A user has been receiving reply emails from many contacts but the content of the emails is not familiar and the user did not send the original messages. The user calls the help desk for assistance…

The correct answer is A. Perform an antivirus scan. Receiving replies to messages the user never sent is a classic symptom of malware (such as a bot or trojan) that has hijacked the user's email client or credentials to send spam. The first and best response is to run an antivirus/antimalware scan to detect and remove the…

Hardware and network troubleshooting

Question

A user has been receiving reply emails from many contacts but the content of the emails is not familiar and the user did not send the original messages. The user calls the help desk for assistance. Which of the following is the BEST way the technician can fix this problem?

Options

APerform an antivirus scan
BPerform a refresh/restore
CPerform an IDS upgrade
DPerform a reinstall of the email client

How the community answered

(50 responses)

A
92% (46)
B
4% (2)
C
2% (1)
D
2% (1)

Explanation

Receiving replies to messages the user never sent is a classic symptom of malware (such as a bot or trojan) that has hijacked the user's email client or credentials to send spam. The first and best response is to run an antivirus/antimalware scan to detect and remove the malicious software. A refresh/restore (B) is more destructive and premature before confirming the root cause. An IDS upgrade (C) is a network-level tool that does not remove malware from the endpoint. Reinstalling the email client (D) does not address the underlying infection and the malware would simply reuse the new client.

Topics

#malware#email security#antivirus#compromised account

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