(5.0) Hardware and Network Troubleshooting (5.5) Given a scenario, troubleshoot common issues with mobile devices.

Problems with Mobile Devices

Mobile devices are here to stay. For the purposes of the CompTIA A+ exam, the term refers to laptops and smaller devices. The only difference is they are smaller—much smaller—than other devices. Compact and portable, mobile devices can be much tougher to troubleshoot than conventional devices. Your company policy will dictate the level of repair you will be required to perform on these. If the device is personally owned, you might not be required to work on it. Keep in mind that the questions about this area will begin with a scenario.

Common Symptoms

Below are some fairly common symptoms and corresponding questions you should ask with regard to mobile devices. Ensure you have a very clean workspace and sufficient lighting prior to undertaking a major repair.

Poor Battery Health

Poor battery health can be evident by checking to see if a device works when physically plugged into a power source or if a fully charged battery drains very quickly with normal usage; within 30 minutes, for example. For a battery that will not hold a charge at all, replace the battery. With a laptop that holds a poor charge, you can attempt to perform a battery calibration before resorting to a battery replacement. With a smartphone, you can drain the battery completely and recharge before replacing the battery.

Swollen Battery

A swollen battery is a battery that is visibly distended. The image below shows how this might appear. Turn off the device immediately and replace the battery.

Broken Screen

A broken screen will have to be replaced if the break is severe enough to affect functionality.

Improper Charging

Most mobile devices have a charging indicator light or icon of some sort. While it is rare for the indicator to fail, it may happen. To check for this issue, plug the device in with a known working charger and see if the indicator is on. Improper charging is typically caused, however, by a connection issue, such as a damaged cable or the use of an aftermarket cable that is not fully compatible with the device.

Poor/No Connectivity

When troubleshooting poor/no connectivity, begin by checking to make sure the appropriate connectivity method is on, such as Bluetooth® or wireless. If the connection method is enabled, check the signal strength of the connection. Poor connectivity can be caused by too much distance between the sending and receiving devices.

Liquid Damage

Liquid damage can cause significant issues with a mobile device. If liquid damage is suspected, turn off the device immediately and let the device air dry. A laptop with significant liquid damage may be disassembled and cleaned using demineralized water and a lint-free cloth.

Overheating

Overheating can cause a device to shut down or not function properly. If overheating is suspected, shut down the device immediately and allow it to cool. To reduce the likelihood of overheating, ensure that the device is allowed proper airflow and keep all flow components clean and clear of dust and debris.

Digitizer Issues

To address digitizer issues on a laptop, you may go into the settings of the device and attempt to recalibrate the digitizer. If the digitizer cannot be calibrated or fixed, you may be able to work around the issue by using a mouse and keyboard for input. With a mobile phone, the only method for fixing the digitizer is to fully power off the device and power it back on. If this does not fix the issue, the screen will need to be replaced.

Physically Damaged Ports

With a physically damaged port, the only solution is to replace the port.

Malware

Malware is any malicious software designed to disrupt the usage of, cause damage to, or gain unauthorized access to an infected device. If malware is suspected, antivirus and antimalware software can identify, isolate, and remove most malware as well as defend against incoming malware. A firewall can also be used to help prevent infection.

Cursor Drift/Touch Calibration

Cursor drift is most commonly caused by a faulty pointing stick. You may move the input device around in an attempt to resolve the issue, or you can also attempt to recalibrate it. Recalibration can also be used to remedy faulty calibrations on touch screens.