RANGER CompTIA A+ Core 2 (220-1202) · chapter 13 of 17
Ticket queue: Phones in trouble
In this chapter Objectives 2.8, 3.2, 3.3
Objective 2.8
Securing mobile devices
Hardening techniques
Lock the device down before it leaves the building:
- Device encryption: on by default with a screen lock on modern iOS and Android
- Screen locks: facial recognition, fingerprint, PIN codes, pattern and swipe. Swipe gives no security; pattern is weak (smudge marks)
- Configuration profiles: settings packages (Wi-Fi, VPN, email, restrictions) pushed to the device, usually by MDM
Exam tip Strongest common choice: biometric plus a strong PIN fallback. 'Swipe to unlock' is not a lock.
Patches and endpoint security
Patch management: install OS updates and application updates promptly; MDM can enforce a minimum OS version. Endpoint security software: mobile antivirus and anti-malware, plus content filtering that blocks dangerous or banned sites and apps.
When a phone is lost
Plan for loss before it happens:
- Locator applications: find the device on a map, play a sound, mark it lost
- Remote wipes: erase the device (or just company data) from the console
- Remote backup applications: cloud backup so a wipe doesn't lose data
- Failed log-in attempts restrictions: delays after bad PINs, or a wipe after a set number (e.g. 10)
Exam tip Lost phone with company data: lock it and locate it; if it can't be recovered, remote wipe.
Policies and procedures
MDM (mobile device management) enforces policy: passcode rules, encryption, app allow lists, remote wipe. BYOD vs. corporate-owned: corporate-owned devices can be fully managed; on BYOD, the company manages only a work profile or container and can selectively wipe company data. Profile security requirements: the rules a device must meet (passcode, OS version, not rooted) before it can reach email or apps.
Exam tip BYOD phone leaves the company: selective (enterprise) wipe of work data, not a full wipe of personal photos.
Check yourself 1A warehouse worker uses his own Android phone for the scanner app. When he quits, the company must remove its data without touching his photos. What should IT use?
- MDM selective wipe of the work profile
- Full remote wipe from the locator app
- Failed log-in wipe after 10 attempts
- Factory reset during his exit interview
Show the answer
Answer: A. MDM selective wipe of the work profile
On BYOD, MDM manages a separate work profile and can wipe only company data, leaving personal content alone.
Objective 3.2
Mobile OS and application issues
App problems
Work from least to most disruptive: close and reopen, restart the device, update, clear cache/data, reinstall.
- Application fails to launch: force stop, restart, clear app cache, update or reinstall
- Application fails to close/crashes: force stop, update the app and the OS, clear cache, reinstall
- Application fails to update: check storage space, network, store account, and whether the app still supports this OS version
- Application fails to install: storage, compatibility with the OS version, MDM restrictions, store sign-in
Device problems
Whole-device symptoms and what to check first:
- Slow to respond: low storage, too many background apps; restart, free space, update
- OS fails to update: not enough storage, low battery (plug in), no Wi-Fi, or the device is no longer supported
- Battery life issues: screen brightness, background apps, weak signal (radio works harder), aging battery (check battery health)
- Random reboots: overheating, a failing battery, a faulty app or OS bug; check updates and battery health
Connectivity and autorotate
Two more symptoms the phone tickets bring in every week:
- Connectivity issues: Bluetooth (re-pair, forget device), Wi-Fi (forget network, toggle airplane mode), NFC (turn it on, case thickness)
- Screen does not autorotate: rotation lock on, the app doesn't support landscape, or sensor fault
Exam tip Screen won't rotate in ANY app? Check rotation lock first. Only one app? That app may be portrait only.
Check yourself 2An iPhone says it can't install the new iOS update. It's on Wi-Fi with 1.2 GB free, and the update needs 6 GB. What should the user do?
- Free up storage, then retry the update
- Reset all settings, then retry
- Turn off Wi-Fi and use cellular data
- Remove the SIM card and restart
Show the answer
Answer: A. Free up storage, then retry the update
OS updates need free space to download and unpack. Freeing storage (offload apps, remove videos) solves it.
Objective 3.3
Mobile security issues
Security concerns
Risky practices that open the door:
- Application source/unofficial application stores: sideloaded apps skip store review
- Developer mode: unlocks debugging and sideloading; leave it off on work devices
- Root access/jailbreak: removes OS protections; most MDM blocks rooted/jailbroken devices
- Unauthorized/malicious application: application spoofing copies a real app's name and icon to trick users
Common symptoms
Signs a phone may be compromised:
- High network traffic and a data-usage limit notification when the user did little
- Degraded response time: sluggish from hidden activity
- Limited or no internet connectivity: changed proxy/VPN settings
- High number of ads and fake security warnings: adware and scareware
- Unexpected application behavior: apps opening, sending messages or asking for new permissions
- Leaked personal files/data: data shows up where it shouldn't
Exam tip Data spike + ads + new unknown app = remove the app, scan, check permissions; if rooted, reset the device.
Practice questions
Answer in your head, then open the answer. Ranger's Help Desk has 444 questions like these for A+ Core 2, with mock exams.
Question 1An employee's company phone containing email and client files was left in a taxi and cannot be recovered. What should IT do to protect the data?
- Push an OS update
- Install antivirus remotely
- Perform a remote wipe
- Enable a locator app
Show the answer
Answer: C. Perform a remote wipe
A remote wipe through MDM or the platform's service erases the device so data cannot be accessed.
Question 2A user misplaced a phone somewhere at home. Which feature helps find it?
- Content filtering
- Remote backup
- Remote wipe
- A locator application
Show the answer
Answer: D. A locator application
Locator apps (such as Find My or Find My Device) show the device's location and can play a sound.
Question 3IT needs to push Wi-Fi settings, VPN settings, certificates and passcode rules to 200 company iPhones. Which method should be used?
- Remote backup applications
- Manual setup by each user
- A locator application on each device
- Configuration profiles via MDM
Show the answer
Answer: D. Configuration profiles via MDM
Configuration profiles bundle settings and restrictions, and MDM installs them on many devices at once.
Question 4A company wants a lost phone's data erased automatically if someone enters the wrong passcode too many times. Which setting should be enforced?
- Content filtering
- Failed log-in attempt restrictions
- A swipe screen lock
- A remote backup application on every phone
Show the answer
Answer: B. Failed log-in attempt restrictions
Failed log-in attempt restrictions can lock the device for increasing periods or wipe it after a set number of failures.
Question 5Employees use their own phones for work email (BYOD). The company needs to remove work data if an employee leaves, without erasing personal photos. What should be implemented?
- A locator app on each phone
- Requiring a swipe screen lock
- MDM work profile with selective wipe
- A full device wipe when the employee leaves
Show the answer
Answer: C. MDM work profile with selective wipe
BYOD policies typically use MDM work profiles or containers so IT can wipe only corporate data. Corporate-owned devices can be wiped fully.
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