Microsoft Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

You are a desktop support technician for your company. A user reports that his Windows XP Professional client computer cannot connect to a file server named Server7. The user is attempting to connect to Server7 by using its name. You are able to use your Windows XP Professional client computer to connect to Server7 by IP address, but not by name. You discover that Server7 is a UNIX-based server. Server7 runs file-sharing software so that client computers can connect to it. The user's Windows XP Professional client computer can connect to all Windows-based network resources by name and by IP address. Other users report the same problem connecting to Server7. You need to ensure that all computers can connect to Server7 by name. What should you do?

You are a desktop support technician for your company. A user reports that she just installed Windows XP Service Pack 2 (SP2) on her computer that runs Windows XP Home Edition. Since installing SP2, she cannot use her Web-based e-mail application. When she logs on to the Web site, she can see her messages and the main Web page. However, when she attempts to open a message or create a new message, the message windows do not open. The user could use the application before she installed SP2. What is the most likely cause of the problem?

You are a desktop support technician for your company. The company uses a VPN server that supports PPTP and L2TP. A user of a Windows XP Professional portable computer wants to use a VPN to connect to the network over the Internet when she travels. On the user's computer, you configure a network connection that establishes a VPN connection to the VPN server. You test the connection, and the connection is established. Several weeks later, you increase security by configuring the VPN server to support only certificate-based L2TP VPNs. The user reports that she is unable to establish a connection to the VPN server. All other users can connect to the VPN server successfully. You need to ensure that the user can always establish a VPN connection to the VPN server. What should you do?

You are a desktop support technician for your company. A user reports that his Windows XP Professional client computer cannot connect to a file server named FS01. The user's computer can connect to all other network resources by name. You are able to connect to FS01 from your computer by using its name. You are also able to ping FS01 by using its IP address from the user's computer. However, the user's computer will not connect to FS01 by name. You need to ensure that the user's computer can connect to FS01 by name. What should you do?

You are a desktop support technician for your company. Your company sells computers to home users. A customer reports that she cannot view a Web site after making changes to Microsoft Internet Explorer. When she attempts to access the Web site, she receives the following error message. She wants to access the Web site. She also wants to ensure that Web sites that contain offensive content are inaccessible. You discover that the Web site does not contain offensive content and that the customer has been able to access the Web site in the past. You need to ensure that the customer can access the Web site and that her computer restricts access for other Web sites containing offensive content. What should you instruct the customer to do in Internet Options in Control Panel?

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 who works from home on Fridays calls you on Friday to report a problem on her computer. You instruct the user to send you a Remote Assistance invitation so that you can help resolve the problem. The user dials in to her ISP on her second phone line, while she is on the phone with you. She sends a Remote Assistance invitation, and then tells you that she disconnects from the ISP. You receive the invitation on your client computer. You instruct the user to reconnect to her ISP. After you accept the invitation, you cannot connect to the user's computer. You need to establish a Remote Assistance connection with the user's computer. What should you do?

You are a desktop support technician for your company. The network consists of an Active Directory domain that contains a DNS server. All servers run Windows Server 2003, and all client computers run Windows XP Professional. A user reports that his client computer is not able to connect to any network resources and is not able to authenticate to the Active Directory domain. The computer was able to connect yesterday. No other users are reporting a problem today. You examine the computer's physical connection to the network. You verify that the connection is correct and that the computer's network adapter displays a link light. The computer is configured to use the following IP configuration: You confirm that this configuration is valid on the network. You need to troubleshoot the problem. What should you do?

You are a desktop support technician for your company. The company has a main office and several branch offices. The network consists of one Active Directory domain. A remote user uses a portable computer that runs Windows XP Professional. The user's account is a member of the local Administrators group on her computer. The user recently installed Windows XP Service Pack 2 (SP2) by using Automatic Updates. Since installing SP2, she cannot use the company communication software. The software worked correctly before she installed SP2. The user did not make any changes to Internet connection settings since the software last worked. What is the most likely cause of the problem?

You are a desktop support technician for your company. All client computers run Windows XP Professional with Service Pack 2 (SP2) and are part of an Active Directory domain. A user plans to travel to another country. He needs to set up his computer to access the Internet while he travels. He also needs to access the Internet when he returns. He plans to make frequent trips, and he wants to be able to switch between configurations. The user needs to access the Internet at both locations. Which action or actions should you instruct the user to perform? (Choose all that apply.)

You are a desktop support technician for your company. A user calls to ask you to take control of her computer by using Remote Assistance. She sends you an e-mail request for remote assistance by using Remote Assistance. You attempt to connect to her computer, but you cannot make the connection. What are possible causes of the problem? (Choose all that apply.)