220-1102 Question 597
Single answerOS fails to updateA Windows 10 laptop repeatedly fails to install a cumulative update. The user reports that the download reaches 100%, the system restarts, and then displays a message that the update could not be completed and changes are being undone. You verify the device has internet access and more than 25 GB of free disk space. Company policy does not use WSUS, and other PCs are updating normally. Which action should the technician take FIRST to resolve the issue?
- A
Run the Windows Update troubleshooter and reset the Windows Update components
- B
Replace the laptop's SSD because failed updates usually indicate disk hardware failure
- C
Disable User Account Control (UAC) and retry the update installation
- D
Join the laptop to a different workgroup so it can download a fresh update policy
- E
Perform a clean installation of Windows 10 before attempting any further updates
Show answer and explanation
Correct answer: A
Explanation
The best first step is to troubleshoot the local Windows Update process rather than making major configuration or hardware changes. In real-world support, repeated rollback after restart commonly points to corrupted Windows Update components, interrupted servicing state, or damaged cached update files. Microsoft best practices typically begin with the Windows Update troubleshooter, followed by resetting update-related services and folders if needed. Additional follow-up actions can include running SFC /scannow and DISM /Online /Cleanup-Image /RestoreHealth if system file corruption is suspected. Because the laptop has adequate disk space, working internet access, and no sign of organization-wide update issues, the most appropriate initial action is to repair the Windows Update mechanism itself rather than replace hardware or reinstall Windows.
- A. Correct.
Correct. When a Windows update repeatedly downloads but fails during installation or rollback, a standard first troubleshooting step is to run the Windows Update troubleshooter and reset Windows Update components, such as the SoftwareDistribution and Catroot2-related update cache/services. This addresses common causes like corrupted update cache, stuck services, or inconsistent update metadata without making unnecessary disruptive changes.
- B. Incorrect.
Incorrect. Although storage problems can contribute to update failures, the scenario does not indicate SMART errors, disk corruption symptoms, or broader file system instability. Jumping directly to hardware replacement is not an appropriate first step when the device has sufficient free space and the failure is isolated to Windows Update.
- C. Incorrect.
Incorrect. UAC is not a normal cause of cumulative update installation rollback on a standard managed Windows 10 system. Disabling UAC weakens security and is not a recommended troubleshooting step for routine Windows Update failures.
- D. Incorrect.
Incorrect. Workgroup membership does not control how a standalone Windows 10 device retrieves Microsoft updates in this scenario. Since the company is not using WSUS and other PCs update normally, changing the workgroup would not address a corrupted local update subsystem.
- E. Incorrect.
Incorrect. A clean installation is far too invasive as an initial response. Best practice is to start with the least disruptive corrective actions, such as troubleshooting services, clearing update cache, checking logs, and repairing system files if needed. Reinstalling the OS would only be considered after less destructive methods fail.