3.0 Software Troubleshooting QRS Flashcards

Question

F8/ Safe Mode - Windows 7 and 8/8.1

Answer 1

* Press F8 on boot • Advanced Boot Options • Safe Mode has Only the necessary drivers to get started * CAN Enable low-resolution (VGA Mode) to Recover from bad video driver installations * Safe Mode with Networking • Includes drivers for network connectivity * Safe Mode with Command Prompt • No Windows Explorer – quick and dirty

Answer 2

• Windows Fast Startup prevents a complete shutdown , SO F8 probably won’t work * From the Windows desktop * Hold down shift when clicking Restart • Settings / Update / Security / Recovery / Advanced startup / Restart now • System Configuration (msconfig)

Answer 3

User Profiles can become corrupted • The User Profile Service failed the logon. Sometimes a User Profile can't load. • If a profile doesn’t exist, it’s recreated, SO if you delete the corrupt user profile, then you start rebuilding process • It’s not as easy as copying a file * Backups, registry modifications * Login with domain admin * Rename the \Users\name folder * Export the user’s registry * Delete the registry entry * Restart the computer

Answer 4

* Login to the computer with Domain Administrator rights • Rename the \Users\name folder • This will save important files * Backup the user’s registry • HKLM\SOFTWARE\Microsoft\Windows NT\ CurrentVersion\ProfileList * Right-click / Export • Delete the registry entry - You have a backup :) * Restart the computer

Answer 5

* Login to the computer with the user account • The profile will be rebuilt • This will recreate the \Users\name folder * Login as Domain Administrator • Copy over any important files from the old profile * Do not copy the entire user profile over, because the user's Corrupted files might exist in the old profile

Answer 6

* Pop-ups in your browser • May look like a legitimate application * May be a malware infection • Update your browser • Use the latest version and check pop-up block feature * Scan for malware • Consider a cleaning • Rebuild from scratch or known good backup to guarantee removal

Answer 7

• Instead of your Google result, your browser goes somewhere else • This shouldn’t ever happen • Malware is the most common cause CHECK LAN SETTINGS>IE ADVANCED - REMOVE ANY PROXY SERVER, AND CHECK MSCONFIG FOR MALICIOUS NESS * Use an anti-malware/anti-virus cleaner • This is not the best option * Restore from a good known backup • The only way to guarantee removal

Answer 8

SYMPTOM: Browser security alerts • Security alerts and invalid certificates • Something isn’t quite right - Should raise your interest SOLUTION: • Look at the certificate details • Click the lock icon • May be expired or the wrong domain name • The certificate may not be properly signed (untrusted certificate authority)

Answer 9

Malware network symptoms • Slow performance, lock-up • Malware isn’t the best written code • Internet connectivity issues • Malware likes to control everything * You go where it wants you to go • You can’t protect yourself if you can’t download • OS updates failures • Malware keeps you vulnerable * Some malware uses multiple communication paths • Reload or clean • Malware cleaner or recover from known good backup

Answer 10

Malware network symptoms • Slow performance, lock-up • Malware isn’t the best written code • Internet connectivity issues * Malware likes to control everything • You go where it wants you to go • You can’t protect yourself if you can’t download • OS updates failures • Malware keeps you vulnerable * Some malware uses multiple communication paths • Reload or clean • Malware cleaner or recover from known good backup

Answer 11

System lock up • Completely stops • Check Caps Lock and Num Lock status lights * May still be able to terminate bad apps * Windows and Linux Task Manager (Ctrl-Alt-Del / Task Manager) * Mac OS X Force Quit (Command-Option-Esc) • Check logs when restarting • May have some clues about what’s happening * May be a security issue * Perform a virus/malware scan * Perform a hardware diagnostic * System issues can be a factor

Answer 12

SYMPTOM: • Application stops working • May provide an error message • May just disappear SOLUTION: • Check the Reliability Monitor • A history of application problems * Check the Event Log • Often includes useful reconnaissance * Checks for resolutions • Reinstall the application • Contact application support

Answer 13

Malware network symptoms • Slow performance, lock-up • Malware isn’t the best written code • Internet connectivity issues • Malware likes to control everything • You go where it wants you to go • You can’t protect yourself if you can’t download • OS updates failures • Malware keeps you vulnerable • Some malware uses multiple communication paths • Reload or clean • Malware cleaner or recover from known good backup

Answer 14

Virus alerts and hoaxes • Rogue antivirus • May include recognizable logos and language • May require money to “unlock” your PC • Or to “subscribe” to their service • Often requires a specific anti-malware removal utility or technique

Answer 15

Email security • Spam - Unsolicited email messages, advertisements, phishing attacks, spread viruses • Spam filters can be helpful

Answer 16

Malware OS symptoms • Renamed system files • Won’t need that anymore • Files disappearing • Or encrypted • File permission changes * Protections are modified • Access denied • Malware locks itself away • It doesn’t leave easily * Use a malware cleaner or restore from known good backup • Some malware is exceptionally difficult to remove

Answer 17

Malware OS symptoms • Renamed system files • Won’t need that anymore • Files disappearing • Or encrypted • File permission changes • Protections are modified • Access denied • Malware locks itself away • It doesn’t leave easily • Use a malware cleaner or restore from known good backup • Some malware is exceptionally difficult to remove

Answer 18

Malware OS symptoms • Renamed system files • Won’t need that anymore • Files disappearing • Or encrypted • File permission changes • Protections are modified • Access denied • Malware locks itself away • It doesn’t leave easily • Use a malware cleaner or restore from known good backup • Some malware is exceptionally difficult to remove

Answer 19

* Infected computers can become email spammers * You receive odd replies from other users * You receive bounce messages from unknown email addresses

Answer 20

• Hijacked email • Infected computers can become email spammers • You receive odd replies from other users • You receive bounce messages from unknown email addresses

Answer 21

Malware OS symptoms • Renamed system files • Won’t need that anymore * Files disappearing • Or encrypted • File permission changes * Protections are modified • Access denied * Malware locks itself away • It doesn’t leave easily * Use a malware cleaner or restore from known good backup * Some malware is exceptionally difficult to remove

Answer 22

Browser security alerts • Security alerts and invalid certificates • Something isn’t quite right - Should raise your interest * Look at the certificate details • Click the lock icon * May be expired or the wrong domain name * The certificate may not be properly signed (untrusted certificate authority)

Answer 23

System / application log errors • Many errors go undetected • The details are in the log • It may take some work to find them * Filter and research • Find security issues • Improper logins * Unexpected application use • Failed login attempts

Answer 24

1. Identify malware SYMPTOMs: * Odd error messages * Application failures, security alerts * System performance issues * Slow boot, slow applications * Research the malware * Know what you’re dealing with

Answer 25

2. Quarantine infected systems • IMMEDIATELY Disconnect THE PC from the network • Keep it contained * Isolate all removable media • Everything should be contained * Prevent the spread • Don’t transfer files, don’t try to backup • Files ARE Contaminated

Answer 26

3. Disable System Restore • Restore points make it easy to rewind • Malware infects restore points • Disable System Protection • No reason to save an infected config • Delete all restore points • Remove all infection locations

Answer 27

4a. Remediate: Update anti-virus AND 4b. Remediate: Scan and remove

Answer 28

Update anti-virus • both Signature and engine updates * The engine • The guts of the machine * Signature updates • A very, very tiny shelf life * Automatic vs. manual • Manual updates are almost pointless * Your malware may prevent the update process • Copy from another computer

Answer 29

Safe mode • Loads the bare minimum operating system • Just enough to get the OS running • may prevent the bad stuff from running * Pre-installation environment (WinPE) • Recovery Console, bootable CD/DVDs/USBs • Build your own from the Windows * Assessment and Deployment Kit (ADK) • May require the repair of boot records and sectors * Delete and rebuild * Microsoft, Symantec, McAfee • Malwarebytes Anti-Malware - Malware-specific

Answer 30

* Built into the antivirus software • Automated signature updates and scans * Task scheduler • Run any task * Operating system updates • Make sure its enabled and working

Answer 31

6. Enable System Protection • Now you’re clean - Put things as they were • Create a restore point - Start populating again

Answer 32

* One on one - Personal training * Posters and signs - High visibility * Message board posting - The real kind * Login message - These become invisible * Intranet page - Always available

Answer 33

Dim display • Difficult to see the details, even in low light * Check the brightness setting * iOS: Settings / Display and brightness * Android: Settings / Display / Brightness level * Replace the bad display - backlight issue

Answer 34

Wireless connectivity * Intermittent connectivity * Move closer to access point * Try a different access point

Answer 35

* No wireless connectivity * Check/Enable WiFi, check security key configuration * Hard reset can restart wireless subsystem turn off Airplane mode

Answer 36

* Check/Enable Bluetooth * Check/Pair Bluetooth component * Hard reset to restart Bluetooth subsystem

Answer 37

Cannot broadcast to monitor • Broadcast to a TV • Apple TV, Xbox, Playstation, Chromecast, etc. * Check app requirements • Every broadcast device is different * All devices must be on the same wireless network • Can’t mix your private and guest network • Signal strength is important • Between phone and television AND • Between television and the Internet

Answer 38

SYMPTOM: • Touchscreen completely black or touchscreen not responding to input SOLUTION: close all open apps, reboot the phone. May have to hard reset the device May have to remove the screen protector, until it can be ruled out as a problem, Restart the device and recalibrate the screen if necessary.

Answer 39

App issues • Apps not loading, slow app performance * Restart the phone - Hold power button, power off • Stop the app and restart * iPhone: Double-tap home button, slide app up * Android: Settings/Apps, select app, Force stop • Update the app - Get the latest version

Answer 40

* Apps not loading, slow app performance • Restart the phone - Hold power button, power off • Stop the app and restart * iPhone: Double-tap home button, slide app up * Android: Settings/Apps, select app, Force stop • Update the app - Get the latest version . ARE You being throttled?

Answer 41

Unable to decrypt email • Built-in to corporate email systems – Outlook • Each user has a private key * You can’t decrypt without the key * Install individual private keys on every mobile device * Use a Mobile Device Manager (MDM)

Answer 42

Short battery life • Bad reception - Always searching for signal • Disable unnecessary features • 802.11 wireless, Bluetooth, GPS • Check application battery usage • iPhone: Settings/General/Usage • Android: Settings/Battery • Aging battery - There’s only so many recharges

Answer 43

Overheating • Phone will automatically shut down to avoid damage • Charging/discharging the battery, CPU usage, display light • Check app usage - Some apps can use a lot of CPU • Avoid direct sunlight - Quickly overheats

Answer 44

Frozen system • Nothing works - No screen or button response • Soft reset - Hold power down and turn off • Hard reset • iOS: Hold power and home button for 10 seconds • Android: Combinations of power, home, and volume • Ongoing problems may require a factory reset

Answer 45

No sound from speakers • No sound from a particular app • Check volume settings - Both app and phone settings • Bad software / delete and reload • Try headphones • Sound starts but then stops • Dueling apps / keep app in foreground • No speaker sound from any app (no alarm, no music, no audio) • Load latest software • Factory reset

Answer 46

Inaccurate touch screen response • Screen responds incorrectly or is unresponsive • Close apps - Low memory can cause resource contention • Perform a soft reset, unless a hard reset is required • May require a hardware fix • Replace the digitizer / reseat cables

Answer 47

System lockout • Too many incorrect unlock attempts • iOS: Erases the phone after 10 failed attempts • Android: Locks or wipes the phone after failed attempts

Answer 48

App log errors • Most log information is hidden • You’ll need developer tools to view it • A wealth of information • If you can decipher it • This might take a bit of research • Viewing logs • iOS - Xcode • Android – Logcat

Answer 49

Apple iOS restart • Hold power button, slide to power off, press power button • Hold down power button and Home button for 10 seconds

Answer 50

• Android device restart • Remove battery, put back in, power on • Hold down power and volume down until restart • Some phones have different key combinations

Answer 51

Signal drop / weak signal • Drops and weak signals prevent traffic flows • Make sure you’re connecting to a trusted WiFi network • Use a VPN if you’re not • Never trust a public WiFi Hotspot • Tether with your own device • Run a speed test • Cell tower analyzer and test

Answer 52

Power drain • Power drains faster than normal • Heavy application use • Increased network activity • High resource utilization • Check application before install • Use an App scanner • Force stop running apps • Run anti-malware • Check for malicious activity • Perform a clean install • Factory reset, reinstall apps

Answer 53

• Unusual network activity • Unintended WiFi connections • Data transmission over limit • Check your network connection • Run a WiFi analyzer • Are you on a trusted WiFi network? • Check network speed • Run speed check / cell tower analyzer • Examine running apps for unusual activity • Large file transfers, constant activity

Answer 54

SYMPTOM: Accidently connect to the wrong WiFi connection TO FIX: Remove TO FIX: disable scan for malware

Answer 55

SYMPTOM: Unintended Bluetooth pairing • Connect with a device that isn’t yours • This is bad! ``` TO FIX: • Remove the Bluetooth device • You would have to re-pair to access again • Disable Bluetooth radio • No Bluetooth communication at all • Run an anti-malware scan • Make sure there are no malicious apps ```

Answer 56

SYMPTOM: Leaked information • Unauthorized account access • Unauthorized root access • Leaked personal files and data TO FIX: • Determine cause of data breach • Perform an app scan, run anti-malware scan * Factory reset and clean install • This is obviously a huge issue * Check online data sources • Apple iTunes/iCloud/Apple Configurator, Google Sync, Microsoft OneDrive

Answer 57

SYMPTOM: Slow data speeds • may be throttled by phone provider

Answer 58

SYMPTOM: • Unauthorized account access • Unauthorized root access • Leaked personal files and data TO FIX: * Determine cause of data breach * Perform an app scan, run anti-malware scan * Factory reset and clean install * This is obviously a huge issue!!! * Check online data sources • Apple iTunes/iCloud/Apple Configurator, Google Sync, Microsoft OneDrive

Answer 59

SYMPTOM: Unauthorized location tracking • Real-time tracking information and historical tracking details • This should be as protected as your other data TO FIX: • Run an anti-malware scan • Malicious apps can capture many data points * Check apps with an offline app scanner * Get some insight into what’s running * Perform a factory reset * Restore from a known-good backup

Answer 60

SYMPTOM: Unauthorized camera / microphone use • Third-party app captures intimate information • Ethical and legal issues TO FIX: • Run an anti-malware scan • Try to identify the source of the breach • Confirm that loaded apps are legitimate * Check with a third-party scanner * Factory refresh • Completely reset and start from the beginning

Answer 61

SYMPTOM: • Power drains faster than normal • Heavy application use • Increased network activity • High resource utilization TO FIX: • Check applications before install • Use an App scanner • Force stop running apps • Run anti-malware • Check for malicious activity • Perform a clean install • Factory reset, reinstall apps