You are a desktop support technician for your company. All client computers run Windows XP Professional and are joined to an Active Directory domain.

A user reports that after returning from lunch he is not able to log on to his computer. When he attempts to log on, he receives the following error message: “The system could not log you on. Make sure your User name and domain are correct, then type your password again. Letters in passwords must be typed using the correct case.”

The user confirms that he is using the same user name and password that he used when he logged on successfully in the morning and was able to access resources on the network. You reset the user’s
password. When he attempts to log on by using the new password, he receives the same error message. You confirm that other users are able to log on to their computers and that the CAPS LOCK key is not enabled on the user’s keyboard.

You need to ensure that the user can log on to his computer by using his user credentials.

What should you instruct the user to do before logging on to his computer?

You are a desktop support technician for your company. A user uses a printer that is attached locally to her computer. The user reports that the printer is not working. When she opens the print queue, she sees that the first print job has the following status: “Deleting – Error.” Other print jobs are waiting behind that first job. She states that the print queue has not changed for an hour. You need to ensure that the user’s printer works properly. You need to achieve this goal without requiring the user to reprint the other print jobs that are waiting in the queue.

What should you do?

You are a desktop support technician for your company. A user in the sales department frequently accesses files in a shared folder named SalesDocs on a server named Server7. The user reports that he accidentally deleted a file from the SalesDocs folder.

You need to recover the file.

What should you do?

You are a desktop support technician for your company. A user has a printer attached locally to her Windows XP Professional client computer.

The user reports that the printer is not working properly. When she prints a one-page Word document, the printer produces several pages, each with one line of random characters. The user states that the printer is new, and that she installed a printer driver from the manufacturer’s Web site.

You need to ensure that the user’s printer works properly.

What should you do?

You are a desktop support technician for your company. The network consists of an Active Directory domain. All client computers run Windows XP Professional.

A user wants to configure the screen resolution of her monitor. The user reports that when she attempts to open Display in Control Panel, she receives the following error message: “Your system administrator disabled the Display control panel.”

You verify that the user is entitled to have the permission to change her display settings. You also verify that there are no domain settings that prevent access to Display in Control Panel.

You need to ensure that the user can open Display in Control Panel to configure any display settings.

What should you do on the user’s computer?

You are a desktop support technician for your company. A user’s client computer was upgraded from Windows 98 to Windows XP Professional.

The user reports that after the upgrade, it takes longer for windows, menus, submenus, and other user interface features to open. She wants them to open faster.

You need to ensure that windows and menus open faster.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. Each client computer has a Pentium III 933-MHz processor, 256 MB of RAM, and a 40-GB hard disk.

A user reports that about two hours after turning on his computer and running several applications, the computer and applications are very slow to respond and he receives the following message. This message appears each day two hours after starting his computer and running several applications.

You need to find out the most likely cause of this message.

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 are joined to an Active Directory domain.

A user reports that after returning from lunch he is not able to log on to his computer. When he attempts to log on, he receives the following error message: “The system could not log you on. Make sure your User name and domain are correct, then type your password again. Letters in passwords must be typed using the correct case.”

The user confirms that he is using the same user name and password that he used when he logged on successfully in the morning and was able to access resources on the network. You reset the user’s
password. When he attempts to log on by using the new password, he receives the same error message. You confirm that other users are able to log on to their computers and that the CAPS LOCK key is not enabled on the user’s keyboard.

You need to ensure that the user can log on to his computer by using his user credentials.

What should you instruct the user to do before logging on to his computer?

You are a desktop support technician for your company. Bob is a user in the sales department and uses a Windows XP Professional client computer. The computer contains a shared folder named Docs. Docs contains several Microsoft Word documents that are accessed by other users in the company. The company requires Bob to be responsible for security on the files in the Docs folder.

Currently, Bob assigns NTFS permissions to each file, listing the users who are allowed to access each file. However, Bob reports that the list of authorized users changes frequently. He wants to make the files available to all users in the sales department.

You need to ensure that Bob can make the files available to users in the sales department. You also need to minimize the number of future permissions configuration changes that Bob performs.

What should you do?

You are a desktop support technician for your company. A user attempted to copy an encrypted file from her Windows XP Professional client computer to a folder on the network. The folder is located on a Windows Server 2003 file server.

The user reports that, after she copied the file, the copied file is not encrypted. Instead, the file is compressed.
You need to ensure that the user’s file is encrypted on the file server.

What should you do?