220-1102 Question 753
Single answerSplash screensA user reports that a Windows desktop application launches but never gets past its splash screen. Other applications work normally, and the PC has recently been updated. As a technician, you open Task Manager and see the app listed as "Not responding." Which troubleshooting step is the MOST appropriate to try first to determine whether the issue is caused by a corrupted user-specific setting rather than a system-wide application failure?
- A
Create a new local user account and try launching the application from that profile
- B
Disable the splash screen in Windows Startup settings and reboot the PC
- C
Flash the system BIOS to the latest version before testing the application again
- D
Replace the system RAM because splash-screen freezes usually indicate memory failure
Show answer and explanation
Correct answer: A
Explanation
The best first step is to isolate whether the issue is user-profile-specific. In Windows, many applications store settings in AppData folders or in HKCU registry entries tied to the signed-in user. If the application opens normally from a new user account, the technician can focus on resetting that user's application data or profile-specific settings instead of reinstalling Windows or replacing hardware. This follows standard CompTIA-style troubleshooting methodology: identify the problem, establish a theory, test the theory with the least invasive step, and then plan corrective action. Microsoft troubleshooting best practices also support testing with a different user profile when an issue appears limited to one user's environment.
- A. Correct.
This is correct. Testing the application under a different user profile is a practical way to determine whether the problem is tied to corrupted per-user settings, cached preferences, or profile data rather than the application installation or operating system. Many applications store configuration data in the user's profile folders or registry hive, so a new account is an appropriate first isolation step.
- B. Incorrect.
This is incorrect. Windows Startup settings do not provide a general-purpose option to disable application splash screens. A splash screen is typically controlled by the application itself, not by Windows boot settings. This option reflects a common confusion between OS startup behavior and an individual app's launch sequence.
- C. Incorrect.
This is incorrect. Updating or flashing the BIOS is not an appropriate first step for an application that hangs at its splash screen, especially when other applications work normally. BIOS updates are performed only when there is a documented hardware compatibility or stability issue and should not be used as routine troubleshooting for a likely user-profile or application problem.
- D. Incorrect.
This is incorrect. Faulty RAM can cause crashes or instability, but replacing memory based solely on one application hanging at its splash screen is not justified. Since the issue appears isolated to a single application and other programs run normally, hardware replacement would be premature and not the best first troubleshooting step.