220-1102 Question 648
Single answerIssue resolutionA user reports that their Windows 11 laptop became noticeably slow immediately after they installed several free utilities from the internet. At startup, multiple pop-up ads appear even when no browser is open, and the default web browser now opens to an unfamiliar search page. Microsoft Defender is enabled, but the symptoms continue. As the technician, what should you do FIRST to address the most likely cause of the issue?
- A
Boot into Safe Mode and run updated anti-malware and anti-spyware scans, then remove any detected unwanted software
- B
Reimage the laptop immediately because any advertising behavior indicates a full system compromise
- C
Replace the SSD because slow performance and pop-ups together usually indicate storage failure
- D
Disable Microsoft Defender and install a second real-time antivirus product to improve detection
Show answer and explanation
Correct answer: A
Explanation
This scenario is a classic example of malware or PUP issue resolution in A+ Core 2: recent installation of untrusted software, persistent pop-ups, browser homepage/search changes, and system slowdown. The most appropriate first action is to run updated anti-malware and anti-spyware scans, ideally in Safe Mode if normal-mode processes interfere with cleanup. Common CompTIA-aligned malware-removal best practices include identifying symptoms, quarantining or removing malicious software, updating antimalware signatures, scheduling scans, and then validating full system functionality afterward. Microsoft and security-vendor guidance also commonly recommends using trusted, updated security tools and avoiding multiple simultaneous real-time antivirus products due to conflicts.
- A. Correct.
Correct. The symptoms point to malware or potentially unwanted programs (PUPs), such as adware or browser hijackers, which commonly cause excessive pop-ups, browser redirection, and degraded performance after freeware installation. A best-practice first response is to isolate the issue and run updated anti-malware/anti-spyware tools, often from Safe Mode to reduce interference from malicious startup processes. This is a practical first remediation step before considering more disruptive actions.
- B. Incorrect.
Incorrect. Reimaging may be necessary if remediation fails or the system remains untrusted, but it is not the best first step in this scenario. The issue most likely involves adware/PUPs, which are often removable with proper scanning and cleanup. Jumping straight to reimaging skips standard troubleshooting and issue resolution procedures.
- C. Incorrect.
Incorrect. SSD failure can cause poor performance, but it does not typically cause browser hijacking, startup ads, or changes to the default search page. These symptoms strongly suggest malicious or unwanted software rather than a hardware storage problem.
- D. Incorrect.
Incorrect. Disabling Microsoft Defender reduces protection and is not a recommended troubleshooting step. Installing multiple real-time antivirus products can also cause conflicts, instability, and degraded performance. The correct approach is to update existing definitions and use appropriate malware-removal tools rather than stacking active antivirus engines.