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Difficulty: EasyTroubleshooting Mobile OS Performance and Application Issues

A mobile device user reports that a corporate inventory scanning application frequently freezes and responds slowly to touch input. Which of the following initial troubleshooting steps should a technician perform to resolve the performance issue while preserving application settings and user data? (Select TWO.)

  1. Force close the inventory application and restart it.Answer
  2. Clear the application's cache using the device settings menu.Answer
  3. C
    Perform a full factory reset of the mobile operating system.
  4. D
    Clear all storage data for the application in the device management menu.

Answer

The correct initial troubleshooting steps are to force close and restart the application, and to clear the application's cache from the device settings.
Force closing an unresponsive application releases frozen system memory, while clearing the app's cache deletes potentially corrupted temporary files. Both actions follow the least-invasive troubleshooting methodology and resolve performance issues without removing saved user settings, accounts, or application data.

Step-by-Step Solution

1
Identify non-destructive initial troubleshooting actions.
Recognize that force closing the app and clearing its cache address memory and temporary file issues without deleting application data or user settings.
Least-invasive troubleshooting methodology dictates attempting non-destructive actions before resorting to data-clearing or system-reset procedures.
2
Evaluate potential destructive actions.
Rule out clearing app storage data and performing a full factory reset.
Clearing app data wipes user settings and local app databases, while a factory reset completely erases the entire mobile OS.

Key Concept

Troubleshooting Mobile OS Performance and Application Issues using least-invasive steps
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Troubleshooting Mobile OS Performance and Application Issues

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