Discover the recommended first step a technician should take when a user reports a virus on their computer. Learn the proper protocol for troubleshooting and resolving potential malware issues.
Table of Contents
Question
A user reports that a computer has a virus on it. Which of the following is the FIRST step the technician should take?
A. Determine a plan of action to resolve the problem.
B. Run antivirus software to remove the virus from the computer.
C. Ask the user about the symptoms the computer is experiencing.
D. Make a backup of the user’s data on an external drive.
Answer
C. Ask the user about the symptoms the computer is experiencing.
Explanation
The correct first step a technician should take when a user reports a computer has a virus is C. Ask the user about the symptoms the computer is experiencing.
Before taking any action, it is crucial to gather information from the user regarding the specific symptoms or behaviors they are observing on the infected computer. This information will help the technician assess the situation, identify potential indicators of malware, and determine the appropriate course of action.
Asking the user about the symptoms allows the technician to:
- Understand the nature and severity of the issue.
- Identify potential entry points or causes of the infection.
- Assess the impact on system performance and functionality.
- Determine if the issue is isolated or if it affects multiple systems.
By gathering detailed information about the symptoms, the technician can better prioritize and plan the necessary steps to resolve the problem effectively. Rushing to run antivirus software or making backups without understanding the context and specifics of the issue may lead to inefficient troubleshooting or potential data loss.
After collecting the necessary information from the user, the technician can then determine the appropriate plan of action, which may involve running antivirus software, making data backups, or taking other necessary steps to mitigate and resolve the virus issue.
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