easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A user calls the help desk, frustrated because…
A user calls the help desk, frustrated because their computer is running slowly after installing a new antivirus program. The technician suspects the antivirus is causing high CPU usage. Which of the following is the MOST appropriate initial response?
⚠ Common exam trap
CompTIA often tests the candidate's ability to prioritize the troubleshooting methodology over technical action—the trap here is that many candidates choose Option D because they think immediate remote access is efficient, but the exam emphasizes gathering information and showing empathy as the first step.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Apologize for the frustration and ask the user to describe when the slowness started.
It follows the CompTIA A+ troubleshooting methodology by first gathering information and showing empathy. The technician needs to confirm the timeline of the slowness relative to the antivirus installation, as other factors (e.g., a Windows update, disk I/O bottleneck, or malware) could be the root cause. Jumping to conclusions without verifying the symptom onset violates the 'identify the problem' step and risks misdiagnosis.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Tell the user to uninstall the antivirus immediately.
Why it's wrong here
This action is premature and highly irresponsible. Uninstalling antivirus software without proper diagnosis leaves the system vulnerable to malware, which could exacerbate performance issues or lead to data compromise. A technician's role is to troubleshoot, not to recommend actions that compromise security without understanding the root cause. This approach lacks diagnostic rigor and prioritizes a quick, potentially harmful, fix over a secure resolution.
- ✗
Explain that antivirus programs always slow down computers and there's nothing to be done.
Why it's wrong here
While antivirus software does consume system resources, stating that "nothing can be done" is inaccurate and unprofessional. Modern antivirus solutions are optimized for performance, and significant slowdowns often indicate a misconfiguration, a conflict with other software, or an underlying system issue that requires investigation. This response dismisses the user's valid concern and fails to offer any troubleshooting steps or potential solutions, which is contrary to help desk best practices.
- ✓
Apologize for the frustration and ask the user to describe when the slowness started.
Why this is correct
This is the most appropriate first step as it demonstrates empathy, which is crucial for building user trust and de-escalating frustration. By asking when the slowness started, the technician begins to gather vital diagnostic information, establishing a timeline that can help identify recent changes, software installations, or updates that might correlate with the performance degradation. This approach prioritizes user experience while initiating a structured troubleshooting process.
- ✗
Immediately remote into the computer to check CPU usage.
Why it's wrong here
While checking CPU usage is a valid diagnostic step for performance issues, immediately remoting in without first engaging the user or acknowledging their frustration can be perceived as impersonal and dismissive. This approach bypasses crucial initial communication steps, such as gathering context about the problem's onset or specific symptoms, which could guide the remote investigation more efficiently. Prioritizing technical action over user interaction can negatively impact the user's perception of support quality.
Go deeper
Related to this question
Learn chapter
Windows Editions and Features
Key term
High CPU usage
A network device condition where processor utilisation reaches levels that degrade performance or cause service interruptions.
Key term
Windows
Windows is a family of operating systems developed by Microsoft that manages computer hardware and software, providing a graphical user interface for users to interact with their devices.
About these practice questions
This 220-1202 question is part of Courseiva's 495-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.