5.5 – Troubleshooting Mobile Devices: Troubleshooting Mobile Devices

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Questions and Answers

A mobile device user notices their battery life has significantly decreased over a couple of years. What is the most likely cause of this issue?

  • The user is storing too much data on the device, causing the battery to drain faster.
  • The device's operating system is outdated and needs to be upgraded.
  • The device is infected with malware that is consuming battery power in the background.
  • The battery has naturally lost some of its capacity due to repeated recharging cycles. (correct)

A user is traveling to a remote area with no cellular coverage. What is the most effective way to conserve battery life on their mobile device?

  • Enable airplane mode to disable all wireless radios. (correct)
  • Continuously search for available Wi-Fi networks.
  • Lower the screen brightness to the minimum level.
  • Disable location services and close all background apps.

A user wants to identify which apps on their Android device are consuming the most battery power. Where can they find this information?

  • Settings > Display > Power Saving
  • Settings > Battery > Battery Usage (correct)
  • Settings > Security > Battery Optimization
  • Settings > General > App Management

What specific function is disabled when airplane mode is activated on a mobile device?

<p>All wireless communication including cellular, Wi-Fi, Bluetooth, and GPS is disabled. (B)</p> Signup and view all the answers

A mobile device user observes that their device's battery appears swollen. What is the most appropriate course of action?

<p>Discontinue use of the device and handle the battery with caution, avoiding puncture. (C)</p> Signup and view all the answers

Why does a mobile phone consume more battery power when it has a weak cellular signal?

<p>The phone continuously attempts to reconnect to the network, using more power. (A)</p> Signup and view all the answers

If a user is concerned about preserving battery health over the long term, what practice should they generally avoid?

<p>Keeping the device plugged in constantly, even when fully charged. (C)</p> Signup and view all the answers

What is the primary design feature of a mobile device battery that allows it to handle a buildup of gas?

<p>A reinforced casing designed to contain gases from a failing battery. (D)</p> Signup and view all the answers

What is the initial action to take when encountering a swollen battery in a mobile device?

<p>Immediately stop using the device and replace the battery with a known good one. (C)</p> Signup and view all the answers

What is the recommended method for disposing of a faulty swollen battery?

<p>Dispose of it at the nearest hazardous waste facility. (C)</p> Signup and view all the answers

Why is it recommended to perform a backup of a mobile device if its screen is cracked but the device still functions?

<p>To preserve data in case further damage occurs. (C)</p> Signup and view all the answers

Why is it typically necessary to replace the entire display, rather than just the glass, when a mobile device screen is broken?

<p>The glass is usually physically connected to the display underneath. (B)</p> Signup and view all the answers

What is the best immediate action to take to protect yourself if the glass on your mobile device is broken?

<p>Apply clear tape over the broken areas. (A)</p> Signup and view all the answers

What should you do first when your mobile phone is not charging properly?

<p>Check the charging interface for dirt or lint. (B)</p> Signup and view all the answers

When troubleshooting slow charging on a mobile device, after checking the interface, what is the next logical step?

<p>Check the charging cable for damage and ensure it's functional. (A)</p> Signup and view all the answers

If your mobile device is charging slowly, and you suspect a voltage issue, what tool should you use to confirm this?

<p>A multimeter (D)</p> Signup and view all the answers

What is a primary factor that affects the signal strength of a mobile device on a cellular network?

<p>The user's current location. (A)</p> Signup and view all the answers

What action can be taken to improve Wi-Fi performance if interference is suspected from other access points?

<p>Change the channel or frequency of the access point. (D)</p> Signup and view all the answers

According to warranty terms for mobile devices, what type of damage is typically not covered?

<p>Water damage (D)</p> Signup and view all the answers

What are liquid contact indicators (LCIs) used for in mobile devices?

<p>To detect exposure to liquid (D)</p> Signup and view all the answers

What is the first step to take if you accidentally spill water on your mobile device?

<p>Power down the device immediately. (B)</p> Signup and view all the answers

After powering down a wet mobile device, what components should you remove, if possible?

<p>The case, SIM card, and removable battery. (B)</p> Signup and view all the answers

Besides rice, what is a more effective desiccant for drying out a wet mobile device?

<p>Silica gel packs (B)</p> Signup and view all the answers

After a mobile device gets wet, what action should be avoided during the drying process?

<p>Connecting the device to a power source (B)</p> Signup and view all the answers

What is the primary reason mobile devices automatically shut down when they become too warm?

<p>To prevent damage to internal components (B)</p> Signup and view all the answers

Which of the following is the MOST effective first step in troubleshooting a mobile device with a completely unresponsive (black) screen?

<p>Attempting a soft reset by holding down the power button (A)</p> Signup and view all the answers

What is the MOST likely solution if a mobile device only charges when the charging cable is held at a specific angle?

<p>Replacing the system board (C)</p> Signup and view all the answers

Which of these observations is LEAST likely to indicate a malware infection on a mobile device?

<p>An increase in available storage space (B)</p> Signup and view all the answers

How does using the CPU or display of a mobile device affect its temperature?

<p>It increases the temperature due to heat generation. (A)</p> Signup and view all the answers

What is the immediate next step after a 'Slide to power off' message appears on an Apple device?

<p>Sliding the control to power off the device. (A)</p> Signup and view all the answers

For an Android device with a non-removable battery that is unresponsive, what is a common method to perform a hard reset?

<p>Holding down the Power and Volume buttons until the system restarts. (C)</p> Signup and view all the answers

Why might replacing a damaged interface on a mobile device require replacing the entire system board?

<p>Because interfaces are built into the system board. (A)</p> Signup and view all the answers

Apart from running virus scanners, what is a proactive measure one can take to identify potential malware symptoms on a mobile device?

<p>Monitoring app data usage and CPU usage. (B)</p> Signup and view all the answers

When is it acceptable to apply heat to a wet mobile device to speed up the drying process?

<p>Never (C)</p> Signup and view all the answers

If a mobile device frequently overheats, and app usage utilities reveal a particular app using a disproportionate amount of CPU, what is the MOST appropriate course of action?

<p>Temporarily disable or uninstall the problematic app. (A)</p> Signup and view all the answers

Which of the following is a characteristic function of internal mobile device sensors?

<p>Monitoring CPU temperature. (B)</p> Signup and view all the answers

If a mobile phone's screen is black and unresponsive, and a soft reset fails to produce a response, what combination of buttons is commonly used on Apple devices to perform a hard reset?

<p>Power button and Home or Volume Down button. (B)</p> Signup and view all the answers

You suspect that a user's mobile device is infected with malware. Which of the following network activities would provide the STRONGEST evidence to support that suspicion?

<p>The device is transferring unusually large amounts of data, especially at odd hours. (A)</p> Signup and view all the answers

Flashcards

Battery Degradation

Battery capacity decreases with each recharge cycle over time.

Poor Reception Battery Drain

When a device constantly searches for a signal outside network range, it drains the battery.

Airplane Mode

Disables all wireless radios on a device, saving battery life when no connectivity is needed.

Radios Disabled by Airplane Mode

Cellular, Wi-Fi (802.11), Bluetooth, and GPS radios are typically disabled by airplane mode.

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Check Battery Usage

Settings and Battery sections in iOS, iPadOS, and Android provide battery usage details.

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Mobile Battery Shape

Mobile device batteries are flat to fit inside the devices.

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Swollen Battery

A swollen battery indicates a buildup of gas due to battery failure.

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Handling Swollen Batteries

Do NOT open or puncture a swollen battery due to the contained gases.

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Water damaged device recovery

Allow the device to completely dry out in a dry area before attempting to power it on.

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Mobile device heat protection

Sensors inside the device will automatically shut it down to prevent damage.

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App CPU usage check

Use app usage utilities to identify apps that are using a lot of CPU.

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Mobile device response to direct sunlight

Shutting down to prevent damage.

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Soft reset (Apple)

Hold down the Power button until the 'Slide to power off' message appears.

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Hard reset (Apple)

Hold down the Power button and the Home or Volume button for 10 seconds.

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Hard reset (Android)

Remove the battery and reinsert it, or hold down the Power and Volume buttons.

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Damaged interface repair

Damage to the interface may require replacement of the entire system board.

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Malware symptoms on mobile devices

Unusual apps, high data usage, pop-ups, overheating, battery drain, CPU usage.

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Malware detection on mobile devices

Use a third-party application or virus scanner.

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Cursor Drift

The cursor moves erratically or jumps unpredictably on the screen.

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Swollen Battery Safety

Gases are contained to prevent fire risk and additional device damage.

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Swollen Battery Handling

Stop use, replace with a known good battery, and dispose of the old one at a hazardous waste facility.

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Mobile Screen Material

Mobile device screens are commonly made of glass, which can break.

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Action After Screen Breakage

Back up data immediately if the screen is broken but the device is still functional.

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Broken Screen Repair

The entire display needs replacing, as the glass is connected. Also do not touch, it can cut.

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Broken Glass Safety Measure

Use clear tape over broken glass to prevent cuts.

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Charging Port Issue

Dirt and lint can accumulate in charging ports and prevent proper charging.

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Damaged Charging Cable

Check for damage or fraying and test on another device to confirm it works.

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Voltage Check

Use a multimeter to check voltage from the wall outlet and connector.

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Cellular Signal Variance

Signal strength varies based on location due to building materials.

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Wi-Fi Interference

Interference from other devices and access points can affect Wi-Fi performance.

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Improving Wi-Fi signal

Change the channel or frequencies on your access point.

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Water damage exclusions

Water damage is not covered under warranty.

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Liquid Contact Indicators

Sensors inside devices turn color when exposed to liquid.

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First Action for Water Contact

Power down immediately, remove components, and do not plug in.

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Study Notes

  • Mobile devices rely on batteries, which degrade over time with each recharge.
  • Battery capacity diminishes after years of recharging, necessitating battery replacement.

Minimizing Battery Use

  • Be aware of device reception, as phones constantly try to reconnect outside of network range, draining the battery.
  • Enabling airplane mode disables radios, preventing constant signal checks and saving battery life.
  • Airplane mode disables cellular, 802.11 networking, Bluetooth, and GPS radios.
  • iOS, iPadOS, and Android provide built-in battery features under Settings and Battery to check application battery usage.

Battery Issues

  • Mobile phone batteries are flat to fit inside devices.
  • Swollen batteries indicate a buildup of gas due to battery failure.
  • Do not puncture a swollen battery due to potential fire risk.
  • Replace swollen batteries and dispose of faulty batteries at hazardous waste facilities.
  • Swollen batteries can damage devices, potentially requiring device replacement.

Broken Screens

  • Mobile device screens are commonly made of glass, which can break.
  • Back up devices with broken screens due to potential further damage.
  • Broken glass necessitates replacing the entire display, not just the glass.
  • Handle broken glass carefully due to sharpness; use clear tape for protection.

Charging Problems

  • Charging issues can stem from a dirty charging interface, damaged cable, or insufficient voltage.
  • Clean the charging interface carefully to avoid damaging pins.
  • Check for cable damage and test with another device.
  • Use a multimeter to check voltage from the wall outlet and connector.

Signal Strength Factors

  • Signal strength varies based on location, especially inside buildings.
  • Cellular connections have larger signal areas than Wi-Fi networks.
  • Wi-Fi range is limited, and interference from other devices can affect performance.
  • Change Wi-Fi channel or frequencies to improve signal and throughput if interference from other access points is present.

Liquid Damage

  • Liquid damage voids device warranties.
  • Liquid contact indicators (LCIs) inside devices change color upon contact with liquid.
  • Power down device and remove components if water damage occurs.
  • Avoid powering on, charging, or operating the device. Remove case, cards, and battery if possible.
  • Allow device to dry completely in a dry area before attempting to power it on.
  • Although commonly suggested, rice is less effective than desiccants like silica gel packs for drying devices.

Heat Issues

  • Overheating can damage mobile devices.
  • Internal sensors shut down devices to prevent heat damage.
  • Charging, discharging, CPU usage, and display usage generate heat.
  • App usage utilities identify apps causing high CPU usage and heat.
  • Avoid direct sunlight to prevent overheating and automatic shutdown.

Device Freezing

Hard Reset

  • Black screens that don't respond to input may require a reset.
  • For Apple devices, a soft reset involves holding the Power button and sliding to power off.
  • Hard reset Apple device by holding Power and Home/Volume buttons for 10 seconds, then see the Apple logo appear, indicating a restart.
  • On Android can be achieved by removing the battery if removable or, holding Power and Volume buttons.

Damaged Interfaces

  • Damaged interfaces may cause charging or data transfer issues.
  • Bent pins or internal damage may be visible upon inspection.
  • Interface replacements often require replacing the entire system board and expertise and specialized tools.

Malware Symptoms

  • Unusual applications, excessive data transfer, pop-up messages, high CPU usage, and rapid battery depletion indicate malware.
  • Run third-party virus scanners to identify unusual software.

Cursor Drift

  • Cursor drift, where the cursor moves without input, was common in older technologies.
  • Calibration apps can recalibrate the screen and stop random input.

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