220-1102 Question 511
Single answerAnti-malwareA user reports that their Windows 11 laptop has become unusually slow and displays persistent pop-up ads even when no browser windows are open. The antivirus application is installed but has not detected anything. As a technician, you suspect adware or potentially unwanted programs (PUPs). Which action should you take FIRST to best follow anti-malware best practices while improving the chances of successful removal?
- A
Boot the laptop into Safe Mode and run updated anti-malware scans
- B
Uninstall the web browser and reinstall it to remove the pop-ups
- C
Delete temporary files and browser cache, then reboot normally
- D
Disable User Account Control (UAC) so the anti-malware tool can remove files more easily
Show answer and explanation
Correct answer: A
Explanation
For A+ Core 2, candidates should recognize the standard malware-removal workflow: identify symptoms, isolate the affected system if appropriate, disable System Restore when required by procedure, remediate using updated anti-malware tools, schedule scans and run them in Safe Mode when necessary, then re-enable protections and educate the user. In this scenario, the existing antivirus has not found the threat, so the best first technical action is to boot into Safe Mode and run updated anti-malware scans. This aligns with common support best practices and Microsoft guidance that Safe Mode loads a minimal set of drivers and startup programs, which can help when troubleshooting software that persists during normal operation.
- A. Correct.
Correct. A standard CompTIA A+ malware-removal best practice is to quarantine or isolate the system if needed, then remediate using updated anti-malware tools. Booting into Safe Mode can prevent many nonessential startup items, adware components, and malicious processes from loading, which improves detection and removal success. Updating signatures before scanning is also important because the currently installed antivirus may be outdated or missing newer PUP/adware definitions.
- B. Incorrect.
Incorrect. Reinstalling the browser may remove some browser-specific extensions, but the scenario states pop-ups appear even when no browser windows are open, which suggests a broader system-level issue such as adware, malicious startup items, or PUPs. This step is too narrow and does not follow the recommended first-response anti-malware process.
- C. Incorrect.
Incorrect. Clearing temporary files and cache can be a useful cleanup step and may remove some malicious scripts or cached content, but it is not the best first action when active adware or PUP behavior is suspected. It does not address malicious services, scheduled tasks, startup entries, or installed unwanted applications.
- D. Incorrect.
Incorrect. Disabling UAC is not an anti-malware best practice and reduces system security. Anti-malware tools should be run with appropriate administrative authorization when needed, not by weakening Windows protections. Lowering UAC can make the system more vulnerable and is not part of recommended malware-removal procedures.