220-1102 Software Troubleshooting Practice Question
A user reports that after installing a new third-party antivirus suite, their Windows 10 computer can no longer connect to the internet. Other computers on the same network are working fine. The technician confirms that the antivirus software is active and has its own firewall component. Which of the following should the technician do FIRST to restore internet connectivity?
⚠ Common exam trap
The trap here is that candidates may jump to uninstalling the antivirus (Option A) because it seems definitive, but CompTIA emphasizes a methodical troubleshooting approach where the least disruptive step—disabling the firewall component—should be tried first to isolate the cause.
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
✓
Disable the firewall component of the antivirus suite temporarily
The correct first step is to disable the antivirus suite's firewall component temporarily because the third-party firewall is likely blocking network traffic, causing the connectivity loss. Since the issue started immediately after installing the antivirus and other computers work fine, the problem is isolated to this machine and its new software. Temporarily disabling the firewall isolates the cause without removing the entire suite, allowing for a quick test and minimal disruption.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Uninstall the third-party antivirus suite completely
Why it's wrong here
Uninstalling the entire third-party antivirus suite is an unnecessarily destructive first step. While the suite's firewall is a likely culprit, a full uninstall removes all protection layers (real-time scanning, web protection, etc.) and typically requires a reboot and reinstallation even if the problem lies solely in one optional component. The correct approach is to isolate the specific component, not remove the whole product.
- ✗
Run the Windows Network Troubleshooter
Why it's wrong here
The Windows Network Troubleshooter is designed to diagnose generic network faults, such as invalid IP configuration, DNS resolution failures, or unavailable gateway services. It does not inspect third-party firewall rules or security suite components, so it can easily miss the exact filter driver or firewall policy that is blocking traffic. With a known recent software change, directly testing that change is faster and more reliable than a broad, automated diagnostic.
- ✓
Disable the firewall component of the antivirus suite temporarily
Why this is correct
Temporarily disabling the antivirus's firewall component is the best first step because it directly tests the most plausible cause: the new suite's firewall is enforcing a default-deny policy that blocks Windows network traffic. If the machine regains connectivity while the firewall is disabled, the technician can confirm the cause and then configure targeted allow rules for the needed applications, keeping the rest of the security suite active. This process is quick, reversible, and avoids unnecessary disruption.
- ✗
Reset the TCP/IP stack using netsh commands
Why it's wrong here
Resetting the TCP/IP stack with `netsh int ip reset` is meant for corrupted Winsock or TCP/IP registry entries, which typically cause persistent errors across reboots and often affect even wired connections independent of software installation. Starting this process immediately after installing a third-party antivirus overlooks the much simpler, time-correlated explanation that the suite's firewall or filter driver is intercepting and dropping packets. It also requires a reboot and may not resolve the issue if the firewall policy is still actively blocking traffic.
Go deeper
Related to this question
Learn chapter
User Account Control (UAC)
Key term
Antivirus
Antivirus is software that detects, prevents, and removes malicious software (malware) from a computer or network.
Key term
Windows 10
Windows 10 is a personal computer operating system developed by Microsoft that combines the familiarity of Windows 7 with the modern features of Windows 8, designed to run on a wide range of devices from desktops to tablets.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 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 220-1102 exam.