220-1102 Question 591
Single answer3.2 Given a scenario, troubleshoot common mobile OS and application issues.A company executive reports that on an Android phone, one line-of-business app suddenly closes every time it is opened after a recent app update. Other apps work normally, the phone has plenty of free storage, and a reboot did not resolve the issue. You need to restore the app with the least disruptive next troubleshooting step. What should the technician do FIRST?
- A
Clear the affected app's cache and app data, then test the app
- B
Perform a factory reset of the phone and reinstall all applications
- C
Replace the phone because the recent update likely damaged the hardware
- D
Disable cellular data for the phone and force the app to run on Wi-Fi only
- E
Remove the user's screen lock because app encryption may be preventing startup
Show answer and explanation
Correct answer: A
Explanation
This scenario tests practical troubleshooting of a common mobile application issue: an app that crashes after an update. In CompTIA A+ Core 2 objectives for mobile OS and application troubleshooting, candidates are expected to apply a least-invasive, stepwise approach. Because only one app is affected, the device has enough storage, and a reboot already failed, the best next step is to troubleshoot the app itself rather than the entire device. On Android, clearing cache and app data is a common corrective action for apps experiencing crashes, freezing, or abnormal behavior after updates. If that does not work, the next likely steps would be reinstalling the app, confirming app permissions, checking for a newer app update, or verifying OS compatibility. This approach is consistent with standard vendor guidance for Android app troubleshooting, which typically recommends force stop, clear cache/storage, update, and reinstall before more drastic measures such as resetting the device.
- A. Correct.
Correct. When a single Android app crashes immediately after launch, and the rest of the device is functioning normally, a common and appropriate first step is to clear that app's cache and, if needed, its app data. Corrupted cached files or local app data can cause repeated crashing after an update. This is less disruptive than reinstalling the entire device and aligns with standard mobile app troubleshooting practices: start with the least invasive corrective action that targets the affected application.
- B. Incorrect.
Incorrect. A factory reset is far too disruptive as a first step, especially when only one app is affected and the phone otherwise works normally. Factory resetting should be reserved for severe, persistent OS-wide issues after backups and less invasive remediation steps have failed.
- C. Incorrect.
Incorrect. An app crashing after an update does not indicate hardware failure. Because other apps work normally and the device has adequate storage, the evidence points to an application-level issue rather than defective hardware. Replacing the phone would not be an appropriate first troubleshooting action.
- D. Incorrect.
Incorrect. Disabling cellular data does not address the likely cause of a post-update app crash at launch. While connectivity issues can affect app functionality, they usually do not cause only one app to close immediately upon opening if the app's local files or configuration are corrupted.
- E. Incorrect.
Incorrect. A screen lock does not normally prevent a legitimate installed app from launching. Removing device security would also violate security best practices and does not target the actual symptom of one app crashing after an update.