Question

A user calls the help desk with issues consistent with a malware infection, although the user received no alert. The technician confirms that there was no malware alert. The following options would be an appropriate next step?

a. Scan the system using different antivirus software.
b. Update the antivirus software.
c. Both a and b
d. Reinstall the operating system.

Answer 1

To address potential malware issues without an alert, one should first update their antivirus software to the latest virus definitions, and then scan the system with different antivirus software as a precaution.

Step-by-step explanation:

If a user is experiencing issues consistent with a malware infection but no alert has been received, the appropriate next steps would include both: a) scanning the system using different antivirus software, and b) updating the antivirus software. This is because the current antivirus program might have missed the infection or its signature database could be outdated. Firstly, update the antivirus software to ensure it has the latest virus definitions, which can resolve many issues related to detection. If the issue persists, performing a scan with different antivirus software can help identify malware that the current solution may not be equipped to detect. If neither of these steps resolves the issue, then additional troubleshooting, up to and including a reinstallation of the operating system, may be necessary, though that would typically be a last resort.