220-1102 Software Troubleshooting Practice Question
A user reports that after installing a third-party antivirus suite, their web browser cannot connect to the internet. Other network-dependent applications such as email clients work correctly. The technician has confirmed that the network adapter is configured correctly and other devices on the same network can access the internet. Which built-in Windows tool should the technician use FIRST to investigate whether the antivirus software has created firewall rules that are blocking the browser?
⚠ Common exam trap
Many candidates assume the issue is a corrupted browser or DNS problem, but the question specifically isolates the problem to firewall rules created by the antivirus, making wf.msc the targeted first tool.
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
✓
Windows Defender Firewall with Advanced Security (wf.msc)
The Windows Defender Firewall with Advanced Security (wf.msc) allows the technician to inspect and manage all firewall rules, including those created by third-party applications. Since the issue is isolated to the web browser while other network apps work, the most likely cause is a specific outbound or inbound rule blocking browser traffic. This tool provides granular filtering by program, port, or protocol, making it the correct first step to identify if the antivirus suite added a restrictive rule.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Windows Defender Firewall with Advanced Security (wf.msc)
Why this is correct
Windows Defender Firewall with Advanced Security (wf.msc) is the MMC snap-in that exposes granular inbound and outbound firewall rules, each tied to a specific program, port, or service and assigned to a network profile (Domain, Private, Public). Third-party antivirus suites commonly register their own filtering rules here via the Windows Filtering Platform, so a technician can inspect rule properties, locate blocking actions for the browser's executable path, and enable or disable offending rules. Additionally, the Monitoring section displays active connections and allows verification of firewall behavior in real time.
- ✗
Services console (services.msc)
Why it's wrong here
The Services console (services.msc) manages Windows services—their startup type, status, logon account, and recovery actions. Although a third-party antivirus may install a firewall-related service (for example, an antimalware engine or network filter driver), this console only controls the service lifecycle; it does not display or modify the individual filtering rules those services enforce. Therefore, it would not show why a specific browser is being blocked by an inbound or outbound firewall rule.
- ✗
Resource Monitor (resmon.exe)
Why it's wrong here
Resource Monitor (resmon.exe) provides a real-time dashboard of CPU, memory, disk, and network activity, including per-process network I/O and active TCP connections. While its Network tab can show whether a browser process is generating traffic, it does not enumerate firewall filter rules or indicate whether the Windows Filtering Platform is dropping packets for that process. Thus, it cannot reveal a third-party antivirus rule that is silently blocking the browser.
- ✗
Network and Sharing Center
Why it's wrong here
Network and Sharing Center offers a high-level view of network connectivity, such as active networks, link speed, IPv4/IPv6 addresses, and access to troubleshooters like Internet Connections or Network Adapter. In Windows 10/11 it provides a 'Windows Firewall' link only to the legacy firewall status page, not the advanced rule repository. It lacks the ability to inspect, filter, or manage specific firewall rules, so it cannot assist in diagnosing a program-specific block imposed by third-party software.
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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.
Key term
Windows Defender Firewall
Windows Defender Firewall is a built-in security feature in Microsoft Windows that monitors and controls incoming and outgoing network traffic based on predetermined security rules.
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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.