220-1102 Question 294
Single answerDeviceA company issues Android tablets to warehouse staff. Several users report that one tablet now installs apps from pop-up links in the browser and displays persistent ads even when no business apps are open. The technician confirms the device is connected to the corporate Wi-Fi and must be returned to service quickly without risking company data. Which action should the technician take FIRST to address the issue securely?
- A
Perform a factory reset on the tablet, then reinstall required business apps and reapply company settings
- B
Clear the browser cache and disable pop-up notifications, then return the tablet to the user
- C
Install a third-party ad blocker from the app store to stop the pop-up behavior
- D
Root the tablet so the technician can manually remove hidden advertising files
Show answer and explanation
Correct answer: A
Explanation
The best first action is to perform a factory reset and then restore the device to a known-good configuration. For A+ Core 2 mobile-device security scenarios, symptoms such as unauthorized app installation and persistent ads indicate malware or potentially unwanted software. Because mobile platforms are designed to be restored quickly, a reset is often the safest and fastest way to regain trust in the device. Afterward, the technician should reinstall only approved applications, apply corporate management settings, and verify the user is not allowed to install apps from unknown or unapproved sources. This approach is consistent with vendor best practices for Android device remediation and general security guidance from organizations such as NIST, which emphasizes restoring compromised endpoints to a known-good state rather than relying on superficial symptom cleanup.
- A. Correct.
Correct. On a mobile device showing signs of malware or potentially unwanted app installation, a factory reset is the most reliable first remediation step when the device must be returned to a trusted state quickly. This removes installed apps and user-level malware, after which approved business apps and management settings can be restored. In an enterprise setting, this aligns with standard mobile-device malware response and least-risk recovery practices.
- B. Incorrect.
Incorrect. Clearing the browser cache and disabling pop-ups may reduce symptoms, but it does not reliably remove malicious apps, profiles, or other unwanted software already installed on the tablet. This is a common mistake because the issue appears browser-related, but the scenario indicates broader compromise through app installation and persistent ads outside normal app use.
- C. Incorrect.
Incorrect. An ad blocker may hide some symptoms, but it does not remediate malware or unauthorized app installation. It also introduces another nonessential app onto a potentially compromised device. The misconception here is treating the problem as simple advertising nuisance rather than a security incident requiring trusted recovery.
- D. Incorrect.
Incorrect. Rooting a corporate tablet weakens platform security, violates normal support and warranty practices, and increases risk. A+ best practices emphasize using supported remediation methods on mobile devices. Rooting is not an appropriate first response to malware symptoms on an enterprise-managed device.