Next Steps for Troubleshooting Laptop Screen Glitches After OS Update
Question
A technician is troubleshooting an issue affecting all company laptops.
All the laptops have exactly the same hardware.
The screens present glitches every time the users move their mouse pointers over the screen.
The technician discovers there was a recent OS update deployed throughout the company, which includes new versions for video drivers.
Restarting the laptop in safe mode will not present the issue.
Which of the following should the technician do NEXT?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D.A.
Based on the given scenario, the issue affecting all company laptops appears to be related to the recent OS update deployed throughout the company, which includes new versions for video drivers. This is indicated by the fact that restarting the laptop in safe mode does not present the issue, which suggests that the issue may be related to the video drivers installed on the laptops.
To troubleshoot the issue, the technician should first verify that the issue is indeed related to the video drivers by checking the device manager and looking for any error messages related to the video card. If there are any error messages, it is likely that the issue is caused by the video drivers.
Next, the technician should consider rolling back the video card device drivers for all computers to the previous version. This can be done by accessing the device manager, selecting the video card, and choosing to roll back the driver. If rolling back the driver resolves the issue, then the technician should escalate the issue to the video card vendor for further investigation.
Option A, which suggests rolling back the video card device drivers for all computers and escalating the issue to the video card vendor, is therefore the correct answer. This option addresses the root cause of the issue and involves further investigation to ensure that the issue is resolved.
Option B, which suggests removing the current video drivers from all computers and advising users to work this way until the issue gets fixed, is not recommended as it does not address the root cause of the issue and may cause further issues for users.
Option C, which suggests advising all users to work in safe mode until the issue gets fixed and escalating the issue to the video card vendor, may be a temporary solution, but it is not a permanent solution as it does not address the root cause of the issue.
Option D, which suggests reinstalling the OS on all devices in the company to eliminate any traces of the current video drivers and then rerunning the updates manually excluding the video drivers, is not necessary as it is a time-consuming process that does not guarantee that the issue will be resolved. It is also not recommended as it may cause further issues for users.
