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A+ Core 2 Certification Cram Notes : Software Troubleshooting

3.3 Explain the following best practice procedures for malware removal.

Explanation of best practice procedures for malware removal:

1. Investigate and verify malware symptoms: This step involves identifying the symptoms of malware infections, such as slow computer performance, unexpected pop-ups, or strange behavior of applications. After identifying the symptoms, it's important to verify that the system is indeed infected with malware.

2. Quarantine infected systems: Once it is confirmed that a system is infected, it should be immediately quarantined to prevent further spread of the malware. This involves disconnecting the system from the network, disabling all sharing, and disconnecting all external devices.

3. Disable System Restore in Windows: System Restore can allow malware to re-infect a system, so it's important to disable it before remediation.

4. Remediate infected systems: Remediation involves updating anti-malware software and running scans to detect and remove malware. Scanning and removal techniques such as safe mode or preinstallation environment can be used to increase the effectiveness of the remediation process.

5. Schedule scans and run updates: After remediation, it's important to schedule regular scans and run updates to prevent future malware infections.

6. Enable System Restore and create a restore point in Windows: Once the system is fully remediated, System Restore should be re-enabled and a restore point should be created in case of future issues.

7. Educate the end user: It's important to educate the end user on safe browsing practices, avoiding suspicious emails and links, and keeping anti-malware software up-to-date to prevent future malware infections.

3.4 Explain the following troubleshooting common mobile OS and application issues.

To troubleshoot common mobile OS and application issues, follow these steps:

1. Restart the device: Restarting the device can fix many problems, including slow performance, battery life issues, and application crashes.

2. Check for software updates: Ensure that your device and applications are up-to-date with the latest software updates.

3. Clear cache and data: Clearing cache and data from applications can help to resolve issues such as slow performance, application crashes, and other unexpected behavior.

4. Uninstall and reinstall applications: Uninstalling and reinstalling applications can resolve issues such as application crashes, update failures, and other unexpected behavior.

5. Disable and re-enable features: If you are experiencing connectivity issues, try disabling and re-enabling the affected feature such as Bluetooth or WiFi.

6. Reset network settings: If you are experiencing connectivity issues, try resetting the network settings on your device.

7. Factory reset: As a last resort, you can perform a factory reset on your device to resolve persistent issues. However, this will erase all data on your device, so ensure that you have a backup before performing a factory reset.

3.5 Troubleshoot following mobile OS and application security issues

Security concerns

To troubleshoot mobile OS and application security issues, the following steps can be taken:

1. Verify the source of the application: Check the source of the application to ensure it is from a trusted source such as the Google Play Store or Apple App Store. Avoid installing applications from third-party sources that are not trusted.

2. Check the developer mode: Ensure that developer mode is turned off. Leaving developer mode on could expose the device to security vulnerabilities.

3. Check for root access/jailbreak: Verify that the mobile device has not been rooted (Android) or jailbroken (iOS). Rooting or jailbreaking a device can expose it to security vulnerabilities and can allow unauthorized access to the device.

4. Check for bootleg/malicious applications: Run a malware scan to check for any malicious applications that may have been installed on the device.

5. Check for application spoofing: Verify that the applications installed on the device are legitimate and not spoofed. Spoofed applications can look legitimate but can contain malware or other malicious content.

6. Update applications and operating system: Ensure that all applications and the operating system are up to date with the latest security patches and updates.

7. Educate the user: Provide security awareness training to the end user to help them identify potential security threats and avoid falling victim to them.

Following symptoms indicate possible security issues with the mobile OS and applications:

High network traffic: This could indicate a malware or spyware infection that is sending data to a remote server without the user's knowledge.

Sluggish response time: Malware or spyware infections can slow down the device's performance.

Data-usage limit notification: Malware or spyware could be using the device's data plan to communicate with a remote server, resulting in excessive data usage.

Limited/No Internet connectivity: Malware or spyware could be blocking the device's access to the Internet or redirecting the user to a malicious website.

High number of ads: Adware can bombard the user with unwanted ads, often resulting in slow performance and increased data usage.

Fake security warnings: This could be a tactic used by malware or spyware to trick the user into downloading a fake security application or providing personal information.

Unexpected application behavior: This could be a result of malware or spyware infection, as some malicious applications can modify the behavior of other applications.

Leaked personal files/data: Malware or spyware could be stealing personal information or files from the device and sending it to a remote server without the user's knowledge.


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