220-1002 · Question #9
A SOHO user reports desktop applications are performing slowly, and no emails have been received all morning. A technician remotes in and determines Internet pages' load slowly or not at all, CPU…
The correct answer is B. Update the antivirus software, run an antivirus scan, verify the browser settings, and check all. Slow internet, missing emails, and a periodically dropping remote connection with normal CPU usage are classic indicators of a malware infection, making antivirus updates and a full scan the correct next step.
Question
A SOHO user reports desktop applications are performing slowly, and no emails have been received all morning. A technician remotes in and determines Internet pages' load slowly or not at all, CPU performance is normal, and the local router can successfully ping. The remote connection drops periodically. Which of the following steps should the technician take NEXT to resolve the problem?
Options
- AReboot into safe mode, uninstall the latest OS update, and run a repair on the OS
- BUpdate the antivirus software, run an antivirus scan, verify the browser settings, and check all
- CReboot to BIOS setup, verify the TPM is enabled, and start a System Restore from safe mode
- DSend a test email, open a command prompt to check the file system, and empty the browser
How the community answered
(28 responses)- A11% (3)
- B68% (19)
- C18% (5)
- D4% (1)
Why each option
Slow internet, missing emails, and a periodically dropping remote connection with normal CPU usage are classic indicators of a malware infection, making antivirus updates and a full scan the correct next step.
Uninstalling the latest OS update and running an OS repair is appropriate when symptoms correlate with a recent update, but the scenario gives no indication an update preceded the issue.
The symptom profile - degraded internet throughput, no email delivery, and an unstable remote session with normal CPU - strongly points to malware that may be hijacking bandwidth or altering network/browser settings. Updating antivirus definitions ensures detection of recent threats, running a scan removes infections, and verifying browser settings catches browser hijacking; together these steps address the most probable root cause before escalating to more invasive actions.
Checking TPM status and running System Restore from safe mode addresses firmware and system configuration issues, which are not suggested by network-centric symptoms like slow pages and missing email.
Sending a test email and checking the file system are diagnostic steps, not a resolution path, and emptying the browser cache alone would not address the connectivity and email issues described.
Concept tested: Malware diagnosis and remediation in SOHO environment
Source: https://learn.microsoft.com/en-us/microsoft-365/security/defender-endpoint/malware-naming
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