CompTIA Software Troubleshooting Practice Test — Questions and Answers
Question 1: A user's Windows PC is running very slowly. After opening Task Manager, the technician sees 95% CPU usage by a process called 'svchost.exe.' What is the best next step?
- Use Task Manager or Process Explorer to identify which service svchost.exe is hosting (Correct answer)
- Immediately delete svchost.exe as it is malware
- Reinstall Windows without further investigation
- Disable all Windows services to reduce CPU usage
Correct answer: Use Task Manager or Process Explorer to identify which service svchost.exe is hosting
svchost.exe is a legitimate Windows host process for services, but high CPU usage can indicate malware or a problematic Windows service. The best next step is to right-click the process in Task Manager and select 'Go to Services' or use Process Explorer to identify which specific service is causing high CPU usage before taking action.
Question 2: A user receives a 'Windows is not genuine' message. Which tool should a technician use to verify Windows activation status?
- Settings > System > Activation or 'slmgr.vbs /dlv' in command prompt (Correct answer)
- Device Manager
- Windows Defender
- Disk Management
Correct answer: Settings > System > Activation or 'slmgr.vbs /dlv' in command prompt
The Windows Activation troubleshooter and the 'slmgr.vbs /dlv' command-line tool display detailed licensing and activation information. In Settings > System > Activation, the current activation status is shown. This allows the technician to determine whether reactivation is needed or if there is a license key issue.
Question 3: A technician suspects a Windows system file is corrupted. Which command should be run to scan and repair system files?
- sfc /scannow (Correct answer)
- chkdsk /f
- ipconfig /release
- netstat -an
Correct answer: sfc /scannow
SFC /scannow (System File Checker) scans all protected Windows system files and replaces corrupted or missing files with correct versions from a cache. It must be run from an elevated (Administrator) Command Prompt. If SFC cannot fix issues, DISM /online /cleanup-image /restorehealth can repair the component store.
Question 4: Which Windows feature allows you to revert the OS to a previous working state without affecting personal files?
- System Restore (Correct answer)
- Startup Repair
- Reset This PC (Remove Everything)
- Windows RE (Recovery Environment)
Correct answer: System Restore
System Restore reverts Windows system files, registry settings, and installed programs to a previous restore point without deleting personal files (documents, photos, etc.). It does NOT protect against malware that infected personal files. System Restore points are created automatically before major updates and can be created manually.
Question 5: A Windows application crashes with an error immediately after launching. What is the FIRST troubleshooting step?
- Check Event Viewer logs for the specific error code and faulting module (Correct answer)
- Immediately reinstall the application
- Restart the computer and try again without investigation
- Uninstall all recently installed programs
Correct answer: Check Event Viewer logs for the specific error code and faulting module
Checking Event Viewer (System and Application logs) should be the first step — it logs application crashes with error codes, faulting modules, and exception codes that identify the root cause. This is more efficient than reinstalling the application without understanding why it crashed.
Question 6: A user reports that their web browser redirects to unexpected websites and shows pop-up ads. What type of infection is most likely?
- Adware or browser hijacker (PUP/malware) (Correct answer)
- Ransomware
- Rootkit
- Logic bomb
Correct answer: Adware or browser hijacker (PUP/malware)
Browser redirects and unwanted pop-up ads are classic symptoms of adware or a browser hijacker — a type of potentially unwanted program (PUP) or malware that modifies browser settings, homepage, and search engine. Removal involves scanning with anti-malware tools, checking browser extensions, and resetting browser settings.
CompTIA Software Troubleshooting Practice Test
A user's Windows PC is running very slowly.
After opening Task Manager, the technician sees 95% CPU usage by a process called 'svchost.exe.' What is the best next step?