A technician is troubleshooting a Windows system in which an application works properly when the computer is booted in Safe Mode but does not function when Windows is loaded normally. What is most likely to be the cause of this issue?
The correct answer and explanation is:
Correct Answer: A conflicting startup program or service
When a Windows system runs an application successfully in Safe Mode but fails during normal startup, the most likely cause is a conflict with a startup program or background service. Safe Mode loads Windows with only the essential system files and drivers. It disables most non-Microsoft services and all startup programs. This limited environment helps isolate problems caused by third-party software.
If the application runs correctly in Safe Mode, it suggests that the core operating system and the application itself are not at fault. The issue likely arises from something that loads during the full startup process. This includes startup programs, services, drivers, or background applications that do not run in Safe Mode. A third-party antivirus program, for example, might block the application from working correctly. Similarly, an outdated or incompatible driver may interfere with normal operation.
To resolve this, a technician can use the System Configuration utility (msconfig). By selecting Selective Startup and disabling services and startup items systematically, the technician can isolate the conflicting component. The Task Manager‘s Startup tab also helps in disabling startup applications one at a time. Once the conflict is identified, the problematic software can either be updated, reconfigured, or removed.
Another possible tool is the Event Viewer, which logs application errors and system events. It can reveal crashes or permissions issues related to startup processes that interfere with the application.
This methodical troubleshooting helps identify the non-essential software or drivers causing the issue without needing to reinstall the application or operating system. By comparing Safe Mode and normal boot behavior, technicians can effectively pinpoint and resolve software conflicts.