General Troubleshooting

1.

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

A.

Control Panel
B.

In IE selecting the tools tab
C.

My Computer
D.

DMy Network Places

Correct Answer(s)
A. Control Panel
B. In IE selecting the tools tab

2.

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

A.

Temporary Internet Files
B.

Cookies
C.

History
D.

Form Data
E.

Passwords
F.

InPrivate Filtering data

Correct Answer(s)
A. Temporary Internet Files
B. Cookies
C. History
D. Form Data

3.

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?

A.

Clear IE Cache
B.

Uninstall/Reinstall IE 8
C.

Clear Java Cache
D.

Restart the Computer

Correct Answer
B. Uninstall/Reinstall IE 8

4.

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

A.

Cmd
B.

Internet options
C.

Properties for my computer
D.

Printers and Faxes

Correct Answer
B. Internet options

5.

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

A.

True
B.

False

Correct Answer
A. True

6.

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

A.

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

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

Route to the PC Depot for reimage
D.

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

Correct Answer(s)
B. Internet options  Type in the address in then click Apply>OK
D. Navigate to the page then click Tools>Internet Options>Use Current>Apply>OK

7.

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

A.

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

When told to
C.

N any instance
D.

Only when the user asks you to

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

8.

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?

A.

The browser is corrupt and must be uninstalled/reinstalled
B.

The browser registry entry for the version is corrupt/missing and since we aren’t supposed to hack the registry except for certain documented fixes the PC will need to be sent for reimage
C.

The UAString is installed and set for IE6 but is disabled, probably due to an incomplete previous browser reset (i.e. the user’s addons were not re-enabled afterward). Go to Tools>Manage Addons, re-enable UAString [and any other obvious addons which may also be disabled] then close IE and reopen it. Then go to Tools>Set UAString and change to IE8>Reuse for New Windows and click OK then close IE have the user retry their previous actions
D.

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

Correct Answer
C. The UAString is installed and set for IE6 but is disabled, probably due to an incomplete previous browser reset (i.e. the user’s addons were not re-enabled afterward). Go to Tools>Manage Addons, re-enable UAString [and any other obvious addons which may also be disabled] then close IE and reopen it. Then go to Tools>Set UAString and change to IE8>Reuse for New Windows and click OK then close IE have the user retry their previous actions

9.

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?

A.

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

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

Attempt to remote into the user’s computer
D.

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

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

10.

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.)?

A.

To make our calls last longer
B.

Because it is in the KB to do so
C.

So that we understand the issue before doing any actual troubleshooting (it may not even have anything to do with the browser itself)
D.

Because knowledge is power

Correct Answer
C. So that we understand the issue before doing any actual troubleshooting (it may not even have anything to do with the browser itself)