Software Troubleshooting

You have connected your laptop to the network using a CAT 5e cable but received an IP address of 169.254.13.52 and cannot connect to www.DionTraining.com. What is most likely the cause of this issue?

DHCP failure

Your Windows 10 system is booting up very slowly. Which of the following should you do to speed up the boot process?

Disable unnecessary programs from automatically starting up

A client contacts the service desk and complains that their smartphone is warm to the touch and their battery only lasts 4 hours a day, not the 10 hours advertised by your company. You ask them for the status of their location settings, which are summarized below: * Storage (49 GB Used, 15 GB Free, 64 GB Total) * Mail Client (Corporate account set to push, Personal account set to pull hourly) * Display (Auto brightness, Lock after 30 minutes, Night mode disabled) * Calls (33 minutes used during last 24 hours) * Data (52 MB used during last 24 hours) * Location (All apps set to "allow while using") Based on the information provided, what should be changed to resolve this client's problem?

Display settings

Last week, a technician remediated a malware infection on Karen's laptop. Today, she shows up at the service desk, frustrated because her laptop appears to have been infected again. What step of the malware remediation process did the technician MOST likely forget to complete?

Educating the end user

What is the SIXTH step of the seven-step malware removal process?

Enable System Restore and create a restore point in Windows

An Android user recently cracked their screen and had it replaced. If they are in a dark room, the phone works fine. If the user enters a room with normal lights on, then the phone's display is dim and hard to read. What is MOST likely the problem?

Faulty ambient light sensor

You recently read a news article about a new crypto-malware worm that is causing issues for corporate networks. Today, you noticed that four of your company's workstations had their files encrypted. You are worried about the rest of the network's workstations. What should you do FIRST?

Immediately quarantine the affected workstations

A user's workstation is running slowly and cannot open some larger program files. The user complains that they often get a warning that states memory is running low on their Windows 10 workstation. Which of the following should you configure until more memory can be installed to help alleviate this problem?

Increase the pagefile size

Which of the following tools should a technician use to modify the HOSTS file on a Windows 10 system to solve a website address resolution issue?

Notepad

Regardless of what website Michelle types into her browser, she is being redirected to "malwarescammers.com." What should Michelle do to fix this problem?

Reset the web browser's proxy setting

A user's workstation is infected with malware. You have quarantined it from the network. When you attempt to boot it to the Windows 10 desktop, it fails. Which of the following should you do NEXT to begin remediating this system?

Restart into Safe Mode and conduct an antivirus scan

A user's smartphone has become unresponsive since installing the latest iOS update. Which of the following should a technician do to restore the smartphone's performance?

Rollback the iOS update

You are working as a desktop repair technician for a large corporation. The company uses the exact same desktop hardware for all of its user's workstations. Today, you have received multiple calls from users complaining that their screen becomes filled with static when moving their mouse. You believe the video card driver may be at fault. Which log would you review to determine if the video card driver has been updated recently?

System log

You are working as a mobile device technician for a large corporation's enterprise service desk. A user complains that every time they attempt to launch the company's mobile email application, it crashes and displays an error message of Code123. This is the third user with this error on an Android (model DTA) smartphone. The same app is working on your smartphone, but it is a model DTX. Which of the following should you do FIRST to attempt to solve this problem?

Update the smartphone's OS

Upon booting up a Windows 10 machine, you see an error message stating, "One or more services failed to start." Which of the following actions should you take?

Verify that disabling one service has not affected others

You are troubleshooting a user's laptop that is unable to print a document. You have verified the printer is working and properly connected to the workstation by USB. Which log in Windows 10 would you review to determine if the print spooler service is causing this issue?

system log

A user contacts the help desk and complains they are getting an error when they attempt to open a 4 GB .dmg file on their Windows 10 workstation. Which of the following should you tell them?

"You need to use macOS to open DMG files"

You run the command ipconfig on your laptop and see that you have been assigned an IP address of 169.254.0.56. Which category of IPv4 address is this?

APIPA

An employee at Dion Training complains that their smartphone is broken. They state that it cannot connect to the internet, nor can it make or receive phone calls and text messages. You ask them to start up the music player on his phone, and it opens without any issues. It appears the common issue has to do with the device's network connectivity. Which of the following is MOST likely the problem with this smartphone?

Airplane mode is enabled on the device

You have decided that you wanted to install a second operating system on your computer. After installing the OS and rebooting the computer, you see the "Operating System Not Found" error on your display. You verify that the boot.ini file is configured properly, but the error still appears. What is MOST likely causing this error?

An incompatible partition is marked as active

A user contacts the service desk and states that Microsoft Excel crashed while they were in the middle of updating their spreadsheet. Which of the following log files should you review to determine the cause of the crash?

Application log

Sam and Mary both work in the accounting department and use a web-based SaaS product as part of their job. Sam cannot log in to the website using his credentials from his computer, but Mary can log in with her credentials on her computer. Sam asks Mary to login into her account from his computer to see if the problem is with his account or computer. When Mary attempts to log in to Sam's computer, she receives an error. Mary noticed a pop-up notification about a new piece of software on Sam's computer when she attempted to log in to the website. Which TWO of the following steps should Mary take to resolve the issue with logging in from Sam's computer?

Ask Sam about the pop-up notification and determine what new programs he installed on his computer Verify Sam's computer has the correct web browser configuration and settings

A user cannot change their iPad display from landscape to portrait when they are on the home screen. Which of the following is MOST likely the reason for this issue?

Autorotate is disabled

Your Windows 10 machine has just crashed. Where should you look to identify the cause of the system crash and how to fix it?

BSOD

An employee at Dion Training complains that every time airplane mode is enabled on their laptop, their external mouse and headphones stop working. Which of the following technologies is being disabled by airplane mode and likely causing the issues experienced by this user?

Bluetooth

Sally just purchased a new iPhone and AirPods to listen to her music. After setting up the new iPhone, she can get online and watch YouTube, but her wireless headphones aren't working. Which of the following is MOST likely the problem?

Bluetooth is not enabled

A user attempted to go to their favorite social media website this morning from their laptop. When they typed in Facebook.com, their browser redirected them to MalwareInfect.com instead. You asked the user to clear their cache, history, and cookies, but the problem remains. What should you do NEXT to solve this problem?

Check the host.ini file

Peter is attempting to print to his office printer, but nothing comes out. Yesterday, his printer was working just fine. Peter does not notice any errors on the taskbar's printer icon. Which of the following actions should Peter try FIRST to solve this issue?

Check the status of the print server queue

Your Android device's battery is advertised to last 12 hours, but it drains almost completely within 90 minutes. What should you do FIRST to try and solve this problem?

Check which apps are using the most battery life

A home user brought their Windows 10 laptop to the electronics store where you work. They claim their computer has become infected with malware. You begin troubleshooting the issue by first pressing the power button, and the laptop loads properly without any issues. When you open Microsoft Edge, you notice that multiple pop-ups appear almost immediately. Which of the following actions should you take NEXT?

Clear the browser's cookies and history, enable the pop-up blocker, and scan the system for malware

A user is having an issue with a specific application on their Android device. The user works for DionTraining, and every employee has the exact same model of smartphone issued by the company. Whenever the user attempts to launch the application, the app fails and generates an error message. Which of the following should the technician attempt FIRST to solve this issue?

Clear the local application cache

A user's Android smartphone is becoming sluggish and slow to load applications. Which of the following should you perform FIRST to fix this problem?

Close all of the running applications

An employee's inbox is now filled with unwanted emails after their email password had been compromised last week. You helped them reset their password and regain access to their account. Many of the emails are coming from different email addresses ending in spamyou.com. Which of the following actions should you take to help reduce the amount of spam this and other users in your organization are receiving?

Create a domain-based email filter

A user reports that every time they try to access https://www.diontraining.com, they receive an error stating "Invalid or Expired Security Certificate." The technician attempts to connect to the same site from other computers on the network, and no errors or issues are observed. Which of the following settings needs to be changed on the user's workstation to fix the "Invalid or Expired Security Certificate" error?

Date and time

Samuel's computer is taking a very long time to boot up, and he has asked for your help speeding it up. Which TWO of the following actions should you perform to BEST resolve this issue with the least amount of expense?

Defragment the hard drive Remove unnecessary applications from startup

David is troubleshooting a new Android application his company is creating. He has installed the app on an Android tablet and needs to see observe diagnostic information about the app and its network connections while it is running to identify and correct a software bug. Which of the following should David enable on the device?

Developer mode

You are troubleshooting a computer that is not producing any sounds through its speakers. Which of the following tools should you use to troubleshoot this workstation?

Device manager

A computer has been performing slowly. During your troubleshooting, you notice that the Task Manager shows the processor is utilizing 90-100% of the system resources immediately after completing the boot-up process. Which of the following actions should you take?

Disable any unneeded applications configure to automatically startup

You are troubleshooting a Windows 10 laptop that is infected with malware. You have already identified the type of malware on the laptop. What should you do NEXT? (Select THREE)

Disconnect the laptop from the network Disable System Restore in Windows software Update the anti-malware software

Two weeks ago, David's computer was infected with a virus. A technician performed the malware removal process on the machine, removed the infection from the system, update the system's software, and closed the trouble ticket. Now, many of the symptoms have returned on David's computer. Which of the following steps of the malware removal procedure did the technician MOST likely forget to perform as part of the original remediation?

Educate the end-user about how to avoid malware in the future

You have just installed a second monitor for a bookkeeper's workstation so they can stretch their spreadsheets across both monitors. This would essentially let them use the two monitors as one combined larger monitor. Which of the following settings should you configure?

Extended mode

Madison is trying to open up her anti-malware solution to run a full system scan because she suspects her computer has become infected. When she attempts to run the tool, an error of "Access denied" is received. What security issue is MOST likely occurring?

File permission change

A user's personal settings are not showing up on their computer. You suspect that their profile has become corrupted within Windows. You attempt to look at their profile file but cannot find it in their profile directory. Which of the following options do you need to configure to see this file?

Folder Options

Sally was checking her email when she noticed that she has several automated replies from emails she doesn't remember sending. What type of attack was Sally MOST likely the victim of?

Hijacked email

A user is attempting to pay for their morning coffee using Apple Pay on their iPhone. The user quickly taps their phone against the payment terminal, but it fails to process. Which of the following should the user do to properly use NFC for payment?

Hold the phone on the payment terminal for at least 3 seconds Manually select a card from your Apple Wallet and try again

During the reconnaissance phase of a penetration test, you have determined that your client's employees all use iPhones that connect back to the corporate network over a secure VPN connection. Which of the following methods would MOST likely be the best method for exploiting these?

Identify a jailbroken device for easy exploitation

A user is complaining about slow data speeds when they are at home in a large apartment building. The user uses Wi-Fi when they get home, and the device works fine on other wireless networks they connect to. Which of the following actions should the user take to increase their data speeds?

Increase the wi-fi signal being transmitted by their WAP

What is the FIRST step of the seven-step malware removal process?

Investigate and verify malware symptoms

A home user brought their Windows 10 laptop to the electronics store where you work because they suspect it has a malware infection. Which of the following actions should you perform FIRST?

Investigate malware symptoms

Tim has created a new iOS application that he wants to install on an iPad without having to install it through the official App Store. To save some money, he has not purchased a developer certificate from Apple since he isn't planning to sell this app to others. Which of the following would allow Tim to install this unofficial app on his own iPad for testing?

Jailbroken device

Your company recently downloaded and installed the latest audio card driver for all of its workstations. Now, several users have had their usernames and passwords for several websites compromised. You believe the two issues are related. If they are, which of the following was MOST likely contained in the audio card driver file that was installed?

Keylogger

You are troubleshooting a user's computer. As part of your efforts, you want to install a new login with administrative privileges. Which of the following utilities should you use?

Local users and groups

An employee's inbox is now filled with unwanted emails after their email password had been compromised last week. You helped them reset their password and regain access to their account. Many of the emails are coming from different email addresses such as @yahoo.com, @gmail.com, and @hotmail.com. Which of the following actions should the user take to help reduce the amount of spam they receive?

Mark each email as spam or junk

Karen, a salesperson in your company, is currently on travel this week. She calls your company's help desk and is yelling because she cannot connect to her email using her hotel room's WiFi. Her laptop shows that it is connected to the "HotelWiFi" network, but Windows states it has "Limited or no connectivity." What action should Karen perform to fix this issue?

Open a web browser and agree to the hotel's capture page AUP

A user's workstation is opening up browser windows without any action from the user. A technician attempts to troubleshoot the workstation, but the machine is extremely slow when in use. Which of the following actions should the technician perform?

Perform an antimalware scan of the workstation

You are troubleshooting a computer that is operating slowly. Which of the following tools should you use to troubleshoot this workstation?

Performance monitor

A home user brought their Windows 10 laptop to the electronics store where you work because they suspect it has a malware infection. You have directly observed symptoms that indicate the system is infected with malware. Which of the following actions should you perform NEXT?

Quarantine the affected system

Matt has verified that a user's system has symptoms of being infected with malware. According to the malware removal procedures, what should Matt do NEXT?

Quarantine the infected system by removing its network connectivity

A corporate user has called the enterprise service desk because they believe their computer has become infected with malware. When you arrive at their desktop to troubleshoot the issue, you notice it was powered down. You press the power button, the system loads without any issues. When you open Google Chrome, you notice that multiple pop-ups appear almost immediately. Which of the following actions should you take NEXT?

Quarantine the machine and report it as infected to your company's cybersecurity department for investigation

One of your Windows services is failing to start when you boot up your laptop. You have checked the service in the Windows Services tool and verified it is set to Automatic. What should you attempt to do NEXT to get the service to startup?

Reboot into Safe Mode and see if the service starts

A user receives the following error message: "Windows Update cannot currently check for updates because the service is not running." The user calls the help desk to report the error they received. A support technician uses a remote connection tool to log in to the computer remotely, quickly identifies the issue, and fixes the issue. Which of the following should the technician do NEXT?

Reboot the computer

You are working as a mobile device technician for a large corporation's enterprise service desk. A user complains that every time they attempt to launch the company's mobile email application, it crashes and displays an error message of Code123. Which of the following should you do FIRST to attempt to solve this problem?

Reinstall the email app

What is the FOURTH step of the seven-step malware removal process?

Remediate the infected systems

A user is complaining that when they attempt to access Google's homepage, it appears in a foreign language even though they are located in the United States. The user claims they are not using a VPN to access the internet. You have run a full anti-malware scan on the workstation and detected nothing unusual. Which of the following actions should you attempt NEXT?

Remove any proxy servers configured in their web browser

A home user brought their Windows 10 laptop to the electronics store where you work because they suspect it has a malware infection. You are in the process of remediating the infected system. Which of the following actions should you be performing?

Remove, quarantine, or erase the infected files

Susan is installing several updates on a Windows computer. Nine of the updates were installed without any issues, but one update produced an error and failed to install. Susan restarts the computer as part of the troubleshooting process, and the computer automatically attempts to install the failed update again. Again, the update fails to install. What should Susan do NEXT?

Research the error number for the failed update and determine if there is a known issue with this update

You have just installed a second monitor for a salesperson's workstation. The user wants to clone the display so that both monitors show the exact same image. This will allow them to see one of the displays while their customer sees the other from across their desk. When you connect the second monitor and clone the display, the second monitor displays text twice as large as the other monitor. Which of the following settings should you configure?

Resolution

Your companies share drive has several folders that have become encrypted by a piece of ransomware. During your investigation, you found that only the Sales department folders were encrypted. You continue your investigation and find that a salesperson's workstation was also encrypted. You suspect that this workstation was the original source of the infection. Since it was connected to the Sales department share drive as a mapped S:\ drive, it was also encrypted. You have unplugged the network cable from this workstation. What action should you perform NEXT to restore the company's network to normal operation?

Restore the Sales department folders from backups

A macOS user is browsing the internet in Google Chrome when they see a notification that says, "Windows Enterprise Defender: Your computer is infected with a virus, please click here to remove it!" What type of threat is this user experiencing?

Rogue anti-virus

Joseph contacted the service desk because his Windows 10 desktop is acting strangely. He cannot use his mouse, speakers, or printer connected to his workstation by USB. Yesterday, everything worked normally. He attempted to reboot the computer to fix the issue, but it remains. Which of the following actions should be performed NEXT?

Rollback any system updates or changes since yesterday

After a company rolls out software updates, Ann, a lab researcher, can no longer use the lab equipment connected to her PC. The technician contacts the vendor and determines there is an incompatibility with the latest version of the drivers. Which of the following should the technician perform to get the researcher back to work as quickly as possible?

Rollback the drivers to the previous version

You have just updated the graphics card's driver to the latest version. After installation, the Windows workstation crashes and reports an error code. You attempt to reboot the workstation, but it fails again. You decide to reboot the workstation into Safe Mode. What should you do NEXT?

Rollback the graphics driver

A home user brought their Windows 10 laptop to the electronics store where you work because they suspect it has a malware infection. You have finished remediating the infected system. Which of the following steps should you NEXT?

Schedule scans and run updates

A user contacts the service desk, stating their account is locked out, and they are unable to login to their local workstation. Which of the following log files should you review to determine the source of the lockout on the local workstation?

Security log

An administrator arrives at work and is told that network users are unable to access the shared drive on a Windows server. The administrator logs into the server and sees that some Windows Updates were automatically installed last night successfully, but now the network connection shows "limited" with no availability. What rollback action should the technician perform?

Server's NIC drivers

A user contacts the service desk after they just finished attempting to upgrade their laptop to Windows 10. The upgrade failed, and the user asks you to explain why. Which of the following log files should you review to determine the cause of the upgrade failure?

Setup

Jason has built a custom Android application that he wants to install on an Android tablet without having to install it through the Play Store. Which of the following would be required to allow him to install the app's APK on the device?

Sideloading

You are troubleshooting a user's workstation that is operating extremely slowly. You open the Task Manager and see that only Microsoft Word is currently running, but the CPU and network utilization is consistently running between 95-100%. Which of the following is MOST likely causing this issue?

The computer has become a zombie

Tamera and her husband are driving to the beach for the weekend. While her husband drives, she is using her iPhone to browse Facebook. Her phone shows only 1 bar of 3G signal in the current location. She can make and receive calls, but Facebook is refusing to load her news feed. Which of the following is MOST likely the problem?

The data speeds are insufficient with only one bar of signal

Christina recently purchased a new Android smartphone and is going on a trip. At the airport, she found a public wireless network called "FreeAirportWiFi" and connects to it. She noticed a question mark (?) icon showing in the toolbar next to the Wi-Fi icon. Christina attempts to open a webpage but gets an error of "The page cannot be displayed." She begins to troubleshoot the device by verifying that the airplane mode is disabled, Bluetooth is enabled, and tethering is enabled. Next, Christina attempts to make a phone call, which works without any issues. Which of the following is MOST likely the issue with Christina's smartphone?

The smartphone is connected to the FreeAirportWifi but is not authenticated yet

A salesperson uses their smartphone as a hotspot while traveling. The first week of their trip, their smartphone could download files at 24 Mbps and stream online videos without any problems. Unfortunately, this week their smartphone is only operating at 256 Kbps when they attempt to download a file. Additionally, they are having difficulty watching online videos due to excessive buffering. Which of the following is MOST likely the problem?

The smartphone's data connection is being throttled

You noticed that your personal files in your Dropbox had been accessed while you were sleeping. Which of the following threats is this an example of?

Unauthorized account access

When Jonathan opens the web browser on his computer, the initial page loads up to a search engine that he does not recognize. Jonathan attempts to use the search engine, but the results are abysmal, and the browser creates numerous pop-ups. Jonathan asks for your assistance in fixing this issue. Which TWO of the following actions do you recommend Jonathan perform first?

Uncheck any unapproved applications from the Startup tab in the Task Manager Reset the web browser to the default settings and configuration

A user's Android smartphone is sluggish in responding when the user tries to open any of its apps. The smartphone has 2 GB of memory and a 16 GB internal storage device. The technician saw that the smartphone currently has 1.7 GB of memory in use and 412 MB of free storage space on the internal storage device. Which of the following should the technician perform to improve the device's performance?

Uninstall any unneeded apps

A customer's Android smartphone is only 6 months old but is becoming excessively slow. When questioned, the customer states it was acting fine until they recently installed a new stock market tracking app. What action should you take to troubleshoot the slow performance on this phone?

Uninstall the app, reboot the phone, and reinstall the app

A laptop is running Windows 10 with Windows Defender on it. A user believes their laptop may have become infected with malware, so they install a second antivirus program that supposedly includes real-time protection. Now, the laptop is sluggish and sometimes non-responsive. Which of the following should you do FIRST to resolve this problem?

Uninstall the real-time protection antivirus

A factory worker suspects that a legacy workstation is infected with malware. The workstation runs Windows XP and is used as part of an ICS/SCADA system to control industrial factory equipment. The workstation is connected to an isolated network that cannot reach the internet. The workstation receives the patterns for the manufactured designs through a USB drive. A technician is dispatched to remove the malware from this workstation. After its removal, the technician provides the factory worker with a new USB drive to move the pattern files to the workstation. Within a few days, the factory worker contacts the technician again to report the workstation appears to be reinfected with malware. Which of the following steps did the technician MOST likely forget to perform to prevent reinfection?

Update the anti-malware solution

A home user contacts the help desk and states that their desktop applications are running very slowly. The user also says that they have not received any emails all morning, but they normally get at least 5-10 emails each day. The help desk technician gets permission from the home user to remotely access their computer and runs some diagnostic scripts. The technician determines that the CPU performance is normal, the system can ping the local router/gateway, and the system can load websites slowly, or they fail to load completely. During the diagnosis, the technician also observes the remote connection dropping and reconnecting intermittently. Which of the following should the technician attempt to perform NEXT to resolve the user's issue?

Update the anti-virus software, run a full scan of the system, and verify the web browser's and email client's settings

During the reconnaissance phase of a penetration test, you have determined that your client's employees all use Android smartphones that connect back to the corporate network over a secure VPN connection. Which of the following methods would MOST likely be the best method for exploiting these?

Use social engineering trick to a user into opening a malicious APK

Your Windows 10 workstation is currently running version 1909 and was flagged by the cybersecurity team as a threat to the network due to its outdated operating system. Which of the following actions should be performed to remediate this issue?

Use the Windows Update to install the latest OS version

You have just installed a new photo-sharing social media app on your smartphone. When you try to take a photo with the app, you hear the picture-taking sound. Unfortunately, when you check the app and your photo album, you cannot find any new pictures. Which of the following actions should you take to fix this issue?

Verify the app has the correct permissions

A user's computer was running out of storage space, so they decided to install a new second 1 TB hard disk drive (HDD) into their Windows 10 computer. Whenever they attempt to boot up the computer, an error of "No Operating System Found" is displayed on their screen. You unplugged the new 1 TB HDD, and then the computer boots up without any errors. You have just reconnected the 1 TB HDD. What step should you attempt NEXT to fix this issue?

Verify the boot order in the BIOS/UEFI

Your boss from work just sent you an important email, but you are not in the office. You tried to open the email from your smartphone, but it is encrypted and won't open. What should you do?

Verify the digital certificate is installed on the device

A customer brought in a computer that has been infected with a virus. Since the infection, the computer began redirecting all three of the system's web browsers to a series of malicious websites whenever a valid website is requested. You quarantined the system, disabled the system restore, and then perform the remediation to remove the malware. You have scanned the machine with several anti-virus and anti-malware programs and determined it is now cleaned of all malware. You attempt to test the web browsers again, but a small number of valid websites are still being redirected to a malicious website. Luckily, the updated anti-virus you installed blocked any new malware from infecting the system. Which of the following actions should you perform NEXT to fix the redirection issue with the browsers?

Verify the hosts file has not been maliciously modified

Nicole's smartphone works fine when she is at work or the mall, but she has limited bandwidth on the device when she is in her apartment building. Nicole has asked you to help her. What is the FIRST step you should take in troubleshooting this issue?

Verify the smartphone has adequate signal strength

You attempt to boot a Windows 10 laptop and receive an "Operating System Not Found" error on the screen. You can see the hard disk listed in the UEFI/BIOS of the system. Which of the following commands should you use to repair the boot sector of the hard disk?

bootrec /fixboot

You attempt to boot a Windows 10 laptop and receive an "Operating System Not Found" error on the screen. You can see the hard disk listed in the UEFI/BIOS of the system. Which of the following commands should you use to repair the first 512-byte sector on the hard disk?

bootrec /fixmbr

What is the FIFTH step of the seven-step malware removal process?

schedule scans and run updates

While troubleshooting the reason that the File Explorer is crashing on a Windows 10 machine, you determine that some of its files may have become corrupt. Which of the following utilities should you use to correct this?

sfc

Your smartphone's battery has been draining quickly. You have looked at the applications that are causing the drain and notice that a free game runs in the background, collecting GPS data even when you aren't using it. Which of the following threats is this an example of?

unauthorized location tracking