220-1101 Question 44
Single answerDevice configurationsA user brings in an Android phone and says it no longer receives company email after a recent password change. The phone can browse the web over Wi-Fi and cellular, and the email app opens normally, but new messages are not syncing. You verify the mail server is online and that other users are receiving email. Which action should the technician take FIRST to restore email synchronization on the phone?
- A
Remove and re-add the corporate email account on the phone using the new password
- B
Enable Airplane Mode for 30 seconds and then disable it to refresh the cellular radio
- C
Perform a factory reset so the device can download a fresh mail profile
- D
Replace the SIM card because email synchronization failures usually indicate a carrier authentication issue
Show answer and explanation
Correct answer: A
Explanation
This question focuses on practical mobile device configuration troubleshooting. When a phone stops syncing email immediately after a password change, the most likely cause is that the device still has outdated saved credentials for the mail account. In real-world support, the technician should first update or recreate the account configuration with the new password before taking more disruptive actions. This aligns with standard troubleshooting best practices: verify connectivity, identify what changed, and start with the simplest, least intrusive fix. Vendor documentation for Android and common enterprise mail platforms such as Microsoft Exchange and Microsoft 365 commonly instruct users to update stored account credentials or remove and re-add the account when authentication tokens or passwords are no longer valid.
- A. Correct.
Correct. After a password change, a mobile device commonly continues trying to authenticate with the old stored credentials, which prevents mail sync even though general network connectivity still works. Re-entering the updated credentials by removing and re-adding the account, or otherwise updating the saved password, is the most appropriate first troubleshooting step for a device configuration issue.
- B. Incorrect.
Incorrect. Airplane Mode can help with temporary wireless connectivity problems, but the scenario already confirms the phone has working internet access over Wi-Fi and cellular. That makes a radio refresh unlikely to resolve an account authentication problem caused by changed credentials.
- C. Incorrect.
Incorrect. A factory reset is far too disruptive as an initial step and would erase device settings and user data unless properly backed up. Best practice is to start with the least invasive correction, especially when the symptoms point to an email account configuration issue rather than an operating system failure.
- D. Incorrect.
Incorrect. The SIM card affects carrier connectivity and subscriber authentication on the mobile network, not the stored credentials used by a corporate email account. Because the device can already access the internet and the problem began after a password change, replacing the SIM does not address the likely root cause.