3.2 - Troubleshooting Windows applications and drivers
CompTIA A+ Core 2 objective 3.2 covers troubleshooting Windows applications and drivers. A browser that constantly redirects and shows pop-ups usually points to a malware or adware infection. If a PC shows a BSOD on every boot after installing a new driver, boot into Safe Mode and roll back the driver. When an older program won't run on Windows 11, try Compatibility Mode first before anything drastic. A program that crashes on launch is often fixed by updating or repairing it, then reinstalling as a last resort. During malware remediation, disable System Restore before cleaning, because malware can hide in restore points and reinfect the machine. Expect scenario questions that describe an app or driver symptom and ask for the correct, ordered fix.
Constant redirects/pop-ups = malware/adware. BSOD after a new driver = Safe Mode + roll back driver. Old app on Win 11 = Compatibility Mode first. Crash on launch = update/repair, reinstall last. Cleaning malware = disable System Restore first.
Practice questions
1. An older program won't run on Windows 11. Which feature should you try FIRST?
- Reinstall the Windows OS
- Run the program in Compatibility Mode (correct answer)
- Replace the system's processor
- Turn off the Windows firewall
Compatibility Mode runs a legacy app as if on an older Windows version, often resolving such issues.
2. A user's browser constantly redirects to unknown sites and shows pop-ups even when closed. Which is the MOST likely cause?
- Malware/adware infection (correct answer)
- A failing hard drive
- Insufficient RAM
- A dead CMOS battery
Constant redirects and pop-ups are classic symptoms of adware/browser-hijacking malware. Run reputable anti-malware, remove rogue extensions, and reset the browser.
3. After installing a new graphics driver, a PC shows a BSOD on every boot. What is the BEST recovery step?
- Reinstall Windows completely from scratch
- Physically replace the graphics card
- Boot into Safe Mode and roll back the driver (correct answer)
- Buy an entirely new computer
Boot into Safe Mode (minimal drivers) and roll back or uninstall the bad driver; this resolves driver-caused BSODs.
4. A program crashes immediately on launch with no error. Which is a reasonable troubleshooting order?
- Replace the entire computer
- Update/repair the app, then reinstall (correct answer)
- Format the system disk drive
- Replace the RAM modules first
Try least-invasive fixes first: update/repair, check Event Viewer, run as admin/compatibility, then reinstall.
5. During malware remediation, why disable System Restore before cleaning?
- It noticeably speeds up the whole CPU
- Malware can hide in restore points and reinfect (correct answer)
- It frees up a lot of unused system memory
- It changes the currently applied desktop theme
Restore points can contain the malware; disable System Restore, clean, then re-enable and create a fresh restore point.
6. Which is a common SYMPTOM of a compromised system?
- Perfectly normal system behavior
- Unexpected pop-ups, redirects, new programs (correct answer)
- A noticeably faster system boot
- A cooler-running system processor
Infection signs: pop-ups, redirects, new/unknown programs, disabled security tools, slowdowns, high resource use.