220-1101 Question 52
Single answerContactsA user says the Contacts app on their smartphone no longer shows coworkers' names when they receive calls, even though the phone numbers are still in recent call history. The user recently changed phones and signed in with the same account. You verify cellular service is working and the contacts exist in the company's cloud account when viewed from a web browser. Which of the following is the BEST next step to restore the contacts on the phone?
- A
Enable contact synchronization for the user's account on the smartphone and perform a manual sync
- B
Reset network settings so the phone can download the contacts from the carrier
- C
Replace the SIM card because contacts are typically stored there on modern smartphones
- D
Clear the recent call history so the Contacts app can rebuild the caller information cache
Show answer and explanation
Correct answer: A
Explanation
This question tests practical mobile device troubleshooting for contacts, a common A+ Core 1 task. When contacts are confirmed to exist in the user's cloud account but do not appear on a newly changed phone, the technician should first verify account configuration and synchronization settings. Best practice is to check that the correct account is signed in, Contacts sync is enabled, and a sync is performed manually if needed. This aligns with standard support procedures for Android and iPhone environments using Google, Apple iCloud, Exchange, or Microsoft 365 accounts. SIM-based contact storage is limited and not the primary contact source on modern smartphones, so focusing on sync settings is the most effective and realistic next step.
- A. Correct.
Correct. If contacts exist in the cloud account but are not appearing on the phone after a device change, the most likely issue is that contact sync for that account is disabled or has not completed. On Android and iOS, contacts are commonly synced from services such as Google, iCloud, Exchange, or Microsoft 365. Verifying the account is added correctly, ensuring Contacts sync is enabled, and forcing a manual sync is the best first troubleshooting step.
- B. Incorrect.
Incorrect. Network settings affect Wi-Fi, cellular, VPN, and related connectivity settings, but they do not specifically control whether contacts from a cloud account are displayed. Since connectivity is already confirmed and the contacts are visible in the cloud account, resetting network settings is unnecessary and would not address the most likely cause.
- C. Incorrect.
Incorrect. This reflects an outdated assumption. While some older phones and basic phones could store limited contacts on a SIM, modern smartphones primarily store and sync contacts through cloud accounts or device storage. Replacing the SIM would not restore cloud-based contact synchronization and is not the best next step in this scenario.
- D. Incorrect.
Incorrect. Recent call history does not control whether saved contact names appear system-wide. Clearing call history might remove useful troubleshooting evidence and would not repopulate missing contacts from the user's cloud account. The root issue is more likely account synchronization rather than a call log problem.