Software Troubleshooting
app scanner
An app scanner allows users to verify applications before loading it. Android applications can be acquired from many sources, some of which may not be secure.
adware
Any software program in which advertising banners are displayed while the program is running is referred to as adware.
Malware has hijacked his e-mail account and is now sending e-mail through his account.
Change boot settings in BIOS/UEFI (The system is set to boot from the CD first, then the hard drive. If she leaves the CD in the drive, it will not boot, so she needs to change the boot order to boot first from the hard drive, then the CD.)
A user calls the hotline complaining that his system takes a very long time to boot and appears to be running slower than other similar systems that are being used in his office. What advice would you give him to address his problems?
Check Msconfig for unnecessary programs and services that are running.
A user complains that his disk drive appears to be running very slowly and it is beginning to affect the system speed. He checked and the hard drive is less than half full. What suggestions can you make to help speed up his hard drive?
Defragment the hard drive. ( There is a good chance that the files on his drive have become fragmented. The user should defragment the drive, unless he is using a solid-state drive (SSD), which should never be defragmented.)
You have just completely removed viruses from a system. According to CompTIA A+ specifications, the 7th, and final, step in the "Best Practice for removing malware" is ____.
Educate the end user. ( Inform them of any company policies regarding email and Internet usage.)
A new Linux user calls the hotline wanting to know how to access the command line on his Linux system, like he used to do on his Windows system. What would you suggest?
Enter the Terminal Mode ( there are many ways to enter into the Terminal Mode, typically there will be an icon on the desktop labeled Terminal.)
A user calls and wants to view all logs currently on his Windows system. What utility would allow users to view logs?
Event Viewer
A user attempted to modify his Linux-based system and now is having numerous problems. In Windows, he could revert to an earlier time with System Restore. What application in Linux would perform the same function?
LVM Snapshots (LVM Snapshots, the Linux Logical Volume Manager, performs functions similar to System Restore in Windows.)
A client calls stating that he is constantly receiving e-mail responses from e-mail messages he never delivered. What has happened to his system?
Malware has hijacked his e-mail account and is now sending e-mail through his account.
A user calls the hotline wanting to know where he can view error logs on his Linux system. Where is the most common location for these files on a Linux system?
Most releases of Linux store error files in the /var/log directory.
Msconfig
Msconfig controls programs and services are initiated when Windows starts. Any unnecessary programs and services can be disabled through Msconfig, which would free up memory, as well as system resources.
regedit
Regedit allows users to view, search, and edit the system registry file. Be certain to explain to the client the issues with editing the registry.
What to do when a system has a kernel panic?
Restart the system, launch the Console application, and check All Messages for log errors that may indicate the original issue. When a system running Mac OS has a kernel panic, restart the machine and check for any errors that would be indicated in error logs shown in the Console application.
A user running Mac OS calls the hotline after his system has had a kernel panic. There was nothing indicated on the screen. He wants to know how to proceed from this point.
Restart, launch Console, and check All Messages.
How to set up Dual Monitors on a device?
Right-click on desktop and select Display Settings, drag the screens to properly orient them so the mouse will track from screen to screen in normal order.
Event Viewer
The Event Viewer not only displays the events running but also errors, log files, and system warnings, which are all very useful in troubleshooting.
An employee calls the help desk after having problems booting up their computer. Shortly after powering it on, the system does not load the Windows 7 operating system, but displays the following message: "Operating System Not Found" Which of the following is the most likely cause of this issue?
The MBR has become damaged.
The best practice for the removal of malware (In Order)
The best practice for the removal of malware is to perform these steps in order: identify malware symptoms, quarantine infected system, disable system restore, remediate infected systems, schedule scans and run updates, enable system restore and educate the end user.
The MBR has become damaged.
The master boot record (MBR) is located on the first sector of the hard disk, and contains very important roles for a computer. One of these responsibilities is to begin the process of loading the operating system (OS). If a virus were to find its way into the MBR, it can cause serious issues, such as preventing the OS from loading.
A user has successfully set up dual monitors on his system, but the mouse does not track correctly from one screen to the next. Explain the procedure to remedy this issue.
The monitors must be realigned in Display Settings.
A user is experiencing multiple pop-ups when he opens his computer web browser. What type of malicious software could account for this?
adware
A user is concerned that applications he may load onto his Android-based cell phone may not be secure. What would you suggest he do to ensure the quality of apps for an Android?
app scanner
The machine you are currently working on gives you a Missing NTLDR message. What is a possible reason for this?
attempt to boot from another device
A client calls you and says the company is building a new location in a nearby city. There is a large outdoor area that he plans to allow employees to use during breaks, lunches, and special events. He is somewhat concerned that there may not be adequate cell coverage in the area. What tool do you suggest he use to verify this?
cell tower analyzer (A cell tower analyzer would provide information on signal strength, as well as availability.)
According to the best practices for malware removal, what is the first step you should perform?
identify malware symptoms
A client calls and wants to be able to view, search, or even edit the system registry file. What would you suggest?
regedit
A client calls and says she is currently in Recovery Console, but she has forgotten the command used to verify that all system files are working properly. What command should she enter?
sfc /scannow ( System File Check (SFC) will verify all system files are working properly.)
A user calls the hotline complaining that games he was able to play on his old Windows XP system no longer run on Windows 7. What would you suggest he try?
the Compatibility tab in the application ( Older applications may not run on newer releases of an operating system. Right-click on Application, select Properties, and then Compatibility.)
