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A+ Core 2 · CompTIA 220-1202 V15 · Objective C2-3.2

Given a scenario, troubleshoot common mobile OS and application issues

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Objective 3.2: Given a scenario, troubleshoot common mobile OS and application issues

Cert: CompTIA A+ Core 2 (220-1202) V15 Domain: 3.0 Software Troubleshooting Weight: Part of the 23% Software Troubleshooting domain Depth: Given a scenario, troubleshoot. The candidate must diagnose mobile app and OS issues including launch failures, crashes, update failures, performance, battery, connectivity, autorotate.

What this objective tests

You should know the standard escalating fix ladder for mobile app issues (force quit > clear cache > reinstall > factory reset), recognize connectivity issue patterns (Bluetooth, Wi-Fi, NFC), and identify autorotate and other OS quirks.

Key facts

Application fails to launch:

  • App icon tapped but app doesn't open or crashes immediately.
  • First steps: force quit and relaunch, restart device, check for app update, check for OS update, reinstall app.
  • Background: app may need permissions it doesn't have (camera, microphone, storage). Check app settings.

Application fails to close / crashes:

  • App is stuck or crashes mid-use.
  • Force quit (recent apps view, swipe up on iOS / swipe away on Android).
  • Clear app cache (Android: Settings > Apps > [app] > Storage > Clear cache). iOS doesn't have direct cache-clear; offload and reinstall the app.

Application fails to update:

  • Store update stuck or fails.
  • Check storage space (full storage prevents update). Check internet connection. Sign out and back in to the store. Restart device.
  • iOS: App Store > profile > update. Android: Play Store > Manage apps > update.

Application fails to install:

  • Store install fails.
  • Same causes as update failure: storage, network, store account state.
  • Region restrictions: some apps only available in certain regions; check store country.

Slow to respond:

  • App is laggy or unresponsive.
  • Restart device. Check storage (full storage causes slowness on most mobile OSs). Update app. Reinstall.
  • Background: too many apps in memory; close some. Old hardware may simply be underpowered for the latest app version.

OS fails to update:

  • iOS or Android OS update doesn't complete.
  • Check storage (OS updates need several GB free). Check battery (some updates require >50% or plugged in). Check Wi-Fi.
  • Android device-specific: vendor update may have been recalled; check for current build available.

Battery life issues:

  • Battery drains faster than normal (covered in Core 1 obj 5.5 from the troubleshooting angle).
  • Settings > Battery shows per-app usage. Identify the consumer.
  • Background app refresh, location-aware apps, runaway sync, recent OS update, or aging battery (3+ years).

Random reboots:

  • Device reboots without user action.
  • Causes: thermal (device overheating), bad OS update, failing battery, hardware issue (water damage, drop), malicious app.
  • iOS: check Settings > Privacy & Security > Analytics & Improvements > Analytics Data for crash logs.
  • Android: check Settings > System > Reset (some Androids show a recent crash log).

Bluetooth connectivity issues:

  • Device not pairing, audio drops, can't find Bluetooth accessory.
  • Toggle Bluetooth off/on. Forget device and re-pair. Reboot device. Reboot Bluetooth accessory.
  • Range: ~30 feet typical for Class 2 BT. Interference from microwaves, USB 3.0 cables, other 2.4 GHz devices.

Wi-Fi connectivity issues:

  • Won't connect, drops randomly, slow.
  • Forget network and rejoin. Verify correct passphrase. Check signal strength. Reboot router if shared. Toggle airplane mode. Reset network settings (iOS Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings).

Near-field communication (NFC) issues:

  • Tap-to-pay or NFC tag reads fail.
  • Verify NFC is enabled (Settings > Connections / NFC). Verify the back of the device aligns with the reader.
  • iOS Wallet app needs Face/Touch ID for payment confirmation.

Screen does not autorotate:

  • Tilt the device, screen stays in current orientation.
  • Toggle rotation lock (iOS Control Center, Android Quick Settings).
  • Some apps lock orientation (video, games); rotation only works in apps that support both orientations.
  • Hardware: accelerometer/gyroscope failure (rare). Test with the Compass app or built-in diagnostics.

Common gotchas

  • Force quit doesn't fix the cause. If the app crashes again after force quit, dig deeper. Cache, reinstall, OS update.
  • Reinstall didn't really uninstall. On iOS, "Offload App" keeps data; "Delete App" removes app and data. On Android, "Clear data" wipes settings.
  • OS update stuck at "Preparing update." Often a storage issue. Free space and retry.
  • Battery drain blamed on the OS update. Sometimes accurate (new feature enabled by default), often actually a misbehaving app (check per-app battery usage).
  • Wi-Fi randomly drops on iPhone after the network's Wi-Fi password changes. iPhone keeps trying the old credentials. Forget network and rejoin.
  • NFC payments don't work because device hasn't been activated for tap-to-pay. Wallet app first-run + Face/Touch ID setup required.

Real-world context

Standard mobile app troubleshooting ladder:

  1. Force quit and relaunch. Free.
  2. Reboot device. Solves a surprising fraction of issues.
  3. Update app. Check for app update; install.
  4. Update OS. Check for OS update; install if available.
  5. Clear app cache (Android) / offload app (iOS).
  6. Reinstall app.
  7. Reset network settings (if connectivity-related).
  8. Factory reset (last resort).

Connectivity-specific:

  • Wi-Fi: forget and rejoin > router reboot > IP renewal > network reset.
  • Bluetooth: toggle BT > forget and re-pair > reboot device > reboot accessory.
  • NFC: enable in settings > reposition device > verify the reader is working.

When a single user's phone has many issues at once, suspect a problem app (especially a recently sideloaded one on Android), recent OS update, or hardware fault.

Sources

  • [CompTIA A+ 220-1202 Exam Objectives Version 4.0, Section 3.2](../../../../../../30-RevyTechJourney/CompTIA%20A%2B%20220-1202%20Exam%20Objectives%20%284.0%29.pdf)
  • [Apple Support: If your iPhone restarts unexpectedly](https://support.apple.com/en-us/HT204264)
  • [Google: Fix common Android problems](https://support.google.com/android/answer/7664692)
  • [Apple Support: Reset network settings](https://support.apple.com/en-us/108279)