Explanation
GPS (Global Positioning System) is a feature that allows a phone to determine its location by receiving signals from satellites. A maps application relies on GPS to provide accurate directions and navigation. If GPS is turned off or not working properly, the maps application may not function as expected.
The other options are not relevant to the issue. Airplane mode is a setting that disables all wireless communication on a phone, including cellular, Wi-Fi, Bluetooth, and GPS. However, since the representative runs a speed test and gets ~10Mbps in both directions, it means that airplane mode is not enabled. PRL (Preferred Roaming List) is a database that contains information about the cellular towers and networks that a phone can connect to. Updating the PRL can improve the phone's signal strength and coverage, but it does not affect the maps application. LTE (Long Term Evolution) is a standard for high-speed wireless communication on mobile devices. It is related to the cellular data speed and quality, but not to the maps application.
To troubleshoot the issue, the technician should check the GPS settings on the phone and make sure that it is turned on and has a clear view of the sky. The technician should also verify that the maps application has permission to access the GPS location. If the problem persists, the technician may suggest resetting the network settings, updating the phone's software, or contacting the maps application's support team.
References:
CompTIA A+ Certification Exam Core 1 Objectives1
The Official CompTIA A+ Core 1 Student Guide (Exam 220-1101) eBook2
How to Fix Google Maps When It's Not Working on Android - MUO3
Apple Maps Not Working? 5 Fixes to Get You Back on the Road (2023)4