220-1102 Question 636
Single answerDegraded browser performanceA user reports that their web browser has become very slow over the past week. Pages take a long time to load, the browser frequently freezes for a few seconds, and unwanted toolbars and pop-up ads appear even on trusted websites. Other applications on the PC perform normally, and the network connection tests fine. Which action should the technician take FIRST to address the most likely cause of the degraded browser performance?
- A
Run anti-malware and anti-spyware scans, then remove suspicious browser extensions or add-ons
- B
Replace the system RAM because browser freezing usually indicates insufficient memory
- C
Reinstall the network adapter driver because slow page loading is typically caused by a driver fault
- D
Disable the Windows firewall so the browser can load pages without filtering delays
Show answer and explanation
Correct answer: A
Explanation
This scenario points to unwanted software affecting the browser rather than a general system or network problem. In CompTIA A+ Core 2 objectives, degraded browser performance is commonly associated with malware, browser hijacking, malicious add-ons, and excessive pop-ups. The presence of new toolbars and ads on trusted websites is a key indicator that the browser has likely been modified by adware or unwanted extensions. Best practice is to begin with malware remediation: run updated anti-malware and anti-spyware scans, inspect and remove suspicious browser extensions, and reset browser settings if needed. Guidance from browser vendors and Microsoft security best practices consistently supports removing untrusted extensions and scanning for malicious software when browser behavior changes unexpectedly.
- A. Correct.
Correct. The combination of slow browsing, freezing, unexpected toolbars, and pop-up ads strongly suggests adware, spyware, or malicious browser extensions. In A+ Core 2 troubleshooting, the technician should first identify and remove malware or unwanted add-ons that are directly affecting browser behavior. Running reputable anti-malware and anti-spyware tools and checking installed extensions is a practical first response.
- B. Incorrect.
Incorrect. Low RAM can contribute to poor browser performance, especially with many tabs open, but it does not best explain the appearance of unwanted toolbars and ads on trusted sites. Those symptoms point much more directly to browser hijacking, adware, or malicious extensions rather than a hardware capacity issue.
- C. Incorrect.
Incorrect. A faulty network adapter driver could cause connectivity problems, but it would not normally cause unwanted toolbars or pop-up ads. The scenario also states that the network connection tests fine and that other applications perform normally, making the driver a less likely root cause.
- D. Incorrect.
Incorrect. Disabling the firewall is not an appropriate troubleshooting step for this symptom set and creates a security risk. Firewalls do not cause browser toolbars or injected ads, and best practice is to keep host-based firewalls enabled unless there is a specific, controlled reason to test a firewall rule.