damaged cables, 8–4
damaged files. See recovering files
data. See connectivity; Excel
databases
domains, 1–9
problem resolution, 2–18
dates
Excel formulas, 7–22
language settings, 3–22 to 3–23
regional settings, 3–22 to 3–23
websites, previously viewed, 5–7
default
dictionaries, 6–43
embedding, 7–12
folder options, 3–30
gateway statistics, 8–34
Help and Support Center, 2–10
HTML editors, 5–37
ICMP settings, 10–13
Internet Explorer search options, 5–36
Internet security settings, 5–41
language settings, 3–24 to 3–25
news client, 4–25
newsreaders, 4–25 to 4–26
Office menu and toolbar commands, 6–25
Outlook panes and toolbars, 4–41
privacy settings, 5–26 to 5–28
programs to open files, 3–34 to 3–35
restoring, 3–29
search options, 5–37
security zone settings, 5–38 to 5–40
toolbar states, 6–29
user groups, 9–14 to 9–16
Web page text, 5–2 to 5–4
Word interface items, 7–3 to 7–4
Word menu settings, 7–16
Default Tray option, 6–32
defragmentation, 2–29, 3–44 to 3–45
delayed menu appearances, Office, 6–25
Deleted Items folder
emptying on exit, 4–31
emptying with Mailbox Cleanup, 4–33
lost e–mails, recovering, 7–42, 7–50
size, 4–33
deleting
backup files, 6–16
cookies, 5–25
e–mail after time period, 4–8
e–mail on exit, 4–31
files manually, 5–20 to 5–22
installation files, 6–16
at Internet Explorer exit, 5–22
Internet Explorer toolbars, 5–32 to 5–33
Office toolbars, 6–24
personal information, 6–34
shared files, 9–10
temporary files, 6–16
temporary Internet files, 5–19 to 5–22
unread e–mail, 4–33
Word components, 7–5 to 7–7
denying permissions, 9–8 to 9–9, 9–13
desktop support roles
corporate environments
domains, 1–9 to 1–11
entry–level jobs, 1–12
network types, 1–8 to 1–11
overview, 1–8
tier structure, 1–11
workgroups, 1–8
DSTs
expert users, leveraging, 1–4
overview, 1–3
traits, 1–5
user experience levels, 1–3
user past experiences, 1–5
noncorporate environments, 1–16 to 1–19
overview, 1–1 to 1–2
desktop support technicians (DSTs)
call resolution
documenting service calls, 2–18
implementing solutions, 2–16 to 2–18
overview, 2–1
personal knowledge bases, 2–18
procedures, 2–7 to 2–8
questions to ask, 2–2 to 2–6
reproducing problems, 2–4
researching, 2–9 to 2–16
solutions, determining, 2–7
task prioritization, 2–17
user education, 2–24 to 2–32
corporate environments, 1–8 to 1–15
expert users, leveraging, 1–4
noncorporate environments, 1–16 to 1–19
overview, 1–3
skills, 1–5
terminology, users, 3–8
user experience levels, 1–3
user past experiences, 1–5
Desktop toolbars, 3–12
destination files, embedding and linking, 7–11
Destination Unreachable message, 10–15
Device Manager, 8–4 to 8–6, 12–6
devices. See also connectivity; hardware; individual device types
connection types
overview, 12–2
ports, 12–2 to 12–8
wireless access points, 12–5
connectivity, checking, 8–3, 8–6
driver updates, 10–5
functionality, checking, 8–4 to 8–6
handheld
overview, 12–10
PDAs, 12–10
smart displays, 12–11
software installations, 12–12
Tablet PCs, 12–11
troubleshooting, 12–12
labs, 12–15
locating installed, 8–4
newsgroups, 2–16
overview, 12–1
DHCP (Dynamic Host Configuration Protocol), 8–24 to 8–25, 16–11
dialers, e–mail settings, 4–7
dialing problems, 8–10 to 8–13
dial–up connections, 16–11
dictionaries
adding words, 6–43
e–mail, 4–46
digital assistants, 12–10
digital cameras, ports, 12–4 to 12–5
digital organizers, 12–10
disabling
AutoComplete, 5–35
frequently used programs, 3–14
ports, 12–8
program status, 3–6
script debugging, 5–37
disconnection problems, 8–10 to 8–12
Disk Administrator, 11–9
Disk Cleanup, 2–28, 5–19
Disk Compression, 5–20
Disk Defragmenter, 2–29, 3–44 to 3–45
Disk Management, 11–9
disks
partitions, 11–8 to 11–9
space, 5–20, 5–23, 6–5, 6–19
viewing, 3–43
Display As Icon, 7–12
display settings
Office requirements, 6–5
Web pages, 5–42
displaying
All Programs list, 3–14
auditing policies, 9–30
connectivity information, 8–35
connectivity statistics, 8–34
file system types, 3–43
Group Policy settings, 9–38
ICF log files, 10–11
ICMP options, 10–14
leftover messages, 3–11
PowerPoint presentations, 7–35
Simple File Sharing status, 9–3
source code, 5–37
Web page readability, 5–2 to 5–4
DNS (Domain Name System), 8–40 to 8–42
.doc files, 3–33
documenting service calls, 2–18
documents. See files
domain controllers
described, 1–9, 8–19
multiple domains, 1–11
domains
connections, 8–19 to 8–26
described, 8–19
disabling, 8–20
e–mail safe senders list, 4–36
enabling, 8–20
Group Policy settings, 9–37
local security settings, 9–24, 9–27, 9–30
log on verifications, 8–22
membership changes, 8–22
multiple, 1–11
Network Troubleshooter, 8–23
overview, 1–9 to 1–11
permissions, 9–5, 9–7, 9–14
shared computers, 11–3
when to use, 1–10
dotted lines, taskbar handles, 3–8
download complete notifications, 5–38
Downloaded Program Files folder, 5–19 to 5–20
downloads
e–mail images, 4–47
Microsoft Baseline Security Analyzer, 10–27 to 10–28
newsgroup messages, 7–42
preventing, 5–41
problems, researching, 2–14
website updates, 10–2 to 10–8
virus attacks, 10–23
Draft Output option, 6–32
drag and drop
All Programs list items, 3–14
notification area, 3–4
Office menu commands, 6–27
Office toolbar positions, 6–26
Quick Launch icons, 3–10
taskbars, 3–11
Drawing toolbar, 6–24
Drawings option, 6–31
drivers
ports, 12–6
troubleshooting, 3–42
updates, 10–5
DSL modems, 8–12 to 8–14
DSTs (desktop support technicians)
call resolution
determining solutions, 2–7
documenting service calls, 2–18
implementing solutions, 2–16 to 2–18
overview, 2–1
personal knowledge bases, 2–18
procedures, 2–7 to 2–8
questions to ask, 2–2 to 2–6
reproducing problems, 2–4
researching solutions, 2–9 to 2–16
task prioritization, 2–17
user education, 2–24 to 2–32
corporate environments, 1–8 to 1–15
expert users, leveraging, 1–4
noncorporate environments, 1–16 to 1–19
overview, 1–3
skills, 1–5
terminology, users, 3–8
user experience levels, 1–3
user past experiences, 1–5
dual–boot computers. See multiple boot computers
duplicates, e–mail importing, 4–12
Dynamic Host Configuration Protocol (DHCP), 8– 24 to 8–25