220-1102 Software Troubleshooting Practice Question
A user reports that their web browser is repeatedly opening pop-up advertisements on every website visited. The technician has run a full antivirus scan which found no threats. Which of the following should the technician try NEXT?
⚠ Common exam trap
The trap is assuming antivirus will catch all browser-based threats; candidates may choose ad-blocking or notification disabling as quick fixes, but the exam expects the systematic step of resetting the browser to remove persistent adware.
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
✓
Reset the browser settings to their defaults
When a browser is repeatedly opening pop-up ads on every website and antivirus scans find no threats, the most likely cause is a malicious browser extension, hijacked settings, or persistent adware integrated into the browser profile. Resetting the browser to default settings removes extensions, clears cookies and cache, and restores homepage and search engine settings, effectively eliminating the unwanted behavior. This is a standard next step after antivirus fails to detect the issue.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Disable browser notifications for suspicious websites
Why it's wrong here
Disabling browser notifications for suspicious websites only stops the push-notification permission prompts and the resulting notification spam. It does nothing to address the underlying malicious browser extension that is actively injecting pop-up advertisements into the web page DOM or opening new tabs. Furthermore, browser notifications use the Notifications API, which is entirely separate from the scripted pop-ups and redirects caused by an infected extension, so this action leaves the root cause fully intact.
- ✗
Install a reputable ad-blocking extension
Why it's wrong here
While a reputable ad-blocking extension may temporarily suppress the visual pop-ups, it treats the symptom rather than the cause. The already-installed malicious extension operates with full browser privileges and can often circumvent ad-blockers by using techniques like DOM manipulation, service workers, or extension override mechanisms. Moreover, the ad-blocker does not remove the spyware-like extension that may be tracking browsing history, hijacking search results, or installing other unwanted components, so the underlying infection remains active and can resurface.
- ✓
Reset the browser settings to their defaults
Why this is correct
Resetting the browser settings to their defaults is the correct action because it disables and removes all installed extensions, restores the default search engine, clears the homepage and new-tab page overrides, and resets permissions like notifications, location, and camera. It also clears temporary caches and some types of corrupted preferences that malicious code may have modified, effectively severing the pop-up injection chain. This provides a clean, known-good baseline that eliminates the hostile extension and any persistent browser hijackers in one operation, making it the appropriate first step in malware remediation.
- ✗
Change the browser homepage to a blank page
Why it's wrong here
Changing the homepage to a blank page only affects the URL that loads when the browser is first opened, so it does not stop pop-ups that appear during ordinary browsing sessions. The pop-ups are generated by a malicious extension that runs on every page load and injects ad frames or opens new tabs, regardless of the configured homepage. Since the homepage setting is independent of the extension's behavior, this change has no impact on the underlying infection and provides a false sense of remediation.
Go deeper
Related to this question
Learn chapter
Browser Security Settings and Add-ons
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.
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.
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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 220-1102 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.