220-1102 Question 593
Single answerApplication fails to close/crashesA user reports that a line-of-business Windows application frequently becomes unresponsive and then crashes when they try to close a large report. The issue happens only on that PC, while other users can close the same report normally. You have already confirmed the user has sufficient permissions and the application vendor states the program is supported on the installed version of Windows. Which of the following should you do FIRST to best identify the cause of the crashes?
- A
Open Event Viewer and review the Application log for application error events related to the program
- B
Reimage the PC to eliminate the possibility of operating system corruption
- C
Disable User Account Control so the application can close without restrictions
- D
Replace the system RAM because application crashes are usually caused by failing memory
- E
Boot into Safe Mode and permanently run the application there
Show answer and explanation
Correct answer: A
Explanation
The best first step is to check Event Viewer, specifically the Windows Application log, for error entries associated with the crashing program. In A+ Core 2 troubleshooting, technicians should start by identifying symptoms, gathering information, and using available diagnostic tools before taking disruptive actions. On Windows systems, application crashes commonly generate Application Error events that include the faulting application, faulting module, and exception details. Microsoft documentation for Event Viewer and Windows troubleshooting supports using logs to investigate application failures. Once the error details are identified, follow-up steps could include repairing or reinstalling the app, updating dependent runtimes, checking the user's profile, or testing with a clean boot if logs suggest conflicts.
- A. Correct.
Correct. Event Viewer is an appropriate first troubleshooting step when an application repeatedly hangs or crashes on one system. Reviewing Application log entries can reveal faulting application names, modules, exception codes, and timestamps that help determine whether the issue is caused by the app itself, a dependency, a profile issue, or another local system problem. This aligns with standard troubleshooting practice: gather evidence before making major changes.
- B. Incorrect.
Incorrect. Reimaging is a drastic step and not an appropriate first action when the problem is isolated to one application on one system. Best practice is to collect diagnostic information first and attempt less disruptive remediation steps before wiping the device.
- C. Incorrect.
Incorrect. UAC is not designed to control whether a normal application can close properly. Disabling it would reduce security and is unlikely to address a crash when closing a report. This option reflects the misconception that permission prompts are a common root cause for any application failure.
- D. Incorrect.
Incorrect. Faulty RAM can cause instability, but replacing hardware first is not the best initial step without supporting evidence such as widespread crashes, blue screens, memory diagnostics failures, or system-wide instability. The scenario points more strongly to targeted application troubleshooting.
- E. Incorrect.
Incorrect. Safe Mode is useful for isolating startup items, drivers, and services, but it loads a minimal environment and is not intended as a permanent operating mode for business applications. Also, many applications may not function normally there, so it is not the best first step to identify the specific crash cause.