220-1102 Question 189
Single answerInstallation and uninstallation of applicationsA user reports that a Windows 11 laptop has become unstable after an older PDF utility was installed from the vendor's website. The application now crashes at launch, and attempts to reinstall a newer version fail because the installer says an existing version is already present. The user no longer needs the old version's settings, but the newer version must be installed successfully. Which action should the technician take FIRST to resolve the issue using standard Windows best practices?
- A
Open Apps > Installed apps and uninstall the existing PDF utility, then restart if prompted before installing the newer version
- B
Delete the application's program folder from C:\Program Files and immediately run the new installer
- C
Use Task Manager to end the application's process and then copy the new version's files over the old installation directory
- D
Run System Restore to a point before the original installation and then disable Windows Installer
Show answer and explanation
Correct answer: A
Explanation
For A+ Core 2, technicians should follow supported installation and uninstallation procedures before attempting manual cleanup or system-wide recovery. In Windows 11, standard best practice is to uninstall software through Settings > Apps > Installed apps, which launches the application's registered uninstaller. For many traditional desktop applications, this is the correct first step when an upgrade fails because an older version is still detected. Manually deleting program files is not equivalent to uninstalling and often leaves behind registry entries, services, scheduled tasks, or Windows Installer registration data. Microsoft documentation for Windows app management and general support best practices emphasizes using the application's uninstaller or the Apps/Programs interface rather than deleting files directly. Only if normal uninstallation fails would a technician move to additional troubleshooting such as vendor cleanup tools, safe mode, or advanced repair steps.
- A. Correct.
Correct. The standard first step is to remove the existing application through Windows' normal uninstallation method, such as Settings > Apps > Installed apps in Windows 11 (or Programs and Features for traditional desktop apps). This properly calls the application's uninstaller, which removes registered components, uninstall information, and shared files according to the package design. Restarting if prompted is also appropriate because some files may be in use until reboot. After the old version is fully removed, the newer version can be installed cleanly.
- B. Incorrect.
Incorrect. Manually deleting the folder from C:\Program Files removes files but does not properly unregister the application, remove installer metadata, or clean up required components. This often causes exactly the problem in the scenario: the new installer still detects an existing installation because registry entries or Windows Installer data remain. This is a common but improper shortcut.
- C. Incorrect.
Incorrect. Ending the process may be useful if the app is currently running, but copying files over an existing installation is not a supported or reliable upgrade method for most Windows applications. It bypasses the installer, does not update dependencies, services, or registry entries correctly, and can make the application state worse.
- D. Incorrect.
Incorrect. System Restore may roll back certain system changes, but it is not the first-line method for removing a problematic application when a standard uninstall path exists. Disabling Windows Installer is also unrelated and could prevent proper installation or uninstallation of MSI-based applications. This option combines an excessive recovery step with an incorrect action.