Software Troubleshooting

A technician has identified and quarantined malware on a Windows workstation. Before beginning the remediation and cleaning of the infected system, the technician wants to ensure that the malware cannot be reintroduced from a saved restore point during the cleanup process. According to the CompTIA best-practice malware removal procedure, which step should the technician perform at this point?

A technician has just finished cleaning a workstation that was infected with malware from a malicious email attachment. The system has been quarantined, remediated, updated with current anti-malware definitions, scheduled scans and System Restore have been re-enabled, and a fresh restore point was created. According to the CompTIA 7-step malware removal best practice, what should the technician do as the FINAL step?

A user reports that their workstation is running slowly, displaying pop-up ads, and redirecting web searches. A technician arrives and confirms the behavior. According to CompTIA's best-practice malware removal procedure, what is the technician's NEXT step after identifying and verifying these symptoms?

A technician has identified malware on a workstation, verified the symptoms, and disconnected it from the network. System Restore has been disabled and antivirus definitions have been updated. According to CompTIA's best-practice malware removal process, what is the technician's NEXT action?

A technician has just successfully cleaned malware from a user's workstation by booting into Safe Mode, running remediation tools, and confirming the system is clean. Following the CompTIA best practice malware removal process, the technician re-enables System Restore and creates a fresh restore point. Which step should the technician complete NEXT before finishing the job?

A technician is following CompTIA's best-practice malware removal process on an infected workstation. The technician has already identified and verified the malware symptoms and has quarantined the affected system by disconnecting it from the network. The technician has also disabled System Restore in Windows. What is the NEXT action the technician should perform before running the anti-malware scan?

A user reports that a single banking app on their Android phone repeatedly crashes to the home screen immediately after launching, while all other apps work normally. The phone has adequate storage, and a restart did not help. Which action should the technician try FIRST?

A user reports that after installing a free game from a third-party site, a screen mimicking their banking app's login page appeared over the real app when they opened it. Their bank later flagged unauthorized transactions. Which type of mobile security issue does this MOST likely describe?

A user reports that their company smartphone becomes noticeably warm even when idle in a pocket, the battery drains from full to empty within about four hours, and mobile data usage has spiked far above normal on the carrier bill. The device is not being used any more than usual. Which action should the technician take FIRST to identify the cause?

A user reports that every time they open the corporate email app on their company smartphone, they receive a warning that the server's security certificate is invalid or untrusted. The same warning appears on the built-in browser when visiting internal HTTPS sites. Other coworkers on the same network are not seeing these warnings. What is the MOST likely cause?

A user reports that their company smartphone now charges very slowly and sometimes stops charging unless the cable is held at a certain angle. The battery health in settings shows 94%, and the device is running the latest OS. What should the technician check FIRST?

A user reports that their Android smartphone display no longer rotates when the phone is turned sideways while browsing photos and using the web. Other apps and functions work normally. Which of the following should the technician check FIRST?

A user reports that a banking app on their Android phone repeatedly crashes on launch. Other apps work fine, the device has ample free storage, and the app was reinstalled without success. The technician notices the phone is running an OS version several releases behind the current one, and the app store shows the app now requires a newer OS version. What is the MOST likely cause of the crashing?

A user reports that the mapping app on their company smartphone repeatedly places their location several blocks away and sometimes fails to lock on entirely. The phone has a strong cellular signal and other apps function normally. Which action should the technician try FIRST to resolve the inaccurate GPS positioning?

A user reports that their Android phone displays full-screen pop-up advertisements even when no apps are open and the screen is idle. The ads sometimes appear over the home screen and lock screen. The user recently installed a free flashlight app from a third-party website. Which action should the technician take FIRST to resolve the issue?

A user reports that their company smartphone randomly reboots several times a day and that the touchscreen occasionally becomes completely unresponsive for a few seconds before returning to normal. The device is running the latest OS version, has plenty of free storage, and no recently installed apps. Which action should the technician perform FIRST to isolate the cause?

A user reports that their company-issued smartphone has become extremely sluggish over the past week. Apps take a long time to open, the camera fails to save photos, and system updates will not install. The device is only two years old and was performing normally before. Which action should the technician take FIRST to resolve the issue?

A user reports that their company-issued smartphone has consumed nearly its entire monthly cellular data allotment within the first week, even though their usage habits have not changed. The device also feels warm when idle and the battery drains faster than normal. A review of the data usage screen shows a recently installed 'flashlight' utility responsible for the majority of background data. Which action should the technician take FIRST to address the most likely cause?

A user reports that after entering their credentials on a Windows 10 workstation, the screen goes completely black except for a movable mouse cursor. The system does not display the desktop, taskbar, or icons. Safe Mode boots normally. Which action is the MOST likely to restore the normal desktop when logged in normally?

A technician powers on a Windows desktop that worked yesterday. Instead of loading Windows, the screen displays 'No operating system found.' The technician confirms the SATA drive spins up and is detected in the UEFI/BIOS setup, and a USB flash drive is plugged into a front port. What is the MOST likely cause of this error?