220-1102 Question 631
Single answerOS updates failuresA technician is troubleshooting a Windows 10 laptop that repeatedly fails to install cumulative updates. The user reports the update downloads successfully, the PC restarts, and then Windows displays a message that the update could not be completed and rolls back the changes. Basic internet connectivity is working, and the device has enough free disk space. Which action should the technician try FIRST to resolve this issue?
- A
Run the Windows Update troubleshooter and reset the Windows Update components if corruption is detected
- B
Upgrade the laptop's RAM because insufficient memory commonly causes cumulative update rollback failures
- C
Disable User Account Control (UAC) so the update can install with full system privileges
- D
Replace the network adapter because update rollback after restart usually indicates packet loss during download
Show answer and explanation
Correct answer: A
Explanation
For Windows update failures where the update downloads but fails during installation and rolls back, CompTIA A+ expects technicians to start with practical, least-invasive troubleshooting steps. In Windows, the built-in Windows Update troubleshooter can automatically detect and remediate common problems. If the issue persists, technicians commonly reset Windows Update-related components and caches, because corruption in the local update store is a frequent cause of repeated failures. Microsoft troubleshooting guidance for Windows Update also emphasizes using the troubleshooter and checking update components before moving to advanced repairs such as DISM, SFC, or in-place repair installation. The other options either do not fit the symptoms or represent poor security and troubleshooting practice.
- A. Correct.
Correct. When a Windows update downloads but fails during installation and rolls back, a common first troubleshooting step is to use the built-in Windows Update troubleshooter and, if needed, reset Windows Update components such as the SoftwareDistribution and Catroot2-related update caches/services. This addresses common causes like corrupted update files, stuck services, or inconsistent update state. This is a standard, low-risk first action before more invasive repair steps.
- B. Incorrect.
Incorrect. While very low memory can affect overall performance, RAM is not a typical first-line cause of cumulative updates downloading successfully and then rolling back during installation. In this scenario, there is no evidence of a memory-related hardware limitation, and replacing RAM would not be the most appropriate initial troubleshooting step.
- C. Incorrect.
Incorrect. Windows updates already run with the necessary system-level permissions through trusted services. Disabling UAC is not a recommended or standard fix for Windows Update installation failures and would reduce system security without addressing the likely root cause.
- D. Incorrect.
Incorrect. The update has already downloaded successfully, which makes the network adapter an unlikely cause. A rollback after restart points more toward an installation-stage issue, such as corrupted update components or system file problems, rather than packet loss during the download.