A technician is troubleshooting an issue affecting all company laptops. All the laptops have exactly the same hardware. The screens present glitches every time the users move their mouse pointers over the screen. The technician discovers there was a recent OS update deployed throughout the company, which includes new versions for video drivers. Restarting the laptop in safe mode will not present the issue. Which of the following should the technician do NEXT?
A) Roll back the video card device drivers for all computers and escalate the issue to the video card vendor.
B) Remove the current video drivers from all computers and advise users to work this way until the issue gets fixed.
C) Advise all users to work in safe mode until the issue gets fixed and escalate the issue to the video card vendor.
D) Reinstall the OS on all devices in the company to eliminate any traces of the current video drivers, then rerun the updates manually excluding the video drivers.

Question

Quizplus · Accepted Answer

The issue is likely caused by the new video drivers included in the recent OS update. Rolling back the video card device drivers to the previous version is a logical next step to resolve the issue, as it was not present before the update. Escalating the issue to the video card vendor can help find a permanent solution.

A Technician Is Troubleshooting an Issue Affecting All Company Laptops