"Resolving Unresponsiveness and Antivirus Pop-up Issue"
Question
Every time a user manually runs an antivirus scan, the workstation becomes unresponsive, and the user has to reboot.
A technician is dispatched and sees an antivirus pop-up in the system tray, indicating the computer is severely damaged, and a "click here' button to resolve it.
There is a timer in the pop-up, counting down the time until the computer is no longer usable.
Which of the following should the technician do NEXT?
Answers
Explanations
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The technician should not click on the pop-up window or follow any instructions provided by it. This pop-up is most likely a fake antivirus or scareware, which is designed to trick users into downloading or paying for a fake antivirus solution, or to infect the computer with malware.
The fact that the computer becomes unresponsive during manual antivirus scans suggests that there may be a legitimate antivirus program installed on the computer. However, this program may be outdated, corrupted, or conflicting with other software or malware.
Therefore, the technician should first confirm the status of the antivirus software installed on the computer. They should check the list of installed programs or open the antivirus program to see if it is up-to-date and running.
If the antivirus program is not working correctly or has been compromised, the technician should remove it using a reputable malware removal tool or by following the manufacturer's instructions.
If the technician suspects that the computer has been infected with malware, they should perform a thorough scan using a reputable antivirus program, either by booting into a rescue disk or by using an offline scanner.
Sending an email to all staff members warning them of malware on their system is not a recommended course of action, as it may cause panic and confusion. Instead, the technician should isolate the affected computer from the network by disconnecting the Ethernet cable and disabling Wi-Fi, to prevent further spread of the infection.
Finally, the technician should advise the user to avoid clicking on any suspicious pop-ups or links and to update their antivirus software regularly to protect against future malware infections.
