3.4 – Troubleshooting Mobile Devices - Troubleshooting Mobile Devices

A user reports that an application on their mobile device is not starting. After restarting the phone, the issue persists. What should be the next troubleshooting step?

When an app on an Android device repeatedly freezes, which sequence of actions should a user take to attempt to resolve the issue without losing data?

A user is unable to update a specific app on their mobile device, but other apps update without issue. They confirm they have a payment method on file. What is the most likely next step to resolve this?

A user attempts to update their mobile operating system, but the update fails to download. They have sufficient storage space. What should they try next?

A mobile device's battery is draining much faster than usual. The user is in an area with weak cellular signal. What is the most effective way to prolong the battery life in this situation?

An older mobile device no longer holds a charge as well as it used to. Besides replacing the battery, what can a user do to maximize the remaining battery life?

A mobile device unexpectedly reboots. After the reboot, the user checks for updates to the OS and apps, but the issue persists. What is the most appropriate next step?

A user experiences intermittent connectivity on their mobile device within a specific building. Other devices on the same network do not have this issue. What is the most likely cause?

A user's mobile device cannot connect to a Bluetooth device. Bluetooth is enabled, but the devices are not pairing. What should the user do first?

A user is unable to use NFC for mobile payments. NFC is enabled in settings. What is the next most likely step to troubleshoot this issue?

A user cannot Airdrop files to another iOS device. Both devices are within 30 feet, Wi-Fi and Bluetooth are enabled. What Airdrop setting should the user check?

The screen on a mobile device is not rotating, even though the device is being physically rotated. What is the first setting the user should check?

After ensuring the rotation lock is disabled, a user's mobile device screen still doesn't rotate in a specific app, but rotates normally in other apps. What is the next most likely cause?

A user finds that restarting an application resolves performance issues temporarily, but the issues consistently return. What long-term solution should the user consider?

If a user suspects their mobile device is rapidly losing battery power due to being on the edge of a mobile network, what action would most quickly confirm if cellular signal strength is the cause?

A user updates their mobile operating system, and after the update, an application that previously worked now crashes repeatedly. What initial troubleshooting step should they take?

A mobile device user is trying to update their operating system, but the update is repeatedly interrupted. They are using a stable Wi-Fi connection and have sufficient storage. What is the next factor they should investigate?

A user's apps keep automatically closing unexpectedly on their mobile device. They have already updated the apps and restarted the device. What is the most likely next step to diagnose the issue?

A user discovers that their mobile device's screen rotation works intermittently. Sometimes it rotates, other times it does not, even with the rotation lock off. What could be a potential cause of this behavior?

A user is unable to Airdrop to a specific contact, despite both devices being nearby and having Wi-Fi and Bluetooth enabled. They have 'Contacts Only' selected in their Airdrop settings. What should they advise the user to check?

When a user's mobile device is constantly searching for a cellular signal in a low-coverage area, which action will conserve battery power most effectively without completely isolating the device?

A user reports that their mobile device reboots unexpectedly only when using a specific application. What troubleshooting step is most likely to provide a solution?

A user is unable to update an application because the app store indicates insufficient storage, even though the device appears to have ample free space. What should the user investigate?

A user’s NFC payments are failing at multiple terminals. They have confirmed that NFC is enabled and their card is properly added to their mobile wallet. What is a possible cause?

A user reports that their mobile device's screen rotation isn't working in any application, even after verifying that the rotation lock is off. They suspect a hardware issue. What initial action should they take before contacting tech support?

A user is trying to Airdrop a file to another iOS device, but the other device isn't appearing as an option, despite being nearby and discoverable. Both devices are connected to different Wi-Fi networks. What should they suggest?

A mobile device continues to automatically reboot even after the user has updated all apps and the operating system. They also ran a battery health check and the results were normal. What is the next most appropriate step?

A user finds that their mobile device connects to Wi-Fi, but has no internet access. Other devices on the same network are working correctly. The user has already restarted the device. What should they check next?

A user's mobile device battery drains extremely quickly, even when the device is not in use. They have already disabled location services and background app refresh. What advanced setting should they investigate next?

A user is experiencing difficulties using NFC because their device struggles to read their payment cards consistently. What physical factor would be relevant to check?