A user reports that a computer has a virus on it. Which of the following is the FIRST step the technician should take?

The correct answer is C. Ask the user about the symptoms the computer is experiencing.. Asking the user about the symptoms the computer is experiencing is the first step the technician should take when a user reports that a computer has a virus on it. This step helps the technician to gather information and identify the problem before determining a plan of action to

Hardware and network troubleshooting

Question

Options

ADetermine a plan of action to resolve the problem.
BRun antivirus software to remove the virus from the computer.
CAsk the user about the symptoms the computer is experiencing.
DMake a backup of the user's data on an external drive.

How the community answered

(35 responses)

A
6% (2)
B
14% (5)
C
74% (26)
D
6% (2)

Explanation

Asking the user about the symptoms the computer is experiencing is the first step the technician should take when a user reports that a computer has a virus on it. This step helps the technician to gather information and identify the problem before determining a plan of action to resolve it. Running antivirus software, making a backup of the user's data, or determining a plan of action are not the first steps, but possible actions that can be taken after identifying the problem.

Topics

#Troubleshooting methodology#Malware removal#Information gathering#User communication

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