Troubleshooting Questions and Answers

1. How can you find out which version of Windows XP is running on a user's computer?
   

Go to START/RUN/Winver.exe (Windows version identification)

Control Panel/Performance and Maintenance/System (Systems Properties Dialog box)

Go to START/RUN/WinMSD.exe (system information program)

1. You are a DST. A Senior VP complains he is unable to install software using removable media. What do you suspect?
   

Prevent removable media source for any install system policy is enabled.

1. Which types of Windows XP licensing and media require MPA (Windows Activation) after a successful installation?
   

OEM licensing and media

Retail licensing and media

1. You are a DST. Using group policies, you need to provide a way for the user to be able to reset the password and view the Welcome screen rather than be logged on automatically to her computer running Windows XP. The computer is part of a workgroup, not part of a domain. How do you accomplish this task?
   

In Group Policies, choose Always Use Classic Logon.

1. You are a desktop support technician for your company. Which methods enable you to create shared network folders?
   

Right-click a folder in My Computer or Windows Explorer, select Sharing and Security, click the option button Share This Folder, and click OK.

Open the Run dialog box, type fsmgmt.msc, press OK, right-click the Shares node, and click New File Share. Follow onscreen instructions for the Create Shared Folder Wizard. Note: Simple File Sharing must not be enabled to create a New File Share using this command.

Open the Computer Management console, expand Shared Folders, right click the Shares node, and click New File Share. Follow the on-screen instructions for the Create shared Folder Wizard. Note: Simple File Sharing must not be enabled to create a New File Share using this command.

Open a command prompt window. Type Net Share share_name=x:\folder_name, where share_name represents the name you want to assign to the shared folder, x: represents the drive letter where the folder resides, and folder_name represents the actual name of the folder.

1. You are a DST. Users are allowed to edit their own TCP/IP settings, but one user complains she is unable to edit the settings in her TCP/IP configuration. What should you do?
   

Log on with administrative privileges; choose Control Panel, User Accounts; and discover whether the user is a member of the Users group or has Limited User account.

1. A help desk colleague of yours logs on from different machines during the day. He complains Internet favorites created on one computer do not follow him when he logs in from others. How can you configure Internet favorites to remain consistent from login to login for a particular user?
   

Copy the user's local profile to a network share and configure his account for roaming profiles.

1. You are a DST. A user cannot install a network printer on her computer running Windows XP. She needs to print documents soon, and the only printer with sufficient capacity is this printer that will not install. How can you help the user install the network printer?
   

Disable the computer policy that prevents users from installing print drivers for local printers.

1. A user is running Windows XP, previously used by another user in another department, wants to ensure that only he has access to those files. Company policy prohibits encrypting files. How might you make sure former users do not have access to John's files?
   

John needs to delete all former user accounts.

1. A rep arrives in your office needing to print several documents created while on the road. She attaches her laptop to a printer using a USB cable. The four documents she created while out of the office are visible in the print queue, but are not printing. You need to ensure the printer is working properly and prints the four waiting print jobs. What should you do?
   

Click the Print Online option.

1. A user prints a document to a network printer. Where is the document and what is it called?
   
   

   Print queue, print job
   

   
   

2. Which of the following features must be supported in a LAN environment if you want to boot new workstations from the network and install Windows XP using an RIS server?
   

Internal DNS servers

Active Directory

1. You are a DST for your company. Users want to manage a printer through a Web page. What is true about IPP?
   

The printer server computer can be running Windows 2000 Professional or later.

You can connect to specific printer by typing the following URL into a Web browser: http://print_server_name/printer_share_name

1. You are a DST, and you use a Windows XP Professional laptop computer to complete tasks and maintain troubleshooting records. You need to create a paper version of troubleshooting records, so you carry a portable printer with you on the job. The printer is designed to connect to the USB port on your Windows XP Pro laptop. You have never connected the portable printer with your laptop. What steps should you take to enable you to use the portable printer?
   

Plug the printer into a USB port

Install a device driver the first time the device is connected

1. You are a DST. Greg calls you because he is having problems with his display. Greg is running XP Home and says someone said to change his refresh rate for a better view. He changed the refresh rate from 60 mhz to 85 mhz. After restarting his computer, he could hardly view anything. He cannot remember anything else he did during the course of the day. How should you tell Greg to resolve his problem?
   

Restart the computer in VGA mode.

Change the screen resolution and refresh rate.

1. You are a DST and are on the phone with Arin who is having problem configuring auditing on his computer. He wants to configure auditing because he believes someone has access to his secure files on his computer. He configured audit settings on his secure documents, but no audit log is generated. Arin is the administrator of his computer and no other users use his computer. What should you tell Arin?
   

The security policy applied to the computer does not allow auditing file access. It is likely the auditing of files is disabled. The security policy could be a local, site, domain, or OU policy. Arin should run the RSOP (Resultant Set of Policy) mode to determine the policy settings applied to the computer. The "Audit Object Access" should be enabled.

1. You are a DST for a computer repair shop. A customer brings his computer to your shop because he is unable to start his operating system. He tells you his problem started right after he installed a new CD-ROM and a multifunction device. You examine the boot.ini file. What entry should you add to the operating system section of the boot.ini file to determine what driver is preventing the operating system from starting?
   

multi(0)disk(0)rdisk0)partition(1)\Winnt="Diagnose"\sos. The sos parameter causes the driver names to be displayed as they are loaded during startup.

1. You are a DST for a small company. Michael and Jill use the same computer which runs XP Pro. Michael wants to copy a file named ACCOUNTS.XLS from the documents folder on the C drive to the documents folder on the D drive. Both drives are formatted using NTFS. The documents folder on the C drive has the Modify permission and the documents folder on the D drive had the Read and Execute permission. Which permission will be granted to Jill on the copy?
   

The Read and Execute permission will be granted. When a file or folder is copied on a drive formatted with NTFS, it inherits permissions from the parent folder.

1. You are a DST, and George has a problem with his camcorder. The camera is attached to the computer using a USB cable. When the computer is turned on, the camcorder comes on automatically. But, when the computer is turned off, the camcorder does not turn off. What tool or Control Panel applet will accomplish the goal of turning off the camcorder when the computer shuts down?
   

Device Manager. Open the Properties dialog box for the camera or the USB root hub, and click the Power Management tab. The tab contains two options. One configures whether to turn off the device when the computer shuts down and the other defines whether the device can bring the computer out of standby mode. Once the root hub is configured, all the devices attached to the USB hub will be affected by the configuration.

1. You are a DST and Lorraine is having problems connecting one of her computers to the internet. Both of the computers run XP Professional and one has ICS (Internet Connection Sharing) and has an IP address of 192.168.0.1. You ask Lorraine to run the PING command and it is successful. What is the next step you should ask her to take?
   

IPCONFIG. This is the IP Configuration utility and allows you to verify the IP address, the default gateway, DNS and DHCP servers. Because Lorraine can connect to the other computers but not the internet, it is likely the default gateway is incorrect.

1. You are a DST, and today a customer called with a question, "we use offline files on our file server and computers so that our remote users can access files when they are not connected to the network. I found this one file that should be available only to the CEO, so I am thinking of encrypting it rather than configuring access permissions. Will users be able to access the file?"
   

Users will continue to be able to access the cached file because the encrypted file will not be synchronized. When a file is encrypted, only the user who encrypted the file, can access it. The encrypted file will not be synchronized. The file will only be synchronized when the person who encrypted it is logged on.

1. Today Danielle bought a new hard drive. After she installed the hard drive, Danielle installed Windows XP and all of the other apps that were on her previous hard drive. Afterwards, she noticed her applications were slow to open. The same thing occurred on her previous hard drive, which is the reason she got a new one. What tool can Danielle use to help her determine the cause of the problem?
   

Performance Logs and Alerts allow you to monitor system performance. Danielle can monitor the physical disk performance counter object. This object contains counters to monitor the rate at which disks requests are being serviced.

Disk Defragmenter. Danielle can use the tool first to determine if file fragmentation is the source of her problem and then run the disk defragmenter to reorganize her disk into contiguous clusters, allowing the operating system to open and close files more quickly.

1. You are a DST, and today a customer asks you if they can toggle windows with a remote desktop connection like they normally can with the alt + tab key?
   

With Remote Desktop, you use the alt + page up key.

1. You are a DST, and Sammy, the marketing manager has a shared folder that all salesmen must access. The file is enabled with offline access. Adina, an employee, began working at home Mondays, Tuesdays, and Wednesdays. She accesses the network with a VPN connection. When she is not on the network, she accesses the offline files. Today is Wednesday. Last Friday, Sammy created a file named client.xls. On Monday, Adina logged onto the network and made changes to the file. On Tuesday, Sammy made more changes to the file. Adina did not access the file on Tuesday. What will happen when Adina logs onto the network today?
   

Adina will be asked what copy of the file she wants to use. Synchronization checks the state of both the cached and the shared file. If both have changed, the user will be asked which one they want to keep.

1. A software developer calls you complaining that when they remotely access their office computer and try to do a code build, the connection drops after about 30 minutes. What is the problem?
   

A remote access connection is likely to be configured to drop the connection after a period of inactivity.

1. You are a DST and a customer calls you about a folder named Sales and a local security group named SalesPersons has Full Control Permissions on the folder. A local sales person, Kate, cannot access a bill-of-sale template in the folder. Kate tells you she could access the template a week ago. No other sales persons are experiencing this problem? What is the likely cause of the problem?
   

Kate is explicitly denied permissions on the folder. It is likely a person in the SalesPersons group denied Kate access to the folder, since they have Full Control permissions.

1. You are a DST. Today, someone called and told you they are trying to use Backup to backup files to their CD-RW drive. In the backup destination disc, only File and Tape are available. What must be done to back up the files to disk?
   

Backup the files to the hard drive and then copy them to the disc. The Backup utility only supports file and tape medium.

1. After a customer installed a Zip Drive on their computer, they are having problems starting their computer. The customer was prompted to restart after installation, but was unable to restart. What should the DST tell the customer to do?
   

   Last Know Good Configuration. Allows you to start the operating system using the hardware profile the last time the computer was started successfully.
   

2. After Service Pack 2, what internet zones allow pop-ups by default?
   

   Trusted sites
   

   Local Intranet sites (Restricted and Internet sites will have pop-ups blocked by default)
   

3. A browser remembers both of your credit card numbers when you fill in forms over the internet. How can you get rid of one of the credit card numbers?
   

   Select the item in the list
   

   Press the delete key.
   

4. You are a DST in a law firm and receive an order to monitor a computer WORK1. This computer contains shared folders that contain billing information for all of the company clients. Today all of the files in the folder were deleted. The manager believes an employee deleted the files in response to termination. You need to examine the audit log before the employee leaves the company. What filter parameters do you use to examine the audit log to determine if the employee deleted the files?
   

Event id, User, From

1. You are a DST for a help desk and a customer calls you because he needs you to guide him in the process of allowing his users to use RIS (Remote Installation Services) to install Microsoft Windows XP Professional on their computers. The customer wants to test RIS with a new user, first. The user does not currently have an Active Directory Account. The computer the user will install the OS currently runs Microsoft Windows 2000 Professional. It has a network interface adapter that is not Pre-boot Execution (PXE-enabled). The customer has already created a PXE boot disk. The customer needs to know if the user will be able to install the operating system.

The user will not be able to install the OS because she does not yet have a domain

account.

1. You are a DST and Jane introduced several viruses on her pc during the past few months by opening e-mail attachments that she thought were safe. She removed the viruses successfully, but she wants to prevent this problem from happening again. What check box option in Folder Options should she clear to do this?

Hide Extensions for known file types should be unchecked. A file name specified as pics.html.exe will appear as pics.html to make the file appear as an html file when it is really an executable.

1. You run your own business as a DST and Linda, one of your customers, is having a problem configuring Themes for her new computer, which runs Microsoft Windows XP Home. Fast User Switching is enabled to allow Robert to use the computer when Linda is not using it. Linda says the interface on her computer looks different than the one on display at the store. What is the cause of the problem?

The Themes service is disabled or stopped. It must be started to support Windows XP Themes.

1. You are a DST and one of your salespeople, Mary, travels to customer sites with her Windows XP Pro computer that has Service Pack 2 installed. You have configured the computer, as well as the other company computers, with several Windows Firewall exceptions to enable file sharing and remote management on your internal network. When Mary is in the office, she connects to your internal network using a wired Ethernet connection. When she travels, Mary needs to be able to connect to unprotected wireless networks. You would like to configure Windows Firewall to block all unrequested traffic on her wireless network adapter, but still enable the exceptions for the wired network adapter. What is the process you should use?

Open Windows Firewall settings dialog box. Click the Exceptions tab. Disable all exceptions. Click the Advanced tab. Click Select the wired network adapter, then click Settings. Enable the required exceptions.

1. You are a DST and Brian os a developing device drivers for a new camera his company is manufacturing. Brian's computer runs MS Windows XP Pro. While programming, needs to disable device drivers under development. While testing, he needs to enable the devices. He also needs to reboot his computer when switching from programming mode to testing mode. To make life easier, Brian wants to set up an additional hardware profile. However, he does not know what to do, and calls you for help. The device drivers under development are currently enabled. What are the steps you should instruct Brian to create a new hardware profile?

Create a copy of the current hardware profile

Restart the computer.

Select the new hardware profile.

Disable the devices.

1. You are a DST and are on the phone with George who is having problems sharing his DVD-ROM drive with his brother, Sam. Both George and Same work at a small office and have Windows XP Pro computers. Whenever Sam tries to access the share, he receives an "access denied" message. George verifies the DVD-ROM is shared, and the appropriate permissions are granted to Sam. You instruct George to configure his computer's local security policy. What local policy should George configure to allow Sam to access his DVD-ROM drive?

Security Options. This policy contains several policy settings for configuring the local computer, including "Restrict CD-ROM access to locally logged-on user only". When this setting is enabled, only local users can access CD-ROM ad DVD-ROM drives on the computer. George should disable the setting.

1. You run your own business as a DST. Today a customer calls with the following question: "I just bought a brand new Windows XP laptop. I tried to configure it to go into Standby after 15 minutes, but it is not working. What do you think is wrong?" What is the first question you should ask the customer?

Is a screen save configured? If so, is it a 3D screen saver? 3D screen savers sometimes prevent a computer from entering standby mode. This is because a computer goes into standby only when the CPU has been idle for the time that is configured in Power Options. When a 3D screen save runs, the CPU begins processing. This is a known issue in MS Windows XP and a hot fix is available.

1. You are a DST and you receive a call from a customer with the following question: "I bought my Windows XP Pro computer a few months ago. I have installed many applications on it, and now, it is getting slow. Someone told me to adjust Performance Options in System Properties. I have two questions: Should I use Programs or Background services for processing scheduling? And should I use Programs or System cache for memory usage?" How should you instruct the customer to configure her computer for maximum performance?

Choose Programs for processor scheduling and Programs for memory usage. The customer stated she installed many apps on the computer, which indicates she might user the computer primarily for foreground programs. This allows apps to run faster. Background services are necessary for background apps like backup utilities. System cache for memory usage is typically necessary for computers that act as servers.

1. You are a DST for an accounting firm. Kathie and David are responsible for handling all of the company contracts. Kathie created the database, and she is currently the owner of the file. She is currently out of the office, and she will not be back for five days. David needs to make changes to the database. However, David is only granted Read permissions on the file. Kathie must be able to make changes to the database when she returns. She is granted only Modify permissions on the file. Both Kathie and David use the same computer,which runs XP Pro on an NT files system. Neither Kathie or David is a member of the local administrators group. What tasks should you perform to allow David to perform the database?

Take ownership of the file and grant write permissions on the file to David. Only administrators, owners, or users who have the Full permission can modify file and folder permissions. Write permissions will allow David to change the file.

1. You are a DST and a company bought seven new computers running Windows XP PRo that will be part of a workgroup. All the computers must be configured with the same security settings. You want to use the least amount of administrative effort to meet the security guidelines. Which tool should you use?

Security Templates. You can configure the required settings in a single template and import the template into the local security policy on all seven computers. Click Start/Run/enter MMC. Next, choose Add/Remove Snap-In from the File menu. The Add/Remove Snap-in dialog will be displayed. Click the Add button and choose Security Template from the list.

1. You are a DST and are helping a user migrate her files and setting from an old computer running MS Windows 98 to MS Windows XP Home. You instruct her to use FSTW (Files and Settings Transfer Wizard). What tasks should the user perform to migrate her files and settings using FSTW?

Start FSTW on the new computer.

Create a Wizard Disk on a floppy disk.

Insert the Wizard Disk into the floppy disk drive on the old computer.

Start FSTW on the old computer.

Save files and settings to one or more floppy disks.

Resume FSTW on the new computer.

1. You are a DST and Connor calls you because his computer starts to slow down about 30 minutes after he logs on. It happens when he plays his favorite game. He tells you that he can hear a grinding noise coming from the computer. You want to determine if the noise is related to insufficient physical memory. Which Memory performance counter should Connor monitor?

Page faults/sec. A page fault occurs whenever the operating system accesses the hard disk for contents that could not be stored in physical memory. The space on the hard disk that stores the contents is referred to as virtual memory. By having Connor monitor the rate at which page faults occur, you can determine whether the grinding noise, which is likely coming from the hard drive, is related to insufficient memory. When the page fault increases to about 5 per second, there is likely a memory bottleneck.

1. You are a DST for a development company. Many developers in the company are allowed to work from home. From home, they use VPN (Virtual Private Networking) to access the company network. Everyday at 2 P.M., a code build occurs on the build computer, which runs Windows XP Pro. The manager is agitated because he thinks one of the developers who work from home accesses files during the build process. This sometimes causes the build process to fail. The manager wants you to give him the high level tasks he must perform to determine if the developer is accessing files during the build process. What are the tasks the manager must perform?

Enable auditing n the security policy for the build computer.

Configure audit settings on the folder that contains the code files.

Use Event Viewer to examine the security log for object access.

1. You are a DST and a graphics designer calls you to his cubicle because he wants to change the display quality on his MS XP Pro computer so the colors displayed are as accurate as possible. What mode should he use for highest quality?

800 by 600, True Color (32 bit), 120 Hertz

1. You are a DST for a help desk. You receive a call from Matthew who is having problems starting his MS XP Pro computer. When Matthew starts the computer, it hangs at the logon screen. Matthew tells you it happened when he overwrote a system file after testing an installation program that he wrote. This file is a core system component required by the operating system. Matthew downloaded a correct version of the system file from the internet and saved it to floppy disk. What instructions should you give Matthew to copy the correct system file to the Winnt directory?

Start the computer from a bootable Windows XP Pro CD-ROM.

Enter R when prompted to repair the Windows installation.

Coyp the file from the floppy disk to the Winnt directory.

Restart the computer.