You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP. The company has a main office and a branch office.

The user reports that he cannot use Remote Desktop to connect to his computer at the main office while he is on his computer at the branch office. You discover that the user has a computer at the main office and a computer at the branch office. The user runs Internet Connection Firewall (ICF) on both computers.

You verify that Remote Desktop is enabled on the user’s computer at the main office. You run the ping command between the user’s two computers and find that they communicate with each other. You also ensure that the firewall between the main office and the branch office allows for Remote Desktop connections.

You need to ensure that the user can connect to his computer at the main office by using a Remote Desktop connection while working at the branch office.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional with Service Pack 2 (SP2). The company has a main office and a branch office. The branch office is connected to the Internet by a persistent cable modem connection. A user at the branch office reports that she cannot find the log that is generated by Windows Firewall on a computer named Client1. You discover that Client1 is configured to have Windows Firewall log all dropped packets.

You need to ensure that the user can find the log that is generated by Windows Firewall on Client1.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. The company has a main office and a branch office. The branch office has a wireless network. The Service Set Identifier (SSID) of the wireless network is named CoBranch. Data on the wireless network is protected by using static Wired Equivalent Privacy (WEP) keys.

A user travels from the main office to the branch office. The user’s portable computer has a wireless network adapter that supports the Wireless Zero Configuration service. The wireless network connection icon in the taskbar notification area indicates that the wireless adapter is connected to CoBranch with a signal strength of Excellent.
The user reports that she is unable to access her e-mail messages or connect to any Web sites on the Internet. You discover that the IP address displayed in the Wireless Network Connection Status dialog box is 169.254.66.227.

You verify that the branch office DHCP server is running and configured correctly and that other branch office users are able to connect to the wireless network, access their e-mail messages, and view Web sites on the Internet.

You need to ensure that the user is able to access her e-mail and connect to Web sites on the Internet.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional.

A user reports that she cannot connect to the Internet. You discover that the user can connect to all internal network resources, but she cannot connect to any external resources.

You discover that she can connect to external resources by IP address, but not by name. You are able to connect to internal and external resources by name from your client computer.

You need to ensure that the user can connect to internal and external resources by name.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP. A user in the company is attempting to synchronize his new cellular telephone with his portable computer. The telephone connects to the portable computer by means of infrared.
The user reports that the telephone cannot contact the computer. He states that he has installed the telephone’s software and configured it to use infrared.

You instruct the user to open the infrared application in Control Panel. The application reports that no infrared ports are available. You verify that the computer has an infrared port installed and that the infrared port is compatible with Windows XP Professional.

You need to ensure that the user can synchronize his cellular telephone with his computer.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional with Service Pack 2 (SP2) and have Microsoft Internet Explorer configured as their Web browser.

A user reports that she cannot receive files by using Windows Messenger after she installs SP2.

You need to ensure that the user can receive files by using Windows Messenger.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and are configured as DHCP clients.

A user reports that her portable computer is not able to access any Web sites now that she is in the main office. You discover that the computer was able to access all Web sites this morning while at the branch office.

You verify that the computer is properly connected to the network and that it can ping its loopback address. You discover that the computer is unable to ping any Web site by using the IP address. You need to ensure that the computer can access Web sites.

What should you do first?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP. A user in the company has a computer that connects to her Pocket PC by using a USB cable. Her computer also has a USB keyboard, a USB mouse, and a USB camera attached. All of the devices are attached to a bus-powered USB hub.

The user reports that she cannot synchronize her Microsoft Outlook contacts with her Pocket PC device. The Pocket PC ActiveSync software tells her that it cannot communicate with the device. The user states that sometimes she also has keyboard and mouse problems, such as dropped keystrokes or a frozen mouse pointer. She reports that unplugging the camera usually solves these problems.

You need to ensure that the user can use ActiveSync with her Pocket PC.

What should you do?

You are a desktop support technician for your company.

A user has a computer that runs Windows XP Home Edition. The user reports that when he uses his dial-up connection to access the Internet, he has to enter his user name and password every time he connects.

The user does not want to enter his user name and password every time he connects.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional with Service Pack 2 (SP2) and have Microsoft Internet Explorer configured as their Web browser.

A user reports that he cannot use Remote Desktop to connect his office computer to his home computer. You discover that the user??s home computer runs Windows XP Professional with SP2 and is connected to the Internet. The home computer has Windows Firewall and Remote Desktop enabled.

You need to ensure that the user can use Remote Desktop to connect his office computer to his home computer.

What should you instruct the user to do?