Microsoft Desktop Trouble Shooting Test Prep 70-272

32 Questions | Total Attempts: 38

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Questions and Answers
  • 1. 
    You work for an ISP and receive a call from a client stating that she has not been able to retrieve her e-mail all morning. You check the network servers and everything is working on your end. Which of the following questions could you ask the user that would most likely yield results in this situation? Pick three.
    • A. 

      When was the last time you installed new hardware?

    • B. 

      How long have you been a subscriber with us?

    • C. 

      Have you recently installed or switched over to a new e-mail client?

    • D. 

      Have you opened any suspicious attachments?

    • E. 

      When did you last clean up the computer with Disk Cleanup?

  • 2. 
    Which of the following are tasks you would encourage an average home-based end user to do on his own to maintain and support his own computer? Choose all that apply.
    • A. 

      Use Disk Defragmenter monthly.

    • B. 

      Access TechNet when in need of technical support and follow the directions to solve problems on his own.

    • C. 

      Use Disk Cleanup weekly.

    • D. 

      Use Scheduled Tasks to schedule Disk Cleanup to run regularly.

    • E. 

      Access the Help and Support Center for how-to articles and to per-form specific tasks. f. Enable System Restore and keep it enabled.

  • 3. 
    You are an architect who creates blueprints for clients all over the world, so you use the metric system instead of the U.S. system of measurement. Your company handles all other communications, including billing. Your regional settings are configured to use the English (United States) standard. Which of the following is the best option for changing the default system of measurement on your computer from U.S. to metric?
    • A. 

      Change the default regional options for standards and formats to English (Canada). Canada is the nearest country that uses the metric system.

    • B. 

      Change the default regional options for standards and formats to English (United Kingdom). The United Kingdom uses the metric system and many of your clients live there.

    • C. 

      Keep the English (United States) setting, but customize the measurement system to use the metric system. Don’t make any other changes.

    • D. 

      Install a metric keyboard.

  • 4. 
    After configuring Folder Options, you notice you can no longer switch to Category view in Control Panel. What must you do to resolve this problem?
    • A. 

      Clear the Use Windows Classic Folders check box in the Folder Options dialog box.

    • B. 

      Select the Use Windows Classic Folders in the Folder Options dialog box.

    • C. 

      In Control Panel, click View, select Choose Details, and select the Show Tasks check box.

    • D. 

      In Control Panel, select the View tab, select Choose Details, and clear the Hide Task Options check box.

  • 5. 
    You want to have as few items as possible on the taskbar. Which of the following items can easily be removed from the taskbar? (Choose all that apply.
    • A. 

      The Start button

    • B. 

      The system clock

    • C. 

      The notification area

    • D. 

      Quick Launch items

    • E. 

      Inactive icons in the notification area

  • 6. 
    There are many ways to access the Folder Options dialog box. Which of the following are valid examples?
    • A. 

      In Windows Explorer, from the Tools menu, select Folder Options

    • B. 

      In the My Documents folder, from the Tools menu, select Folder Options

    • C. 

      In Control Panel, open Folder Options.

    • D. 

      In My Computer, from the Tools menu, select Folder Options.

    • E. 

      From the All Programs list, under Accessories, select Folder Options.

  • 7. 
    A user has multiple languages configured on her laptop and needs access to the Language Bar quite often. However, she does not want the Language Bar to continually be open, taking up space on the taskbar. What can you tell the user to do? Select the best answer.
    • A. 

      In Regional And Language Options, remove and reinstall the languages each time she needs them.

    • B. 

      In the Text Services And Input Languages dialog box, select the Turn Off Advanced Text Services check box.

    • C. 

      Add the Language Bar to the taskbar only when it’s needed by right-clicking the taskbar, pointing to Toolbars, and choosing Language Bar.

    • D. 

      None of the above. When multiple languages are configured, the Language Bar is always on the taskbar

  • 8. 
    Which of the following allows you to open a file with an unknown file type? (Each choice offers a complete solution. Choose two.)
    • A. 

      Install the application used to create the file, and then open the file in that program.

    • B. 

      Register the file type in the Folder Options dialog box and associate it with a program already installed on the computer that has the capability to open the file.

    • C. 

      Use the Web to determine which programs can be used to open the file.

    • D. 

      Register the file type and let Windows choose a program to open the file with.

  • 9. 
    Which of the following troubleshooting tools included with Windows XP should be used to repair problems related to missing protected system files?
    • A. 

      Msconfig

    • B. 

      Msinfo32

    • C. 

      Chkdsk

    • D. 

      Disk Defragmenter

    • E. 

      SFC /Scannow

  • 10. 
    A user has a POP3 e-mail account from an ISP and he reports he cannot send e-mail. He can receive e-mail. Which of the following is most likely the problem?
    • A. 

      The Mail Account name in the Internet E-Mail Settings dialog box (accessed by clicking More Settings in the E-Mail Accounts dialog box) has a typographical error.

    • B. 

      The SMTP server name is incorrectly configured in the user’s e-mail settings.

    • C. 

      The ISP’s POP3 mail server is down.

    • D. 

      The user has not typed in the correct password.

  • 11. 
    A client who has been using Outlook Express has recently installed the Microsoft Office System. He reports that when he opened Outlook for the first time, he tried to create an e-mail account, but as the procedure progressed, he got confused and clicked Cancel in the remaining dialog boxes instead of working through them. He now reports that he can send and receive e-mail, but he can’t access his address book and he can’t locate his old mail messages. What should you tell the user to do?
    • A. 

      Uninstall and reinstall Outlook 2003. After the application has been reinstalled, tell him to call back and you’ll walk him through the procedure.

    • B. 

      Delete the existing account using the E-Mail Accounts Wizard. Re-create the account using the same wizard, and follow the prompts for importing the address book and mail messages.

    • C. 

      From the Tools menu, select Address Book. In the Address Book window, click File, and click Import And Export. Import the address book used for Outlook Express.

    • D. 

      Open Outlook and, from the File menu, select Import And Export. Work through the Import and Export Wizard to import both mail messages and the address book.

  • 12. 
    A user reports she received an error message from the company’s e-mail server. The message stated that she has met her quota for space on the server and needs to delete some of the e-mail she has stored there. She informs you she has deleted some unnecessary folders from Outlook, reduced the items in her Sent Items folder, and emptied the Deleted Items folder. She wants help configuring the computer so she does not receive these messages in the future. Which of the following applications or utilities is the best choice for configuring her computer?
    • A. 

      AutoArchive

    • B. 

      Mailbox Cleanup

    • C. 

      Junk E-Mail

    • D. 

      Macros

  • 13. 
    A user reports he set up AutoArchive in Outlook 2003 to permanently delete items that are two weeks old, no matter what folder they are in. However, the items are not being deleted after 14 days but instead are being deleted every 21 days. What is the likely cause of this?
    • A. 

      A retention policy has been set by network administrators.

    • B. 

      The deleted items have been moved to the junk e-mail folder.

    • C. 

      The settings configured in Mailbox Cleanup conflict with the settings configured in AutoArchive. Mailbox Cleanup has priority when conflicts arise.

    • D. 

      AutoArchive has been disabled because there is less than 200 MB of free space on the computer hard disk.

  • 14. 
    A user reports she configured specific fonts to use when composing a new message, when replying and forwarding messages, and when using stationery. However, each time she composes a message or replies or for-wards one, the same font is always used. It’s the 12-point Courier New font that she configured for composing and reading plain text. When she closes the Fonts dialog box, she selects the Always Use My Fonts check box, but she still can only compose e-mail using 12-point Courier New. What is the cause of the problem?
    • A. 

      The fonts chosen for new mail, for replying, and for forwarding are not installed on the computer or are corrupt. Reinstall the fonts.

    • B. 

      The display settings on the computer are set to 800 by 600 pixels. Reconfigure the display settings to 1024 by 768.

    • C. 

      The mail format settings are configured to compose messages in plaintext. Configure this to use HTML or rich text.

    • D. 

      The advanced settings for Internet Format (on the Mail Format tab of the Options dialog box) are set to encode attachments in UUENCODE format when sending a plaintext message.

  • 15. 
    A user has set up Internet Connection Sharing on a host computer that runs Windows XP, but is experiencing problems with his clients being able to connect to both the Internet and other computers on the network. Which of the following items could be the cause of the problems? Select all that apply.
    • A. 

      There is a DHCP server on the network.

    • B. 

      There is a DNS server on the network.

    • C. 

      There are computers on the network with static IP addresses.

    • D. 

      There is a Windows 2000 server on the network.

  • 16. 
    You are troubleshooting a connectivity problem on a small home-office workgroup that includes four computers connected through an Ethernet hub. The user at Computer1 cannot access any workgroup resources but is able to access the shared printer connected directly to her computer; the other three computers can access all workgroup resources except for resources on Computer1, including the shared printer. What is most likely the problem
    • A. 

      APIPA is in use.

    • B. 

      The network bridge is corrupt.

    • C. 

      The configured DNS server is not available.

    • D. 

      The Ethernet cable on Computer1 is disconnected from the NIC or the hub.

  • 17. 
    After using the command Ipconfig /All, the following results are given: IP Address………192.168.0.5 Subnet Mask…….255.255.255.255 Default Gateway…………192.168.0.7
  • 18. 
    You are troubleshooting a network connectivity problem for a workgroup containing 12 computers. One of the computers cannot access network resources. After verifying the physical connections are good, that the NIC light is on and the NIC produces no errors in Device Manager, and that the computer name and workgroup name are correct in System Proper-ties, you still can’t solve the problem. What should you try next?
    • A. 

      Remove two of the computers from the workgroup; workgroups can only have 10 or fewer computers connected.

    • B. 

      Open Network Connections and try to repair the connection.

    • C. 

      Re-create the network connection.

    • D. 

      Configure the workgroup to use APIPA.

  • 19. 
    A user has recently purchased a high-end PDA and wants to connect it to his Windows 98 computer. He has verified that the PDA software is com€patible with Windows 98. He has several ports in the back of his com€puter and does not know to which port he should connect it. The PDA comes with a serial connection cable, a USB connection cable, and a FireWire connection cable. What connection will almost certainly work, what connection is more desirable, and what connection is unlikely to be an option (in that order)?
    • A. 

      USB, FireWire, serial

    • B. 

      FireWire, serial, USB

    • C. 

      Serial, USB, FireWire

    • D. 

      USB, serial, FireWire

    • E. 

      Serial, FireWire, USB

  • 20. 
    The company you work for hires quite a few temporary workers, and those workers need access to workgroup computers to perform their jobs. These employees are added to the default Users group when they are hired. Because they are members of the Users group, they have Read and Execute, List Folder Contents, and Read permissions by default. However, these users also need to be able to write data to the folders to which they have access. What’s the best way to make this change without giving the users too much access?
    • A. 

      Add all new users to the Power Users group.

    • B. 

      Stop assigning NTFS permissions and assign the Read and Change share permissions.

    • C. 

      For the Users group on each share, assign the NTFS Write permission.

    • D. 

      Stop assigning NTFS permissions and assign the Full Control share permission.

  • 21. 
    A user’s Windows 2000 Professional computer was recently upgraded to Windows XP Professional. A member of the Users group reports she can no longer run the legacy applications necessary to perform her job. You’ve looked for a newer version of the application, but cannot find one. The user is a Microsoft Certified Desktop Technician and a Microsoft Certified Professional, and has been with the company for many years, so you feel she’s competent and will pose no threat if given extra leniency. You need to allow this user to run her legacy application. What’s the best course of action?
    • A. 

      Move this end user from the Users group to the Power Users group.

    • B. 

      Decrease the default security settings for all members of the Users group.

    • C. 

      Purchase a new program that is Microsoft certified and train the users in the company to use it. Uninstall the legacy application.

    • D. 

      Move this end user from the Users group to the Administrators group.

  • 22. 
    A user named John is a member of several groups in a domain: the Research Group, the Marketing Group, and the Support Group. Each group he belongs to has access to a different set of folders and data. However, one folder named Help and Support is shared so that all users in the company can access it, although some users have more access than others. John’s group membership and the permissions assigned to the Help and Support folder for each group are listed here. What is John’s effective permission for the folder? Group Share Permissions NTFS Permissions Research Read and Change Read, Write, List Folder Contents, Read and Execute Marketing Read Read, Read and Execute Support Full Control Modify, Read and Execute, List Folder Contents, Read, Write
    • A. 

      Read

    • B. 

      Write

    • C. 

      Modify

    • D. 

      Full Control

  • 23. 
    A Windows XP Professional user reports she is unable to access the Add/ Remove Programs icon in Control Panel. What is most likely the problem?
    • A. 

      The Windows XP installation is corrupt.

    • B. 

      A group policy is in place that prevents access.

    • C. 

      The antivirus program is restricting access.

    • D. 

      There are no programs to add or remove.

    • E. 

      The user is not logged on as an administrator.

  • 24. 
    Select all of the ways the Group Policy console can be accessed.
    • A. 

      Type gpedit.msc at the Run line.

    • B. 

      Open the Group Policy console from Administrative Tools.

    • C. 

      Open Group Policy from Control Panel, using the Group Policy icon.

    • D. 

      Open Group Policy by choosing Start, pointing to All Programs, pointing to Accessories, pointing to System Tools, and selecting Group Policy.

  • 25. 
    An end user reports that although he was able to install Windows Update files when he first purchased his computer two years ago, he is now unable to install Service Pack 1 or 2. After a quick check, you discover that Windows Update is enabled in System Properties, and is configured to automatically download updates. You verify that the user can down-load Service Pack 1 but cannot install it. What is most likely the problem?
    • A. 

      The user has an unlicensed copy of Windows XP.

    • B. 

      The user is running Windows XP Home Edition and needs to upgrade to Windows XP Professional Edition.

    • C. 

      The user needs to register Windows XP with Microsoft.

    • D. 

      The user needs to activate Windows XP with Microsoft.

    • E. 

      Windows Update determined after scanning the computer that the user doesn’t need to install the service packs.

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