IT support situations Flashcards
A user calls claiming that their outlook is not receiving messages. They can, however, send messages.
It’s likely that their mailbox is full. Right click their inbox and go to properties to see how much data they’ve used.
An outlook user can neither send nor receive messages. You have ruled out a network issue. How do you proceed?
Always look at bottom right bar for errors
Make a new profile in control panel
Check for working offline status
Office repair
Try web version
An outlook user is greeted by a credentials screen every time they open outlook. Why could this be?
Recent password change didn’t update in credentials manager. Clear it.
What information does a profile within outlook hold?
App settings and mailbox information. Making a new profile will make you lose your inboxes.
A user claims their mouse is jittery and stuttering across the screen. What are three likely causes and a way to tell what the issue is?
Debris in mouse sensor
Debris on the surface the mouse is moving across
Damaged cable
You can solve this issue by plugging in another mouse and seeing if it changes anything.
A user has trouble accessing a specific site, but other users can get to it just fine. The user can access other sites just fine. What could you try to fix this?
ipconfig /flushdns
A user calls in and says their new keyboard isn’t working. You confirm the cable isn’t the issue and the problem replicates across multiple ports. How do you proceed?
Check device manager for drivers and rollback if need be
What is the path to diagnose IT issues?
Verify if this is a localized issue or not
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Check Physical (Cables, connectors, pins)
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Check drivers (Installing from website)
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Check software settings (Teams, Skype, etc) if it’s being used.
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Check permissions in privacy
Using just powershell ISE, what command can you use to ping a machine to see if it’s online (Not the ping command though)
Test-NetConnection -computername [ipaddress/Name]
A user can’t access the internet on their browser. What steps do you try first?
Check connectivity of other apps and isolate where the issue lies. Try another browser.
You can also ping the website and see if it hits. (Could be a dns issue if one specific site fails)
What are the fundamentals to run through when you want to diagnose a bad connection? (Use OSI)
ALWAYS ASK IF OTHERS ARE EXPERIENCING THIS ISSUE AND ENSURE THE ISSUE ISN’T JUST ONE APP GOING ROUGE.
+Physical+
-Restart machine / Router
-Check cable / Replace with known good one
-Check for port damage if applicable
-Link lights?
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+Data Link+
-netsh winsock reset
-Drivers
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+Network+
-ipconfig /release
-ipconfig /renew
-ipconfig /flushdns
-Troubleshooter
What are 3 ways to fix a dodgy connection with commands?
netsh winsock reset
Ipconfig release, renew
Ipconfig DNS
Reinstall drivers from company website
