Mobile Operating System and App Software

True or false? A factory reset preserves the user’s personal data.

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False. Restoring to factory settings means removing all user data and settings.

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You are updating an internal support knowledge base with advice for troubleshooting mobile devices. What is the first step to take if a user reports that an app will not start?

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Use force stop if available and/or reboot the device.

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You are troubleshooting a user device that keeps powering off unexpectedly. You run hardware diagnostics and confirm there is no component fault or overheating issue. What should your next troubleshooting step be?

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Check that the device has sufficient spare storage, and check for updates. If you can’t identify a device-wide fault, test to see whether the issue is associated with use of a single app.

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