GPT Help Desk Study Flashcards
Steps to troubleshooting
- Identify problem
- Create theory of possible cause
- Test the theory/theories to fix cause
- Verify Functionality
- Document, document, document
Application Crashes Frequently
✅ Check for Software updates
✅ Verify Compatibility
✅ View the Event logs in the event viewer
✅ Reinstall Application
A user cannot access the shared drive
✅ Check network connectivity
✅ Ensure user has permissions in AD
✅ Confirm the correct path is being used
User says no websites load in any browser. How do you troubleshoot it as an internet connection issue?
→ Check if the device is connected to Wi-Fi or Ethernet.
→ If connected, run (ipconfig /all) to check for valid IP, gateway, and DNS.
→ If IP is missing or incorrect, run (ipconfig /release) and (ipconfig /renew).
→ Try to ping the default gateway using (ping <gateway>) to test local network.
→ If successful, ping a public IP like (ping 8.8.8.8) to test external connectivity.
→ If that works, ping a domain like (ping google.com) to check DNS resolution.
→ If DNS fails, flush DNS using (ipconfig /flushdns) or try changing DNS servers.
→ If local pings fail, check physical connection, adapter status, or escalate to networking.</gateway>
What steps would you take if a user reports their internet browser is slow?
→ Try the site in a different browser or incognito mode.
→ If it works there, clear cache and cookies in the original browser.
→ If the issue persists, disable/remove extensions, then restart the browser.
→ Check if all websites are slow or just specific ones.
→ If all are slow, run a speed test.
→ If speed is fine, check Task Manager for high CPU, RAM, or disk usage.
→ If the browser is consuming too many resources and not responding, restart the browser—or the computer if needed.
→ If still unresolved, scan for malware and check for browser updates or corruption.
A user is unable to connect to Wi-Fi. What steps would you take to troubleshoot this?
→ First, check that Wi-Fi is enabled on the user’s device.
→ Verify they are connecting to the correct SSID and using the correct password.
→ Ask if other users or devices can connect to the same network.
- If no one can connect, escalate.
→ If it’s isolated to one user, have them forget the network and reconnect.
→ Toggle the Wi-Fi adapter off and on.
→ Restart the device.
→ If still not working, release and renew the IP using (ipconfig /release) and (ipconfig /renew).
→ If still failes, escalate to networking.
A user cannot access a specific website but can reach others. What might be causing this and how would you troubleshoot?
→ First, try the website in a different browser or incognito mode to rule out cache, cookies, or extensions.
→ If it works in another browser, clear the cache and cookies, disable extensions.
→ If that fails, ping the website to see if it resolves and responds.
→ If ping fails, flush DNS (ipconfig /flushdns) and renew IP (ipconfig /renew).
→ Check firewall or proxy settings to ensure the site isn’t blocked.
→ Test from another device or network to see if it’s a local issue.
A user gets an SSL certificate warning when visiting a secure website. What do you check?
→ Confirm the system date and time are correct.
→ Try accessing the site in a different browser.
→ If works, clear the browser cache, cookies, and possibly disable extensions or try restarting browser.
→ if fails, check for OS updates.
→ If it’s a company site, verify the certificate is not expired or misconfigured.
A user says they are being redirected to strange or unwanted websites. What’s likely happening and how do you fix it?
→ Likely browser hijacking or malware infection.
→ Run a malware scan immediately.
→ Check for unknown or suspicious extensions and remove them.
→ Reset browser settings to default.
→ Clear cache and cookies.
A browser keeps crashing on startup. What steps do you take?
→ Try launching the browser in safe/incognito mode.
→ If works, clear cache/cookies and disable extensions.
→ If fails, check for browser updates or reinstall the browser.
→ If crashing persists, check Event Viewer or run a malware scan.
A user forgot their password and is locked out. How do you help?
→ Verify the user’s identity per company policy.
→ In Active Directory (AD), search for the user account.
→ Unlock the account if it’s locked.
→ Reset the password and select “User must change password at next login” if required.
→ Provide the temp password securely and confirm they can log in.
A user says their password is correct, but they can’t log in. What do you check?
→ Confirm there are no typos or Caps Lock is on.
→ Ask if the user recently changed their password.
→ Check if the account is locked, disabled, or expired in Active Directory.
→ Verify the login domain is correct (especially if on a domain-joined PC).
→ If remote, ensure they are connected to VPN if required for authentication.
A user can’t log in after changing their password. What do you check?
→ Make sure they are using the updated password.
→ Confirm they are not using old saved credentials (auto-fill).
→ If on a laptop, check they are connected to the network or VPN.
→ Verify their account is not locked due to failed attempts.
→ Have them reboot and log in manually if syncing is delayed.
A user is repeatedly locked out after changing their password. What’s likely happening?
→ A saved password on another device (email client, phone, mapped drive, etc.) is causing the lockout.
→ Check Event Viewer or use AD lockout tools to trace the source.
→ Help the user update stored credentials on all devices.
→ Reset the password again if needed and confirm lockouts stop.
A user is connected to Wi-Fi but has no internet. What do you check?
→ Run (ipconfig /all) to check for valid IP and gateway.
→ Ping the default gateway to test internal network access.
→ If gateway ping fails, have the user reconnect to Wi-Fi or reset the adapter.
→ If ping works, test external access with (ping 8.8.8.8) and then (ping google.com).
→ If public IP works but DNS fails, flush DNS with (ipconfig /flushdns) or set a public DNS.
→ If no response at all, escalate to network team—could be DHCP or routing issue.
A user keeps getting disconnected from the network randomly. What steps do you take?
→ Check if the issue happens on Wi-Fi or wired.
→ If Wi-Fi, confirm signal strength and test from a different location.
→ Update or reinstall the network driver.
→ Check power settings and disable network adapter power-saving features.
→ Run (ping -t 8.8.8.8) to monitor for packet drops.
→ If issue continues, escalate for switch/AP port check or interference scan.
A user is reporting they can’t access network resources due to an IP conflict. How do you troubleshoot?
→ Run (ipconfig /all) to confirm the user’s current IP address and subnet mask.
→ Run (ping <IP>) to verify the conflict by pinging the problematic IP address.
→ Release and renew the IP using (ipconfig /release) and (ipconfig /renew).
→ If fails, escalate to networking</IP>
A user is unable to print. What steps do you take to troubleshoot?
→ Check the printer status: Printer showing as “Online.”
→ Confirm connected to the correct printer: Verify the default printer is selected.
→ Ping the printer’s IP address to check for network connectivity.
→ Check for any stuck print jobs in the print queue and clear if necessary.
→ Restart the printer and try printing again.
→ Check printer drivers: Ensure they are up-to-date.
→ If the printer is still not working, try reinstalling the printer driver.
→ If all else fails, escalate.
A user’s print job is stuck in the queue and will not print. How do you fix it?
→ Cancel the print job from the queue.
→ Restart the print spooler service by typing services.msc and restarting the “Print Spooler” service.
→ Clear any stuck jobs by deleting the files in the C:\Windows\System32\spool\PRINTERS folder.
→ Restart the printer and the user’s computer to refresh the connection.
→ If the issue persists, check for outdated or corrupted drivers and reinstall them.
A user is printing, but the document is coming out blank. What do you check?
→ Check the ink or toner levels and replace if needed.
→ Ensure the correct printer is selected.
→ Check for any paper jams or issues in the printer.
→ Try printing from another application to see if the issue is app-specific.
→ Reinstall the printer driver to ensure it is up-to-date and properly configured.
→ Check the print settings to ensure nothing unusual is selected (e.g., print to PDF instead of printer).
A user reports that an application is not launching. What do you check?
→ Check if the app is running in the background: Use Task Manager to verify if the app is already running.
→ Verify the app is installed correctly: If it’s missing files, try repairing or reinstalling the app.
→ Check for any error messages when launching and use those for troubleshooting.
→ Check system resources: Ensure the system has enough CPU and RAM to run the app.
→ Review Event Viewer logs for any application errors or crashes.
→ If the app still doesn’t open, check for conflicts with antivirus or firewall blocking the app.
A user is experiencing a Blue Screen of Death (BSOD). What steps do you take?
→ Take note of the error code or message on the BSOD.
→ Reboot the system and see if the BSOD persists.
→ Check for recent changes to the system, such as new software or updates.
→ Update drivers (especially graphics, network, and storage drivers).
→ Run a system scan to check for hardware issues using tools like chkdsk.
→ Check the Event Viewer for any system or hardware error logs.
→ If the BSOD continues, boot into Safe Mode and uninstall any recent updates or drivers.
→ If hardware-related, escalate the issue for hardware diagnostics or replacement.
A user says they are getting “not responding” errors when using an application. How do you troubleshoot?
→ Check system resource usage (CPU, memory, disk) using Task Manager to identify any overload.
→ Close any unnecessary applications running in the background.
→ Reboot the computer to clear temporary system processes.
→ Repair or reinstall the application if it’s not responding consistently.
→ Check for updates for both the application and the operating system.
→ Look at Event Viewer logs for application or system errors that could be causing the issue.
→ If the issue is network-related (e.g., cloud app), verify network stability and bandwidth.
A user’s computer is running slowly. What steps do you take to troubleshoot?
→ Check Task Manager for processes that are consuming high amounts of CPU, memory, or disk.
→ End unnecessary processes or applications that may be using up resources.
→ Free up disk space by deleting temporary files and running Disk Cleanup.
→ Check if the system has recently installed updates that could be affecting performance.
→ Run a malware scan to rule out viruses or other malicious software.
→ Check for background processes like updates, backups, or cloud sync apps that might be running.
A user is unable to send or receive emails. What do you check?
→ Verify network connection: Ensure the user is connected to the internet.
→ Check email client settings: Ensure the user’s email client (e.g., Outlook, Thunderbird) is correctly configured with the SMTP/IMAP/POP server settings.
→ Check server status: Verify that the mail server is up and running (check for server outages or maintenance).
→ Check email storage: Ensure the user’s mailbox is not full or over the size limit.
→ Check spam/junk folders: Ensure emails are not being mistakenly filtered.
→ Send a test email from the same account to another address to see if the issue is incoming or outgoing.
→ If using Office 365 or similar service, check for any service issues or outages online.
→ If still unresolved, escalate to email server admin for further investigation.
A user can’t send email from their Outlook client. What do you check?
→ Check SMTP settings: Ensure the SMTP server address and port are correct.
→ Check authentication settings: Verify that the user has the correct credentials for outgoing mail.
→ Test with a different network (e.g., try switching from Wi-Fi to wired or a mobile hotspot).
→ Check for antivirus or firewall blocking: Disable antivirus email scanning or firewall temporarily and test.
→ Check Outbox for stuck emails: Sometimes large attachments or undelivered emails may get stuck in the Outbox.
→ Test the email in webmail (e.g., Outlook Web App) to see if the issue is with the client or server-side.
→ If the issue persists, escalate to email admin or support for further troubleshooting.
A user can receive emails but cannot send any. What do you do?
→ Verify SMTP settings: Ensure the outgoing mail server is configured correctly in the email client.
→ Check for account issues: Confirm that the user’s email account is not suspended or blocked.
→ Test sending an email from a webmail interface (e.g., Office 365 web app) to isolate if it’s a client-specific issue.
→ Check for stuck emails: Review the Outbox for unsent emails and try deleting any large attachments.
→ Check email size limits: Make sure the email being sent doesn’t exceed the size limit for outgoing mail.
→ Verify with the network: Ensure there are no network issues blocking access to the mail server, especially for SMTP.
A user is unable to receive emails in their inbox. What steps do you take?
→ Check the spam/junk folder: Sometimes emails are mistakenly marked as spam.
→ Check email filters: Ensure the user doesn’t have overly strict email filters or rules that are causing the issue.
→ Check mailbox storage: Ensure the user’s mailbox isn’t full.
→ Check server-side issues: Verify if there’s a server-side problem (e.g., Office 365, Exchange).
→ Test with a different account: Send an email from a different account to verify if it’s a global issue or isolated to one user.
→ If no issues found locally, escalate to email server admin to check server logs and settings.
What is DNS?
DNS (Domain Name System) is a system that translates human-readable domain names (like www.example.com) into machine-readable IP addresses (like 192.168.1.1). It enables users to access websites by name rather than needing to remember IP addresses.
What is DHCP?
DHCP (Dynamic Host Configuration Protocol) is a network protocol that automatically assigns IP addresses to devices on a network, so users don’t have to manually configure their network settings. It simplifies device connectivity by managing IP address distribution.
What is the difference between TCP and UDP?
TCP (Transmission Control Protocol) is a connection-oriented protocol that guarantees data delivery with error-checking and acknowledgment messages. It’s used for reliable communication (e.g., HTTP, FTP).
UDP (User Datagram Protocol) is a connectionless protocol that sends data without guarantees, offering faster speeds but no error correction. It’s used for real-time applications (e.g., VoIP, video streaming).
What is a VPN?
A VPN (Virtual Private Network) is a service that encrypts a user’s internet connection to ensure privacy and security. It allows users to access a network remotely and appear as if they are connected from another location, bypassing restrictions or enhancing security.
What is two-factor authentication (2FA)?
2FA is an extra layer of security that requires two forms of identification before granting access to an account or system. The first factor is usually something the user knows (like a password), and the second is something the user has (like a phone or hardware token).
What is the difference between a local user account and a domain user account?
Local user account is tied to a single computer and can only access that computer.
Domain user account is stored on a central server (Active Directory) and allows access to multiple computers within a network domain, with centralized management of permissions and security.
What is an IP address?
An IP address (Internet Protocol address) is a unique identifier for a device on a network. It allows devices to communicate with each other over the internet or within a local network. It can be either IPv4 (e.g., 192.168.1.1) or IPv6 (e.g., fe80::1).
What is HTTPS?
HTTPS (HyperText Transfer Protocol Secure) is a secure version of HTTP that encrypts data exchanged between a web server and a browser using SSL/TLS encryption. It ensures that sensitive information, such as passwords and payment details, is securely transmitted.
What is a firewall?
A firewall is a network security device or software that monitors and controls incoming and outgoing network traffic. It acts as a barrier to prevent unauthorized access and attacks while allowing legitimate communication.
What is the purpose of Task Manager?
Task Manager is a system utility in Windows that allows users to view and manage running processes, monitor system performance, and end tasks. It helps identify processes consuming excessive resources, troubleshoot performance issues, and manage applications.
What is a MAC address?
A MAC address (Media Access Control address) is a unique identifier assigned to network interfaces for communications on a network. It is used at the Data Link Layer (Layer 2) and is assigned by the manufacturer, typically found on the hardware (network cards, routers).
What is ping?
Ping is a network utility that sends ICMP Echo Request packets to a target IP address or hostname to check if the target device is reachable and to measure the round-trip time for messages sent. It’s often used to check network connectivity.
What is a gateway?
A gateway is a network device that connects different networks, often serving as a bridge between a local network (LAN) and the internet (WAN). It routes data between networks and can perform tasks like address translation and protocol conversion.
What is DNS caching?
DNS caching is the temporary storage of DNS lookup results on a device or DNS server. When you visit a website, the DNS query result is stored to speed up future access to the site, reducing the need for repeated DNS lookups.
What is JavaScript and how does it relate to web browsers?
JavaScript is a programming language used to create interactive and dynamic content on websites. It allows the browser to update content dynamically, handle events (like button clicks), and provide features such as animations, form validation, and interactivity. It is processed by the browser’s JavaScript engine.
What is cache in the context of web browsers?
Cache is a temporary storage area where a web browser stores parts of websites (like images, scripts, and stylesheets) to speed up subsequent visits. When a user visits a site again, the browser can load parts of the site from the cache rather than downloading them again, improving page load times.
What are cookies in web browsers?
Cookies are small pieces of data stored on a user’s device by a web browser while browsing. They are used to remember user preferences, login sessions, and other data, allowing for a more personalized and efficient browsing experience. Cookies can be cleared or blocked by users for privacy reasons.
