220-1102 Question 620
Single answerUnexpected application behaviorA user reports that a line-of-business application on a Windows 11 workstation closes unexpectedly every time they click the Print button. The application opens normally, and other features work as expected. Printing from other applications works without issue to the same network printer. You have already rebooted the PC and confirmed the user has the correct permissions. Which troubleshooting step should you perform NEXT to identify the most likely cause of the unexpected application behavior?
- A
Review the application's error details in Event Viewer and Reliability Monitor
- B
Replace the network printer because the application crashes only when printing
- C
Reimage the workstation to eliminate possible operating system corruption
- D
Disable User Account Control to prevent the application from closing
Show answer and explanation
Correct answer: A
Explanation
This scenario points to unexpected application behavior that is reproducible under one condition: clicking Print within a specific application. In A+ Core 2 troubleshooting, the best next step is to identify the problem and establish a theory using available evidence rather than guessing or making invasive changes. Reviewing Event Viewer and Reliability Monitor is a practical, real-world step because these Windows tools can reveal application crash information, such as the faulting application name, faulting module, and error codes. Microsoft documents Event Viewer and Reliability Monitor as standard Windows tools for reviewing application failures and system stability history. Because other applications can print to the same network printer, the issue is more likely tied to the application itself, its print subsystem integration, or a related component rather than the printer hardware. After reviewing logs, an appropriate follow-up might be repairing, updating, or reinstalling the application, or checking for vendor patches if a specific module is identified.
- A. Correct.
Correct. When a single application crashes during a specific action, the next best step is to gather evidence from logs and crash reports before making major changes. Event Viewer can show application error events, faulting modules, and exception codes. Reliability Monitor can provide a timeline of application failures and often summarizes crash information clearly. This helps determine whether the issue is caused by the application, a print-related component, or a specific DLL or driver interaction.
- B. Incorrect.
Incorrect. Although the crash occurs when printing, the scenario states that other applications print successfully to the same network printer. That makes a printer hardware failure or basic printer connectivity issue much less likely. Replacing the printer would be premature and does not align with a structured troubleshooting process.
- C. Incorrect.
Incorrect. Reimaging is a drastic step that should come only after targeted troubleshooting has failed and after data backup and change control considerations. Since the problem is isolated to one application and one action within that application, the technician should first review logs, application settings, updates, or perform a repair/reinstall rather than wiping the system.
- D. Incorrect.
Incorrect. User Account Control is a Windows security feature and is not an appropriate troubleshooting step for an application that crashes during printing when the user already has the correct permissions. Disabling UAC reduces system security and is unlikely to address an application fault tied to a print function.