You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP.
A user reports that Office applications display an animated character when he accesses Help. The user wants Office to permanently stop displaying the Help character.

You need to help the user configure Office so that the character is no longer displayed.

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 Microsoft Office XP.

A user reports that at times his taskbar is not visible. No other users report any problems with their taskbar.

You need to ensure that the taskbar is visible at all times on the user’s 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. All users use Microsoft Internet Explorer as their Web browser

A user reports that she is unable to change the address of her home page in Internet Explorer. You discover that the Address field in the user’s Internet Options in Control Panel is unavailable and prevents the home page address from being changed.

What is the most likely cause of the problem?

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 when she tries to purchase an airline ticket online, she receives the following error message: “Cannot load the page, please contact your system administrator.”

You discover that she can access other sites without receiving the error message.

What is the most likely cause of the error?

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 he cannot connect to the Internet while at the office. You discover that whenever he opens Internet Explorer while at the office, the Dial-up Connection dialog box appears. The Dial-up Connection dialog box is configured to connect to the dial-up account that he uses to connect to the Internet from home. He created a dial-up Internet connection and configured Internet Explorer to
connect to his ISP.

You need to ensure that the user can connect to the Internet at the office and at home when opening Internet Explorer.

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. You configure one dial-up connection on a user’s portable computer. You test the dial-up connection and verify that it successfully establishes a connection to the Internet.

One day later, the user reports that the modem on his portable computer will not dial. You verify that the user is using Microsoft Internet Explorer to connect to the Internet.

You need to ensure that Internet Explorer on the user’s computer automatically establishes a connection to the Internet.

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 with Service Pack 2 (SP2).

A user in the company uses computers that run Windows XP Professional both at the office and at home. The office computer is connected to the company network. The company network is connected to the Internet by a T1 line. The home computer uses a static IP address and connects to the Internet by using a persistent cable modem connection.
The user wants to use a Remote Desktop connection from his office computer to control his home computer. You verify that the company??s Internet firewall permits Remote Desktop connection traffic. You instruct the user to enable Remote Desktop on his home computer. However, the user cannot make a connection by using Remote Desktop.

You need to ensure that the user can make a Remote Desktop connection from his office computer to his home computer and still ensure security against incoming threats.

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 have an antivirus application installed.

A user reports that she received an e-mail message from the company’s IT department stating that she needs to apply the most current Windows security patches to her computer. The user works from home and has a broadband connection to the Internet.

You need to ensure that the user applies the most current Windows security patches to her computer. You instruct the user to log on to her computer as an administrator.

What else should you instruct the user to do?

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. The Exchange server is configured to accept POP3, IMAP4, and SMTP connections from remote users. The server is configured to allow SMTP relaying from authenticated users only.

A user reports that he has just received a new portable computer. The user states that he can receive e-mail by using POP3, but he cannot send e-mail. You confirm that the user can make SMTP connections to the Exchange server. You also confirm that Outlook is configured to have the proper SMTP server address.

You need to ensure that the user can use Outlook to send e-mail from his new 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 and run Microsoft Outlook Express as the default e-mail client.

You deliver the user name and password required for POP3 access to each user. You instruct each user
to configure Outlook Express with his or her user name and password.

One user reports that he must provide his credentials each time he starts Outlook Express. You discover that all other users are immediately allowed into Outlook Express without providing credentials.

What is the most likely cause of the problem?