220-1102 Question 576
Single answerExtensionsA user reports that their web browser has started opening a shopping site on every launch and search results are being redirected to unfamiliar pages. The browser also feels slower than usual. You verify that the issue occurs only in that browser and began shortly after the user installed a free PDF utility. Which action should the technician take FIRST to address the most likely cause?
- A
Disable and remove suspicious browser extensions, then relaunch the browser and retest
- B
Reformat the workstation and reinstall the operating system
- C
Replace the browser with a different browser application
- D
Flush the DNS cache and renew the IP configuration
- E
Reset the user's homepage shortcut in the Start menu
Show answer and explanation
Correct answer: A
Explanation
This scenario reflects a common real-world problem: potentially unwanted programs bundling browser extensions with free software. In A+ Core 2, candidates should recognize that browser extensions/add-ons can affect startup pages, search providers, redirects, ads, and browser performance. The most appropriate first action is to check the browser's extension or add-on manager and disable/remove anything suspicious, then retest. This follows standard troubleshooting methodology: identify the most likely cause, start with the least invasive corrective action, and verify functionality after the change. Browser vendors such as Google, Mozilla, and Microsoft provide built-in extension management tools specifically for reviewing and removing unwanted extensions.
- A. Correct.
Correct. Unwanted browser behavior that starts after installing freeware commonly points to a malicious or unwanted browser extension/add-on. Extensions can change the homepage, inject ads, redirect searches, and slow performance. The first troubleshooting step is to inspect installed extensions, disable or remove suspicious ones, and retest before taking more disruptive actions.
- B. Incorrect.
Incorrect. Reformatting and reinstalling the OS is far too drastic as a first step. The symptoms are isolated to a single browser and are strongly consistent with a browser extension issue rather than a system-wide failure. CompTIA troubleshooting best practice is to start with the least invasive, most likely fix.
- C. Incorrect.
Incorrect. Installing or switching to another browser may temporarily avoid the symptom, but it does not remove the root cause from the affected browser profile. If the extension remains installed, the problem persists when the user returns to that browser.
- D. Incorrect.
Incorrect. DNS issues can cause resolution problems, but they do not typically cause a browser to open a shopping site on launch or inject redirects tied to one browser after a freeware installation. This option addresses network name resolution, not unwanted browser extensions.
- E. Incorrect.
Incorrect. Resetting a Start menu or desktop shortcut could help if the shortcut target had been modified, but the scenario includes altered searches, performance issues, and timing after installing freeware, which more strongly indicates an unwanted extension. A shortcut issue alone would not typically explain all symptoms.