220-1102 Question 87
Single answerDevice Manager (devmgmt.msc)A user reports that after a Windows 11 feature update, an external USB webcam no longer works in video conferencing apps. The camera's privacy settings are already enabled, and the webcam works on another computer. In Device Manager (devmgmt.msc), the webcam appears under Cameras with a yellow warning icon. Opening the device properties shows: "The drivers for this device are not installed. (Code 28)." What should the technician do FIRST to resolve the issue?
- A
Uninstall the webcam from Device Manager and reboot so Windows can detect it and attempt to install the proper driver
- B
Open Services and restart the Windows Camera Frame Server service
- C
Run Disk Cleanup to remove temporary installation files from the recent update
- D
Disable the webcam in Device Manager and then re-enable it to clear the fault
Show answer and explanation
Correct answer: A
Explanation
This question tests the ability to use Device Manager to interpret hardware status codes and apply the appropriate next step. In Microsoft Windows, Device Manager error Code 28 indicates that the drivers for the device are not installed. Best practice is to use Device Manager to remove the problematic device, reboot or scan for hardware changes, and allow Windows Update or Plug and Play to reinstall a suitable driver. If that fails, the technician should obtain the correct driver from the device manufacturer. By contrast, service restarts, temporary file cleanup, or toggling device enablement do not directly fix a missing driver condition. This aligns with standard Windows troubleshooting guidance for Device Manager and hardware driver issues.
- A. Correct.
Correct. A Code 28 error in Device Manager indicates that the device drivers are not installed. A practical first step is to uninstall the device from Device Manager and reboot or rescan for hardware changes so Windows can redetect the webcam and attempt to install an appropriate driver automatically. If Windows does not supply one, the next step would be to install the vendor's driver manually. This is a common and appropriate Device Manager-based remediation.
- B. Incorrect.
Incorrect. Restarting the Windows Camera Frame Server service may help if camera apps cannot access a functioning camera stream, but it does not address a Device Manager Code 28 condition. Code 28 specifically points to a missing driver, so service troubleshooting is not the first or most relevant action here.
- C. Incorrect.
Incorrect. Disk Cleanup can remove temporary files and previous update files, but it does not install missing device drivers for hardware showing Code 28 in Device Manager. Someone might choose this if they suspect the Windows update caused file corruption, but the error message directly indicates a driver installation problem.
- D. Incorrect.
Incorrect. Disabling and re-enabling a device can help with a temporarily hung device state or a minor enumeration issue, but it does not typically resolve Code 28 because the underlying problem is that no driver is installed. This is a plausible troubleshooting step in other scenarios, but not the best first action for this error code.