220-1102 Question 559
Single answerExtensions and plug-insA user reports that their web browser has become slow, opens a different homepage than the company standard, and displays extra pop-up ads even on trusted websites. The symptoms began shortly after the user installed a free PDF utility that added a browser toolbar. As the technician, you want to address the most likely cause while preserving the user's normal browser functionality. Which action should you take FIRST?
- A
Disable or remove the recently installed browser extension/toolbar from the browser's extensions or add-ons manager
- B
Reimage the workstation to ensure no potentially unwanted software remains
- C
Replace the default browser with a different browser and migrate the user's bookmarks
- D
Reset the TCP/IP stack and flush DNS to clear the malicious redirects
Show answer and explanation
Correct answer: A
Explanation
The scenario strongly indicates a potentially unwanted browser extension or plug-in introduced by bundled software. On the A+ Core 2 exam, candidates are expected to recognize common symptoms of unwanted extensions and toolbars, such as browser slowdowns, unsolicited ads, homepage changes, and redirects. The most appropriate first action is to inspect the browser's extensions/add-ons manager and disable or remove the suspicious item. This aligns with standard troubleshooting methodology: identify the obvious recent change, test the most likely solution first, and use the least invasive fix before escalating to broader remediation. Browser vendors such as Google, Microsoft, and Mozilla provide built-in extension management tools specifically for reviewing, disabling, and removing add-ons. If symptoms persist after removal, additional steps could include uninstalling the bundled application, resetting browser settings, running antimalware scans, and checking for policy-based browser hijacking or startup entries.
- A. Correct.
This is the best first step because the issue started immediately after installing software that added a browser toolbar, which is a common source of unwanted browser extensions, homepage changes, pop-ups, and redirects. In A+ troubleshooting, technicians should begin with the least invasive and most likely fix. Reviewing the browser's extensions/add-ons and disabling or removing the suspicious plug-in directly addresses the probable root cause while preserving user settings and productivity.
- B. Incorrect.
Reimaging is far too drastic as an initial response. Although it may ultimately remove all unwanted software, it is not the appropriate first step when there is a clear and recent change pointing to a browser extension or toolbar. A+ best practice is to verify the likely cause and use the least disruptive corrective action first.
- C. Incorrect.
Changing browsers does not solve the underlying problem if the unwanted software or extension remains installed. In some cases, the associated program may also affect multiple browsers or continue to reinstall components. This option may temporarily avoid symptoms in one browser, but it does not properly remediate the cause.
- D. Incorrect.
Resetting TCP/IP and flushing DNS are network troubleshooting steps that can help resolve connectivity or name resolution issues, but they do not typically remove browser toolbars, extensions, adware behavior, or unauthorized homepage changes. Someone might choose this if they confuse browser redirects with DNS issues, but the scenario specifically points to an extension-related cause.