- A
It is a rootkit; use a rootkit removal tool from within Windows.
Why wrong: Rootkits hide deep in the OS, but this scenario describes a browser-based scareware, not a rootkit.
- B
It is ransomware; pay the fee to remove the alert.
Why wrong: This is not ransomware because files are not encrypted; it is a scam demanding payment for fake support.
- C
It is a tech support scam; boot into Safe Mode with Networking and run an anti-malware scan.
Safe Mode prevents the scam from running, and an anti-malware scan can remove the associated files and registry entries.
- D
It is a worm; disconnect the network and reinstall the operating system.
Why wrong: Worms spread across networks, but this is a standalone scam; a full OS reinstall is excessive and not the first step.
Tech Support Scam Removal: Safe Mode with Networking
This 220-1202 practice question tests your understanding of malware types and removal. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A technician is troubleshooting a Windows 10 workstation that displays a fake security alert claiming the system is infected and prompting the user to call a toll-free number. The user cannot close the alert window or open Task Manager. Which type of malware is causing this behavior, and what is the best removal approach?
Quick Answer
The answer is a tech support scam, a form of scareware that locks the user’s screen with a fake security alert and disables Task Manager to pressure a call to a fraudulent toll-free number. This is correct because the malware uses browser or desktop lock techniques to prevent normal system interaction, but booting into Safe Mode with Networking bypasses those restrictions by loading only essential drivers and services, allowing a technician to run an anti-malware scan without interference. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your ability to distinguish between ransomware, adware, and scareware, with the common trap being to attempt removal in normal mode where the malware actively blocks tools. Remember the memory tip: “Locked screen? Safe Mode’s the clean machine”—if Task Manager is blocked and a fake alert demands a call, Safe Mode with Networking is your first step to run a scanner like Malwarebytes and remove the scareware.
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
It is a tech support scam; boot into Safe Mode with Networking and run an anti-malware scan.
The fake security alert that cannot be closed and blocks Task Manager is a classic tech support scam, not actual malware that encrypts files or hides deep in the system. Booting into Safe Mode with Networking loads only essential drivers and services, bypassing the scam's persistence mechanism, and allows an anti-malware scan to remove the malicious files and registry entries.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
It is a rootkit; use a rootkit removal tool from within Windows.
Why it's wrong here
Rootkits hide deep in the OS, but this scenario describes a browser-based scareware, not a rootkit.
- ✗
It is ransomware; pay the fee to remove the alert.
Why it's wrong here
This is not ransomware because files are not encrypted; it is a scam demanding payment for fake support.
- ✓
It is a tech support scam; boot into Safe Mode with Networking and run an anti-malware scan.
Why this is correct
Safe Mode prevents the scam from running, and an anti-malware scan can remove the associated files and registry entries.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
It is a worm; disconnect the network and reinstall the operating system.
Why it's wrong here
Worms spread across networks, but this is a standalone scam; a full OS reinstall is excessive and not the first step.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Cisco often tests the distinction between ransomware (which encrypts data) and tech support scams (which only display fake alerts), leading candidates to confuse the visible popup with actual file-encrypting malware.
Trap categories for this question
Scenario analysis trap
Rootkits hide deep in the OS, but this scenario describes a browser-based scareware, not a rootkit.
Detailed technical explanation
How to think about this question
Tech support scams often disable Task Manager by setting the 'DisableTaskMgr' registry value under HKCU\Software\Microsoft\Windows\CurrentVersion\Policies\System to 1, and they may also use a full-screen browser window or a fake system process to prevent closure. Booting into Safe Mode with Networking loads only critical drivers and services, bypassing the scam's startup entries (e.g., in Run keys or scheduled tasks), and allows tools like Windows Defender Offline or Malwarebytes to scan without interference. In real-world scenarios, these scams sometimes use JavaScript or VBScript to create persistent popups that re-spawn even after being closed, requiring boot-time removal.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1202 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
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FAQ
Questions learners often ask
What does this 220-1202 question test?
Malware Types and Removal — This question tests Malware Types and Removal — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: It is a tech support scam; boot into Safe Mode with Networking and run an anti-malware scan. — The fake security alert that cannot be closed and blocks Task Manager is a classic tech support scam, not actual malware that encrypts files or hides deep in the system. Booting into Safe Mode with Networking loads only essential drivers and services, bypassing the scam's persistence mechanism, and allows an anti-malware scan to remove the malicious files and registry entries.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Last reviewed: Jul 4, 2026
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.
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