General Troubleshooting

Question 1 / 11

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1. T or F After you clear the IE cache you need to close the current browser window and reopen?

True

False

About This Quiz

This is a simple test to help test your general troubleshooting knowledge.

2. What first name or nickname would you like us to use?

You may optionally provide this to label your report, leaderboard, or certificate.

2. If you need to change the home page, where do you go to do this?

Cmd

Internet options

Properties for my computer

Printers and Faxes

3. Why is it important to determine the exact behavior when IE is unable to do what the user is requesting (e.g. open a webpage, go to the Home Page, open new windows, etc.)?

To make our calls last longer

Because it is in the KB to do so

Because knowledge is power

4. When typing in the home page in IE you must include the https:// or https://...?

Only if the site is a secure site (e.g. https)

When told to

N any instance

Only when the user asks you to

5. User calls in stating that the internet is down because when opening Internet Explorer they get a message saying the "Page cannot be found". What should we do first to verify if this is the case?

Advise the user that if the internet was indeed down that their phone would not function to call it in

Ask the user if they have tried another site such as Google or Yahoo!?

Attempt to remote into the user’s computer

Have the user reboot their PC because we know this solves a multitude of problems

6. A user goes to a website, like MapQuest; they are told that they need to upgrade their browser. An investigation of their browser version reveals they are on IE8 and the Set UAString option is not showing under their Tools menu. Why are they getting the message and how do you resolve it?

The browser is corrupt and must be uninstalled/reinstalled

The cause or solution doesn’t matter because they shouldn’t be going to non-SK sites in the first place

7. Select two ways you are able to navigate to Internet Options.

Control Panel

In IE selecting the tools tab

My Computer

DMy Network Places

Submit

8. Select two methods of changing the home page for IE to the Google Home Page.

Navigate to the page then click Set as Home Page on the site page

Internet options  Type in the address in then click Apply>OK

Route to the PC Depot for reimage

Navigate to the page then click Tools>Internet Options>Use Current>Apply>OK

Submit

9. If the user clicks on a link that should open in a new window (e.g. Q2C, CWT, WAW, etc.) and a white "popup" window shows up with the URL showing on the tab and not the in the address bar and never loads, what should you do?

Clear IE Cache

Uninstall/Reinstall IE 8

Clear Java Cache

Restart the Computer

10. When you do a cache clear for IE what all options should you select?

Temporary Internet Files

History

Form Data

Passwords

InPrivate Filtering data

Submit

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