A user reports unwanted pop-ups are appearing on a computer's screen, and the system is performing slowly. Which of the following should a technician do FIRST to troubleshoot the threat? (Select TWO).

The correct answer is B. Restart the computer in safe mode. C. Run antivirus and anti-malware scans. The two correct first steps are booting into Safe Mode (B) and running antivirus/anti-malware scans (C). Safe Mode loads only essential Windows drivers and services, which prevents most malware from running or hiding, making scans significantly more effective. Running scans (C)…

Hardware and network troubleshooting

Question

Options

AKill all processes that are not related to Windows.
BRestart the computer in safe mode.
CRun antivirus and anti-malware scans.
DSearch for software related to the pop-ups.
EUninstall the network driver from the Device Manager.
FDisable all non-Microsoft services.

How the community answered

(22 responses)

A
9% (2)
B
73% (16)
D
14% (3)
E
5% (1)

Explanation

The two correct first steps are booting into Safe Mode (B) and running antivirus/anti-malware scans (C). Safe Mode loads only essential Windows drivers and services, which prevents most malware from running or hiding, making scans significantly more effective. Running scans (C) directly targets and removes the threat. Killing all non-Windows processes (A) is too aggressive and risks breaking legitimate software. Uninstalling the network driver (E) is unrelated to malware. Disabling non-Microsoft services (F) and searching for related software (D) are lower-priority steps taken after scanning.

Topics

#malware troubleshooting#safe mode#antivirus scan#pop-ups

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