You are a desktop support technician for your company.
A home user running Windows XP Home Edition and Microsoft Internet Explorer reports that his Favorites list is frequently altered. You discover that he shares his computer with other family members.

You need to ensure that his Favorites list stays consistent when he logs on.

What should you do for each family member?

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

A user reports that he is unable to install a new Microsoft Word template to his computer by using Add or Remove Programs in Control Panel. He states that he was first prompted for a CD, and he put the CD in the CD-ROM drive. However, he then received an error message indicating that the Windows Installer package could not find the template.

You discover that the user has just installed a new hard drive in his computer.

You need to ensure that the user can install the new template.

What should you do?

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 and Microsoft Office XP.

A user reports that Microsoft Excel will no longer open on his computer. When the user attempts to open Excel, he receives an error message indicating that a required file or DLL is missing.

You need to ensure that the user can open Excel. You want to achieve this goal as quickly as possible.

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. 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 and Microsoft Office XP.

A user of a new computer reports that he cannot access any of his previously saved e-mail messages in Microsoft Outlook. The user also reports that folders previously visible are missing. You verify that the user is able to receive new e-mail messages.

You need to ensure that the user can access all of his previously saved e-mail messages.

What should you do first?

You are a desktop support technician for your company. All client computers run Windows XP Professional. Your company uses a third-party virtual private network (VPN) device that is not configured to accept IPSec VPN connections.

A user reports that every time she attempts to remotely connect to the company network, she receives the following error message.
You discover that she used the New Connection Wizard on her computer to create a VPN connection to the company network. The user then changed some of the VPN connections settings.

You need to ensure that the user can always establish a VPN connection to the company’s VPN device.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. The network consists of one Active Directory domain and one DNS server that accepts dynamic updates.

A user reports that she can no longer connect to a file server named FS04. FS04 is a Windows Server 2003 computer that is a member of the domain. You discover that the user can connect to other file servers, and she was able to connect to FS04 a few hours ago. From your client computer, you run the ping command and successfully connect to FS04 by name. Another technician informs you that FS04 failed earlier today. This technician also informs you that the server currently responding as FS04 is a replacement server that was placed online a few minutes earlier.

You need to ensure that the user can connect immediately to the replacement server named FS04.

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 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?