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
Common Symptoms
Common symptoms for PC security problems are in the table below.
| Unable to Access the Network | Verify that the computer is physically connected to the network Verify that the network adapter driver is installed correctly Verify that the network interface is set to DHCP or static (as applicable) and that the IP address is configured correctly Verify that the firewall is not blocking traffic |
| Desktop Alerts | Disable notifications Uninstall applications that are generating notifications |
| False Alerts Regarding Antivirus Protection | The alert may be a pop-up ad, which can be ignored Use a pop-up blocker Uninstall applications that are generating notifications |
| Altered System or Personal Files Missing or Renamed Files | The end user accidentally deleted or moved the file The hard disk drive is physically damaged and corrupting the data. Replace the hard disk drive. Run the system file checker Restore files from back up |
| Unwanted Notifications Within the OS | Disable notifications Uninstall applications that are generating notifications |
| OS Update Failures | Reboot the computer Manually install the update. If the update fails again, check the error message. |
| Random / Frequent Pop Ups | Use a pop-up blocker Uninstall any applications that are generating pop ups |
| Certificate Warnings | Verify that you are accessing a legitimate website Verify that the date and time on your computer are correct Install trusted root certificates if they are missing |
| Redirection | Uninstall any applications that are redirecting your web browser |
| Pop-ups | A pop-up ad can be a normal part of browsing a website Install a pop-up blocker if you don’t want to see pop-ups Some pop-ups appear automatically (without interaction from a website) if a user has installed some adware/malware In that case, you must remove the adware |
| Security Alert | Identify the cause of the security alert and act accordingly Windows will provide a security alert when you try to run a program that is not trusted Verify the source and purpose of the program before allowing it Some security alerts are false positives |