Computer Support/Objectives/Software Troubleshooting

3.1 Given a scenario, troubleshoot common Windows OS problems.

  • Common symptoms
    • Blue screen of death (BSOD)
    • Sluggish performance
    • Boot problems
    • Frequent shutdowns
    • Services not starting
    • Applications crashing
    • Low memory warnings
    • USB controller resource warnings
    • System instability
    • No OS found
    • Slow profile load
    • Time drift
  • Common troubleshooting steps
    • Reboot
    • Restart services
    • Uninstall/reinstall/update applications
    • Add resources
    • Verify requirements
    • System file check
    • Repair Windows
    • Restore
    • Reimage
    • Roll back updates
    • Rebuild Windows profiles

3.2 Given a scenario, troubleshoot common personal computer (PC) security issues.

  • Common symptoms
    • Unable to access the network
    • Desktop alerts
    • False alerts regarding antivirus protection
    • Altered system or personal files
      • Missing/renamed files
    • Unwanted notifications within the OS
    • OS update failures
  • Browser-related symptoms
    • Random/frequent pop-ups
    • Certificate warnings
    • Redirection

3.3 Given a scenario, use best practice procedures for malware removal.

  1. Investigate and verify malware symptoms
  2. Quarantine infected systems
  3. Disable System Restore in Windows
  4. Remediate infected systems
    1. Update anti-malware software
    2. Scanning and removal techniques (e.g., safe mode, preinstallation environment)
  5. Schedule scans and run updates
  6. Enable System Restore and create a restore point in Windows
  7. Educate the end user

3.4 Given a scenario, troubleshoot common mobile OS and application issues.

  • Common symptoms
    • Application fails to launch
    • Application fails to close/crashes
    • Application fails to update
    • Slow to respond
    • OS fails to update
    • Battery life issues
    • Randomly reboots
    • Connectivity issues
      • Bluetooth
      • WiFi
      • Near-field communication (NFC)
      • AirDrop
    • Screen does not autorotate

3.5 Given a scenario, troubleshoot common mobile OS and application security issues.

  • Security concerns
    • Android package (APK) source
    • Developer mode
    • Root access/jailbreak
    • Bootleg/malicious application
      • Application spoofing
  • Common symptoms
    • High network traffic
    • Sluggish response time
    • Data-usage limit notification
    • Limited Internet connectivity
    • No Internet connectivity
    • High number of ads
    • Fake security warnings
    • Unexpected application behavior
    • Leaked personal files/data

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