220-1102 Question 584
Single answerApplications crashingA user reports that a line-of-business Windows application opens normally but crashes a few seconds after launch on only one workstation. Other users can run the same application without issue. The technician verifies the PC has network connectivity and the user can access required shared files. Event Viewer shows repeated Application Error entries for the app after each crash, and the issue began shortly after a graphics driver update was installed. Which action should the technician take FIRST to resolve the issue?
- A
Roll back the graphics driver to the previous version
- B
Reimage the workstation to remove any corrupted files
- C
Replace the workstation's SSD because the application is crashing
- D
Disable the user's network account and recreate the profile
Show answer and explanation
Correct answer: A
Explanation
This question tests practical troubleshooting of application crashes in Windows. A core A+ principle is to identify recent changes and apply the most likely, least invasive fix first. Since the application works for other users and the issue began immediately after a graphics driver update on one workstation, a driver compatibility problem is the best lead. In Windows, Device Manager provides a Roll Back Driver option when a recent driver version causes instability. Event Viewer Application Error logs help confirm that the crash is recurring but do not by themselves mean the application must be reinstalled or the system reimaged. Microsoft troubleshooting best practices also support reviewing recent changes, checking logs, and reverting problematic drivers or updates before taking more disruptive actions.
- A. Correct.
Correct. Because the problem affects only one workstation, started shortly after a driver update, and the application launches before crashing, the most likely cause is software incompatibility introduced by the updated graphics driver. Rolling back a recently updated driver is an appropriate first troubleshooting step in Windows when a known change closely matches the start of the problem.
- B. Incorrect.
Incorrect. Reimaging is far too disruptive as an initial step. CompTIA A+ troubleshooting emphasizes identifying recent changes and trying the least invasive likely fix first. Since the crashes began after a driver update, reimaging ignores the most relevant evidence and would be premature.
- C. Incorrect.
Incorrect. An SSD failure would more likely cause broader symptoms such as boot problems, read/write errors, file corruption, or system instability affecting more than one application. In this scenario, the timing of the crashes after a graphics driver update makes hardware replacement an unlikely first action.
- D. Incorrect.
Incorrect. There is no indication of an account or profile issue. The application opens, network access is working, and the trigger aligns with a local driver change. Recreating the user's profile or disabling the account does not address the most probable root cause.