Exam 220-1002 topic 1 question 2 discussion

OBJ-3.4: To solve an issue with a mobile application, you should normally attempt the following steps. First, clear the application cache since this locally stored information can become glitchy and cause an app to crash. If you have two of the same smartphones having the same issue, it is unlikely to be the application cache causing the issue. In this case, the technician would then attempt to update the OS of the smartphones. Updating the operating system can minimize compatibility issues and fix crashing applications. Third, you can try reinstalling the application if the other two options don't work.

Depends on the issue they're having with the app and what the app is. It doesn't say whether or not they've ever had success running the app, where they got the app (through the Play Store or directly from some kind of enterprise link. It could be as simple as internet connectivity through a wifi isn't working that breaks the app, it could be a poorly designed app. It's questions like these that oversimplify how a real technician would handle the situation. The correct answer would be E: Ask more questions to see what the real issue is. Anything else is simply throwing out solutions before you really know the problem.

since both are having same issue means its the app and not the phone so easiest way to troubleshoot is to uninstall the app and install it back on the phone

why isnt this B?

yall are overthinking this... first you clear the cache .. then follow up with either d or a if doesnt work...

When is about malfunctioning software, comptia gives you 2 scenarios: 1- one person has problems but other people don't. In this case you work around the software on the single device. 2- Many people have the same problem. In this case the problem can not be the software on all devices, but operating system. So, if you have many people with the same problem on theyr smartphone, you first update the system. Reason why the correct answer, here is "D"

FIRST is re-install application, this question not show that 2 mobile in same OS-version, infact the fastest is re-install. "Easiest do First"

What should the technican do FIRST C is the best answer

Two users & same os version is the key. When doing this exam you want to look for clue's they put in the questions to determine the best answer. Reinstall would be my first choice but they made sure to add it is effecting two users on the same version of the OS. The chances both had a bad install is not that likely so OS update is the answer

If it said update the app to OS.

Mike Meyers regarding apps that don't load or install properly: "Perform a soft reset and then try loading or reinstalling the app."

I feel its installing the previous version cuz two phone with the smart model number their is every tendency the other user have already updated his/her os and besides the problem wasn't clearly stated

is it not that the phone usually updates itself?

Answer D bcz the problem is with two phones so their will an OS update

D.No matter what if update os is an option you want to go with it as the app may may not be compatible with that version...plus ...*patches*....like windows and hardware and drivers but with apps .B. And typically you can't rollback an app unless your device is rooted and you've some third party app installed to facilitate that. C. Clearing the application cache would pretty much render the app more useless than it was before...test it out for yourself.. A. Reinstalling it when it's happening to both phones simply points you to something else which would be the correct answer of it being something bigger like....an update.

A - Reinstall the application The question says " having the same issue with a SPECIFIC application" - implies they are NOT having issues with OTHER apps - just this one particular app. So they're probably using an obsolete version of that app, and need to re-install it. Also the question asks "What should the technician do FIRST?" Reinstalling the app would be 10 times faster than updating the OS. So it would only make sense in the real world to try updating the app first.

Patel here is a link that best suits troubleshooting Android - https://support.google.com/android/answer/2668665?hl=en You will see that D would be the correct answer based on Android recommendations