220-1102 Question 587
Single answerSystem instabilityA technician is troubleshooting a Windows 11 laptop that has become unstable after a graphics driver update. The user reports random blue screens shortly after logging in, but the system works normally when started in Safe Mode. Which of the following is the BEST next step to resolve the issue while minimizing impact to the user's data and applications?
- A
Perform a System Restore to a restore point created before the driver update
- B
Run chkdsk /f to repair file system corruption on the SSD
- C
Reset this PC and choose the option to keep the user's files
- D
Replace the laptop's RAM because blue screens usually indicate memory failure
Show answer and explanation
Correct answer: A
Explanation
The best answer is to use System Restore to return the system to a state before the problematic driver update. In Windows troubleshooting, when instability begins immediately after installing a new driver, update, or application, the most efficient and least disruptive approach is to roll back that recent change. Safe Mode is especially significant because it loads only essential drivers and services; if the problem disappears there, a recently installed driver is a strong suspect. Microsoft support documentation and standard Windows troubleshooting practices support using System Restore or driver rollback for post-update instability before moving to more invasive actions such as system reset or hardware replacement. If System Restore is unavailable, Device Manager could also be used to roll back the specific driver, but among the choices given, System Restore is the best next step.
- A. Correct.
Correct. Because the instability began immediately after a driver update and the laptop is stable in Safe Mode, the most likely cause is the recently installed driver. Safe Mode loads a minimal set of drivers, which supports that conclusion. System Restore is an appropriate first response because it can revert drivers and related system changes to a known-good state without removing the user's personal files. This is a common best practice when instability starts after a recent software or driver change.
- B. Incorrect.
Incorrect. Running chkdsk can be useful when there are signs of file system corruption, disk errors, or improper shutdowns, but the scenario points more directly to a bad or incompatible driver. The fact that the laptop works in Safe Mode strongly suggests a nonessential driver or startup component rather than a storage issue. A technician might choose this option because blue screens can sometimes be associated with disk problems, but it is not the best next step here.
- C. Incorrect.
Incorrect. Resetting the PC is far more disruptive than necessary at this stage. Although the keep-my-files option preserves user data, it still removes applications and changes system configuration significantly. Since there is a clear recent change correlated with the instability, the technician should try the less invasive and more targeted recovery option first.
- D. Incorrect.
Incorrect. Faulty RAM can absolutely cause blue screens and instability, so this is a plausible distractor. However, the timeline is important: the crashes began after a graphics driver update, and the computer is stable in Safe Mode. That makes a software or driver issue more likely than sudden hardware failure. Replacing RAM without first addressing the recent driver change would not be the best next step.