220-1102 Software Troubleshooting Practice Question
A user reports that Microsoft Edge displays 'This page is having a problem loading' for all websites. Other users on the same network can browse without issues. The technician has already cleared the browser cache and reset Edge settings to default. Which of the following should the technician try NEXT?
⚠ Common exam trap
It's easy for candidates to assume a browser-specific issue must be fixed within the browser (cache, reset, reinstall), overlooking the system-level DNS override in the hosts file that affects all browsers and persists across resets.
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
✓
Check the Windows hosts file for redirect entries
The hosts file is a local DNS resolution override that can map domain names to arbitrary IP addresses. If a malicious or misconfigured entry redirects common websites to an unreachable or incorrect IP, Edge will fail to load pages even though the network and browser settings are otherwise fine. This explains why the issue persists after clearing cache and resetting Edge, and why other users on the same network are unaffected.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Reinstall Microsoft Edge
Why it's wrong here
Reinstalling Microsoft Edge replaces the browser's program files and user profile, but it does not alter system-wide configuration mechanisms like the hosts file or WinHTTP proxy settings. Malware often persists by editing these system files, so the redirect that causes the error will survive a reinstall. This approach is slower than inspecting the hosts file and may not even purge all persisted browser state if the uninstall is incomplete.
- ✓
Check the Windows hosts file for redirect entries
Why this is correct
The Windows hosts file, located at C:\Windows\System32\drivers\etc\hosts, is a local DNS override that takes precedence over queries sent to a DNS server. Malware commonly inserts entries that map legitimate domains like microsoft.com to 127.0.0.1 or another unwanted IP, generating the exact 'page is having a problem loading' error in Edge. Inspecting this file for unexpected lines is a quick, targeted step that directly addresses the root cause of a browser-specific redirection.
- ✗
Run the Windows Network Troubleshooter
Why it's wrong here
The Windows Network Troubleshooter evaluates general connectivity, network adapter settings, and DNS resolution from the system's perspective. Because other users on the same network can browse the internet successfully, the underlying network stack is almost certainly healthy, and the troubleshooter will likely report 'no problems found.' It does not examine the hosts file or per-browser proxy configurations, so it cannot detect the malware-induced redirect that only affects Microsoft Edge.
- ✗
Disable the Windows Firewall temporarily
Why it's wrong here
Windows Firewall applies filtering rules at the network layer and normally affects all applications equally unless a specific rule targets Edge. Since other browsers and applications can access the internet, a firewall misconfiguration would be an inconsistent explanation for an Edge-only failure. Temporarily disabling the firewall is a blunt, unnecessary security risk and does not investigate the hosts file or proxy settings, which are the more plausible causes of this browser-specific symptom.
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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.