220-1102 Software Troubleshooting Practice Question
A user reports that their Android smartphone is running very slowly, the battery drains quickly, and they see frequent pop-up ads even when not using the browser. The user installed several apps from a third-party app store recently. Which of the following is the MOST likely cause of these symptoms?
⚠ Common exam trap
The trap here is attributing all performance issues to hardware or storage when the presence of pop-up ads strongly suggests malware.
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 device has been infected with malware.
The symptoms of slow performance, battery drain, and pop-up ads appearing outside the browser are indicative of malware, especially adware. Installing apps from third-party stores increases the risk. While other issues like full storage or battery problems can cause some symptoms, they do not explain the ads. Malware is the most likely cause.
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 device needs a factory reset to clear cache.
Why it's wrong here
A factory reset might remove malware, but it is not the most likely cause; it is a potential solution. The question asks for the cause, not the fix. Clearing cache does not remove malware. The symptoms strongly point to malware, not just cache buildup.
- ✓
The device has been infected with malware.
Why this is correct
The combination of slow performance, battery drain, and pop-up ads outside the browser is classic malware behavior on Android. Third-party app stores are common sources of malicious apps. Malware can run background processes, display ads, and steal resources, causing these exact symptoms.
- ✗
The device's storage is nearly full.
Why it's wrong here
While low storage can slow down a device, it does not cause pop-up ads. The presence of ads indicates a software issue, likely malware. Storage fullness would not explain the ads, so it is not the most likely cause.
- ✗
The battery is failing and needs replacement.
Why it's wrong here
A failing battery can cause quick drain, but it would not cause pop-up ads or general slowness. The ads are a clear sign of malicious software. Battery replacement would not address the adware or performance issues.
Go deeper
Related to this question
Learn chapter
User Account Control (UAC)
Key term
Adware
Adware is software that automatically displays or downloads unwanted advertisements, often bundled with free programs, and may track user behavior without clear consent.
Key term
Pop-up ads
Pop-up ads are unsolicited browser windows or overlays that appear automatically while browsing, often used for advertising or, maliciously, to spread malware.
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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.