220-1102 Software Troubleshooting Practice Question
A user complains that every time they open their web browser, the homepage has changed to an unfamiliar search site and new toolbars appear. They did not change these settings. Which of the following is the MOST likely cause?
⚠ Common exam trap
The trap here is attributing browser hijacking symptoms to network or profile issues instead of recognizing the hallmark signs of unwanted software.
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
✓
The browser has been infected with a potentially unwanted program (PUP).
The sudden appearance of toolbars and homepage changes without user action is characteristic of a potentially unwanted program. These are often bundled with free downloads and modify browser settings. The correct response is to identify and uninstall the PUP, then reset the browser to its default configuration to remove any remaining changes.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
The browser has been infected with a potentially unwanted program (PUP).
Why this is correct
Unwanted changes to the homepage and the appearance of new toolbars without user action are classic signs of a potentially unwanted program, often bundled with free software. PUPs modify browser settings and can redirect searches. Removing the PUP and resetting the browser settings addresses the root cause.
- ✗
The DNS server is returning incorrect results.
Why it's wrong here
DNS problems cause name resolution failures or redirection to malicious sites, but they do not add toolbars or change homepage settings persistently. The visible browser modifications indicate software installed on the system, not a network resolution issue. Checking DNS would not remove the unwanted toolbars.
- ✗
The user's roaming profile is corrupt.
Why it's wrong here
A corrupt roaming profile would affect many settings across applications, not just browser homepage and toolbars. It also typically causes logon errors or missing desktop items. The symptom is specific to browser configuration, which points to unwanted software rather than profile corruption.
- ✗
The browser needs to be updated to the latest version.
Why it's wrong here
An outdated browser may have security vulnerabilities, but it does not spontaneously change the homepage or install toolbars on its own. The observed changes are the result of unwanted software already present. Updating the browser alone would not remove the PUP or restore the original settings.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official CompTIA exam blueprint
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.