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Exams220-1002Questions#644
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220-1002 · Question #644

220-1002 Question #644: Real Exam Question with Answer & Explanation

The correct answer is A: Run full antivirus and anti-malware scans on the computer.. The scenario includes suspicious indicators: an unexpected network resource error triggered a crash, and now the application silently refuses to launch. These are behavioral red flags consistent with malware interference - malware can corrupt application processes, hijack network

Question

A customer has called the help desk because a word processing application will no longer open. It was working fine earlier, but the user had to close a document quickly. An error message popped up about a network resource, and then the document crashed. Now, when the user clicks on the icon to launch the application, it does not give an error and will not open. Which of the following should a technician do FIRST?

Options

  • ARun full antivirus and anti-malware scans on the computer.
  • BCheck the processes to see if the task is still running and kill it.
  • CReinstall the proprietary office suite of applications.
  • DConnect the computer to the network and remap the share.

Explanation

The scenario includes suspicious indicators: an unexpected network resource error triggered a crash, and now the application silently refuses to launch. These are behavioral red flags consistent with malware interference - malware can corrupt application processes, hijack network calls, and prevent programs from running. Running antivirus/anti-malware scans first rules out a security threat before attempting any other remediation. Reinstalling the application (C) or remapping the share (D) would be premature without first ensuring the system is clean.

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