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

A user reports that his Microsoft Excel spreadsheet is not working properly. You discover that he receives a message stating that his security settings prevent him from running macros when he opens the Excel file.

You need to ensure that the user can open the Excel file and run the macros.

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 are part of a domain.

A user reports that his computer performs more slowly than usual. You display the processes in Windows Task Manager. You discover that the CPU usage is 99 percent. In addition, you notice that Msblast.exe is running as a service.

You need to optimize the performance of 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 made some changes in Internet Explorer. As a result, she is being prompted to either allow cookies or block cookies for almost every Web site she visits.

You need to ensure that the user can visit Web sites without being prompted to allow or block cookies.

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. 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 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.

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 with Service Pack 2 (SP2).

A user reports that when she connects to the company??s external Web site, she periodically receives reminders to update her in-house software. The company reminds the users by using a small window that opens when the Web site loads.

The user does not see any update reminders for two weeks, but the company has three confirmed updates.

The user needs to see these update reminders when she connects to the company??s external Web site.

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?

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

A user reports that when she scrolls through a Microsoft Word document that contains graphics, the graphics display becomes corrupted.

You need to ensure that the graphics do not appear corrupted when the user scrolls through Word documents.

What should you do first?