CompTIA®A+ Core 2 Exam Notes : Troubleshooting mobile OS and application issues

4. Software troubleshooting

4.2 Troubleshooting mobile OS and application issues

Common symptoms: Many mobile device problems have simple solutions that are really easy to diagnose and the repair is just as simple. When you encounter display problem on a mobile device diagnosis is usually simple the repair is another matter.

Dim display: In smartphones you should check the brightness settings to ensure that they have not been inadvertently changed. Many android devices allows to choose between manual settings of brightness and auto brightness.

Intermittent wireless: Almost all mobile devices include an internal wireless card. This is convenient, but it can be susceptible to interference between the device and the access point or cell tower. You can reduce the number of items blocking the signal between the two devices.

No wireless connectivity:When there is no wireless connectivity, it is usually because of one of two things.

  • The wireless capability is disabled, it is easy to disable inadvertently. There can also be a hardware switch on the side, front, or back of the case.
  • The wireless antenna is bad or the cable needs to be replaced.

When troubleshooting lack of wireless (Wi-Fi) connectivity, use the following steps:

  • Power cycle the AP or wireless router

  • Power cycle the device.

  • On a smartphone check the wireless settings to ensure that WiFi is on. Also make sure that Airplane mode is off.

  • Disconnect and reconnect

  • Verify that the wireless device is using the correct password.

No Bluetooth connectivity: Bluetooth is also enabled and disabled with a key combination and can be disabled easily. In a smartphones and laptops problem may occur after an upgrade or update of some sort. This may due to some driver is missing from the upgrade or corrupted or overwritten during the upgrade process. Following are the things you can try on a smartphone.

1. Power cycle the device.
2. Remove the battery and put it back in.
3. Clear the Bluetooth cache.

Turn on Bluetooth from Quick Settings, in Android (all versions)

This method works same in all versions of Android, and it involves using Quick Settings.

1. To access them, flick downwards on the top side of the screen of your Android device. You should see several quick settings displayed.

If one of them has the Bluetooth symbol, tap on it. If you do not see the Bluetooth icon, you need to expand the list of quick settings. To do that, flick downwards one more time, on the top side of the screen or press the Expand icon on the bottom of your quick settings.


It looks like an arrow pointing downward. Then, tap the Bluetooth symbol to turn Bluetooth on. The Bluetooth symbol changes its color to signal that Bluetooth is now turned on.

Slow performance: Extremely short battery life and overheating – This condition is related to heat and also 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 could be a combination of too many apps exhausting your resources and generating unwanted heat. Shut the device down and let it cool. Restart it and use your application manager to see exactly what gets loaded at startup. Make adjustments to the apps for resource usage and monitor the device for a recurrence of the heat issue. And 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. You create your public key and share it with people you need to receive encrypted email from. If you can’t decrypt email at all the focus of the problem would be on your machine. It appears your public key is corrupt. You should recreate your public key and share it with your confidential contacts.

Frozen system: In this case a system may lockup or freeze and it cannot be recovered. The only option is to do a soft reboot. Each manufacturer has a different method for rebooting from a lockup. Follow the manufacturer’s instructions for doing this.

No sound from speakers: Occasionally, a device can be unknowingly put into silend mode, which will keep sound from being sent out of the speakers, headphones or other connected devices. You can usually raise the volume simply by clicking the up volume button. There are several different volume controls for sound. Below fig. Shows a typical android interface for sound controls. You can see that the Media sound is completely off, whereas all the other volume controls are set to allow audio volume.

No sound from speakers

You can check the volume controls on an android device by tapping Setitngs > Sounds and Vibration > Volume.

Touchscreen non-responsive: A non-responsive touch screen can have a variety of causes, to get back in.

1. If you have the screen protector remove it.
2. Turn the device off, and then clean the screen and your hands thoroughly.
3. Don’t reinstall the screen protector until it can be ruled out as a problem,
4. Restart the device and recalibrate the screen.

Apps not loading: When an app will not load on a mobile device, the first item to check is that the app is the right version for the device. Not all apps work on all devices. When an app has been working and now won't open or load when you access it, try the following items.

1. Check whether there is an update for the app.
2. Force the app to quit.
3. Before downloading the app make sure that you have enough space for the app.
4. If the app is resource intensive, ensure that your device has the resources to run the app.

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