Troubleshooting Overheating and Unresponsive Smartphone after OS Update | CompTIA A+ Core 2

Resolve Smartphone Overheating and Unresponsiveness

Question

A customer's smartphone has been overheating frequently and becoming unresponsive since installing an OS update.

A technician has already performed a soft reboot of the device.

Which of the following should the technician perform NEXT? (Choose two.)

Answers

Explanations

Click on the arrows to vote for the correct answer

A. B. C. D. E. F. G.

AF.

The customer's smartphone has been overheating and becoming unresponsive since installing an OS update. A technician has already performed a soft reboot of the device. The question asks for the next steps the technician should perform.

Two possible steps are required to resolve this issue:

  1. Roll back the OS update
  2. Perform a factory reset

A. Roll back the OS update: If the issues started occurring after the OS update was installed, it's possible that the update itself is causing the problems. Rolling back the update to a previous version might resolve the issue. The technician should check if the smartphone has the option to roll back the OS update, and if so, perform the rollback.

E. Perform a factory reset: If the issue persists even after rolling back the OS update or if rolling back is not an option, the next step is to perform a factory reset. This will erase all data on the phone and restore it to its original factory settings. This step should only be performed after backing up any important data, such as photos or contacts.

B. Update the PRL: Updating the Preferred Roaming List (PRL) may resolve issues with network connectivity, but it is unlikely to resolve overheating and unresponsiveness issues.

C. Force stop running applications: Force stopping running applications can free up system resources and resolve some performance issues, but it is unlikely to resolve overheating issues.

D. Enable airplane mode: Enabling airplane mode will disable all wireless connections, which can help conserve battery life and reduce overheating, but it will not resolve any underlying software issues causing the overheating.

F. Run application updates: Updating applications can resolve bugs and performance issues, but it is unlikely to resolve overheating and unresponsiveness issues caused by an OS update.

G. Reset network settings: Resetting network settings can resolve some connectivity issues, but it is unlikely to resolve overheating and unresponsiveness issues caused by an OS update.