Exam Practice: Software Troubleshooting

The electronic health records software application crashes during a busy day at a doctor's office. The IT consultant for the practice knows that the application backs up data in real-time and has the latest update installed. Which of the following options is the only one that could potentially fix the crashing issue?

Uninstall and reinstall the application.

Update the application driver.

Try to recover data from temporary files.

Uninstall and reinstall the application driver.

• Problem: App started malfunctioning after most recent update

• Best solution: Uninstall and reinstall the application

• Data preservation: Not needed (app backs up in real-time)

• Drivers: Not relevant (drivers are for hardware, not apps)

• Why not other options: Updating/reinstalling drivers won’t fix application issues

Over the course of a day, a user's computer becomes slow, and pop-ups randomly appear on the screen. Later, these pop-ups become more frequent, and the user notices that Internet searchers are using Google versus the selected default web browser, Firefox. Once the computer starts repeatedly crashing, the user calls tech support for help. Considering these data points, which is the best diagnosis for the observed problem?

Adware or spyware infection ← CORRECT ANSWER

The DNS server is corrupted and is mapping domain names to the wrong IP addresses.

Ransomware

The HOSTS file is corrupted and is mapping domain names to the wrong IP addresses.

An employee enters the web address of their local newspaper to check for news on the company, and a site pops up with many click-bait celebrity stories. The employee re-enters the address, assuming a misspelling, but returns to the same page. When the help desk technician arrives, which of the following troubleshooting steps would be appropriate?

Check HOSTS files for malicious entries.

Since HOSTS maps domain names to IP addresses, the HOSTS file in the registry would show malicious entries to re-route IP addresses.

Worried about a crash, a user creates a complete backup of the system configuration and data files on their computer. Identify what the user has created.

An image

Correct Answer:

A backup of everything on the computer, including the installation, settings, apps, and files, is also called an image.

A user disables some of the laptops' services, thinking it would speed up performance. After restarting the laptop, "One or more services failed to start" appears. When the IT specialist opens the Services snap-in, they identify the failed service and restart it, but that does not fix it. Which of the following scenarios best explains why the restart did not work?

The user disabled a dependent service.

Most Windows services are dependent on other services to run. If the user disabled a service that the failed service depended on, it would fail to start.

A user likes to watch Netflix on their phone while on the treadmill. The user turns the phone sideways for better viewing, but this time, the picture does not orient to landscape as it always has. Which of the following could cause this issue?

Rotation lock is enabled.

To ensure the authenticity and authorization of a mobile app, a service provider issues a certificate to valid developers. Developers can use this certificate to sign their app, and to establish trust. Which of the following attributes of an app would likely disqualify as trustworthy?

Duplicates the function of core OS apps