220-1102 Question 343
Single answerShort Message Service (SMS)A user reports that text messages are not being sent from their company-issued smartphone while traveling in a rural area. Voice calls work, and the phone can access websites when connected to the office Wi-Fi, but SMS messages remain stuck in a pending state whenever Wi-Fi is turned off. The user asks whether switching to a messaging app or changing the email settings will fix the issue. Which of the following is the MOST likely cause of the problem?
- A
The phone does not have a usable cellular signal for the carrier's SMS service in the current location
- B
The email account on the phone is misconfigured, preventing the SMS service from authenticating
- C
The user must install a third-party instant messaging app before the phone can send SMS messages
- D
The web browser cache is full, preventing outgoing SMS messages from leaving the device
Show answer and explanation
Correct answer: A
Explanation
This scenario tests practical understanding of SMS in a support context. Short Message Service is a carrier-based cellular messaging service and is separate from email and standard web browsing. Although some modern phones support advanced messaging features that can use data, basic SMS troubleshooting on the A+ Core 2 exam centers on cellular connectivity, carrier service, and signal availability. The key clue is that messages fail when Wi-Fi is off in a rural area, which points to inadequate cellular coverage for SMS delivery rather than an app, browser, or email problem. As a best practice, a technician should verify cellular signal strength, carrier coverage, airplane mode status, and whether the device is properly registered on the mobile network before investigating unrelated settings.
- A. Correct.
Correct. SMS is a cellular carrier service and normally depends on the mobile network rather than Wi-Fi or email configuration. In a weak-coverage rural area, it is realistic for voice service to work intermittently or better than messaging, while SMS can remain pending if the device cannot reliably reach the carrier's messaging service. This is the most likely cause given that the issue appears when Wi-Fi is off and the user is relying on mobile service.
- B. Incorrect.
Incorrect. Standard SMS does not rely on the phone's email configuration. A misconfigured email account can affect mail synchronization, but it does not prevent the handset from using the carrier's Short Message Service.
- C. Incorrect.
Incorrect. SMS is built into the cellular service and does not require a third-party messaging app. Someone might choose this if they confuse SMS with internet-based chat platforms, but those apps use data services and are separate from carrier SMS.
- D. Incorrect.
Incorrect. A browser cache affects web browsing performance and stored website data, not the phone's ability to send text messages over the carrier network. This distractor reflects a common but incorrect assumption that all mobile communication problems are related to internet or browser settings.