220-1002 · Question #705
A technician is attempting to resolve an issue with a customer's smartphone. The customer can no longer unlock the smartphone due to an "incorrect pattern" message appearing onscreen, The customer…
The correct answer is A. The smartphone's data cable is disconnected. The decisive clue is the contrast in behavior: the touchscreen is completely unresponsive (cannot register pattern or PIN input) while the physical side buttons (volume and power) work perfectly. This asymmetry points to a disconnected internal data cable - specifically the…
Question
A technician is attempting to resolve an issue with a customer's smartphone. The customer can no longer unlock the smartphone due to an "incorrect pattern" message appearing onscreen, The customer explains that the option to "make pattern visible" is unchecked in the security settings. The customer has also unsuccessfully tried to unlock the smartphone using a PIN. The customer is certain the pattern and PIN being entered are both correct. The technician is unable to click the proper options onscreen to perform a reset, but can select it without issue using the side buttons designed for volume and power. Which of the following describes the root cause of the issue?
Options
- AThe smartphone's data cable is disconnected.
- BThe smartphone's side buttons are becoming sticky.
- CThe smartphone has very little free space available.
- DThe smartphone screen needs to be calibrated.
How the community answered
(23 responses)- A74% (17)
- B4% (1)
- C13% (3)
- D9% (2)
Explanation
The decisive clue is the contrast in behavior: the touchscreen is completely unresponsive (cannot register pattern or PIN input) while the physical side buttons (volume and power) work perfectly. This asymmetry points to a disconnected internal data cable - specifically the digitizer/display ribbon cable - rather than a software or calibration problem. A disconnected cable cuts off touch input entirely while leaving hardware buttons unaffected. Sticky side buttons (B) would impair physical buttons, not the screen. Low storage (C) causes slowness, not touch failure. Screen calibration issues (D) typically produce drift or inaccuracy, not a total loss of touch input.
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