3 Software Troubleshooting All

[Pages:101]5/23/2020

220-1002 Exam Simulation

3 - Software Troubleshooting - all

Test ID: 132817266

Question #1 of 77

Question ID: 1176525

You suspect that Alice's computer is infected with malware by identifying certain symptoms of malware. What is the next step in the malware removal process?

A) Disable system restore on Alice's computer. B) Educate Alice on malware. C) Quarantine Alice's computer. D) Remediate Alice's computer.

Explanation

After identifying malware symptoms, you should quarantine Alice's computer.

According to CompTIA, the steps in the malware removal process are as follows:

1. Identify and research malware symptoms. 2. Quarantine the infected systems. 3. Disable system restore (Windows). 4. Remediate the infected system. 5. Update (or install) anti-malware software. 6. Scan and use removal techniques (safe mode, pre-installation environment). 7. Schedule scans, and run updates. 8. Enable System Restore, and create a restore point (in Windows). 9. Educate the end user.

Objective: Software Troubleshooting

Sub-Objective: Given a scenario, use best practice procedures for malware removal.

References:

CompTIA A+ Complete Review Guide: Exam 220-1001 and Exam 220-1002, Chapter 8: Software Troubleshooting, 3.3 Given a scenario, use best practice procedures for malware removal



1/101

5/23/2020

Question #2 of 77

220-1002 Exam Simulation

Question ID: 1202841

A user has a Windows 7 computer with 512 MB of RAM and two hard drives, named drive C and drive D. The paging file is located on drive C.

The user complains that his computer does not perform well after running for a couple hours. What should you tell the user to do?

A) Move the paging file to drive D. B) Increase the size of the paging file. C) Defragment the hard drives. D) Disable the paging file.

Explanation

Because the performance problem occurs after the computer has been running for a while, the problem is probably with the paging file. You should tell the user to move the paging file to drive D.

You should not increase the size of the paging file. It is usually best to let Windows manage the size of your paging file.

You should not disable the paging file. You should only disable the paging file if you have enough RAM to manage your computer. You should have at least 256 MB of RAM to do this. The minimum amount needed increases as the application and performance needs increase.

You should not defragment the hard drives. Your performance problem is probably not related to the hard drive because the problem occurs after the computer has been running for a while.

For the A+ exam, you will need to understand other common operating system symptoms, including the following:

Proprietary screen crashes - Windows and Apple operating systems both have proprietary screen crashes that you may see. These screen crashes are referred to as blue screen of death and pin wheel or Pinwheel of Death (PWOD). Failure to boot - For any type of computer, you should first try the obvious: make sure the display is operating and check the power to the CPU. If obvious problems are ruled out, this issue is usually caused in Windows when boot files are missing or corrupt. You should search the operating system's log files that are located in the %SystemRoot% and %SystemRoot%\Debug folders. You should replace the missing or corrupt boot file if that is the problem. For Apple computers, you might need to reset the System Management Controller (SMC.) Limited connectivity - This problem could be caused by authentication or DNS issues or misconfiguration issues. Try flushing the DNS and updating your network settings. It might also be necessary to restart services. Application crashes - This problem can be caused by a malware infection. Perform a malware check. If this does not resolve the problem, you may need to re-install the application (or check to see if the vendor has released an update).



2/101

5/23/2020

220-1002 Exam Simulation

Spontaneous shutdown / restart - This is usually either a hardware or software issue. If the system reboots after

being on for a certain amount of time and seems to reboot at the same point every time, you probably have a

hardware issue or overheating issue. If the system reboots when you launch a certain application or certain

hardware, then the problem is with the software or hardware you are trying to launch. Examine the log and boot

files to see if you can see any problems. Use Safe Mode to correct incompatibility issues. Also, make sure that you

remove all viruses and malware, because these applications can cause spontaneous reboots. This could also be

related to overheating.

Printing issues - The main printing issue related to the operating system is most often caused by incorrect printer

driver. Consult with the printer vendor's website to determine the correct driver for your OS.

RAID not detected during installation - This usually occurs because the RAID driver was not properly loaded or

installed. In Windows 7, you should choose to repair the system on the first screen and select Load Driver on the

next screen. Once the driver is loaded, you can partition the drive as usual. In Windows 8 and 8.1, you can install

the RAID driver package from the vendor. .

Device fails to start/undetected - This problem is most often caused by device drivers. If this problem occurs after a

new device driver has been installed, you should roll back to the previous device driver version. You could also boot

into the Last Known Good Configuration.

Missing dll message - These error message always list the exact dll file that is missing. Copy the missing dll file

from the Internet, installation DVD, or another computer and place it in the correct location (usually the system32

folder).

Slow bootup - Slow bootup is most often related to low resources, including memory and hard drive space, or

having too many applications that load at startup. Research the applications that are loading at startup to ensure

that none of them is malware, because malware can also cause this issue. If you do not need some of the

applications to load at startup, simply stop them from doing so. It is not necessary to completely remove them,

unless of course they are malware.

Slow profile load - This problem is most often caused by remote profiles. The best way to resolve this issue is to

load the profile on the local computer and not require the computer to load from a networked location.

Services fail to start - Use the Event Log to determine which service has failed to start and to research any issues

that may have led up to the service not loading. Try to restart the service using the Services console. Also note that

some services are dependent upon other services running. Check the service dependencies to ensure that all the

services are running that are required.

Compatibility error - This issue is caused when an application is designed to run on an older operating system

version. If the application will not run in a newer operating system, you can set the application to operate in the

mode for which it was created. Use the Compatibility tab of the application's Properties dialog box to select the

compatibility mode. Alternatively, you may need to set the application to run as an administrator by enabling the

Run As Administrator option on the Compatibility tab.

Slow performance - If you experience slow system performance, you should first check for viruses or malware. If

the problem still exists, defragment the hard drive and check the hard drive for free space. Make sure the latest

updates are installed. If you still have performance problems, you may need to install more RAM or additional hard

drives.



3/101

5/23/2020

220-1002 Exam Simulation

Boots to Safe Mode - This is most likely caused by a bad device driver. If you have a restore point from before the

problem occurred, you could revert to that point in time. You could also use the Roll Back Driver feature to revert to

the older driver. Device Manager can be used to view all devices and will allow you to install new drivers or roll

back to older versions.

File fails to open - This could be a file association issue. Right-click the file, and choose Open With to select the

application with which the file should be associated. However, if this problem occurs with an EXE files, the problem

is likely a virus infection.

No OS found - This problem can result from using a non-system boot disk in the first BIOS bootable drive or by

specifying an incorrect BIOS boot order. These two causes can be resolved by removing the non-bootable disk or

changing the boot order. However, if this problem is caused by a missing or corrupted boot sector or boot files, you

need to restore the boot sector or boot files.

Missing graphical interface or Graphical interface fails to load - This is usually caused by a bad device driver. Try

booting into Safe Mode. If Safe Mode loads, a device driver is the problem. Try rolling back the most recently

installed driver. Finally you should try using the Recovery Console or Startup Repair to fix the issue.

Objective: Software Troubleshooting

Sub-Objective: Given a scenario, troubleshoot Microsoft Windows OS problems.

References:

How To Manage Virtual Memory (Pagefile) In Windows 10,

CompTIA A+ Complete Review Guide: Exam 220-1001 and Exam 220-1002, Chapter 8: Software Troubleshooting, 3.1 Given a scenario, troubleshoot Microsoft Windows OS problems

Question #3 of 77

Question ID: 1176533

Paula recently advertised her older iPhone for sale. What should she do before selling the device?

A) Back up and reset to factory settings. B) Back up and delete the data. C) Back up and restore the data. D) Back up and remove apps.

Explanation



4/101

5/23/2020

220-1002 Exam Simulation

Paula should back up and then reset to factory settings. When selling or giving away an old iPhone, you should perform

a factory reset, also referred to as a hard reset, which will basically delete everything on the iPhone (all pics, purchased

apps, and data) and restore your phone back to the settings from the factory. Prior to performing a factory reset, you

should back up your data so that you can restore that data on your new device using iTunes. For an Android device,

this is referred to as restoring to factory settings.

Backing up and restoring does not really accomplish anything because your data will still be on the device.

Backing up and then deleting the data does not remove some of your personal settings, including your iCloud and iTunes information.

Backing up and removing the apps will still leave much of your personal data on the device.

For the A+ exam, you will need to understand the following tools and techniques used to troubleshoot common mobile OS and application issues:

Hard reset - reverts a mobile device to its original factory settings. In Apple devices, you go to Settings > General > Reset and select the Reset All Settings or Erase All Content and Settings option. The Reset All Settings option just resets settings to the factory default, while the Erase All Content option erases personal content and resets settings. For Android devices, you should hold a certain key combination, such as holding the volume down and power key for 15-20 seconds, and then release those keys and then use the volume keys to navigate and the power key to make the menu selections. For Windows devices, you should go to Settings > About > Reset your phone. Soft reset - basically the same as turning a device off and back on again. In some devices, you may also want to remove the battery and then re-insert it. If you are using an Apple device, press and hold the Power button and then slide the power off slider to turn off and press the Power button to turn back on. For Androids, you need to press and hold the Power button to turn off and then press the Power button to turn back on. For Windows devices, you should press and hold the volume down + Power buttons until your phone vibrates and restarts. Adjust configurations/settings - this enables you to change settings, including login credentials, cloud account details, shared keys, pins, and passcodes on your mobile device. Sometimes adjusting the settings will improve the security and/or performance of your device. Uninstall/reinstall apps - this allows the app to return to its original state. You should uninstall apps you no longer use. Uninstalling and reinstalling apps you use is important if the app is experiencing performance problems. Force stop - when you stop an application that is causing issues. You must manually stop the app from running. Keep in mind that force stopping an app may lose data in memory at the time so only do this if you feel it is necessary or the app is having performance issues.

Objective: Software Troubleshooting Sub-Objective: Given a scenario, troubleshoot mobile OS and application issues.



5/101

5/23/2020

References:

220-1002 Exam Simulation

How to erase your iOS device and then set it up as a new device or restore it from backups,

CompTIA A+ Complete Review Guide: Exam 220-1001 and Exam 220-1002, Chapter 8: Software Troubleshooting, 3.4 Given a scenario, troubleshoot mobile OS and application issues

Question #4 of 77

Question ID: 1176551

Sam is an experienced Android user. He has been hired by your department to support all the mobile devices in use by your organization. You must instruct him on backing up the data on an Apple device. Your company only wants to use a solution that would allow devices to be restored from any location. Which app should you recommend?

A) Google Drive B) iCloud C) Microsoft One Drive D) iTunes

Explanation

You should tell him about iCloud, which is the app used to back up an Apple device. With iCloud, the device could be restored from any location that has an Internet connection.

Google Drive is used by devices that run Google OSs. However, Google Drive can also be used on Apple devices. However, it is not the default backup application.

Microsoft One Drive is the default backup application for Windows mobile devices.

iTunes currently just manages an Apple device's music and videos. Before iCloud, it was the backup application. However, iTunes only allows an Apple device to be restored from the device on which it was backed up.

Objective: Software Troubleshooting

Sub-Objective: Given a scenario, troubleshoot mobile OS and application security issues.

References:

How to back up your devices using iCloud or iTunes,



6/101

5/23/2020

220-1002 Exam Simulation

CompTIA A+ Complete Review Guide: Exam 220-1001 and Exam 220-1002, Chapter 8: Software Troubleshooting, 3.5

Given a scenario, troubleshoot mobile OS and application security issues

Question #5 of 77

Question ID: 1176503

You upgrade a device driver on your Windows 7 computer and reboot. After logging in, you notice that the device does not perform. How do you go back to the older version of the driver that you had installed on your computer?

A) Disconnect and reattach the device. B) Use Device Manager to roll back to the previous version of the driver. C) Go to the manufacturer's Web site to get previous version of the driver. D) Use the Last Known Good Configuration.

Explanation

You should use Device Manager to roll back to the previous version of the driver. In Windows 7 and higher, you can roll back to a previous version of the driver if the new driver fails.

You should not use the Last Known Good Configuration to return to the previous version. The Last Known Good Configuration returns the configuration to the state it was in before the last login. The system registry is overwritten after every login. Since your last login has the new driver version, the Last Known Good Configuration will not return your configuration to the previous driver version.

You could go to the manufacturer's Web site to get a previous version of the driver. However, some manufacturers may not keep older versions of the driver. It would be easier to roll back the driver in Device Manager.

You should not disconnect the device and reattach the device. This procedure will not change the existing driver to the previous one.

Objective: Software Troubleshooting

Sub-Objective: Given a scenario, troubleshoot Microsoft Windows OS problems.

References:

How To Roll Back a Driver in Windows,

CompTIA A+ Complete Review Guide: Exam 220-1001 and Exam 220-1002, Chapter 8: Software Troubleshooting, 3.1 Given a scenario, troubleshoot Microsoft Windows OS problems



7/101

5/23/2020

220-1002 Exam Simulation

Question #6 of 77

Question ID: 1176548

Andrea is in an airport waiting for her flight to take off and preparing for her work presentation. Although the airport offers free WiFi, she uses her iPad to edit her presentation and tethers it to her iPhone's personal hotspot. Why is this most likely a good practice?

A) no Bluetooth connectivity B) possibility of leaked personal files and data C) slow data speed D) no wireless connectivity

Explanation

This is most likely a good practice because of the possibility of leaked personal files and data that can occur over a free public WiFi network. By tethering to the iPhone's personal hotspot, you provide an extra layer of security. Unintended connections can cause unauthorized users to access data on your device. Therefore, policies should be put in place to prevent this. You might also want to implement mobile security software on the mobile device.

Slow data speed is not a valid reason for using a personal hotspot. While the personal hotspot may be faster than the public WiFi, this is not the most likely reason for choosing a personal hotspot over public WiFi. Slow data speeds can be the result of interference or an overloaded tower. In some cases, powering the device off and back on will reset the connection.

Wireless connectivity is working fine based on the fact that she can connect to her personal hotspot. Bluetooth connectivity is not needed in this scenario.

Leaked personal files/data, unintended Bluetooth pairing, unintended Wi-Fi connections, and unauthorized activations of your camera or microphone are common mobile OS and application security issues:

Unintended Wi-Fi connection - This is caused by the WiFi auto-connect feature, which allows mobile device to continually look for open WiFi networks. The best way to avoid this is to disable the auto-connect. You can also disable WiFi, which has the added benefit of increased battery life. Unintended Bluetooth pairing - Just like unintended WiFi connections, Bluetooth-enabled devices can have similar issues. With Bluetooth, an anonymous device attempts to pair with your device. Disable Bluetooth unless you are using it. If you need to keep Bluetooth enabled, make the device undiscoverable by other Bluetooth devices if available. You can also implement mobile security polices to prevent this. Unauthorized camera/microphone activation - The camera and microphone can be remotely activated by a hacker, allowing them to spy on you when apps are open. Turn off your camera when not in use to provide the highest level of security. To take it one step further, you can cover cameras and microphones to keep them being remotely accessed.



8/101

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download