Software Troubleshooting Flashcards
This means that there is a critical error. The troubleshooting steps for this symptom are:
-Make note of the stop code
-Use System Restore
-Roll back drivers or updates
-Remove recently added hardware/software
-Check hardware components/cables
-Run hardware diagnostics, CHKDSK, and malware scan
-Check for overheating conditions
BSOD (Blue Screen of Death)
This symptom means that there is a boot drive issue; unable to locate a bootable device. The troubleshooting steps for this are:
-Enter BIOS and verify drive is recognized
-Check boot order
-Ensure no USB or other removable media is installed
-Verify physical drive connections
-Run disk diagnostic tools (e.g., CHKDSK)
-Use OS loader repair tools (e.g.,bootrec)
-Replace drive and reimage if necessary
No OS Found
Symptoms are simple glitches, to BOOTMGR is missing, to trouble booting altogether. Try to:
-go to startup tab in task manager and disable startup items one by one, rebooting after each change
-load the system into safe mode to run boot logging
-run start up repair
-may need to check BIOS setting
-consider reimaging
Boot problems
Hardware issues, overheating, or malware. Try to do the following:
-Check system event logs
-Ensure proper cooling
-Ensure stable power supply
-Scan for malware
-Repair Windows
-Reimage
Frequent Shutdowns and System Instability
May be due to high CPU usage, limited RAM, or software issues. To troubleshoot:
-Reboot
-Check Task Manager for resource utilization
-Stop or restart high-usage processes
-Reboot to clear temporary files and reset memory
-Add resources (e.g., increase RAM)
-Uninstall unnecessary applications
-Run SFC to repair system files
Sluggish performance
Symptoms include a memory leak or excessive resource consumption. Troubleshoot by:
-Reboot system to clear memory
-Monitor background processes in Task Manager
-Uninstall, reinstall, or update problematic applications
-Add physical memory (RAM) if needed
-Increase virtual memory for additional capacity
Low Memory Warnings
A condition where a program continuously allocates memory without releasing it, causing reduced system performance or crashes over time as available memory is exhausted.
Memory Leak
When there are conflicts or limitations in the system’s ability to allocate resources to connected USB devices; may arise from too many USB devices competing for limited resources, outdated drivers, hardware limitations, or using an unpowered USB hub. Troubleshoot by:
-Reboot to reset resource allocation
-Use Device Manager to check for errors or warnings
-Update USB drivers
-Verify hardware meets requirements
-Reduce number of connected devices
-Use a powered USB hub if needed
-Add a separate USB controller card
USB Controller Resource Warnings
When this happens, troubleshooting steps are to:
-Open Services utility and restart the affected service
-Roll back recent updates
-Ensure the service has sufficient privileges
-Repair Windows if services continue to fail
Services Not Starting
When this happens, it often indicates software conflicts, corrupted files or compatibility issues. To troubleshoot:
-Check for recent patches or updates
-Roll back updates one at a time
-Uninstall and reinstall the application
Applications Crashing
To troubleshoot this:
-Review and disable unnecessary startup items
-Rebuild the Windows profile
Slow Profile Load
When the system clock falls out of sync with the real time. To troubleshoot this:
-Check network connectivity
-Reboot and check date/time settings
-Verify time zone is correct
Time Drift
Troubleshoot this issue by:
-Checking the network cable connection
-Examine firewall settings
-Verify IP configurations
-Verify network drivers
Unable to access the network
To troubleshoot this:
-Clear the update cache
-verify network connection
-Run a malware scan
-Ensure updates are not being blocked by malware
OS Update Failures
Often a sign of malware. To troubleshoot:
-Run a comprehensive malware scan
-Do not engage with ransomware demands
-restore files from secure backups
Altered System or personal files
To troubleshoot:
-Determine if the alert is normal or suspicious
-Always err to the side of caution
Desktop Alerts
Digital junkmail, often caused by adware or malicious software. To troubleshoot this:
-Run a full antivirus scan
-Use anti-adware tools
Unwanted Notifications within the OS
Scams designed to trick users into thinking their system is infected. Troubleshoot this by:
-determining if the alert is normal or suspicious
-Always err on the side of caution
-Run a full antivirus scan
-Educate other users
False alerts regarding antivirus protection
Likely due to adware or browser hijacker. To troubleshoot:
-Run a full antivirus scan
-Remove malicious browser extensions or programs
-Be careful what you click
Random/Frequent Pop-ups
Warnings appear due to out of date certificates, misconfigured websites, or out of sync system clock. Troubleshoot this by:
-Navigating away from the site
-Exit the browser
-Check system date and time settings
Certificate Warnings
When your browser unexpectedly takes you to another URL. Troubleshoot this by:
-Verifying the URL in the address bar
-Examine the “hosts” file for unauthorized entries
Redirection
functions as a local directory for your computer; a plain text file that maps domain names to IP addresses
Host File
To safeguard from this:
-check the host file often,
-restrict permissions, and
-ensure users understand its role in system security.
unauthorized changes to the host file
First step of the best practice procedures for malware removal
Investigate and verify malware symptoms
Second step of the best practice procedures for malware removal
Quarantine the infected systems
Third step of the best practice procedures for malware removal
Disable System Restore in Windows
Fourth step of the best practice procedures for malware removal
Remediate infected symptoms
Fifth step of the best practice procedures for malware removal
Schedule scans and run updates
Sixth step of the best practice procedures for malware removal
Enable System Restore and create a restore point in Windows
Seventh and last step of the best practice procedures for malware removal
Educate the end user
Identify and research symptoms of malware infection—check error messages, performance issues, security software alerts, or user reports.
Identify and Research Malware Symptoms
Disconnect the infected system from the network (wired or wireless) to prevent the malware from spreading to other devices.
Quarantine the Infected System
Disable features like System Restore (in Windows) to avoid reinfection and prevent malware from hiding in restore points.
Disable System Restore (if applicable)
Use anti-malware tools to scan and remove the infection. Perform scans in Safe Mode or recovery environment if needed.
Remediate the Infected System
Update the operating system and all antivirus/antimalware definitions. Patch any software vulnerabilities exploited by the malware.
Schedule Scans and Run Updates
Reconnect the system to the network and confirm it’s functioning normally. Monitor for recurring issues or missed infections.
Enable System Restore and Reconnect to Network
Educate the user on how the malware likely got in—phishing, unsafe downloads, etc.—and provide tips to avoid future infections.
Educate the End User
Symptom: App doesn’t open when selected.
🛠️ Try:
- Restart the app or device
- Check for OS/app updates
- Clear app cache (Android) or offload app (iOS)
- Reinstall the app
Application Fails to Launch
Symptom: App crashes or won’t close.
🛠️ Try:
- Force close the app
-Clear the application cache/storage
- Check for updates to fix known bugs
- Restart device
- Reinstall the app
-Perform a factory reset if multiple apps are crashing
Application Fails to Close / Crashes
Symptom: App fails to update.
🛠️ Try:
- Check and/or free up storage space
- Restart device and try again
-Uninstall and reinstall the app
Application Fails to Update
Symptom: Device or app responds slowly.
🛠️ Try:
- Close unused backup apps
- Clear cache/data
- Restart device
- Check for background processes or malware
-Check for overheating
-Check for low battery charge
-Perform a factory reset
Slow to Respond
Symptom: OS won’t update.
🛠️ Try:
- Free up storage space
-Check device compatibility with the new OS version
- Charge battery or plug in device
-Reboot the device
-Perform factory reset
OS Fails to Update
Symptom: Battery drains too fast.
🛠️ Try:
- Lower screen brightness
- Disable background app refresh
- Check for battery usage by apps
- Shorten screen timeout
-Replace the battery
Battery Life Issues
Symptom: Device randomly reboots.
🛠️ Try:
-Check for overheating
-Check for low battery charge
-Replace the battery
-Check for hardware issues
-Perform a factory reset
Randomly Reboots
Symptom: Bluetooth won’t connect.
🛠️ Try:
- Toggle Bluetooth off/on
- Forget and re-pair the device
- Restart device
- Check if device is in pairing mode
Bluetooth Connectivity Issues
Symptom: Wi-Fi won’t connect or drops connection.
🛠️ Try:
- Restart Wi-Fi or router
- Forget and reconnect to the network
- Check for software updates
- Reset network settings
Wi-Fi Connectivity Issues
Symptom: NFC features like tap-to-pay not working.
🛠️ Try:
- Ensure NFC is enabled
- Restart device
- Remove phone case if it’s interfering
- Reposition device closer to reader
NFC Connectivity Issues
Symptom: AirDrop not working.
🛠️ Try:
- Ensure both Wi-Fi and Bluetooth are enabled
- Set AirDrop visibility to “Everyone” or “Contacts Only”
- Restart devices
- Move devices closer together
AirDrop Connectivity Issues
Symptom: Screen won’t rotate.
🛠️ Try:
- Turn off rotation lock
- Restart device
- Check with different app (some apps lock orientation)
- Test accelerometer with a diagnostic app
Screen Does Not Autorotate
Security risk from installing apps outside official app stores; may bypass safety checks and expose device to malware.
Android Package (APK) Source
A setting used for app testing and debugging that may expose the device to security risks if left enabled.
Developer Mode
Gaining elevated access to the OS, which removes security restrictions but increases vulnerability to malware.
Root Access / Jailbreak
Unauthorized or unofficial apps that may contain malware or be used for app spoofing or phishing.
Bootleg / Malicious Application
When a malicious app mimics a legitimate one to trick users into installing it or revealing sensitive information.
Application Spoofing
Symptom: Unusual spikes in data transmission may suggest background malware activity or spyware.
High Network Traffic
Symptom: Phone or apps respond slowly, possibly due to malware, bloatware, or excessive background tasks.
Sluggish Response Time
Symptom: Device notifies that the monthly mobile data cap is near or exceeded, possibly due to hidden background activity.
Data-Usage Limit Notification
Symptom: Device connects to Wi-Fi or mobile network but can only access certain sites or services.
Limited Internet Connectivity
Symptom: Device cannot access the internet at all, potentially due to malware or misconfigured settings.
No Internet Connectivity
Symptom: Excessive pop-up ads could signal adware infection or malicious apps.
High Number of Ads
Symptom: Scareware tactics used to prompt the user to install rogue security apps or reveal information.
Fake Security Warnings
Symptom: Apps behave unpredictably, crash often, or change functions, often due to corruption or compromise.
Unexpected Application Behavior
Symptom: Photos, documents, or private data appear online or are accessed without permission.
Leaked Personal Files / Data
Symptom: Unusual spikes in data transmission.
🛠️ Try:
- Check app data usage
-Identify suspicious apps
- Disable background data
- Scan with antivirus/anti-malware
- Uninstall unknown or suspicious apps
-Restrict data usage by application
High Network Traffic
Symptom: Phone or apps respond slowly.
🛠️ Try:
-Review running apps and processes
–Uninstall suspicious apps
-Update OS and apps
- Restart device
- Check for malware or bloatware
-Perform a factory reset
Sluggish Response Time
Symptom: Warning that mobile data cap is near/exceeded.
🛠️ Try:
- Review data usage per app
- Restrict background data usage
- Uninstall high-usage malicious apps
-Update OS and apps
-Run a security scan
-Perform a factory reset
Data-Usage Limit Notification
Symptom: Limited access to websites/services.
🛠️ Try:
-Restart device and router
-Review network settings
-Update OS and apps
- Scan for malware affecting connectivity
-Switch to a trusted DNS server
-Perform a factory reset
Limited Internet Connectivity
Symptom: Device can’t access the internet at all.
🛠️ Try:
- Restart device and router
- Check airplane mode and network settings
- Reset network settings
- Look for malware or bad apps blocking access
No Internet Connectivity
Symptom: Frequent and intrusive pop-up ads.
🛠️ Try:
- Identify and uninstall adware-infected apps
- Use a trusted ad-blocker
- Run anti-malware scan
- Reset browser settings
High Number of Ads
Symptom: Fake alerts pushing rogue security apps.
🛠️ Try:
- Don’t click on suspicious pop-ups
- Uninstall suspicious apps
- Scan with trusted security tools
- Perform a factory reset
- Educate user on scareware tactics
Fake Security Warnings
Symptom: Apps crashing or acting unpredictably.
🛠️ Try:
- Close the app
- Uninstall suspicious apps
- Restart device
- Check for OS updates
- Scan for malware
- Perform a factory reset
Unexpected Application Behavior
Symptom: Personal files/data accessed or leaked.
🛠️ Try:
- Change account passwords
- Enable encryption and biometrics
- Review account activity
- Run security scan
- Revoke app permissions
- Update OS and apps
- Wipe and restore device if necessary
Leaked Personal Files / Data
A user’s application crashes at launch. What’s the first troubleshooting step? (Set 617)
A) Reboot the system
B) Reinstall Windows
C) Check for updates
D) Replace the hard drive
Answer: C) Check for updates
What is a common cause for slow application performance? (Set 944)
A) Low disk space
B) Overheating CPU
C) Bad monitor
D) High refresh rate
Answer: A) Low disk space
Which tool shows CPU and memory usage in real-time? (Set 375)
A) Services
B) Performance Monitor
C) Task Manager
D) System Configuration
Answer: C) Task Manager
Which command repairs system file corruption in Windows? (Set 184)
A) ipconfig
B) chkdsk
C) sfc /scannow
D) netstat
Answer: C) sfc /scannow
Which utility allows booting into Safe Mode in Windows? (Set 870)
A) msconfig
B) regedit
C) cmd
D) dxdiag
Answer: A) msconfig
Put the steps in order to troubleshoot a crashing app:
1) Check for updates
2) Restart app
3) Run as administrator
4) Reinstall if needed
- Restart app
- Check for updates
- Run as administrator
- Reinstall if needed
Put the steps in order to troubleshoot a slow PC:
1) Check Task Manager
2) Free up disk space
3) Disable startup apps
4) Scan for malware
- Check Task Manager
- Disable startup apps
- Free up disk space
- Scan for malware
Arrange the steps to troubleshoot app update failure:
1) Check internet
2) Verify storage space
3) Restart device
4) Try manual update
- Check internet
- Verify storage space
- Restart device
- Try manual update
Put the Android app troubleshooting steps in order:
1) Clear app cache
2) Force stop
3) Update app
4) Reinstall
- Force stop
- Clear app cache
- Update app
- Reinstall
Put the steps to fix Wi-Fi connectivity issues in order:
1) Toggle airplane mode
2) Reboot device
3) Forget and reconnect to network
4) Reset network settings
- Toggle airplane mode
- Reboot device
- Forget and reconnect to network
- Reset network settings
