220-1102 Question 41
Single answerThird-party driversA user upgraded a Windows 11 workstation and now a specialized label printer no longer works. Device Manager shows the printer with a warning icon, and the manufacturer notes that Windows Update may install a generic driver that does not support advanced printing features. The printer worked correctly before the upgrade with the vendor's driver package. What is the BEST next step to restore full functionality while following good support practices?
- A
Download and install the latest Windows-certified driver package from the printer manufacturer's support site, then verify the device is using that driver
- B
Disable Driver Signature Enforcement permanently so the old printer driver can load at startup
- C
Use System Restore immediately to roll back the entire workstation to the pre-upgrade state
- D
Leave the generic Windows driver installed and configure advanced printer features through Device Manager
Show answer and explanation
Correct answer: A
Explanation
This question tests practical support of third-party drivers after a Windows upgrade. In real environments, Windows may use an inbox or generic driver that provides only basic functionality, especially for printers, scanners, and specialty devices. CompTIA A+ Core 2 expects technicians to recognize that the correct remediation is to obtain drivers from a trusted source, typically the hardware manufacturer's support site, and avoid risky workarounds such as disabling signature enforcement. Microsoft documentation and standard OEM support guidance both emphasize using vendor-provided, compatible drivers for full hardware functionality and confirming installation through Device Manager or printer properties. System-wide rollback tools like System Restore are valid troubleshooting tools, but they are not the best first action when the issue is specifically caused by an incorrect or replaced device driver.
- A. Correct.
Correct. When a device loses functionality after an OS upgrade and the manufacturer documents that a generic driver may be installed, the best practice is to obtain the current vendor-supported driver from the manufacturer's official support site. This is the most appropriate way to restore device-specific features while maintaining security and compatibility. After installation, verifying the active driver in Device Manager confirms that Windows is using the intended third-party driver rather than a generic fallback.
- B. Incorrect.
Incorrect. Permanently disabling Driver Signature Enforcement is not a standard or recommended fix for a printer problem. It reduces system security and is typically reserved for limited testing or legacy troubleshooting scenarios, not normal production support. A properly supported Windows 11 driver from the manufacturer should not require this step.
- C. Incorrect.
Incorrect. System Restore may undo recent system changes, but it is a broader rollback than necessary and does not address the root cause if Windows replaced the specialized driver with a generic one. The best next step is to reinstall the correct third-party driver first. Restore would generally be considered only if normal remediation fails and a recent restore point exists.
- D. Incorrect.
Incorrect. A generic Windows driver may provide basic printing only, but it cannot add manufacturer-specific functions that are not included in that driver package. Device Manager settings do not create missing vendor features. This option reflects the misconception that configuration alone can replace the need for the correct third-party driver.