220-1102 Question 575
Single answerPlug-insA user reports that after installing a free browser plug-in to convert web pages to PDFs, their browser now opens unwanted tabs, displays extra ads, and feels noticeably slower. The user still needs PDF conversion for work, but the company wants to reduce security risk and restore browser performance. Which action should the technician take FIRST?
- A
Disable or remove the recently installed browser plug-in and verify whether the symptoms stop
- B
Reimage the workstation immediately because any browser plug-in infection requires a full rebuild
- C
Clear the browser cache and cookies, then leave the plug-in installed so the user can keep working
- D
Upgrade the user's RAM because browser slowdowns after installing add-ons usually indicate insufficient memory
Show answer and explanation
Correct answer: A
Explanation
Browser plug-ins, extensions, and add-ons can improve functionality, but they are also a common source of browser instability, performance problems, and potentially unwanted behavior such as ad injection, redirects, and pop-ups. In a scenario where symptoms begin right after a new plug-in is installed, the technician should first disable or uninstall that plug-in and test the browser. This aligns with CompTIA A+ Core 2 troubleshooting methodology: establish a theory of probable cause based on recent changes, test that theory, and implement the least disruptive solution first. Best practices also include allowing only trusted plug-ins from reputable sources, removing unnecessary browser add-ons, and reviewing browser extension permissions. Browser vendors such as Google, Mozilla, and Microsoft all provide guidance for managing and removing extensions when they cause performance or security issues.
- A. Correct.
Correct. The symptoms began after a new browser plug-in was installed, and unwanted tabs, ad injection, and reduced performance are common signs of a malicious or unwanted browser extension/add-on. The best first step is to disable or uninstall the suspected plug-in and confirm whether the issue is resolved. This follows standard troubleshooting practice: identify the recent change, test the suspected cause, and remove unnecessary or risky software.
- B. Incorrect.
Incorrect. Reimaging may be appropriate in severe or persistent malware cases, but it is not the first action here. A+ troubleshooting emphasizes starting with the least invasive corrective action that addresses the most likely cause. Since the issue started after a specific plug-in was installed, removing that plug-in is the appropriate initial step.
- C. Incorrect.
Incorrect. Clearing cache and cookies can help with browsing issues such as stale sessions or corrupted site data, but it does not address a malicious or poorly behaving plug-in that is injecting ads or opening tabs. Leaving the plug-in installed ignores the most likely root cause.
- D. Incorrect.
Incorrect. Although insufficient RAM can contribute to poor browser performance, it would not explain the appearance of unwanted tabs and extra advertising immediately after a plug-in installation. This option focuses on a hardware symptom while missing the software/security cause.