You are in the process of isolating a customer issue and have ruled out an environmental or educational cause. You suspect the issue is with the device. If the issue is with the device software…

Question

Options

• ASleep/Wake button
• BFaulty video board
• CThird-party software
• DUser-installed data such as images or documents
• EThe operating system
• FDamaged display
• GUser installed parts

• B
  4% (1)
• C
  93% (26)
• G
  4% (1)

Explanation

When the question specifies device software, it's drawing a line between software-based causes and hardware-based ones. C (third-party software), D (user-installed data), and E (the operating system) are all correct because they are software-layer issues: a misbehaving app, a corrupted or problematic file, or a flawed OS can all cause device failures without any physical component being broken.

The distractors - A (Sleep/Wake button), B (faulty video board), F (damaged display), and G (user-installed parts) - are all hardware components. Even though G involves something the user installed, parts like RAM or a hard drive are physical, not software, so they belong to a hardware diagnosis rather than a software one.

Memory tip: Ask yourself, "Can I touch it?" If yes (button, board, display, physical part), it's hardware - eliminate it. If it runs, loads, or installs (apps, files, OS), it's software - keep it.

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