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QRS A+ Core 2 > 3.0 Software Troubleshooting QRS > Flashcards

3.0 Software Troubleshooting QRS Flashcards

1
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Slow System performance

A

TO FIX: 1st check Task Manager for high CPU utilization and I/O

Check if Windows Updated? Patch if needed/update patches and drivers.

CK hdd Diskspace/available space and if needed defrag

**Laptops may be using power-saving mode which Throttles the CPU

SCAN for Anti-virus and anti-malware

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2
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms

- Limited connectivity

A

SYMPTOM: See error message “ The connection has limited or no connectivity. You might be unable to access the Internet or some network resources. “

  • Local issues • Wireless signal, disconnected cable
  • PING your default gateway and external IP
  • Check IP address configuration • Reboot
  • External issues • Wireless router rebooted/turned off
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3
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Failure to boot

A

SYMPTOM:

Boot errors • Can’t find operating system • OS missing

• Boot loader replaced or changed

FIX: Check if multiple OS’s are installed? • Check boot drives • Remove any media

  • Do Startup Repair
  • Recovery Console: bootrec /rebuildbcd
  • Modify the Windows Boot Configuration Database (BCD)
  • Formerly boot.ini
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4
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- No OS found

A

SYMPTOM: • error message “Missing NTLDR” • The main Windows boot loader is missing •

• Missing operating system • Boots to Safe Mode • or Windows is not starting normally

FIX: • Run Startup Repair Run Startup Repair or replace manually and reboot

  • Boot Configuration Data (BCD) may be incorrect
  • Run Startup Repair or manually configure BCD store
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5
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Application crashes

A
  • Application stops working • May provide an error message • May just disappear
  • Check the Reliability Monitor • A history of application problems
  • Check the Event Log • Often includes useful info
  • Checks for resolutions
  • Reinstall the application /repair install • Contact application’s support phone line
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6
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Blue screens

A

SYMPTOM:

Bluescreens and spontaneous shutdowns • Startup and shutdown BSOD • Bad hardware, bad drivers, bad application

FIX:
• Use Last Known Good, System Restore, or Rollback Driver

  • Try Safe mode • Reseat or remove the hardware • If possible
  • Run hardware diagnostics • Provided by the manufacturer • BIOS may have hardware diagnostics
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7
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Black screens

A

SYMPTOMS:

Black screen • No login dialog, no desktop • Driver corruption, OS file corruption •

to FIX:
Start in VGA mode • F8 for startup options

  • Run SFC - System File Checker • Run from recovery console
  • or Update driver in Safe Mode • Download from known good source
  • Repair/Refresh or recover from backup
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8
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Printing issues

A

SYMPTOM: Test the printer • Print or scan a test page • Built into Windows • Not the application •

SOLUTION: Use diagnostic tools • Web-based utilities • Built into the printer
• Vendor specific • Download from the web site • Generic • Available in LiveCD form

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9
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Services fail to start

A

Starting the system • Device not starting • Check Device Manager and Event Viewer • Often a bad driver • Remove or replace driver

  • “One or more services failed to start” • Bad/incorrect driver, bad hardware • Try starting manually
  • Check account permissions • Confirm service dependencies
  • Windows service; check system files
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10
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Slow bootup

A

SYMPTOM: Slow boot • Boot process hangs or takes longer than normal • No activity, no drive lights

SOLUTION: • Manage the startup apps • Control what loads during the boot process • GO TO Task Manager > Startup tab • Startup impact, Right-click / Disable

• Disable everything • Load them back one at a time

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11
Q
  1. 1 Given a scenario, troubleshoot Windows OS Symptoms…

- Slow profile load

A

SYMPTOM: Slow profile load • Roaming user profile • Your desktop follows you to any computer • Changes are synchronized • Can cause Network latency to the domain controller

• Slows login script transfers • Slow to apply computer and user policies

SOLUTION: • May require many hundreds (or thousands) of LDAP queries • Client workstation picks a remote domain controller instead of local DC

• Problems with local infrastructure, Win admin may have to address via escalation

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12
Q
  1. 1 Given a scenario, troubleshoot Windows OS: SOLUTIONS

- Defragment the hard drive

A
  • Moves file fragments so they are contiguous • Sharing a common border • Improves read and write time • Only applicable to spinning hard drives (not SSD’s)
  • • GUI version in the drive properties, Command line: defrag

Weekly schedule with OS> Control Panel / Administrative Tools / Task Scheduler

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13
Q
  • Reboot
A
  • Have you tried turning it off and on again? • There’s a reason it works • Bug in your router software
  • Reboot the router
  • Application is using too many resources • Stops the app
  • Memory leak slowly consumes all available RAM
  • Clears the RAM and starts again
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14
Q
  • Kill tasks
A

Kill tasks • Instead of rebooting, find the problem • And kill it

•GO TO: Task Manager - Processes tab • Sort by resource

  • CPU, memory, disk, network • Right-click to end task

• Trial and error

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15
Q
  • Restart services
A
  • View status in Task Manager • Services tab • Right-click to start, stop, or restart
  • Services • Applications that run in the background
  • No user interaction • Similar issues as a normal process
  • Resource utilization • Memory leaks • Crashes
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16
Q
  • Update network settings
A

Update network settings • One configuration mismatch CAN cause significant network slowdowns

  • Speed • Duplex • Most auto negotiations work fine • Until they don’t
  • the Driver may not show the negotiated value
  • Filter through the Event Viewer • THE NETWORK CARD SPEED/DUPLEX MUST MATCH the switch
  • Both sides should be identical
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17
Q
  • Reimage/reload OS???
A

Windows is big • And complex • Spend time trying to find the needle???

• Or simply build a new haystack • Many organizations have prebuilt images

lol, is FASTER TO FIX some ISSUEs BY REIMAGING THE PC.

• Windows includes a reset option • Settings / Update>Security /?Recovery

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18
Q
  • Roll back updates
A
  • Device Drivers • These can break Windows • Roll back from the • Windows start menu (F8)
  • Restore points • Rewind to an earlier point in time
  • Time travel without erasing your work • Application updates
  • Restore points are created automatically each time an app is installed

Can manually create in OS as well.

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19
Q
  • Roll back devices drivers
A

• Device Drivers • These can break Windows • Roll back from the • Windows start menu (F8)

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20
Q
  • Apply updates
A
  • Windows Update • Centralized OS and driver updates • Lots of flexibility • Change active hours
  • Manage metered connections
  • Applications must be patched
  • Security issues don’t stop at the OS • Download from the publisher
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21
Q
  • Repair application
A
  • Application issues • Problems with the application files or configurations
  • Each application has its own repair process • Fix missing files • Replace corrupted files
  • Fix application shortcuts • Repair registry entries • Update or reconfigure drivers
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22
Q
  • Update boot order
A
  • The BIOS determines which physical device will be used during boot • And in which order • Each BIOS is a bit different
  • Update boot order • Try to boot from a USB drive •

The configuration is in there somewhere • It’s an easy one to miss

• Usually the first thing to check

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23
Q
  • Disable Windows services/applications
A

• Manage startup processes • Task Manager, Control Panel / Administrative Tools / Services

Disable startup services / apps • It’s difficult to tell what application might be a problem child • Much of the underlying OS operations are hidden from view

  • Trial and error • Disable all startup apps and services • Or disable one at a time
  • This might take quite a few restarts
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24
Q
  • Where do I Disable startup services / apps ?
A
  • Task Manager, Control Panel / Administrative Tools / Services
  • Manage startup processes • Task Manager, Control Panel / Administrative Tools / Services -Can be hard to tell which application is the problem child.
  • Much of the underlying OS operations are hidden from view
  • Trial and error • Disable all startup apps and services
  • Or disable one at a time and restart to see if that fixed the issue

May take quite a few restarts

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25
Q

F8/ Safe Mode - Windows 7 and 8/8.1

A
  • 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
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26
Q

Safe Mode - Windows 10

A

• 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)

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27
Q
  • Rebuild Windows profiles
A

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
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28
Q

Deleting corrupt Windows profiles

A
  • 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
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29
Q

3.1 Given a scenario, troubleshoot Windows OS: SOLUTIONS

Reconstructing Windows profiles

A
  • 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
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30
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Pop-ups
A
  • 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
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31
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Browser redirection
A

• 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
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32
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Browser Security alerts
A

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)

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33
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Slow performance
A

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
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34
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Internet connectivity issues
A

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
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35
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - PC/OS lockup
A

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
36
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Application crash
A

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
37
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - OS updates failures
A

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

38
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Rogue antivirus
A

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

39
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Spam
A

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

40
Q
  • Renamed system files
A

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
41
Q
  • Disappearing files
A

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

42
Q
  • File permission changes
A

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

43
Q
  • Hijacked email- Responses from users regarding email
A
  • Infected computers can become email spammers
  • You receive odd replies from other users
  • You receive bounce messages from unknown email addresses
44
Q

Hijacked email - Automated replies from unknown sent email

A

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

45
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Access denied
A

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
46
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - Invalid certificate (trusted root CA)
A

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)
47
Q
  1. 2 Given a scenario, troubleshoot and resolve PC security issues.
    - System/application log errors
A

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
48
Q
  1. 3 Given a scenario, use best practice procedures for malware removal.
  2. Identify and research malware symptoms.
A
  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
49
Q
  1. Quarantine the infected systems.
A
  1. 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
50
Q
  1. Disable System Restore (in Windows).
A
  1. 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
51
Q
  1. Remediate/CLEAN the infected systems.
A

4a. Remediate: Update anti-virus

AND 4b. Remediate: Scan and remove

52
Q

4a. Remediate

a. Update the anti-malware software.

A

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
53
Q

4b. Remediate: USE Scan and use removal techniques

 (safe mode, pre-installation environment).
A

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
54
Q
  1. Schedule scans and run updates.
A
  • Built into the antivirus software • Automated signature updates and scans
  • Task scheduler • Run any task
  • Operating system updates • Make sure its enabled and working
55
Q
  1. Enable System Restore and create a restore point (in Windows).
A
  1. Enable System Protection • Now you’re clean - Put things as they were • Create a restore point - Start populating again
56
Q
  1. Educate the end user.
A
  • 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
57
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Dim display
A

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
58
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Intermittent wireless
A

Wireless connectivity

  • Intermittent connectivity
  • Move closer to access point
  • Try a different access point
59
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - No wireless connectivity
A
  • No wireless connectivity
  • Check/Enable WiFi, check security key configuration
  • Hard reset can restart wireless subsystem

turn off Airplane mode

60
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - No Bluetooth connectivity
A
  • Check/Enable Bluetooth
  • Check/Pair Bluetooth component
  • Hard reset to restart Bluetooth subsystem
61
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Cannot broadcast to external monitor
A

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

62
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Touchscreen non-responsive
A

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.

63
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Apps not loading
A

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
64
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Slow performance
A
  • 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?
65
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Unable to decrypt email
A

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)
66
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Extremely short battery life
A

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

67
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Overheating
A

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

68
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Frozen system
A

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

69
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - No sound from speakers
A

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

70
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - Inaccurate touch screen response
A

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

71
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - System lockout
A

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

72
Q
  1. 4 Given a scenario, troubleshoot mobile OS and application issues. COMMON SYMPTOM:
    - App log errors
A

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

73
Q

HOW TO RESTART Apple iOS device?

A

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

74
Q

HOW TO RESTART Android device?

A

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

75
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Signal drop/weak signal
A

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

76
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Power drain
A

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

77
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Slow data speeds
A

• 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

78
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Unintended WiFi connection
A

SYMPTOM: Accidently connect to the wrong WiFi connection

TO FIX:

Remove TO FIX:

disable scan for malware

79
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Unintended Bluetooth pairing
A

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
80
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Leaked personal files/data
A

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
81
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Data transmission over limit
A

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

82
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Unauthorized account access
A

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
83
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Unauthorized location tracking
A

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
84
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - Unauthorized camera/ microphone activation
A

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
85
Q
  1. 5 Given a scenario, troubleshoot mobile OS and application security issues. COMMON SYMPTOM:
    - High resource utilization
A

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

QRS A+ Core 2 (24 decks)

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