220-1102 Question 138
Single answerDevice ManagerA user reports that after a Windows 11 feature update, their laptop no longer connects to the office Wi-Fi. The wireless adapter does not appear in Network Connections, but in Device Manager you can see it listed under Network adapters with a black down-arrow icon. The user needs the fastest fix that preserves the currently installed driver. What should the technician do first?
- A
Uninstall the wireless adapter in Device Manager and restart the laptop
- B
Enable the wireless adapter from Device Manager
- C
Roll back the wireless adapter driver to the previous version
- D
Run System Restore to return the laptop to a previous restore point
Show answer and explanation
Correct answer: B
Explanation
The key detail is the black down-arrow icon in Device Manager. In modern versions of Windows, that icon indicates the device is disabled. The most appropriate first action is to enable the device, which restores functionality without uninstalling hardware, changing drivers, or rolling back the system. This matches standard Windows troubleshooting practice: start with the least invasive corrective action based on the status shown in Device Manager. Microsoft documentation and common support workflows for Device Manager distinguish disabled devices from devices with driver problems, which are typically marked with a yellow warning icon instead.
- A. Incorrect.
This is not the best first step. Uninstalling the device can force Windows to redetect the hardware and reinstall the driver, but the scenario specifically says the fastest fix should preserve the currently installed driver. A black down-arrow icon in Device Manager indicates the device is disabled, so removal is unnecessary unless enabling fails or the device is corrupted.
- B. Correct.
This is correct. In Device Manager, a black down-arrow icon indicates that the device is disabled. Enabling the adapter is the quickest action and does not remove or replace the current driver. Because the adapter is present in Device Manager, the hardware is being detected by Windows; it is simply not active.
- C. Incorrect.
This is plausible because the issue began after a feature update, but it is not the best first step based on the icon shown. Driver rollback is used when a newly installed driver causes problems. In this case, Device Manager is already signaling that the adapter is disabled, which points to a configuration state rather than a driver malfunction.
- D. Incorrect.
This is more disruptive than necessary. System Restore can revert system files, drivers, and settings to an earlier state, but it affects the broader system and is not the fastest targeted fix. Since Device Manager clearly indicates the adapter is disabled, restoring the entire system would be excessive for the initial troubleshooting step.