List of Figures

Chapter 1: Introduction to Desktop Support

Figure 1-1: A workgroup is often referred to as a peer-to-peer network.

Figure 1- 2: Domains share a common database and are centrally managed.

Chapter 2: Resolving a Service Call

Figure 2-1: Troubleshooting a problem is best done systematically.

Figure 2-2: The Windows XP Professional default Help And Support Center page offers an abundance of information.

Figure 2-3: Help And Support Center pages can be customized.

Figure 2-4: The Microsoft Knowledge Base offers solutions to known issues.

Figure 2-5: A sample Microsoft TechNet troubleshooting page.

Figure 2-6: Teach end users to use Disk Cleanup weekly.

Chapter 3: Troubleshooting the Operating System

Figure 3-1: Microsoft OneNote offers the option to remove the icon from the tray.

Figure 3-2: The notification area shows active programs and connections.

Figure 3-3: Hidden icons in the notification area are accessed by clicking the arrow.

Figure 3-4: Click Exit to close this program and remove the icon from the notification area.

Figure 3-5: The System Configuration Utility dialog box offers lots of information.

Figure 3-6: An crowded taskbar is disorganized and hard to use.

Figure 3-7: Grouping similar taskbar buttons makes programs and documents easier to find.

Figure 3-8: Quick Launch is shown here with the taskbar unlocked.

Figure 3-9: A personalized and resized Quick Launch area is shown here with the taskbar unlocked.

Figure 3-10: A customized Start menu offers personalized access to programs.

Figure 3-11: The Customize Start Menu dialog box offers many ways to personalize the Start menu.

Figure 3-12: Customizing the Classic Start menu is also achieved through a dialog box.

Figure 3-13: The Regional And Language Options dialog box offers a place to select available languages and customize formatting.

Figure 3-14: Changing standard and format options changes the currency, date, language, and more.

Figure 3-15: Two languages are now available for the user.

Figure 3-16: The Open With dialog box offers personalization options for the user.

Figure 3-17: The result when a file type is not recognized by Windows.

Figure 3-18: Adding a file type is achieved through the Folder Options dialog box.

Figure 3-19: The System Information utility offers an incredible wealth of information.

Figure 3-20: Chkdsk offers several parameters.

Figure 3-21: After analyzing the disk, Disk Defragmenter prompts to defragment the disk.

Chapter 4: Microsoft Outlook and Outlook Express

Figure 4-1: Internet e-mail settings.

Figure 4-2: Test account settings.

Figure 4-3: The Internet E-Mail Settings dialog box.

Figure 4-4: Connecting to an Exchange Server mailbox.

Figure 4-5: The Outlook Import Tool.

Figure 4-6: Importing a file to the Contacts folder.

Figure 4-7: Configure e-mail server names.

Figure 4-8: Import an address book.

Figure 4-9: The new Go menu.

Figure 4-10: Visit a newsgroup without joining.

Figure 4-11: The Mailbox Cleanup dialog box.

Figure 4-12: The Junk E-Mail Options dialog box.

Figure 4-13: Default panes and toolbars in Outlook.

Figure 4-14: Leave a copy of messages on the server.

Chapter 5: Supporting Internet Explorer

Figure 5-1: The Colors dialog box lets users customize the colors they see when visiting Web pages.

Figure 5-2: Users can add almost any language to Internet Explorer.

Figure 5-3: The Explorer bar with History sorted by date offers customized searching.

Figure 5-4: Locate related information using the Related button.

Figure 5-5: The Group Policy console’s left pane offers various customizable options.

Figure 5-6: Content Advisor can be used to limit the Web content that can be viewed.

Figure 5-7: Disk Cleanup can be used to delete unnecessary files.

Figure 5-8: The Settings dialog box allows a user to work with temporary Internet files manually.

Figure 5-9: Default privacy settings can be changed from the Privacy tab of the Internet Options dialog box.

Figure 5-10: The Advanced Privacy Settings dialog box can be used to tweak privacy settings.

Figure 5-11: The toolbars can be customized to suit any user’s needs.

Figure 5-12: Local Intranet zone settings can be set to configure local sites.

Figure 5-13: Use the Programs tab of the Internet Options dialog box to configure the programs used by Internet Explorer.

Chapter 6: Installing and Configuring Office Applications

Figure 6-1: Verify compatibility from the software’s box or other documentation.

Figure 6-2: A product key must be available to install most software.

Figure 6-3: Program compatibility settings are located under the Compatibility tab.

Figure 6-4: There are several installation types to choose from.

Figure 6-5: In this figure, all components are selected to run from the computer.

Figure 6-6: Deleting backup files is usually done automatically.

Figure 6-7: Manually check for updates by using the Help menu in any Office application.

Figure 6-8: The Office Update website shows available updates.

Figure 6-9: Common toolbars are shown here.

Figure 6-10: Adding toolbars from the View menu by selecting them.

Figure 6-11: The Customize dialog box allows a user to personalize an Office application.

Figure 6-12: Adding a command to a menu list by dragging it.

Figure 6-13: A customized Menu bar.

Figure 6-14: The Excel Options dialog box.

Figure 6-15: The PowerPoint Options dialog box.

Figure 6-16: The Word Options dialog box.

Figure 6-17: Detecting language automatically by configuring preferences in the Language dialog box.

Figure 6-18: Adding AutoCorrect entries by right-clicking.

Figure 6-19: AutoText offers the entire word or phrase when applicable.

Figure 6-20: Configuring spelling and grammar options from the Spelling & Grammar tab.

Figure 6-21: Use the Charting custom menu with Flowchart selected.

Figure 6-22: The custom Collaboration toolbar is a sample solution.

Chapter 7: Troubleshooting Office Applications

Figure 7-1: This customized toolbar has several formatting options.

Figure 7-2: Add missing components by using Add Or Remove Programs in Control Panel.

Figure 7-3: Select a component to add or remove from the component’s drop-down list.

Figure 7-4: The Word Help task pane offers a wealth of information.

Figure 7-5: Embed a new Excel worksheet.

Figure 7-6: Create a simple formula using one of Excel’s functions.

Figure 7-7: The Function Arguments dialog box.

Figure 7-8: Learn about functions and formulas from the Microsoft Office Help files.

Figure 7-9: Automatic help with errors is available from the drop-down menu.

Figure 7-10: Configure the macro by using the Record Macro dialog box.

Figure 7-11: Set a macro security level to control which macros are allowed to run.

Figure 7-12: The Document Recovery task pane offers several options.

Figure 7-13: The “Windows cannot open this file” error message.

Figure 7-14: Microsoft Windows File Associations Web page.

Figure 7-15: Microsoft Online Crash Analysis report offers information about the problem and offers available updates.

Chapter 8: Common Connectivity Problems

Figure 8-1: Device Manager shows installed hardware, including modems and NICs.

Figure 8-2: The General tab details the device status.

Figure 8-3: The Internet Properties dialog box is the place to configure the modem.

Figure 8-4: Verify the workgroup name from System in Control Panel.

Figure 8-5: The command-line utility net config workstation offers plenty of information.

Figure 8-6: A working network connection shows packets being sent and received.

Figure 8-7: Select the statement that best describes the computer.

Figure 8-8: Repair network connections as a first step in troubleshooting.

Figure 8-9: Make domain changes from the Computer Name Changes dialog box.

Figure 8-10: A system scan using the Network Troubleshooter can offer assistance.

Figure 8-11: Ping the loopback address to verify that TCP/IP is configured correctly.

Figure 8-12: Configure a gateway address.

Figure 8-13: The ipconfig /all report offers a myriad of information.

Figure 8-14: Set DNS properties.

Figure 8-15: Configure advanced DNS settings.

Figure 8-16: Configure advanced WINS settings by using the Advanced TCP/IP Settings Properties dialog box.

Figure 8-17: A HOSTS file maps host names and FQDNs to IP addresses.

Chapter 9: Security and Security Permissions

Figure 9-1: Simple File Sharing.

Figure 9-2: The Shared Documents folder can be used to share files on a computer or in a workgroup.

Figure 9-3: The Guest account’s personal profile folders are located under Documents And Settings.

Figure 9-4: Share permissions.

Figure 9-5: Set share permissions.

Figure 9-6: Set NTFS permissions.

Figure 9-7: Local security policies protect the computer from harm.

Figure 9-8: Password policies.

Figure 9-9: The Set Password dialog box allows an administrator to reset a user’s password if he or she has forgotten it.

Figure 9-10: Reset an account from Computer Management.

Figure 9-11: Computer Configuration options and Group Policy.

Figure 9-12: Enabling a Group Policy setting.

Chapter 10: Protecting the Computer

Figure 10-1: Automatic Updates can be configured in a number of ways.

Figure 10-2: All critical updates and service packs are installed on this computer.

Figure 10-3: Windows Update shows its progress with a dialog box.

Figure 10-4: Office Update scans the computer and lists available updates.

Figure 10-5: Enabling Internet Connection Firewall via the local area connection’s Properties dialog box.

Figure 10-6: The default ICMP settings are shown here.

Figure 10-7: You must configure ICF to allow traffic for services your computer provides.

Figure 10-8: Adding the Web Server (HTTP) service involves inputting the appropriate information.

Figure 10-9: Virus information is available from the Microsoft support pages.

Figure 10-10: The MBSA report lists security lapses and vulnerabilities.

Chapter 11: Troubleshooting Application Access on Multiuser, Multiple Boot, and Networked Computers

Figure 11-1: The Shared Documents folders offer an easy way to share files among multiple users.

Figure 11-2: Application configuration in Microsoft Office.

Figure 11-3: Access denied messages appear when permissions are not assigned or are not assigned correctly.

Figure 11-4: Configure compatibility settings from the application’s Properties dialog box.

Appendix A: Microsoft Windows XP Service Pack 2

Figure A-1: The Automatic Updates interface changes slightly in Windows XP Service Pack 2.

Figure A-2: Express Install scans a computer, downloads, and installs critical and security updates.

Figure A-3: Enabling and disabling Windows Firewall for all network connections.

Figure A-4: Enabling and disabling Windows Firewall for specific network connections.

Figure A-5: Enabling security logging for Windows Firewall.

Figure A-6: Creating a global exception for all connections in Windows Firewall.

Figure A-7: Creating an exception for a particular network connection in Windows Firewall.

Figure A-8: Configuring an ICMP exception for a connection.

Figure A-9: The Internet Explorer Information Bar provides a common notification area.

Figure A-10: The Internet Explorer File Download dialog provides more file information.

Figure A-11: Enabling the pop-up blocker in Internet Explorer.

Figure A-12: Managing add-ons in Internet Explorer.

Figure A-13: Blocking external content in HTML e-mail in Outlook Express.

Figure A-14: Enabling plaintext mode in Outlook Express.

Figure A-15: The Security Center icon in the notification area provides access to the Security Center Window and alerts the user to security conditions.

Figure A-16: The Security Center window provides a central interface for managing security on a computer running Windows XP.