You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Outlook Express. Users access their e-mail accounts from work and from home.

A new user reports that the e-mail messages she reads from home are not on the server when she accesses her e-mail account from the office.

You need to ensure that all messages stay on the server until the user deletes them, regardless of whether she reads them from home or at the office.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office 2003.

A user reports that he wants to share the C:DocumentsSales folder on his computer with other specific network users. The user states that he wants only members of the domain Sales group to be able to read or modify the files. No other users should have access to the files.

You need to ensure that the user can share the files appropriately.

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 network consists of a Windows 2000 Active Directory domain.
A department manager reports that some of the files on drive D on her computer were deleted and other data was modified.

You need to track when unauthorized users attempt to modify or delete data from drive D on the manager’s computer.

What should you do first?

You are a desktop support technician for your company. All client computers run Windows XP Professional. All users use Microsoft Internet Explorer as their Web browser.

A user in the company frequently accesses the Fabrikam, Inc., Web site. The user reports that pop-up advertisements always appear when she views the Web site at www.fabrikam.com.

You need to ensure that pop-up advertisements do not appear when the user connects to www.fabrikam.com. Your solution must ensure that any changes do not affect the appearance of other Web sites.

What should you instruct the user to do in Internet Options in Control Panel?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP. The company uses a Microsoft Exchange Server 2003 computer for all messaging.
A user reports that Microsoft Outlook is not working properly on her new computer. Outlook did work properly on her old computer. The user states that she can send and receive e-mail normally, but she is unable to access her Calendar, Tasks, Journal, or Contacts. The icons for these features are available, but none of her data appears in Outlook.

The user connects to her mailbox by using Outlook Web Access and verifies that her Calendar, Tasks, Journal, and Contacts are available.

You need to ensure that all features of Outlook function on the user’s new computer.

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 receives a computer that had been previously used by another user. The new user has not saved any documents or other personal information on the computer.

The new user reports that Office is configured with the former user’s toolbar customizations, spelling and grammar settings, and other preferences.

You need to reset Office to its default settings on the user’s computer as quickly as possible.

What should you do?

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

A user in your company wants to install Microsoft Office XP Professional on her new computer. She runs Office setup. However, the setup fails and rolls back the installation.

You need to re-run Office setup on the user’s computer and observe the installation process.

What should you do?

You are a desktop support technician for your company. All client computers
run Windows XP Professional. All users use Microsoft Internet Explorer as their Web browser.

A user reports that whenever she types http://www.contoso.com into the Address bar, she receives the following error message: “Your security settings prohibit ActiveX Controls on this page.”

You confirm that access to www.contoso.com is not blocked by the company firewall.

You need to ensure that the user can access www.contoso.com without receiving an error message.

What should you instruct the user to do in Internet Options in Control Panel?

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

One of the client computers is used by multiple users and has a new application that must be available to all users of the computer.

One user of this computer reports that he does not have access to App1, nor can he run the executable for App1 located in the program files. You discover that only the user who installed App1 can run it.

You need to ensure that each user that logs on to the client computer can run App1.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and run Microsoft Outlook Express as the default e-mail client.
A user reports that he is not immediately receiving all of his e-mail messages. The user states that when he clicks the Send and Receive All button, he then receives the e-mail messages. He also states that when he restarts Outlook Express, he receives e-mail messages.

You need to ensure that the user receives his new e-mail messages more quickly.

What should you do?