Level 1 - Kevtech

Question 1

outlook not getting or receiving emails

Answer 1

-did he/she update password recently?
-check outlook on bottom of page (usually says needs password or no network)
-check to see if cache mode is enabled
-recreate user profile
-user password expired or is locked out of their account
(in an iPhone:settings: accounts&passwords–>work email, click, account settings: put sure to put domain, update password)
(other devices hooked up to work can keep locking user out, need to update them too)
(could be cached in windows credentials)
(vpn could be caching)

Question 2

mouse / keyboard not working

Answer 2

• check physical cable to see if plugged
• plug to a different port (not accepting drivers on that port)
• mouse/keyboard is downloading drivers so you need to wait
• replace the mouse/keyboard
• remove from device manager, reinstall
• port may just be bad
• reinstall the drivers within device manager

Question 3

website not working

Answer 3

-check to see if it works somewhere else (on phone) - if yes: proxy issue (blocked by IT, proxy, domain blocked by firewall); signature error, certificate error (need to add to trusted sites on internet options(in IE gear on right hand side), trusted sites)
-delete cookies and cache (IE:internet options, advanced, browsing/Chrome: history, history, clear browsing data/Chrome: check for updates), or reset chrome/IE to factory settings
some cases you need to put the web in exception list in IE

Question 4

Internet not working

Answer 4

• check the physical connection
• remote into the pc if you can (ie, you are physically with the user)
• open up cmd and type ipconfig - if device does not have an ipaddress, something wrong; ipconfig /flushdns; ipconfig /renew; ifconfig /release)
• active directory ran out of ip addresses, need to add another (not likely?)
• restart the computer
• replace the cable
• rare cases (network card is dead)

Question 5

I need access to network drive

Answer 5

-depending on IT Company (get written approval first, compliance)
-if yes, add to distribution group, add to security group
-if only some folders, create special security group for that use
-map the network drive for user
-maybe they need to be added to a security group to get access to this drive
-run a gpupdate on the machine or restart the machine
>gpupdatep /force
….Updating policy
grabs the fresh policy, gives access to share drive
-once they were added to a security group - have the user log off and back in
-if needs access to “Jimmy’s drive” remote to Jimmy’s machine, type in:
>net user
—>look at Jimmy’s paths

Question 6

The printer not working

Answer 6

• print spooler (print job stuck) –>services->Printer Spooler, stop it, restart it
• windows 7 - disable systemwhile64 (??), kill it,reopen again
• print server, maybe a job is stuck there (then nobody can print)
• if it’s usb, reinstall the drivers
• if it’s network printer(remove the printer and add it again)–>control panel, remove;then reinstall and print test page (right click on printer)
• check to see if you can ping the printer if it’s on the network
• check to see if everyone else can print. you want to know if it’s one user or it’s everyone
• check the print server
• check the physical cable of the printer
• sometimes print doesn’t work because it’s out of paper

Question 7

I can’t connect to PC remotely

Answer 7

• check (ping) to see if the computer is online; ie their office computer is actually shut off
• most cases, check to see if the user part of remote user groups: from windows server: computer management–>local users and groups–>remote desktop users
• dns may not be working: ie, their computer has a name but they can’t access their name, give them the ip as workaround (go to their computer cmd, type ipconfig)
• user wants full screen: go to : Remote Desktop Connection–>display tab, use whole monitor or use full screen
• if you can remote in but they can’t, maybe a session is hung from their computer, need to kill their session in zen app
• some cases, user needs to be part of citrix user groups
• check to see if his or her vpn software is workig
• get the error message from the machine
• restart the machine through cmd
• remote into the user machine at hom, team view or goto ses (session?)