Troubleshooting Mobile Devices

A user’s laptop will not power on with a fresh battery or with a known good alternating current (AC) adapter. What is your next course of action?

• Check the power supply with a multimeter
• Send the laptop back to the manufacturer for repair
• Remove all removable components and try powering on the laptop again
• Disassemble the laptop and check for broken solder joints

A user brings you a mobile device whose battery life is very short. The user does not use location services or spend any exceptional time watching videos or playing games. What do you advise the user do to prolong the device's battery life?

• Turn off Bluetooth and cellular service and use Wi-Fi instead
• Keep the device plugged into power at all times
• Power off the device when it is not in use
• Purchase a new battery and install in the device

A user complains that their mobile phone’s battery life is extremely short. After a short investigation, you find that the user is an avid runner. What do you advise the user to do to save battery life?

• Turn off location services when not exercising.
• Use airplane mode during exercise.
• Verify that the user is not running multiple apps in the background.
• Check that the operating system is the latest version.

If you experience intermittent wireless connectivity problems, what should you check first on your local device?

• Check for low remaining battery life
• Reboot the device to refresh all connections
• The device needs to have its Wi-Fi card replaced
• Check for electrical interference from the onboard network card

You have attempted to lengthen your device’s extremely short battery life by performing every troubleshooting idea that you know about. What do you decide to try before having the battery or the device replaced?

• Low power mode
• Factory reset
• Remove all Global Positioning System (GPS)-enabled apps
• Remove and replace the Subscriber Identity Module (SIM) card

Your friend’s mobile phone frequently freezes or stops responding while in use. What do you advise them to do to troubleshoot the problem?

• Perform a factory reset on the device
• Return the device to the manufacturer for repair
• Power cycle the device
• Read the documentation for troubleshooting tips

You are unable to connect to a new device via Bluetooth after repeated attempts. What do you do to troubleshoot the problem?

• Move the devices closer together or change their relative orientations to each other

• Turn off Bluetooth on the device

• Return your device to the manufacturer for repair

• Uninstall Bluetooth support for your device and reinstall it

A user reports that their email client is failing to receive email and after a quick review of the issue, it appears to be an email decryption issue. What should you attempt to perform first as a workaround?

• Help the user log into a webmail browser or attempt to access their email with a different email client
• Back up the user’s email if applicable, delete their profile from the email client, and then reload a new user profile
• Change the email security to TLS and the outgoing mail port to 587
• Send a variety of test emails from the user’s email client to various mail domains to see if any bounce back to the user

For devices such as laptops that can be prone to overheating, what do you suggest to your users?

• Keep the laptop on a surface that is free of obstructions
• Reboot the device frequently to ensure continuous operation
• Place a fan near the laptop to keep it cool
• Periodically power off the computer and allow it to cool down

A dim liquid crystal display (LCD) screen that you cannot adjust or fix with software might be a serious problem with which screen component?

• The LCD inverter
• The pixels
• The monitor controls
• The LCD power module