A user contacts the help desk regarding a suspected malware infection. Which of the following actions should the help desk technician perform FIRST?

The correct answer is C. Repair the antivirus program. The marked correct answer is C (Repair the antivirus program). The reasoning is that if the system is suspected to be infected, the antivirus may itself have been compromised or disabled by the malware, so restoring it to a working state is a necessary prerequisite before…

Hardware and network troubleshooting

Question

Options

ARun System Restore
BRestart the computer
CRepair the antivirus program
DIsolate the system

How the community answered

(45 responses)

B
7% (3)
C
89% (40)
D
4% (2)

Explanation

The marked correct answer is C (Repair the antivirus program). The reasoning is that if the system is suspected to be infected, the antivirus may itself have been compromised or disabled by the malware, so restoring it to a working state is a necessary prerequisite before scanning. Note: In practice and per CompTIA A+ best-practice malware removal procedures, isolating/quarantining the infected system (D) is widely taught as the first step to prevent spread. If this question reflects a specific exam's answer key, the intent is that a functional antivirus tool must be in place before any remediation can occur. Running System Restore (A) or restarting (B) can allow malware to persist or spread further. Isolation (D) is arguably the safer first step to contain the threat.

Topics

#malware response#incident response#antivirus repair#help desk

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