Helpdesk Question & Answers

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27) What is mean by active x control? Answer: ActiveX control is a control using Microsoft ActiveX technologies. An ActiveX control can be automatically downloaded and executed by a Web browser. ActiveX is not a programming language, but rather a set of rules for how applications should share information. Ans: ActiveX control is nothing but Software components from Microsoft, which is used to enable the sound, Java applets and animations to be integrated in a Web page. ActiveX controls have full access to the Windows operating system.

1) I launch IE and i get a message telling me that my active x controls are disabled. How do i re-enable them? Answer: IE tools from menu bar -> internet options - advanced tab - >security ---> follow on question ----> if the button to customize the active x control is grayed out. 2) Why may this be (above one)? Answer: There may be a local machine or domain policy in place to disable any active x controls or insufficient permission to change. 3) Where do you enter the details for automatic configuration scripts in IE? Answer: IE-> tools from menu bar -> options -> connections tab-> settings 4) My excel starts up, starts loading the plug-ins and freezes. How would you go about fixing this? Answer: Press windows key + r to bring up the run dialog - or start then -> run type: excel /safe if excel starts in safe mode, then you can go through the administrative parts of the program to try and make necessary changes remove or disable plug-in which causes the problem. Once done, exit excel and reboot the system then try running excel normally. Here is a good web site for excel i found helpful - > bo's excel tips & tricks page 6 5) If my blackberry stopped receiving emails, how would you go about resolving this? Question to person asking question? Are we using the redirector or blackberry enterprise server or is there another service being used to relay messages? Answers: If redirector - verify the service is started on the machine that is setup to forward messages to the clients if black berry enterprise server - verify all services on the for the black berry enterprise server are started and running - verify also all other clients are not getting messages - the server may just need to be restarted or rebooted... If this is an outside service verify there are not service outages or problems with the outside service provider if no problems with the outside provider it could be some other changes to the account settings for the client have changed in some way. 6) What percentage of importance would you say customer service skills and technical skills have? Answer: 100% all the time they are equally important and essential in customer satisfaction and job performance.

7) How else (other than joining a pc to the domain) can i get the machine name in the domain? Answer: ipconfig /all will display the host name - see explanation for - get Mac address for machine.

8) My .pst is corrupt and cannot be repaired, what do you do? Answer: If “scanpst.exe” (C:\Program Files\Microsoft Office\Office12) does not work from outlook then there are some low cost 3rd party utilities that i have used to repair a corrupted pst - I would research and use one of these utilities to fix the problem. 9) Name another way of joining a pc to domain? Answer: Right click on my computer - then properties - select the computer name tab – Select Radio Button Option i.e. Domain – Enter Domain name exp-abc.com – save. 25) A manager cannot print to network printer but all other users can, what do you do? Answer:- Ask him to check of the printer is grayed out - or offline - to do this right go to start then printers and faxes - click on printer to highlight - right click - verify printer is online and set for the default printer. 10) What the printer registry file name? Answer: Printer’s additional answers: area used before printing actual print job? is spooler where jobs are spooled to the disk device before printing - server work spool locations can be found in the
registry at hkey local machine -> system -> current control set -> control -> - print defaultspooldirectory - this is where the key can be modified to change the print spooler to

another disk drive or location - if needed, for performance issues or disk space issues. 11) Which is the service used to print the jobs? Answer: Print spooler - if no one can print to any job - check the print spooler and verify it is running to do this go to start then run type the following in the run command line services.msc - then look for the print spooler service - if it states running and no one can print try stopping and restarting the service chances are it is hung up... 12) Name 4 reasons why a user might not be able to logon to the network? Answers: 1: verify TCP/IP settings are correct - >computer may not have the same tcp/ip address as the current network to log on to - make sure you can ping the domain controller by name and IP address also verify that you can ping the gateway address of the router.

2: check account could be locked out, disabled or password changed also check to be sure computer account is not disabled. 3: verify tcp ip stack is working - ping 127.0.0.1 also verifies network cable is plugged in and port is active. 4: verify there is not port security setup on switch this could stop a computer from logging on to the network if it was moved from one location to another. 13) A user has a laptop that runs fast on the network (at work) but slow at home? Explain what could be the problem? Answer: The computer may be attempting to use resources or map resources that have been allocated or supplied by the domain - this could include any set policies for a machine or user. - tell the client to connect to the VPN and then see if the problem remains the same... 14) what could be the cause of an error stating that ntldr is missing when trying to boot? Answer: check to verify the system is not attemptint to boot from another device - like a floppy or cd - if this is not the case - it could be a defective boot partition, bad disk boot sector or virus has attacked the boot sector usually track 0 of the hard drive... 15) What is the difference between a .PST file and an .OST file? Answer: The difference between an .ost file and a set of .pst files is that the .ost file starts as a mirror image of your folders on the Exchange Server, and works in conjunction with the Exchange Serve during synchronization. A set of .pst files, on the other hand, is simply a storage location on your hard disk or a server other than the Exchange Server. When you work offline, you can add, delete, and modify the contents of an .ost file exactly as you would with a folder on a server. For example, you can change and move items in your offline Inbox, send messages that are placed in your offline Outbox, and read your offline public folders. In the meantime, information on the server is still processing. You continue to receive new messages in your mailbox while other users can add, delete, and change items in public folders. However, you are not be aware of these changes on the server until you connect to the network. When you need to update the contents of the .ost file and its corresponding server folder so that they are identical, you synchronize the folders, and then continue to work offline. In Outlook 2002, this is done through Send/Receive Groups. Synchronization connects to the server through Dial-Up Networking, copy the changes made in each folder to the other folder, and then disconnect. An item that you delete from either the .ost file or the corresponding server folder is deleted from both after synchronization

An OST file (.ost) is an offline folder file in Microsoft Outlook. Offline folders make it possible for the user to work offline and then to synchronize changes with the Exchange server the next time they connect. The ability to work offline is useful in environments with limited or unreliable connectivity....A PST file is a personal folder file in Microsoft Outlook. In Outlook, the storage limit for a single user's .PST file is 2 GB. PST stands for personal storage...in this case the PST file is simply stored on the client or a server other than the Exchange server 16) How would you obtain the Mac address from a machine? Answer: Go to start the run type in the command line - cmd - this will bring to to a dos prompt on the dos command prompt type in the following command ipconfig /all - this will show you the Mac address for the machine and some other important ip information. 17) A blackberry user is abroad and is not receiving e-mails; he notices that he has gprs in lowercase on his device. What can be done to fix this problem? Answer: From what i see on research it could be the service is not working correctly or possibly blocked by a firewall, it could even be the firmware on the device needs to be upgraded. I would contact the service provider to completely verify the error on this device. 18) Name 5 reasons why a user might not be able to logon to the network? Ans: Network is down Login/Password are incorrect User has been blocked Internet connection is down Modem/Router need to be power cycled 1) Caps lock is on. (This is a very common mistake) 2) Incorrect/forgotten userid or password 3) Account is disabled or locked (various reasons, including too many failed login attempts) 4) Network unavailable (account cannot be authenticated) 5) harware or software error 19) Explain how dhcp works? answer: dhcp assigns a client an ip address from a range of selected allocated addresses configured on the dhcp server - when a pc, client or device needs an ip address on the network it sends out an dhcpdiscover broadcast to find a dchp server the dhcp server the authoritive dhcp server for the network will then sends back to the client the dhcpoffer back to the client. - (if there are more than one dhcp server on a network then it is the first offer back to the client the client accepts the

ip address) to see what dhcp server assigned the dhcp address to the client - command line ipconfig / all here is the long version - article - Microsoft corporation How does dhcp work? Answer: For dhcp to work properly, you must have at least one dhcp server and one dhcp client on your network. You'll also need a range of TCP/IP addresses to assign, as well as the gateway addresses and your subnet mask. Fortunately, Windows NT comes with dhcp support as part of its available services. Most of the workstations on your system probably already support dhcp. Dhcp support also comes as part of Windows 95 and 98, os/2 warp 4, macos 7.x and 8.x, and linux. You can even employ dhcp support on windows 3.11 for workgroups workstations. During start-up, a dhcp client workstation gets its tcp/ip addressing information from the server. Keep in mind that this address isn't permanent; the dhcp server simply gives the client an address "lease" that can expire and must be renewed on a regular basis. Your workstation obtains and maintains its address leases through several handshaking phases known as states. The workstation dhcp states include: • initialization • selection • requesting • binding • renewal • rebinding during initialization, the client boots normally until it needs a TCP/IP address. The client then loads an empty TCP/IP address and broadcasts a dhcpdiscover packet across the network. The dhcpdiscover packet contains the workstation's name and media access control (mac) address and can also contain the last TCP/IP address the client obtained from the server. With this information, the server may be able to give the client the same address it received on its last request. When an active dhcp server hears the dhcpdiscover packet, the selection state begins. The server reserves an address from its list and broadcasts a response to the workstation. The response, called a dhcpoffer packet, contains a proposed TCP/IP address for the workstation along with the workstation's mac address, subnet mask information, length of lease, and the TCP/IP address of the dhcp server making the offer. Note: just as a workstation does with the dhcpdiscover packet, a dhcp server must broadcast over the network to reach the requesting client. Both systems must start with mass broadcasts because TCP/IP isn't configured yet on the client to allow point-to-point communication. If the client doesn't receive a dhcpoffer packet at startup, it tries up to four more times over a five-minute period. The four retries occur randomly but are based on a loose pattern. The client retries each of the four attempts at 2-, 4-, 8-, and 16second intervals with a random time between 0 and 1000 milliseconds tacked on to each try. If the workstation never receives a response, it waits five minutes and the process begins again. After the client receives a dhcpoffer packet, the requesting state begins. The client generates a dhcprequest packet, which accepts the TCP/IP address offered by the server that issued the

dhcpoffer packet. The dhcprequest packet includes the tcp/ip address of the server that provided the client address. If the client needs any additional configuration information, such as a default gateway, wins, or dns addresses, it includes the request in the packet. If you have more than one dhcp server on your network, your client may receive more than one dhcpoffer packet. If this happens, the client will choose one of the offers and discard the rest. (The client typically selects the first offer received, but this is not always the case.) To wrap up the requesting state, the client issues a mass broadcast of the dhcprequest packet. All dhcp servers on the network receive the packet and compare its server address information to their own address. If the server's address doesn't match the one in the packet, then the server releases the address it had reserved for the client in its own specific dhcpoffer packet. If a server finds its own tcp/ip address in the dhcprequest packet, it responds to the client with a dhcpack packet. This packet contains the lease for the client as well as additional information the client requested. When the client receives the dhcpack packet, it begins the binding phase by binding the assigned address to the tcp/ip protocol running on its network card and then finishes booting. At this point, the client can communicate on the network using tcp/ip. The client keeps the tcp/ip address assigned to it for the length of its lease which you can adjust, or until you manually shut it off. If you keep the client running continually, it will eventually reach the end of its lease period. When the client reaches 50 percent of its assigned lease time, it will enter the renewal phase. The client sends a dhcprequest packet directly to the server that gave it its tcp/ip address. The dhcp server renews the lease and sends back a dhcpack packet, which contains the new lease and any configuration information that may have changed since the initial lease. If the client can't communicate with the server that granted its lease, it will display an error but continue to operate normally. When 87.5 percent of the client's lease time expires, the client begins to panic and enters the rebinding phase. During the rebinding phase, the client begins broadcasting dhcprequest packets across the network to any dhcp server that will respond to it. The current dhcp server may respond with a dhcpack packet that allows the client to continue using the address it was assigned initially. Or it may send a dhcpnak packet, which forces the client to reinitialize tcp/ip and obtain a new tcp/ip address and lease. If it accepts the dhcpnak packet, the client begins the whole process again at the initialization phase. If the client can't reach a dhcp server by the time its lease expires, it must stop using its assigned tcp/ip address. At this point, it can no longer communicate with other workstations on the network using tcp/ip. However, it can enter the initialization phase again and start broadcasting dhcprequest packets in an attempt to get a new lease. 20) A user can log on to the network but has no internet connection? Explain what could be the problem. Answer: There could be a security policy in place to stop that user from getting access to the internet you can check the policy's applied to the computer by typing on the start run command line rsop.msc(Resultant Set Of policy), It is also possible the client machine does not have the correct gateway address configured.

If you can access the internet web pages by IP and not by name it is possible DNS is not working correctly, try to ping the known gateway address of the network router if successfully then try to ping 4.2.2.2 this is an internet address.

21) Explain what TCP/IP is and how it works? Answer: TCP/IP by definition is a data transmission protocol suite used for transmitting data between computers and as the basis for standard protocols on the internet. Here is the web site for the long answer: Microsoft TCP/IP protocol comparison and faq 22) In word how would you alter auto recovery to save every 5min instead of every 10? Answer: wirelessly. Tools / other / save if a customer’s blackberry stopped syncing their calendar

What would you do? Answer: if all other wireless services are working - ie contacts and email then check sync settings and verify calendar is set to sync if a customer deleted a mail from his blackberry, but it did delete from his mailbox, how would you resolve this? the deputy equities manager demands access to a legal shared drive, as he does not have the correct permissions, it is late at night and you are the only one left in the office what would you do? follow on: if the decision makers are unreachable, what would you do? if the deputy equity manager tells you a multi-million pound contract depends on him getting access to this shared drive. 23) How do you set IP address using command prompt? Ans: Set IP address from CMD prompt : type cmd in run type following command in sequence like IP address, Subnet mask, Default Getway, DNS,Wins, ect... example : netsh interface ip set address name="Local Area Connection" static 192.168.1.2 255.255.255.0 192.168.1.1 here is the 192.168.1.2 is IP 255.255.255.0 is subnet mask and 192.168.1.1 is default getway

24) What is the difference between a UNC and drive mapping?

Ans: Drive mapping is the way by which Microsoft Windows and OS/2 associate a local drive letter (A through Z) with a shared storage area to another computer over a network whereas UNC, short for Universal Naming Convention or Uniform Naming Convention that specifies a common syntax to describe the location of a network resource, such as a shared file, directory, or printer. 26) What could be the cause of an error stating that NTLDR is missing when trying to boot? Ans: The most common reason for this error is when your PC is trying to boot from a hard drive or flash drive that is not properly configured to be booted from; in other words, it's trying to boot from a non-bootable source. This also would apply to media on an optical drive or floppy drive that you're trying to boot from. Other possible causes include corrupt and misconfigured files, hard drive and operating system upgrade issues, corrupt hard drive sectors, an outdated BIOS, and damaged or loose IDE cables. There are many causes to the error and some of the more common ones are that 1. Computer is booting from a non-bootable source. 2. Computer hard disk drive is not properly setup in BIOS. 3. You have a Corrupt NTLDR and/or NTDETECT.COM file. 4. There is a Miss configuration with the boot.ini file. Anyhow if you wish to fix the "NTLDR is missing" error then22) there are a couple of methods at your disposal. Firstly if you still have your Windows Boot Disk, then you can use that to help you repair the Error, you will simply have to insert the disc run the Recovery Console and enter in a few commands which may cure the problem (Visit The Link at the bottom which contains the exact procedure and commands to enter). If you don't have the Windows CD or lost it then you could create your own NTLDR boot Disk to get back into Windows and then Use windows to fix the boot files on the hard drive. It is a fairly complicated and tedious procedure that requires a lot of trial and error. I would only recommend it for advanced computer users who have considerable technical knowledge about windows and system files. If you would like to give it a try conduct a search on Google "How to create your own NTLDR boot Disk" and you should find a few tutorials that will guide you through the entire process. Just remember nothing is guaranteed and you may not fix your problem, also Unnecessary mishandling of the computer hardware or software could cause serious data loss and make your computer unusable in the future. The easiest and most effective way to fix the "NTLDR is Missing" error would be to obtain a decent professional software that is specifically designed to cure this problem. These programs will easily help you recover your missing Windows NTLDR File and restore your Computer back to its normal state with the click of a few buttons. It is probably your only safe option if you don't have a Windows CD and do not wish to re-format your entire hard drive, which you will end up costing you all of your precious data. 28) What is the file extension for an excel add-in file?

Answer - .xll - see : file extension .xll - excel add-in files - (for more information) In Windows 2003:- it’s .xls and in windows 2007:- it’s .xlsx file extension for excel file. 29) What is mean by Disk Cleanup? Ans: Disk Cleanup (cleanmgr.exe) is a computer maintenance utility used to free the disk space on a computer's hard drive. The utility first searches and analyzes the hard drive for files that are no longer of any use, and then removes the unnecessary files. There are a number of different file categories that Disk Cleanup targets when performing the initial disk analysis:
• • • • • • • •

Compression of old files Temporary Internet files Temporary Windows file Downloaded Program files Recycle Bin Removal of unused applications or optional Windows components Setup Log files Offline files

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