220-1102 Question 161
Single answerDevicesA company issues tablets to warehouse staff for inventory scanning and email. One Android tablet that was previously working now prompts repeatedly for the device unlock code after a reboot, but the assigned employee says they never configured a PIN or password. The user can still receive calls and notifications on the lock screen, but they cannot access the home screen. You confirm the tablet is company-owned and enrolled in a device management platform. Which action should the technician take FIRST to restore access while preserving company data?
- A
Perform a factory reset from recovery mode to remove the lock screen requirement
- B
Use the company’s mobile device management (MDM) platform to verify or clear the device passcode policy
- C
Enable USB debugging and use ADB to remove the lock screen database files
- D
Remove the user’s Google account from the device to disable Factory Reset Protection
Show answer and explanation
Correct answer: B
Explanation
For company-owned mobile devices, especially Android tablets enrolled in enterprise management, the least disruptive and most appropriate first step is to review device status and security policies in the MDM platform. MDM/UEM solutions commonly enforce screen lock policies, password complexity, and remote administrative actions. CompTIA A+ Core 2 expects technicians to recognize the role of mobile device management in securing and supporting devices, including passcode enforcement, remote lock, and configuration management. Best practice is to use supported administrative tools first, preserve user and company data when possible, and avoid destructive actions such as factory resets unless approved and necessary. A factory reset may also trigger additional issues such as re-enrollment requirements and FRP prompts, so it is not the best first action.
- A. Incorrect.
This is incorrect because a factory reset is a destructive step and should not be the first action when the goal is to preserve company data. In an enterprise environment, a managed Android device may be enforcing a passcode requirement through MDM, so wiping the device before checking management policies ignores the most likely cause and can lead to unnecessary data loss and re-enrollment work.
- B. Correct.
This is correct because the scenario states the tablet is company-owned and enrolled in a device management platform. On managed mobile devices, lock screen requirements such as PINs, passwords, and passcode complexity can be pushed centrally through MDM. After a reboot, a device may require a passcode due to an applied compliance policy even if the user did not manually set one. The technician should first check the MDM console to confirm whether a passcode policy was recently applied, whether the device is in a noncompliant state, or whether an administrative passcode reset/clear action is available.
- C. Incorrect.
This is incorrect because enabling USB debugging requires access to the device settings first, which the user does not have while locked out. In addition, attempting to delete lock screen files with ADB is not an appropriate or supported enterprise troubleshooting method, and modern Android security protections generally prevent this from being a viable solution on managed, secured devices.
- D. Incorrect.
This is incorrect because removing the Google account does not disable an existing screen lock. Also, Factory Reset Protection (FRP) is relevant after a reset, not as a way to regain access to a currently locked device. Choosing this option reflects confusion between account-based anti-theft protections and the device’s active unlock or MDM compliance requirements.