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Supporting Users and Troubleshooting a MS Windows
XP OS
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Question No: 1
You are desktop support technician for Abc .com. A user
uses a printer that is attached locally to her computer.
The user reports that the printer is not working. When
she opens the print queue, she sees that the first print
job has the following status: "Deleting - Error,"
Other print jobs are waiting behind that first job.
She states that the print queue has not changed for
an hour. You need to ensure that the user's printer
works properly. You need to achieve this goal without
requiring the user to reprint the other print jobs that
are waiting the queue. What should you do?
A. Instruct the user to select Pause printing on the
printer menu in the print queue.
B. Remotely stop and restart the Print Spooler service
on the user's computer.
C. Remotely stop and restart the Workstation service
on the user's computer.
D. Instruct the user to delete and re-create the local
printer object in Windows Explorer
Answer: B
Question No: 2
You are a desktop support technician for Abc .com. A
user has a printer attached locally to her Windows XP
Professional client computer. The user reports that
the printer is not working properly, When she prints
a one-page Word document, the printer produces several
pages, each with one line of random characters, The
user states that the printer is new, and that she installed
a printer driver from the manufacturer's Web site. You
need to ensure that the user's printer works properly.
What should you do?
A. Instruct the user to install the Windows XP-compatible
printer driver that was supplied with the printer.
B. Instruct the user to modify the printer's properties
in Windows so that the print mode is set to Raw.
C. Remotely stop and restart the Print Spooler service
on the user's computer.
D. Remotely use System Restore on the user's computer
to roll back to System Restore point prior to the printer
driver installation.
Answer: A
Question No: 3
You are the help desk support staff for a house ware
manufacturer who uses WinXP as the mainstream desktop
OS. A user who mainly uses a portable computer complains
that, after he came back from an appointment, the battery
is out of power. What should you recommend him to do?
A. enable Hibernation
B. enable Accessibility
C. enable Fault Tolerance
D. enable WDM
E. enable WSH
Answer: A
Explanation: When your computer hibernates, it saves
the current system state to your hard disk, and then
your computer shuts down. When you restart the computer
after it has been hibernating, it will return to its
previous state. Restarting to the previous state includes
automatically restarting any programs that were running
when it went into Hibernate mode, and it will even restore
any network connections that were active at the time.
To configure your computer to use Hibernate mode, you
use the Power Options program in Control Panel. Select
the Hibernate tab in the Power Options Properties dialog
box, and then select the Enable Hibernate Support check
box.
Question No: 4
You are the help desk support staff for a house ware
manufacturer who uses WinXP as the mainstream desktop
OS. A user who mainly uses a portable computer complains
that, after he came back from an appointment, the battery
is out of power. He had configured the portable computer
to auto sleep in 5 minutes. What should you recommend
him to do?
A. set the scheduled task to go idle later
B. set the scheduled task to go idle sooner
C. set the scheduled task to never go idle
D. disable auto sleep
Answer: A
Explanation: Windows 2000/XP saves scheduled tasks in
the Scheduled Tasks folder, which is in Control Panel
in My Computer. In addition, you can access Scheduled
Tasks on another computer by browsing that computer's
resources using My Network Places. This allows you to
move tasks from one computer to another. For example,
you can create task files for maintenance and then add
them to a user's computer as needed.
Use Task Scheduler to
Run maintenance utilities at specific intervals.
Run programs when less demand exists for computer resources.
When it goes idle, it will not function as expected.
Question No: 5
You are the help desk support staff for Abc .com. Abc
.com uses WinXP as the mainstream desktop OS. There
are two groups of users in your network, with one for
Accounting Staffs and one for Managers. They all need
to use the network printer. The managers complain that
the accounting employees always occupy the printer.
They want to be able to print first. How many printers
should you create to handle this situation?
A. one
B. two
C. as many as possible
D. as few as possible
Answer: B
Explanation: Setting priorities between printers makes
it possible to set priorities between groups of documents
that all print on the same print device. Multiple printers
point to the same print device, which allows users to
send critical documents to a high priority printer and
noncritical documents to a lower-priority printer. The
critical documents always print first. Consider the
following two methods to set priorities between printers:
Point two or more printers to the same print device-that
is, the same port. The port can be either a physical
port on the print server or a port that points to a
network-interface print device.
Set a different priority for each printer that is connected
to the print device, and then have different groups
of users print to different printers, or have users
send different types of documents to different printers.
Question No: 6
You are the help desk support staff for Abc .com. Abc
.com uses WinXP as the mainstream desktop OS. There
are two groups of users in your network, with one for
Accounting Staffs and one for Managers. They all need
to use the network printer. The managers complain that
the accounting employees always occupy the printer.
They want to be able to print first. What priority value
should be given to the managers?
A. 100.
B. 99
C. 1
D. 0
Answer: B
Explanation: Setting priorities between printers makes
it possible to set priorities between groups of documents
that all print on the same print device. Multiple printers
point to the same print device, which allows users to
send critical documents to a high priority printer and
noncritical documents to a lower-priority printer. The
critical documents always print first. Consider the
following two methods to set priorities between printers:
Point two or more printers to the same print device-that
is, the same port. The port can be either a physical
port on the print server or a port that points to a
network-interface print device.
Set a different priority for each printer that is connected
to the print device, and then have different groups
of users print to different printers, or have users
send different types of documents to different printers.
Question No: 7
You are the help desk support staff for Abc .com. Abc
.com uses WinXP as the mainstream desktop OS. There
are two groups of users in your network, with one for
Accounting Staffs and one for General users. They all
need to use the network printer. The accounting staffs
need to print the company's monthly reports. This is
a task that is very time-consuming. What should you
do?
A. Configure the time the printer is available to the
accounting users
B. Configure the time the printer is available to users
other than the accounting users
C. Configure the printer priority of the accounting
users
D. Configure the printer priority of the users other
than the accounting users
Answer: A
Explanation: You can control print jobs by setting the
notification, priority, and printing time. To perform
these document management tasks, you must have the Manage
Documents permission for the appropriate printer. You
set the notification, priority, and printing time for
a document on the General tab of the Properties dialog
box for the document. To open the Properties dialog
box for one or more documents, first select the documents
in the printer's window, click the Document menu, and
then click Properties.
Question No: 8
You are the help desk support staff for Abc .com. Abc
.com uses WinXP as the mainstream desktop OS. There
are two groups of users in your network, with one for
Accounting Staffs and one for General users. They all
need to use the network printer. When specifying the
network printer to use using name, what format should
be used?
A. \print_serverprinter_name
B. //print_serverprinter_name
C. \print_server:printer_name
D. \print_server,printer_name
Answer: A
Explanation: You can use the UNC name (\\print_server\printer_name.
to make connections. UNC is something that has been
with the Windows family for a decade.
Question No: 9
You are the help desk support staff for Abc .com. Abc
.com uses WinXP as the mainstream desktop OS. From the
computer clientX you want to connect to a remote file
server and fails by using the server's host name. Things
work fine using IP address though. What problem could
it be?
A. DNS problem
B. DHCP problem
C. Active Directory problem
D. WINS problem
Answer: A
Explanation: If things work only by IP address but not
by names, this has to be a name resolution problem.
The DNS database is indexed by name; therefore, each
domain must have a name. As you add domains to the hierarchy,
the name of the parent domain is appended to its child
domain (called a subdomain.. Consequently, a domain's
name identifies its position in the hierarchy.
Question No: 10
You are the help desk support staff for a house ware
manufacturer who uses WinXP as the mainstream desktop
OS. You have configured your WinXP computer to use ASR.
What does ASR stand for?
A. Automated System Recovery
B. Automatic Software Recovery
C. Automated Software Recovery
D. Asymmetric System Recovery
Answer: A
Explanation: ASR = Automated System Recovery. According
to the Microsoft KB: The Automated System Recovery (ASR.
feature enables users to create a set of floppy disks
that can be used to automate the process of recovering
a failed system.
Question No: 11
You are the help desk support staff for a house ware
manufacturer who uses WinXP as the mainstream desktop
OS. You have configured your WinXP computer to use ASR.
A software program is installed, and after this the
computer starts to behave strangely. What should you
do?
A. Use ASR for recovery
B. Use RIS to CK apply the image
C. Use ASR to CK apply the ghost image
D. Use the ERD to repair the system.
E. Use the Last Known Good Configuration when reboot
Answer: A
Explanation: ASR = Automated System Recovery. According
to the Microsoft KB: The Automated System Recovery (ASR.
feature enables users to create a set of floppy disks
that can be used to automate the process of recovering
a failed system.
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