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