A plus 220-1001 – Exam Objective 5.5 – Dumps4shared

A plus 220-1001 – Exam Objective 5.5

A+ Exam Objective 5.5 – ExamNotes

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5.5 Given a scenario, troubleshoot common mobile device issues while adhering to the appropriate procedures.

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Common symptoms

Many mobile device problems are easy to diagnose and have simple
solutions. Remember, you are smarter than whatever device you are working on.

Mobile devices add a degree of difficulty since everything is
smaller and harder to manage inside the enclosure. Take your time to establish
a distraction free environment to work in. Give yourself a stable clean work
area, lay out your tools and containers for small parts, AND Relax! We’ll start
by looking at a group of related problems and for each problem, we’ll identify
the part that needs repair, replacement, or adjustment.

More often than not, when you encounter a display problem on a
mobile device, diagnosis is usually simple. The repair is another matter.

No display

For this condition, the simplest way to start the laptop and if
you are lucky, resolve the problem is by checking your monitor function key
combination. Determine the keystrokes and cycle through them. If the LCD
doesn’t begin to display, get a known functioning external monitor and connect
it. If it works, you are in great shape!

Dim display

The worst case scenario for this condition is to replace the
backlight but let’s not get ahead of ourselves. Take a step back and first look
for the brightness controller. Look on the keyboard for a brightness button or
slider. If
that does not work, try uninstalling the video drivers in the Device Manager. Check
for a newer version on the driver manufacturer’s website and install it. Lastly,
keep in mind that some laptops are configured to dim the display when the unit
is switched to battery power.


For this problem, perform the steps listed above. Check the
display properties for the Brightness and the Refresh rate and double-check the
connections. A low refresh rate will cause a flickering display. If the monitor
still doesn’t work, the issue can either be due to a failed inverter, backlight,
or LCD panel. Research the costs involved in replacing the components versus
the cost of replacing the device. It might be time for an upgrade. Shown below
is an image of a typical inverter board.

Inverter Board

Inverter boards are a relatively easy to access and replace.

Ghost Cursor
cannot display to external monitor

This can be due to potential device driver issues. Toggle
through the Function key for the display. Also when using an external monitor,
make sure the cables you are using are fully functioning.

Sticking keys

If the keys on your mobile device are sticking, first try blowing
compressed air. If that doesn’t work, use contact cleaner. If that fails,
replace the keyboard.

power/Battery not charging

Your battery indicator should look something like this. In our
example, the battery is slightly discharged. When the battery is fully charged,
the indicator should read 100%.

Battery indicator

If you suspect that your battery is not charging, there are
simple tests for this. Check the green light on the AC adapter. Check that the
battery is not overheated. Make sure the battery is not swollen. If these signs
are good, let the battery charge for a reasonable period of time, remove the AC
adapter, and attempt to power up the machine.  If this works, all is well.
If this does not, remove all power from the machine and try using only the AC
Adapter. If that works, you have a dead battery.

Num lock
indicator lights

It is entirely possible that you will come across a laptop that when
some of the Alpha characters are typed, numbers are displayed instead. This is
a design enhancement enabling those who have a large amount of data to input on
a small laptop to rearrange some of the keys to form a numeric keypad.

This issue often occurs when a user has inadvertently activated
the function. When the function is activated, the Num lock indicator light on
the keyboard will be on. Repeat the keystroke to deactivate the function.

Num lock LED is green

If there is a numeric keypad present, Num Lock will toggle the
numeric keypad between numeric and the other values shown.

No wireless

When “No Network” is reported by a user, you have to determine
whether it is a local host, network, internet, or e-mail problem.

The first thing to check is the state of the wireless card on
the host as the user may have inadvertently turned it off. There should be a
button or a switch with an indicator light. When the light is on, open a
Command Prompt window and try pinging a known good host. If it fails, continue
your diagnosis process.

Use the information from ipconfig to determine if you have an
address assigned by your DHCP server or an APIPA address. If you have an APIPA
address, your machine didn’t connect. Release and renew your IP address by using
the ipconfig /release command (to clear the IP address data) and the ipconfig
/renew command (to attain a new configuration).


Here is another variation of the wireless connectivity problem. In
this case, the wireless connection is unreliable. If you have a wireless
locator, move it around the workspace until you find the best signal. Make sure
the location is practical for the user. Try to find the best balance. Often,
repositioning the lid of a laptop slightly will yield a
stronger signal. If there are a few users having this issue, consider placing a
low power WAP at an accessible location.

No Bluetooth

Bluetooth is a great method for creating small personal
networks. Before you start an installation, make sure your OS and portable
device software is up to date. For example, if you have a headset that came
with a disk, go to the manufacturer’s website and see if there is newer
software. However, do not install Beta software.

Once properly configured, paired Bluetooth devices seek each
other out when powered up. However in order to communicate with each other, Bluetooth
devices must first need to be paired with each other. This is usually where the
problem comes in as there is no hard and fast standard for connecting Bluetooth
devices. Having the documentation is crucial. Read and understand it before you

When pairing Bluetooth devices, you may need to create or use passcodes. The passcodes used are simply technicalities and are often 0000 or 1111 for example. There is also important sequencing information that you should consider during the initial set up such as which device do you turn on first. If you get the pairing wrong, you may end up locking yourself out of the device which requires having to uninstall and reinstall the software. Take your time and do it right the first time. Check the Device Manager for problems before you attempt any connections to Windows machines.

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GPS not

GPS (Global Positioning System) uses satellites in geostationary
or geosynchronous orbit around the earth to calculate precise locations on the
planet. There are over 30 satellites orbiting the Earth, transmitting time
signatures of the highest accuracy. In order to enable GPS functionality,
devices such as laptops or smartphones have GPS modules attached to them.

The GPS signal is low power, does not tolerate interference, and
needs an unobstructed view of the sky. In order to accurately find its position
on Earth, the GPS module must be able to “see” 4 satellites. The module then
uses the precise time signatures from those satellites and uses the differences
in reception to locate its position. The biggest problems with GPS are due to obstruction
of the sky and RF interference.


A non-responsive touch screen can have a variety of causes.
First if you have a screen protector, remove it and turn the device off. Clean
the screen and your hands thoroughly. Don’t reinstall the screen protector
until it can be ruled out as a problem. Restart the device and recalibrate the

Apps not

If you have a condition where apps will not load or if apps load
slowly, first check the battery. Is the battery overheating? Is the device warm
to the touch? Examine the battery carefully for signs of swelling, which is a
dangerous condition. Remove the battery and allow it to cool to room
temperature. If the battery is swollen replace it immediately. Do not take
chances with a swollen battery. If it is not swollen, reinstall the battery and
re-evaluate the condition.


This condition is related to heat and also with having too many
apps open. Start your evaluation by feeling the temperature of the device in areas
not related to the battery. Consult your documentation for specific heat
related remedies. This condition could be due to a combination of too many apps
opened which exhausts the system resources and generates unwanted heat. Shut
the device down and let it cool. Restart the device and use your application
manager to see exactly what gets loaded at startup. Make adjustments to the
apps to lower resource usage and monitor the device for any recurrence of the
heat issue. If the steps above don’t work, you can always refresh the device
back to its factory settings using the key combination from the manufacturer.

Unable to
decrypt email

Most problems of this type are caused by a corrupted public key.
Public keys are created and shared with people encrypted email is received from.
If you can’t decrypt email at all, focus on your machine as your public key is
corrupt. You should recreate your public key and share it with your
confidential contacts.

Frozen system

When we discuss a “Frozen” system, we are usually talking about
a smartphone or tablet. A system lockup or freeze cannot be recovered and your
only option is to perform a soft reboot. Each manufacturer has a different
method for rebooting from a lockup so follow the manufacturer’s instructions.

No sound from

Sound issues on a mobile device can either be hardware or
software related. First, check the software. The user may have turned down the
volume or muted the speakers. Check the Sound device in the Device Manager and see
if it has any problems. Check the drivers and update them.

If all the above fail, try the Hardware Troubleshooter in the Control
Panel. If all these methods fail, plug in a set of headphones or external
speakers. If they don’t work, you may have a hardware problem.

processes for proper re-assembly

Disassembling a laptop can be one of your greatest
challenges unless you
adhere to a few simple steps. First and foremost, don’t even touch the laptop
unless you have the proper documentation from the manufacturer and you’re
wearing a ground strap. Remove all power sources from the unit including the
battery and the AC adapter. Next, follow the listed steps.

Document and
label cable and screw locations

Take pictures if you can.

Organize parts

There are several ways to organize the removed parts. You can
take notes and tape the screws to a piece of paper. You can use the repair
manual and tape the screws next to the appropriate instructions. You can also label
the removed parts and organize them using an empty egg carton or pill box.

Refer to
manufacturer resources

Always check the diagrams or pictures in the repair manual. Follow
all instructions to the letter.

appropriate hand tools

You will find different screw sizes, lengths, and screw head
configurations inside a laptop. These include different sized Phillip’s heads,
flat heads, and Torx heads. Your repair manual will have these screw head
configurations clearly labeled. Use the right tool for the job or damage to the
screw may result.

That’s it for 5.5. Only two Sub-Objectives left to go for A+ 220-1001 and if you have read them all, you are that much closer to success. Good luck on the test!

Click here for A+ Exam Simulations 220-1001 & 220-1002

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