Index_U

U

unauthorized access. See security

unauthorized use

license agreements, 6–5, 6–13

product activations, 6–14

unavailable connections, 8–13

unknown files, opening, 3–36 to 3–37

unlock code problems, 6–19

unlocking

toolbars, 5–33

taskbars, 3–8

user accounts, 9–27

unnecessary Navigation pane items, 4–40

unneeded Word components, 7–5 to 7–7

unpinning Start menu items, 3–15

unread e–mail, locating, 4–33

unresponsive

fragmentation, 3–44

taskbars, 3–11

unsatisfactory cookies, 5–24

unsigned ActiveX controls, 5–41

unsubscribing newsgroups, 4–29

unused applications, 3–7, 5–20

unwanted messages, blocking, 4–27

updating computers

drivers, 10–5

firewalls

Internet Connection Firewall, 10–9 to 10–20

Internet Control Message Protocol, 10–13 to 10–15

logging, 10–11 to 10–13

overview, 10–9

service traffic, 10–15 to 10–17

small offices, 10–10 to 10–11

troubleshooting, 10–18

labs, 10–31

Microsoft Baseline Security Analyzer, 10–27 to 10–30

Office updates, 6–17 to 6–18, 7–51, 10–6

overview, 10–1

researching solutions, 2–9 to 2–16

virus attacks, 10–21 to 10–26

Windows XP updates, 10–2 to 10–8

Upgrade installation option, 6–14

upper left corner, Start menu pinning, 3–15

URLs. See websites

USB ports, 12–4

user accounts

adding, 11–6

domains, 8–22

multiuser computers, 11–2 to 11–7

policies, 9–24 to 9–32

switching between, 11–4

types, 11–2 to 11–3

workgroups, 1–8

User Configuration options, 9–35

user education

benefits, 2–24 to 2–26

cautioning, 2–28

examples, 2–25

interest levels, gauging, 2–24

maintenance tasks, 2–28 to 2–30

online help and support, 2–26 to 2–28

overview, 2–24

researching themselves, 2–26 to 2–28

troubleshooting wizards, 2–27 to 2–28

when not to explain, 2–26

user experience levels, 1–3

user groups, built–in, 9–14 to 9–16

user information, e–mail, 4–39

user interface problems

Outlook, 4–40 to 4–41

Word, 7–3 to 7–7

user names, e–mail accounts, 4–6

user past experiences with support, 1–5

user permissions. See permissions

user preferences

customization, 15–1

Explorer bar options, 5–9

home pages, 5–10

Internet Explorer button icons, 5–4

network connectivity, 16–1

personal information, sending, 5–5

related sites, 5–8 to 5–9

security, 17–1

toolbars, 5–10 to 5–12

usability, 14–1

Web page languages, 5–5 to 5–6

Web page readability, 5–2 to 5–4

website content restrictions, 5–12 to 5–13

websites, previously viewed, 5–7

user profiles, locating, 9–5

user rights assignment options, 9–30, 9–32

user support call resolution

overview, 2–1

questions to ask, 2–2 to 2–6

reproducing problems, 2–4

solutions

implementing, 2–16 to 2–18

overview, 2–7

procedures, 2–7 to 2–8

researching, 2–9 to 2–16

user education, 2–24 to 2–32

user support roles

corporate environments, 1–8 to 1–14

desktop support technicians

expert users, leveraging, 1–4

overview, 1–3

skills, 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

Users group, 9–16