220-1101 Question 49
Single answerMobile device synchronizationA technician is setting up a company-issued smartphone for a salesperson who uses a corporate Microsoft 365 account on the phone's built-in mail app. The salesperson reports that email is syncing, but new calendar events and contacts created on the phone are not appearing in Outlook on the laptop. The technician verifies the user can access the internet and sign in successfully. Which action should the technician take FIRST to restore full synchronization?
- A
Remove the Microsoft 365 account from the phone and re-add it using POP3 settings
- B
Open the phone's account settings and verify that Calendar and Contacts sync are enabled for the corporate account
- C
Install a third-party file synchronization app to force Outlook data to upload
- D
Disable screen lock temporarily so background synchronization can complete
Show answer and explanation
Correct answer: B
Explanation
When only some data types sync on a mobile device, the best first step is to check the account's synchronization settings for each data category. In real-world mobile device support, email, contacts, and calendar synchronization are often controlled separately under the account configuration. For Microsoft 365 business accounts, mobile synchronization is typically provided through Exchange-based services such as Exchange ActiveSync or modern mailbox integration in the native mail client. POP3 is email-only and would not support calendar and contacts synchronization. This aligns with standard vendor guidance from Apple, Google, and Microsoft, which all document per-account sync controls for mail, contacts, and calendars.
- A. Incorrect.
Incorrect. POP3 is primarily an email retrieval protocol and does not provide native synchronization for calendar and contacts. Reconfiguring a Microsoft 365 account as POP3 would likely make the problem worse by removing Exchange/ActiveSync-style data synchronization capabilities.
- B. Correct.
Correct. On mobile devices, account-level sync options commonly allow email, contacts, calendars, notes, or other data types to be enabled or disabled independently. If email sync works but calendar and contacts do not, the first and most practical step is to verify those specific sync toggles are enabled for the account.
- C. Incorrect.
Incorrect. Outlook calendar and contacts synchronization for Microsoft 365 accounts is normally handled through the account's built-in Exchange-compatible synchronization methods, not through a third-party file sync utility. File sync apps are used for documents, not mailbox, contacts, or calendar data stores.
- D. Incorrect.
Incorrect. A screen lock setting is not the likely cause of only calendar and contact items failing to synchronize while email continues to sync. Although battery-saving or background app restrictions can sometimes affect sync behavior, disabling screen lock is not a standard troubleshooting step for selective data-type sync failures.