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| Section | Weight | Objectives |
|---|---|---|
| Operational Procedures | 21% | - Safety and compliance
|
| Software Troubleshooting | 23% | - Application and security troubleshooting
|
| Security | 28% | - Threats and mitigation
|
| Operating Systems | 28% | - macOS, Linux, and Chrome OS basics
|
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NEW QUESTION # 229
A customer's computer does not have an active connection to the network. A technician goes through a few troubleshooting steps but is unable to resolve the issue. The technician has exhausted their knowledge. The customer expresses frustration at the time taken to resolve this issue. Which of the following should the technician do?
Answer: C
Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
When a technician exhausts all troubleshooting steps within their knowledge and the issue remains unresolved, the best practice is to escalate the issue to a higher-level technician or team. Additionally, the technician should clearly communicate the next steps to the customer to maintain transparency and reduce frustration. This ensures continuity of support and upholds customer satisfaction.
B: Dismissing the customer is unprofessional and violates proper customer service protocols.
C: Interrupting the customer and providing excuses escalates the tension and is inappropriate.
D: Continuing to ask questions without new troubleshooting steps wastes time and increases frustration.
Reference:
CompTIA A+ 220-1102 Objective 4.1: Given a scenario, implement best practices associated with documentation and support systems information.
Study Guide Section: Customer service best practices - escalation and communication
NEW QUESTION # 230
A user reports that their smartphone frequently displays pop-ups that warn of security threats and recommend tools to protect against them. After tapping one of the pop-ups, the user notices that the smartphone ' s battery drains faster. Which of the following should a technician recommend to resolve this issue?
Answer: B
Explanation:
The symptoms point to malicious or rogue content: frequent "security warning" pop-ups that push "tools" is a classic sign of scam/rogue apps, and the new fast battery drain suggests an unwanted process running in the background. The CompTIA objectives explicitly list mobile security symptoms such as "high number of ads,"
"fake security warnings," and "unexpected application behavior," which aligns with this scenario. On the browser side, Quentin Docter notes that if you continually receive pop-ups or overlays, "you may be infected with malware," and recommends scanning with antivirus/antimalware software. He also explains that clearing browsing data/cache is sometimes necessary to resolve browser-related problems and details how to clear cache/browsing data.
Because the user tapped the pop-up and then battery life worsened, the best practical fix is to remove the likely malicious application(s) (uninstall unknown apps) and clear browser cache to eliminate stored site data
/scripts fueling the pop-ups. A factory reset is a stronger last resort, but least disruptive remediation is A.
NEW QUESTION # 231
A user reports that their computer is running extremely slowly. They are also often redirected to unknown websites when attempting to access internal applications. The computer ' s antivirus software is outdated, and the user cannot access certain security-related settings. A network administrator confirms that all other workstations are operating normally, and network diagnostics show no issues. Which of the following should the administrator do next to troubleshoot these issues?
Answer: B
Explanation:
The combination of extreme slowness , browser redirection to unknown sites , outdated antivirus , and blocked access to security settings strongly indicates a malware infection localized to that device (especially since other workstations and network diagnostics are normal). Quentin Docter lists browser redirection as a common security symptom ("Your browser is redirected to websites") and stresses that if you experience even one of these security symptoms, you should "immediately rectify the security issue or quarantine the system ." In malware removal best practices, the first operational containment step after verifying symptoms is to isolate
/quarantine the infected system to prevent spread, credential theft, or further compromise. Disconnecting the device from the network accomplishes this containment so investigation (logs, scans, offline tools, safe mode, etc.) can be done without risking other systems. Clearing cache (B) is too narrow and doesn't address blocked security settings/outdated AV. Firewall checks (A) and raising settings (D) don't contain the threat and may be prevented by the malware itself. Therefore, the next step is to disconnect and investigate .
NEW QUESTION # 232
The battery on a user's smartphone discharges quickly during travel. The phone was replaced two weeks ago.
What should the technician do first?
Answer: D
Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
Apps like GPS or roaming services often drain battery during travel.Checking app utilizationhelps identify battery drain sources.
FromQUENTIN DOCTER - COMPTIA A+ COMPLETE study GUIDE:
"Monitoring app activity can reveal high-power usage apps running in the background, especially when mobile data or GPS is active."
NEW QUESTION # 233
A user reports that the time on their computer does not match the time on their VoIP phone. What should a technician do?
Answer: B
Explanation:
This scenario involves a mismatch in device time settings, which can affect synchronization and authentication across the network. Using aNetwork Time Protocol (NTP) serverensures all networked devices maintain accurate and synchronized clocks.
FromTravis Everett - All-in-One Exam Guide:
"NTP servers keep all devices on a network in sync. This prevents time drift, which can cause authentication issues with domain logins, certificates, and applications." .
NEW QUESTION # 234
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