Troubleshooting should include the following symptoms and tools:

Troubleshooting should also follow best practice procedures for malware removal:

  1. Identify malware symptoms.
  2. Quarantine infected system.
  3. Disable system restore (in Windows).
  4. Remediate infected systems.
    a. Update anti-malware software.
    b. Scan and removal techniques (safe mode, pre-installation environment)
  5. Schedule scans and run updates.
  6. Enable system restore and create restore point (in Windows).
  7. Educate end user.

Process/Skill Questions: