After installing a free game from an unofficial app store, a user's smartphone now shows "Limited internet connectivity" whether it is on corporate Wi-Fi or cellular data. Other employees' devices work normally on the same networks. The built-in ping tool reaches external IP addresses, but web pages and app updates time-out. What should the technician check FIRST to resolve the likely security issue?
Run the carrier's PRL/baseband update to refresh cellular towers.
Look for an unwanted VPN or proxy configuration profile added by the new game and disable it.
Delete and re-add the corporate Wi-Fi SSID.
Disable and re-enable the device's Bluetooth radio.
Because basic ICMP traffic still succeeds, the problem is not with the underlying radio or physical connection. Browsing and application traffic, however, is being interrupted on every network, suggesting that the traffic is being intercepted or redirected on the device itself. Malicious or unauthorized apps commonly add a VPN or proxy configuration so they can inspect traffic or inject ads. Removing or disabling that profile restores normal connectivity. Toggling Bluetooth, re-adding a Wi-Fi SSID, or running a carrier PRL update would not affect traffic flowing through a rogue VPN or proxy, so they are unlikely to correct the symptom.
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What is a VPN or proxy configuration?
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How can a rogue app use a VPN or proxy to hijack traffic?
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How do you check for and disable unwanted VPN or proxy profiles on a smartphone?