A customer calls the help desk to report a computer that has become infected. While speaking with the technician, there is an audible siren coming from the computer. The browser window is flashing red, stating the computer is infected, and then the computer becomes unresponsive. A technician is dispatched to determine a solution. After a reboot and a virus scan, the technician is unable to find any issues, When the customer opens the browser, the homepage redirects to the same page, and the same issue occurs. Which of the following should be the NEXT step to resolve the issue?