You are a desktop support technician for your company.

A user calls to ask you to take control of her computer by using Remote Assistance. She sends you an e-mail request for remote assistance by using Remote Assistance. You attempt to connect to her computer, but you cannot make the connection.

What are possible causes of the problem? (Choose all that apply.)

You are a desktop support technician for your company. The network consists of an Active Directory domain that contains a DNS server. All servers run Windows Server 2003, and all client computers run Windows XP Professional.
A user reports that his client computer is not able to connect to any network resources and is not able to authenticate to the Active Directory domain. The computer was able to connect yesterday. No other users are reporting a problem today.

You examine the computer’s physical connection to the network. You verify that the connection is correct and that the computer’s network adapter displays a link light. The computer is configured to use the following IP configuration:

.IP address: 192.168.0.102
.Subnet mask: 255.255.255.0
.Default gateway: 192.168.0.1

You confirm that this configuration is valid on the network.

You need to troubleshoot the problem.

What should you do?

You are a desktop support technician for your company. The company has a volume licensing agreement to install Windows XP Professional.

You travel to a branch office to repair a failed hard disk on a computer running Windows XP Professional. You do not bring a Windows XP Professional CD-ROM with you. You purchase a retail copy of Windows XP Professional, and you insert the CD-ROM to start the installation. During Setup, you are prompted for the product key.

You need to complete the setup of Windows XP Professional.

What should you do?

You are a desktop support technician for your company. You are assisting a customer with the installation of Windows XP Home Edition on a portable computer that is not connected to the Internet.

The customer starts the installation process by using a retail version of Windows XP Home Edition. During the installation, you are prompted to activate Windows XP Home Edition.

You need to complete the installation process and activate Windows XP Home Edition on the computer.

What should you do?

You are a desktop support technician for your company. All client computers were upgraded from Windows NT Workstation 4.0 to Windows XP Professional.
An administrator configures a shortcut for an application named App2. Then, the administrator configures the shortcut so that App2 will run in compatibility mode. However, users report that the display for App2 becomes garbled, or their computers do not display the application window correctly. This problem does not occur when users run other applications.

You need to reconfigure each computer so that App2 displays correctly.

What should you do on each computer?

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

Users in the marketing department take their portable computers to a conference room for a weekly meeting. Because these meetings can last a long time, the users need a simple method to manually place their computers in a low-power state. They also need their computers to start as quickly as possible.

You need to configure the computers to meet these requirements.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. Each client computer has a CD-RW drive.
A user reports that she selected multiple files to be written to the CD-RW drive by using the Send To command on the files. Now, she needs to remove one of those files, so that it is not written to the CD.

You need to ensure that the file is not written to the CD.

What should you instruct the user do?

You are a desktop support technician for your company. All client computers were upgraded from Windows 2000 Professional to Windows XP Professional.

Two months later, a virus corrupts the operating system on one of the client computers. An administrator reformats the hard disk on the client computer and installs Windows XP Professional.

After the installation, the user reports that he cannot access his USB hard disk. The user says that he was able to access the USB hard disk during the two months after the operating system was upgraded. You discover that the manufacturer of the hard disk does not currently offer a driver for Windows XP Professional.

You need to enable the user to access his hard disk.

What should you do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. Each client computer is configured to support a USB mouse.
A user reports that he installed a new driver for his mouse, but now the mouse does not work.

You need to ensure that the mouse works again as soon as possible.

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 cannot use his USB digital camera. He was able to use the camera before he installed a USB scanner and a USB hard disk drive. The scanner and the hard disk drive both work, but a yellow exclamation mark in Device Manager indicates that the camera has a conflict. The user restarted the computer and still has the same issue.

You need to ensure that the user can use his USB digital camera.

What should you instruct the user to do?