220-1102 Question 632
Single answerBrowser-related symptomsA user reports that every web browser on a Windows 11 laptop opens to an unfamiliar search page, new tabs occasionally redirect to advertising sites, and the browser feels noticeably slower than usual. The issue occurs in both Chrome and Edge, even after the user changes the homepage back to the company standard. Which of the following should the technician do FIRST to address the most likely cause?
- A
Run an anti-malware scan and review installed browser extensions/add-ons for anything unwanted
- B
Replace the laptop's DNS server settings with a public DNS service
- C
Clear the browser cache and cookies in both browsers
- D
Reinstall one affected browser and leave the other unchanged
- E
Disable pop-up blocking because legitimate sites may not be loading correctly
Show answer and explanation
Correct answer: A
Explanation
This scenario matches a common A+ Core 2 browser-related symptom: browser redirects, changed homepages/search engines, and slow performance caused by malware, adware, or malicious browser extensions. Because the behavior affects multiple browsers, the likely cause is not a simple browser cache issue but a broader endpoint problem. Standard troubleshooting practice is to identify the probable cause first, then test the most likely fix with the least disruptive action. Reviewing extensions/add-ons and running an anti-malware scan are appropriate first steps. Microsoft and Google browser support guidance both recognize extensions as a common source of unexpected browser behavior, and security best practices recommend scanning for potentially unwanted applications when users report persistent redirects or unwanted changes to browser settings.
- A. Correct.
Correct. The symptoms point to browser hijacking or adware: changed search/home pages, unwanted redirects, and degraded browser performance across multiple browsers. The best first step is to scan for malware/PUPs and inspect extensions or add-ons, because malicious extensions and adware commonly affect multiple browsers on the same system. CompTIA troubleshooting best practices emphasize identifying the probable cause and addressing malware-related symptoms before making unrelated configuration changes.
- B. Incorrect.
Incorrect. While incorrect or malicious DNS settings can contribute to redirection issues, they are less likely to explain homepage/search engine changes inside multiple browsers and persistent unwanted behavior after the user resets settings. DNS changes may be part of later investigation, but they are not the best first action based on the full symptom set.
- C. Incorrect.
Incorrect. Clearing cache and cookies can resolve issues such as corrupted sessions, outdated content, or login problems, but it does not typically remove a browser hijacker, malicious extension, or adware that keeps resetting the homepage or causing ad redirects. This is a plausible but incomplete response.
- D. Incorrect.
Incorrect. Reinstalling one browser is unlikely to resolve the problem if the behavior is present in multiple browsers. That points to a system-wide issue such as malware, a malicious extension installed in more than one browser, or unwanted software on the endpoint. Reinstallation may waste time without addressing the root cause.
- E. Incorrect.
Incorrect. Pop-up blocking is not the cause of unfamiliar search pages, unwanted redirects, or settings changing back after correction. Disabling pop-up blocking would not remediate the issue and could increase exposure to additional unwanted content.