220-1102 Question 10
Single answerAndroidA technician is troubleshooting an Android user's phone that no longer receives company email in the Mail app after the user changed their Microsoft 365 password. Webmail works, and the phone still has internet access. The company requires modern authentication and device passcodes, but it does not use a separate MDM app. Which action should the technician take FIRST to restore email access with the LEAST disruption to the user?
- A
Remove and re-add the work account in Android Settings so the user can sign in again with the new password and complete any security prompts
- B
Perform a factory reset on the Android phone and restore the user's data from Google backup
- C
Clear the system cache partition from recovery mode to refresh stored credentials for all apps
- D
Disable the screen lock temporarily so the Mail app can finish syncing without policy conflicts
Show answer and explanation
Correct answer: A
Explanation
This scenario tests practical Android account troubleshooting in an enterprise context. Because webmail works and the phone has internet connectivity, the issue is unlikely to be the email service itself or network access. The key clue is that the user recently changed a Microsoft 365 password. On Android, built-in email clients or account integrations commonly require the user to reauthenticate after a password change, especially when organizations use modern authentication and enforce security policies such as device lock requirements. The best first action is to remove and re-add the account, or otherwise trigger reauthentication, because it directly resolves stale credentials with minimal disruption. This aligns with standard vendor guidance from Microsoft and Android device administration practices: verify connectivity, confirm account credentials work via webmail, then refresh the account session and comply with any prompted security requirements before considering more invasive actions.
- A. Correct.
Correct. When a cloud email account such as Microsoft 365 stops syncing after a password change, the most appropriate first step on Android is typically to remove and re-add the work account, or reauthenticate it if prompted. This allows the user to enter the updated credentials and complete any modern authentication, conditional access, or security-policy prompts such as enforcing a device passcode. This is the least disruptive corrective action that directly addresses the likely cause.
- B. Incorrect.
Incorrect. A factory reset is far too disruptive for a basic email reauthentication issue. It should be reserved for severe OS-level problems or when other troubleshooting steps fail and data backup has been verified. Since webmail works and connectivity is fine, the problem is much more likely related to cached account credentials or required account reauthorization.
- C. Incorrect.
Incorrect. Clearing the system cache partition is not a standard or likely fix for an Android work email account that stopped syncing after a password change. Modern Android troubleshooting for account authentication issues focuses on reauthentication, account removal/re-addition, app cache clearing, or policy compliance. The misconception here is assuming the problem is at the OS cache level rather than the account-authentication level.
- D. Incorrect.
Incorrect. Disabling the screen lock would conflict with, not satisfy, typical corporate security requirements. Many business email systems require a device passcode or screen lock to permit account access. Removing the lock would likely make the device noncompliant and could prevent synchronization entirely.