Questions and Answers


Lesson 1 Review

Page 2-5

1.

Questions asked of clients often trigger quick solutions to basic problems. Match the question on the right to the solution it triggered on the left.

1. Who is affected by this problem?

a) The user states that he recently deleted all temporary files and cookies from his computer, explaining why he is no longer able to automatically sign in to websites he visits.

2. When was the first time you noticed the problem? Was it after a new installation of software or hardware?

b) John cannot send or receive messages using Microsoft Outlook. It is determined that the problem is related only to his configuration of Outlook because other users who log on to the same computer under a different account can use Outlook to send and receive e-mail without any problem.

3. Has the user recently deleted any files or performed any maintenance?

c) The keyboard keys are sticky because coffee was spilled on the keyboard.

4. How did this problem occur?

d) The user states that the first time the computer acted strangely was after he installed a new screen saver.

1-b is correct. because only one person is affected by this problem, the who question produces a solution to the problem. john s configuration of outlook must need attention. 2-d is correct because asking when produces the information needed to solve the problem. the problem occurred after the user installed a screen saver. 3-a is correct because asking what has been deleted recently produces the cause of the problem. the user recently deleted cookies and temporary files. 4-c is correct because the question how produces the simple answer to why the keys are sticky.

2.

You work for an ISP and receive a call from a client stating that he has not been able to retrieve his e-mail all morning. You check the network servers, and everything is working on your end. Which of the following questions could you ask the user that would most likely yield results in this situation? Pick three.

  1. When was the last time you installed new hardware?

  2. How long have you been a subscriber with us?

  3. Have you recently installed or switched over to a new e-mail client?

  4. Have you opened any suspicious attachments?

  5. When did you last clean up the computer with Disk Cleanup?

b, c, and d are correct. b is correct because a new subscriber will likely have problems with the configuration of the new e-mail account or will have made typographical errors. c is correct because switching to a new e-mail client can cause compatibility issues. d is correct because opening a suspicious attachment might have unleashed a virus. a is incorrect because it is unlikely that a new hardware installation would create a sudden problem retrieving e-mail. e is incorrect because using disk cleanup will not affect a user s ability to retrieve e-mail.

Answers

1.

1-B is correct. Because only one person is affected by this problem, the “who” question produces a solution to the problem. John’s configuration of Outlook must need attention. 2-D is correct because asking “when” produces the information needed to solve the problem. The problem occurred after the user installed a screen saver. 3-A is correct because asking what has been deleted recently produces the cause of the problem. The user recently deleted cookies and temporary files. 4-C is correct because the question “how” produces the simple answer to why the keys are sticky.

2.

B, C, and D are correct. B is correct because a new subscriber will likely have problems with the configuration of the new e-mail account or will have made typographical errors. C is correct because switching to a new e-mail client can cause compatibility issues. D is correct because opening a suspicious attachment might have unleashed a virus. A is incorrect because it is unlikely that a new hardware installation would create a sudden problem retrieving e-mail. E is incorrect because using Disk Cleanup will not affect a user’s ability to retrieve e-mail.

Lesson 2 Practice: Scenario 1

Page 2-20

1.

How many articles were found using these search criteria?

at least six.

2.

According to this article, what could be the solution to your client’s e-mail problem?

installing the outlook 2000 post-service pack hotfix roll-up package from june 7, 2003.

Answers

1.

At least six.

2.

Installing the Outlook 2000 Post-Service Pack Hotfix Roll-Up Package from June 7, 2003.

Lesson 2 Practice: Scenario 2

Page 2-21

1.

According to the article, what are three ways to use Remote Assistance?

you can use remote assistance via instant messaging, e-mail, or a file.

2.

In Remote Desktop, how many users can be active at a given time? In Remote Assistance?

in remote desktop, only one user is active at a given time. in remote assistance, both the person requesting assistance and the person providing the assistance can be active.

Answers

1.

You can use Remote Assistance via instant messaging, e-mail, or a file.

2.

In Remote Desktop, only one user is active at a given time. In Remote Assistance, both the person requesting assistance and the person providing the assistance can be active.

Lesson 2 Review

Page 2-22

1.

Decide where to look first for answers to the scenarios listed here. Match each question on the left to the appropriate choice on the right.

1. After a recent upgrade to Windows XP Professional, a user’s scanner no longer functions as it should. You remember that it was listed as incompatible during the upgrade and believe it might be a driver issue. Where will you likely find the new driver?

a) Newsgroup

2. A user cannot access a network application. The application was designed specifically for the company and is not a Microsoft product or any other common third-party application. Where will you likely find information about this application?

b) TechNet

3. You have searched the Knowledge Base and TechNet for the solution to a problem but haven’t had any luck. Where should you look now?

c) Knowledge Base

4. You need to search through the latest security bulletins to find out whether the problem you are having is related to a known security problem. Which online resource offers access to these bulletins?

d) Manufacturer website

5. You need to find out why a home user’s camera doesn’t work with the Windows Picture and Fax Viewer. Specifically, the Rotate tool causes the computer to freeze up each time it is used. Where should you look first?

e. Company documentation

6. You want to access the Hardware Troubleshooter to resolve a problem with a user’s sound card. Where can this troubleshooter be found?

f. Help and Support Center

 1-d. manufacturers often offer new drivers when new operating systems become available. 2-e. because the application is a company product, the company documentation offers the best place to search for answers. 3-a. after searching the knowledge base and technet, newsgroups are a good place to look. 4-b. technet offers these resources. 5-c. the knowledge base offers information on known issues between the operating system and third-party hardware and software. 6-f. the hardware troubleshooter is available from help and support.

2.

Create three simple questions you could ask an end user who is having a problem accessing data on the network server, which would in turn provide answers to common connectivity problems. Explain what each solution might uncover. For instance, a yes answer to the question, “Has the computer been moved or bumped recently?” could indicate that a network card is loose inside the computer.

answers to this question may vary, but following are three typical questions you could ask. have you or anyone else who uses the computer changed any settings recently? changes to computer settings such as the computer name can render a computer unable to connect. is the network cable plugged in to both the computer and the outlet or hub? did you log on properly when the computer booted up? failing to log on to the domain will cause access to network resources to be denied.

Answers

1.

1-D. Manufacturers often offer new drivers when new operating systems become available. 2-E. Because the application is a company product, the company documentation offers the best place to search for answers. 3-A. After searching the Knowledge Base and TechNet, newsgroups are a good place to look. 4-B. TechNet offers these resources. 5-C. The Knowledge Base offers information on known issues between the operating system and third-party hardware and software. 6-F. The Hardware Troubleshooter is available from Help and Support.

2.

Answers to this question may vary, but following are three typical questions you could ask.

Have you or anyone else who uses the computer changed any settings recently? Changes to computer settings such as the computer name can render a computer unable to connect.

Is the network cable plugged in to both the computer and the outlet or hub?

Did you log on properly when the computer booted up? Failing to log on to the domain will cause access to network resources to be denied.

Lesson 3 Practice

Page 2-30

1.

A user complains to you that he is having trouble connecting to the Internet. After asking a few questions, you determine that he is connected to the Internet using a cable modem, that he hooked it up himself, and that it never worked successfully. Which troubleshooters would you suggest the user run?

the following troubleshooters could be helpful: home networking, hardware, drives and network adapters, and internet connection sharing.

2.

You are helping a user who has a small home network. The family’s main computer has a laser printer attached to it. The user wants her son to be able to print to the printer from the computer in his bedroom. The network appears to be working since the son can access the shared Internet connection and see the main computer in My Network Places. Which troubleshooters might help?

the following troubleshooters could be helpful: hardware, file and print sharing, and printing.

Answers

1.

The following troubleshooters could be helpful: Home Networking, Hardware, Drives and Network Adapters, and Internet Connection Sharing.

2.

The following troubleshooters could be helpful: Hardware, File and Print Sharing, and Printing.

Lesson 3 Review

Page 2-31

1.

Which of the following are tasks you would encourage an average home-based end user to do on his or her own to maintain and support his or her own computer? (Choose all that apply.)

  1. Use Disk Defragmenter monthly.

  2. Access TechNet when in need of technical support, and follow the directions to solve problems on his or her own.

  3. Use Disk Cleanup weekly.

  4. Access the Help and Support Center for how-to articles and to perform specific tasks.

  5. Use Scheduled Tasks to schedule Disk Cleanup to run regularly.

  6. Enable System Restore, and keep it enabled.

a, c, d, e, and f are correct because these are simple and generally fail-safe ways users can maintain their computers. a is correct because running disk defragmenter monthly will keep the computer running smoothly and keep the hard disks organized. c is correct because disk cleanup will delete temporary files before they become large enough to create a problem for the user. d is correct because the help and support center offers wizards to help in solving problems. e is correct because scheduled tasks offers a nice way to run cleanup tasks. f is correct because system restore is a good utility to use when the computer encounters a serious problem. b is incorrect because technet is written with the it professional in mind. home users are much better off using the help and support site.

2.

A user complains to you that he has been getting an error message when trying to download a file saying there is not enough room on his hard drive. Which utility would you suggest the user run?

disk cleanup could help the user recover considerable disk space and would be a good place to start. if disk cleanup does not recover enough space to allow the user to work comfortably, you can then move on to other solutions (such as removing unnecessary programs).

Answers

1.

A, C, D, E, and F are correct because these are simple and generally fail-safe ways users can maintain their computers. A is correct because running Disk Defragmenter monthly will keep the computer running smoothly and keep the hard disks organized. C is correct because Disk Cleanup will delete temporary files before they become large enough to create a problem for the user. D is correct because the Help and Support Center offers wizards to help in solving problems. E is correct because Scheduled Tasks offers a nice way to run cleanup tasks. F is correct because System Restore is a good utility to use when the computer encounters a serious problem. B is incorrect because TechNet is written with the IT professional in mind. Home users are much better off using the Help and Support site.

2.

Disk Cleanup could help the user recover considerable disk space and would be a good place to start. If Disk Cleanup does not recover enough space to allow the user to work comfortably, you can then move on to other solutions (such as removing unnecessary programs).

Case Scenario Exercises: Scenario 2.1

Page 2-32

1.

An end user who runs Windows XP Professional has called technical support regarding his e-mail account. He is certain he was able to open attachments last week, but one just came in today and he cannot open it. The user says the paper clip in Outlook Express is unavailable. The technician asks the user if he has made any changes to Outlook Express, and he says no. He is firm in his answer. The following five steps describe how the technician solved the problem. Put them in the correct order.

  1. Inform the user to open Outlook Express, click Tools, click Options, and on the Security tab, make the appropriate changes.

  2. Ask the user what operating system he uses, if any new software or hardware has been installed, if he has switched e-mail clients recently, and other pertinent questions. The user informs you he recently installed a new printer, he uninstalled a screen saver, and he installed Service Pack 1 last weekend.

  3. Take a few minutes to inform the user about the maintenance features of Outlook Express, including using Clean Up Now.

  4. Look for help in various places, and locate the answer in the Knowledge Base. The technician discovers that installing Service Pack 1 resets the security setting associated with opening attachments in Outlook Express.

  5. Verify that the user can now open attachments, and document the results.

2, 4, 1, 5, 3 is the correct order. troubleshooting involves being able to do steps in the correct order to come up with the desired solution. step 2 involves collecting information, step 4 involves locating a solution, step 1 involves working through the solution, step 5 involves verifying the solution, and step 3 involves teaching the end user.

Answers

1.

2, 4, 1, 5, 3 is the correct order. Troubleshooting involves being able to do steps in the correct order to come up with the desired solution. Step 2 involves collecting information, step 4 involves locating a solution, step 1 involves working through the solution, step 5 involves verifying the solution, and step 3 involves teaching the end user.

Case Scenario Exercises: Scenario 2.2

Page 2-33

An end user calls to report a problem with a locally attached printer. The user is in an office on the other side of the corporate complex, you’re busy, and no other technician is available. You find out after asking a few questions that the printer actually works fine, but it just prints slowly. You will not be able to visit the user’s desk in person until tomorrow, and you have learned from the user that she has quite a bit of experience with computers.

1.

Which of the following solutions (they are all valid) is best under these circumstances?

  1. Tell the user to join a printer newsgroup and ask other users for advice.

  2. Tell the user to open Help And Support, locate the printer troubleshooter, and work through the options. There is an option to allow Windows to investigate the problem, and this might produce a solution.

  3. Tell the user to visit http://www.windrivers.com and download a new driver for the printer.

  4. Tell the user to uninstall and reinstall the printer.

b is the correct answer. the help and support files offer many valuable troubleshooters that both dsts and end users can employ. a, c, and d are not the best choices under these circumstances because they will not produce a dependable, acceptable, and valid solution quickly.

Answers

1.

B is the correct answer. The Help And Support files offer many valuable troubleshooters that both DSTs and end users can employ. A, C, and D are not the best choices under these circumstances because they will not produce a dependable, acceptable, and valid solution quickly.




McDst Self-Paced Training Kit (Exam 70-272(c) Supporting Users and Troubleshooting Desktop Applications on a[... ]ystem)
McDst Self-Paced Training Kit (Exam 70-272(c) Supporting Users and Troubleshooting Desktop Applications on a[... ]ystem)
ISBN: N/A
EAN: N/A
Year: 2006
Pages: 237

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