220-1102 Question 633
Single answerRandom/frequent pop-upsA user reports that their Windows 11 laptop has started showing frequent browser pop-ups even when they are not actively browsing. The system has also become noticeably slower over the last two days. You open the browser and see an unfamiliar extension installed, and multiple new tabs redirect to suspicious advertising sites. Which of the following should the technician do FIRST to address the most likely cause of the issue?
- A
Disable or remove the suspicious browser extension and run an antimalware scan
- B
Replace the system memory because pop-ups and slow performance indicate failing RAM
- C
Reinstall the web browser to factory defaults without checking for malware
- D
Clear the browser cache and cookies, then ask the user to restart the laptop
Show answer and explanation
Correct answer: A
Explanation
The symptoms in this scenario match a common malware/adware issue: random pop-ups, redirects, browser slowdowns, and an unfamiliar extension. In A+ Core 2 troubleshooting, technicians should identify the likely cause and take corrective action that addresses the root issue first. Best practice is to remove suspicious browser add-ons, quarantine or uninstall unwanted software, and run updated antimalware scans. Clearing cache or resetting the browser can be useful follow-up actions, but they do not replace malware remediation. This approach is consistent with Microsoft security guidance on removing unwanted browser extensions and using Microsoft Defender or other reputable antimalware tools to detect and remove potentially unwanted software.
- A. Correct.
This is the best first step because random and frequent pop-ups, unwanted redirects, and an unfamiliar browser extension strongly suggest adware or potentially unwanted applications (PUAs/PUPs). Removing the suspicious extension and scanning the system with antimalware tools aligns with standard malware-remediation best practices and directly targets the likely source of the problem.
- B. Incorrect.
This is incorrect because failing RAM typically causes crashes, application errors, blue screens, or instability, not targeted browser pop-ups and advertising redirects. A technician might choose this because the system is slow, but the symptoms point much more clearly to adware than to hardware failure.
- C. Incorrect.
This is not the best first step. Resetting or reinstalling the browser may remove some browser-level changes, but if adware or a malicious program is installed on the system, the problem may return. A technician might consider this because it can remove unwanted extensions and settings, but malware should be identified and removed first.
- D. Incorrect.
This is incorrect because clearing cache and cookies may resolve some browsing issues or remove saved website data, but it does not usually remove a malicious extension or an installed adware program. Someone might pick this because it is a common browser troubleshooting step, but it is insufficient for the symptoms described.