220-1102 Question 622
Single answer3.4 Given a scenario, troubleshoot common personal computer (PC) security issues.A user reports that their Windows 11 laptop has become very slow over the last two days. When the technician logs in, the web browser opens to an unfamiliar search page, multiple pop-up ads appear even when no browser window is open, and the user's antivirus shows as disabled in Windows Security. The user says they installed a free PDF converter from a pop-up ad earlier in the week. Which of the following is the MOST likely cause of these symptoms?
- A
The system was infected with malware that installed a potentially unwanted application and altered security settings
- B
The user profile is corrupted and needs to be recreated
- C
Windows Update installed an incompatible driver that caused browser instability
- D
The system is low on storage space, causing Windows Security services to stop
Show answer and explanation
Correct answer: A
Explanation
This scenario describes classic signs of malware infection or a potentially unwanted application: unexpected browser redirection, pop-up advertisements, poor performance, and disabled antivirus protection after the installation of untrusted software. CompTIA A+ Core 2 objective 3.4 expects candidates to identify symptoms of malware and other PC security issues in realistic scenarios. Industry best practices and Microsoft security guidance support treating these signs as a likely compromise: disconnect the system from the network if appropriate, verify Windows Security status, update antimalware definitions if possible, run full scans, remove suspicious applications and browser extensions, and confirm that security protections are re-enabled after cleanup. The key is correlating multiple security-related symptoms rather than focusing on a single performance complaint.
- A. Correct.
Correct. The combination of symptoms strongly indicates malware or a potentially unwanted application (PUA/PUP): browser hijacking to an unfamiliar search page, pop-up ads outside normal browsing activity, degraded performance, and antivirus being disabled. Installing a 'free' utility from a pop-up ad is a common infection vector. On A+ Core 2, candidates are expected to recognize these signs as a likely malware-related security issue and begin appropriate remediation, such as isolating the device, running updated antimalware scans, and removing suspicious software.
- B. Incorrect.
Incorrect. A corrupted user profile can cause login issues, missing settings, or application problems within that profile, but it would not typically explain browser hijacking, ads appearing when no browser is open, or antivirus being disabled. This choice reflects the misconception that any unusual desktop behavior points to profile corruption, when the security-related indicators here are more specific.
- C. Incorrect.
Incorrect. A bad driver from Windows Update might cause crashes, poor performance, or hardware malfunctions, but it would not normally change the browser home page/search provider or disable antivirus protection. This distractor is plausible because performance problems can follow updates, but it does not fit the full set of symptoms.
- D. Incorrect.
Incorrect. Low disk space can slow a system and interfere with updates or temporary file creation, but it does not usually generate persistent advertising pop-ups or redirect browser searches. Windows Security services are not expected to be disabled simply because free space is low. This option targets the common mistake of attributing all slowness issues to storage shortages.