220-1102 Question 561
Single answerUntrusted sourcesA help desk technician is troubleshooting a Windows 11 laptop for a user who says a free PDF utility was downloaded from a pop-up ad because the company portal version "wouldn't install fast enough." Since then, the browser homepage has changed, multiple ads appear even when no browser is open, and the system is noticeably slower. Company policy prohibits software from unverified websites. Which action should the technician take FIRST to address the most likely cause?
- A
Run a full antimalware scan and remove the untrusted application
- B
Disable the Windows firewall to determine whether network filtering is causing the pop-ups
- C
Install a different browser to see whether the issue is limited to the current browser profile
- D
Update the PDF utility from the vendor's pop-up link so it installs the missing components correctly
Show answer and explanation
Correct answer: A
Explanation
This scenario tests recognition of risks from untrusted sources, a common A+ Core 2 security topic. Downloading software from pop-up ads or unverified websites frequently leads to adware, potentially unwanted programs (PUPs), browser hijackers, or malware. The user's symptoms align with malicious or unwanted software rather than a normal application issue. Best practice is to remove the suspicious application, run reputable antimalware tools, and then verify browser settings, startup items, and scheduled tasks if needed. This approach is consistent with Microsoft security guidance to use trusted software sources and with standard endpoint security practices that prioritize containment and scanning before making less targeted changes.
- A. Correct.
Correct. Software obtained from an untrusted source is a common way adware, PUPs, and malware are introduced. The symptoms described, homepage changes, persistent advertisements, and degraded performance, strongly suggest malicious or unwanted software. The best first response is to remove the suspicious application and run a full antimalware scan to identify and remediate related infections or bundled components.
- B. Incorrect.
Incorrect. Disabling the firewall is not an appropriate first step and would reduce the system's protection. The symptoms point to software installed from an untrusted source rather than a firewall filtering issue. A technician should preserve or improve security controls during troubleshooting, not weaken them.
- C. Incorrect.
Incorrect. While browser-specific issues can cause homepage changes or pop-ups, the presence of ads even when no browser is open indicates a broader system-level problem, such as adware or malware running in the background. Installing another browser does not address the likely root cause and could complicate troubleshooting.
- D. Incorrect.
Incorrect. Updating software from the same untrusted pop-up path increases risk. A core best practice is to avoid installing or updating software from unverified sources. The issue is more likely caused by the untrusted application itself or bundled malware, not by missing components that need to be completed through the same source.