CompTIA A+ Core 2 (220-1002) — Question 450

A user calls the help desk to report issues with multiple pop-ups and degraded PC performance. The user is out of the area, and assistance can only be provided remotely. Which of the following steps should a technician perform?

Answer options

• A. Establish a remote connection, install free third-party malware software, scan the machine for malware, and restart the machine.
• B. Explain the steps to access safe mode with networking, establish a remote connection, run approved malware tools, and restart the machine.
• C. Establish a remote connection, install a free third-party backup tool, back up the user's software, and instruct the user on how to reinstall Windows.
• D. Explain the steps to access safe mode with networking, set a restore point, run company-approved malware tools, and restart the machine.

Correct answer: B

Explanation

The correct answer is B because it involves accessing safe mode with networking, which is essential for running malware tools effectively in a remote session. Options A and C involve using non-approved software or unnecessary backup procedures instead of focusing on malware removal. Option D, while it includes safe mode, does not utilize company-approved malware tools, which is a critical requirement in a professional setting.