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39 Cards in this Set
- Front
- Back
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If a customer calls saying his computer won't boot how will youtroubleshoot it? |
1. Don't assume knowledge. Find another way of confirming the complaint, such as asking questions such as "whats on the screen." Also have them check the power cords, and look for lights, error messages and beeps. |
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What is System Restore? Does system restore have any effect on saveddocuments and files? If not, Why? |
1. Feature in windows that allows user to revert their computers state to that of a previous time. 2. It recovers windows system files, programs and registry settings. It makes changes to batch files, scripts and other executable files it doesn't effect personal files. |
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What is Last Known Good Configuration? |
recovery option that allow you to boot microsoft to the last time is was functioning properly |
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Use of command “MSCONFIG.” |
Used to configure how a copmuter starts and what programs and services load when Windows starts. Used to trouble shoot windows startup process |
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How do we boot a computer in Safe Mode? |
Windows 7- tap F8 key in 1 second intervals Windows 10- shift restart if computer boots |
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What do you understand by Blue Screen of Death? Have you everencountered such issues in your professional career? How do wetroubleshoot such issues? |
BSOD is a error displayed on windows after a fatal system error. Basically the OS reached a condition where i can no longer operate safely. There can be a lot reasons for BSOD, I have not encountered it my professional career. If I were to troubleshoot it, the first thing I would do is ask the user whats on their screen, and a series of questions to find out whats changed with the computer recently. |
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Which Operating Systems have you used? How proficient are you withWindows 7? |
I have used WIndows 7, 10 and Mac OSX. I am very comfortable with Windows 7 |
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If a user calls in and says that his computer is running slow, what are thebasic troubleshooting steps that you’ll follow to fix the issue? |
I would ask if every application is slow or just one in particular. If its just one I would deal with that app. If every application is slow. I would have them go to control panel -> system and security heading -> choose find and fix problems -> choose performance issues and run performance wizard. |
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What is the command used to access the Registry of a computer? |
regedit |
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Which tool have you used for remote desktop troubleshooting? |
1. Apple Remote desktop (open sharing preferences, select remote management checkbox, select all users) |
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How to configure an exchange email account in MS Outlook? |
1. Start -> Control Panel -> Mail 2. Show profiles -> Add 3. Enable Manual setup 4. Choose Exchange service 5. Type outlook in server and input email address and Enable Use Cached exchange mode 6. Connectino tab -> Connect to exchange using http 7. use this URL to connect to my proxy server, select both on fast and slow networks 8. select basic admin 9. check name and password and finish |
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What are PST and OST files? |
OST is an offline folder file in Outlook. Makes it possible for user to work offline PST is a personal folder file. Usually has storage limit of 2 Gb |
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How do we create a new PST file? |
1. Home tab in New Group click New Itens, point to More Items and click Outllok Data file. 2. IN create or Open Outlook Data file dialog bix in the file name box, type name as you want to appear and click OK |
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How do we fix a corrupt PST file? |
Exit outlook -> open SCANPST.EXE -> enter name of file you want to scan, enter name of tool you want to check or choose brow to select file. CLick start to run scan. |
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If a user is not able to send and receive emails from outlook, what are thebasic troubleshooting steps that you will follow to fix the issue? |
1. Determine if connected to the internet 2. Download and Use the Office Configuration Analyzer tool 3. Create another profile and see if you can send and receive email from 4. |
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How do we start Outlook in Safe Mode? |
Hold Cntrl and click on Outlookd shortcut Also outlook.exe/safe in search box start menu |
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What is the default location of a PST file? |
Users\Appdata\local\microsoftoutlook |
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How will u create a shared mail box in outlook? |
Click file tap -> Account settings -> Email- > highlight your mailbox and click change -> more settings -> advanced tab -> add -> type shared e-mail address -> Apply |
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What is an IP Address? What is an APIPA address? |
IP address - unique string of numbers that indentifies each computer using internet protocol to communicate
APIPA- automatic prive IP adress that provides DHCP autoconfig address |
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How to check the IP address? What are the commands ipconfig /all,ipconfig /release, ipconfig /renew and ipconfig /flushdns used for? |
1.How to check IP address - Ipconfig
2.IPconfig/all - displays all current TCP/IP network configurations and refreshed DHCP an DNS. 3.Ipconfig/release- forces client to give up is lease or current IP adress 4.ipconfig/renew- executes request for new IP address 5. Flushdns/ releases contents of the DNS client resolver cache |
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What is the use of command “PING”? What is its full form? |
1. Ping check if computer is connected to a network. 2. Packet Internet Groper |
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What is a MAC Address? How to check the MAC Address of acomputer? Does every device in a network have a MAC address? |
1. Mac is address is a unique indetified assigned to the network interface of each computer.
2. Getmac command 3. Yes |
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How can we reset passwords in Active Directory? How to unlockaccounts? |
1. Open Active Directory Users and Computers, click folder that contains user account. In details pane right click user and click reset password.
2. Open Active Directory Users and Computers, right click user and open properties from menu -> select account tab and uncheck Account is locked out. |
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What do you understand by LAN? |
Local area network, group of computers and devices that share a common communications line or wireless link to a server.
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How do we delete cookies in IE? |
Select Safety button -> Delete Browsing history -> check cookies box -> Delete
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What is a VPN? |
A VPN is a virtual private network used to add security and privacy to private and public networks.
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What is the difference between an Incident ticket and a Request ticket? |
Incident ticket relates to an unplanned interruption to an IT service or reduction in quality of IT service. ie Computer won't boot or wifi not working
Request ticket is when someone wants to gain access to something they don't have in the first place. Such as access to a printer or new software. |
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Have you used Remedy? If not Remedy, which ticketing system haveyou used? |
No haven't used remedy
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On opening Outlook, you get the error “Exchange Server isUnavailable”. What could be the possible causes and how would youproceed with your troubleshooting? |
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What is the role of a DNS Server and a DHCP Server? |
DNS "phonebook" assigns names to IP addresses.
DHCP auto configures and assigns IP addresses to connected devices |
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What’s the difference between a Workgroup and a Domain? |
workgroups connects computers to each other directly
domains have all networked computesr connect to a central location |
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What is the difference between a Static IP and a Dynamic IP address? |
Static IP address doesn't change, dynamic IP addresses change every time connect ton network.
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What is the function of a Router? |
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How do we enable or disable Windows Firewall? |
start button, in left pane click turn windows firewall on or off
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Suppose there is some issue with a network printer and to fix it you needto restart the Print Spooler services, how would you do that? |
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What do you understand by TCP/IP? |
Basic communication language of the internet.
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What are the different layers in OSI model? |
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How can you assign a static IP to a computer? |
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What is the function of Active Directory? |
aa |
