Term
| Identify the problem: Anti-Virus software has found infected files. |
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Definition
| A virus has been downloaded to the computer from removable flash media, the internet, or an e-mail |
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Term
| Identify the problem: Computer runs slowly at the same time everyday. |
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Definition
| Anti-virus software is set up to scan at the same time everyday. |
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Term
| Identify the problem: Computer runs more slowly than normal, stops responding, or locks up often. |
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Definition
| The computer is infected with a virus. |
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Term
| Identify the problem: Windows Start button does not display. |
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Definition
| The computer is infected with a virus. |
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Term
| Identify the problem: Computer reports less memory than the amount of memory installed. |
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Definition
| The computer is infected with a virus. |
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Term
| Identify the problem: Computer powers off by itself. |
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Definition
| The computer is infected with a virus. |
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Term
| Identify the problem: Installed programs are corrupted or missing. |
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Definition
| The computer is infected with a virus. |
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Term
| Identify the problem: Internet browser displays an incorrect home page. |
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Definition
| The computer has been infected with spyware. |
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Term
| Identify the problem: Software firewall and anti-virus programs are turned off automatically. |
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Definition
| The computer has been infected with spyware. |
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Term
| Implement a solution: A virus has been downloaded to the computer from removable flash media, the internet, or an e-mail. |
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Definition
| Repair, delete, or quarantine te infected files. Enable real-time scanning. Enable auromatic updates for anti-virus software. |
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Term
| Implement a solution: The computer is infected with a virus. |
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Definition
| Repair, delete, or quarantine te infected files. Enable real-time scanning. Enable auromatic updates for anti-virus software. |
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Term
| Implement a solution: Anti-virus software is set up to scan at the same time everyday. |
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Definition
| Configure the anti-virus software to scan the computer when it is not in use. |
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Term
| Implement a solution: The computer has been infected with spyware. |
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Definition
| Run anti-spyware software and remove any spyware infections. |
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Term
| Identify the problem: Message "MBR has been changed or modified" appears at boot up. |
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Definition
| A boot sector virus has changed the master boot record. |
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Term
| Implement a solution: A boot sector virus has changed the master boot record. |
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Definition
| Boot the computer with a bootable floppy or flash drive and run anti-virus software to remove the boot sector virus. |
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Term
| Identify the problem: Windows XP computer will not boot. |
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Definition
| A virus damaged the master boot record. |
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Term
| Implement a solution: A virus damaged the master boot record on an XP computer. |
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Definition
| Boot the computer from the XP installation media. At the setup screen, select R - Recovery Console. At the command prompt, use fixmbr command. |
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Term
| Identify the problem: Windows Vista computer starts with the error message "Error Loading Operating System." |
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Definition
| A virus damaged the master boot record. |
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Term
| Implement a solution: A virus damaged the master boot record on a Vista computer. |
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Definition
| Boot the computer from the Vista installation media. At the Install Windows screen, select Repair your computer. At the command prompt, type bootrec.exe /fixmbr |
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Term
| Identify the problem: Windows Vista computer starts with the error message "Caution: this hard disk may be infected." |
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Definition
| A virus damaged the master boot record. |
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Term
| Identify the problem: System administrator's assistant is not able to create and modify user accounts. |
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Definition
| The system administrator's assistant does not have the correct permissions. |
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Term
| Implement a solution: The system administrator's assistant does not have the correct permissions. |
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Definition
| Add the administrator's assitant to the Power Users group. |
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Term
| Identify the problem: Guest user cannot log on to the domain. |
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Definition
| The username or password has been spelled incorrectly. The Guest user account is disabled. |
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Term
| Implement a solution: The username or password has been spelled incorrectly. |
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Definition
| Re-enter the username and the password correctly. |
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Term
| Identify the problem: User working with Windows Vista is able to install unatuthoized software. |
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Definition
| The user knows the administrator login information. UAC is disabled on the computer. |
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Term
| Implement a solution: The user knows the administrator login information. UAC is disabled on the computer. |
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Definition
| Change the administrator login information. Enable UAC on the computer. |
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Term
| Identify the problem: Temporary user was able to login last month but is unable to login now. |
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Definition
| The username or password has been spelled incorrectly. The user's account is disabled. |
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Term
| Implement a solution: The Guest user account is disabled |
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Definition
| Enable the Guest user account. |
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Term
| Implement a solution: The temporary user's account is disabled. |
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Definition
| Re-enable the temporary user account. |
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Term
| Identify the problem: User can log on but cannot access some folders and files. |
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Definition
| The user is not a member of the group that has access to the folders and files. |
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Term
| Implement a solution: The user is not a member of the group that has access to the folders and files. |
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Definition
| Add the user to the correct group. Add the correct user's permissions to the folders and files. |
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Term
| Identify the problem: User can locate a file on the server but cannot download the file. |
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Definition
| The user permissions are not correct. |
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Term
| Implement a solution: The user permissions are not correct. |
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Definition
| Change the user's permissions on the file. |
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Term
| Identify the problem: User is gaining access to a subfolder that should be inaccessible. |
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Definition
| The subfolder inherited permissions from the upper level folder. |
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Term
| Implement a solution: The subfolder inherited permissions from the upper level folder. |
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Definition
| Change the subfolder permission settings so it does not inherit the permissions from the parent folder. Set the proper permissions for the subfolder. |
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Term
| Identify the problem: Users of a group cannot see one folder to which they are supposed to have access. |
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Definition
| The folder permissions are set to deny. |
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Term
| Implement a solution: The folder permissions are set to deny. |
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Definition
| Change the folder permissions to allow. |
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Term
| Identify the problem: Encrypted files that are moved over the network to a new computer are no longer encrypted. |
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Definition
| The new computer does not have an NTFS partition. |
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Term
| Implement a solution: The new computer does not have an NTFS partition. |
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Definition
| Convert the partition on the new computer to NTFS and re-encrypt the file. |
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Term
| Identify the problem: User complains that the computer BIOS settings keep changing. |
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Definition
| The BIOS password is not set, allowing others to change the BIOS settings. |
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Term
| Implement a solution: The BIOS password is not set, allowing others to change the BIOS settings. |
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Definition
| Set a password to protect access to the BIOS settings. |
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Term
| Identify the problem: TPM does not show up in Device Manager. |
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Definition
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Term
| Implement a solution: The TPM is disabled. |
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Definition
| Enable the TPM in the BIOS. |
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Term
| Identify the problem: Computer cannot ping another computer on the network. |
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Definition
| The Windows Firewall is blocking ping requests. A router is blocking ping requests. |
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Term
| Implement a solution: The Windows Firewall is blocking ping requests. A router is blocking ping requests. |
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Definition
| Configure the Windows Firewall to allow ping requests. Configure the router to allow ping requests. |
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Term
| Identify the problem: Computer cannot telnet to another computer. |
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Definition
| The Windows Firewall blocks port 23 by default. The router is blocking port 23. |
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Term
| Implement a solution: The Windows Firewall blocks port 23 by default. The router is blocking port 23. |
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Definition
| Configure the Windows Firewall to open port 23. Configure the router to allow port 23. |
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Term
| Identify the problem: E-mail program is properly configured but cannot connect to the e-mail server. |
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Definition
| The e-mail server is down. The Windows Firewall is blocking the e-mail software. |
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Term
| Implement a solution: The e-mail server is down. The Windows Firewall is blocking the e-mail software. |
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Definition
| Verify that the e-mail sever is operational. Create a Windows Firewall exception for your e-mail software. |
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Term
| Identify the problem: Computer can ping outside the local network but cannot access the World Wide Web. |
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Definition
| The Windows Firewall is blocking port 80. The Router is blocking port 80. |
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Term
| Implement a solution: The Windows Firewall is blocking port 80. |
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Definition
| Configure Windows Firewall to allow ping requests. |
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Term
| Implement a solution: The Router is blocking port 80. |
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Definition
| Configure the router to allow ping requests. |
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Term
| Identify the problem: Laptop firewall exceptions are allowing unauthorized connections from rogue computers. |
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Definition
| The Windows Firewall settings are incorrect. The Windows Firewall is disabled. |
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Term
| Implement a solution: The Windows Firewall settings are incorrect. |
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Definition
| Set the Windows Firewall to Do not allow exceptions when using a public network. |
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Term
| Implement a solution: The Windows Firewall is disabled. |
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Definition
| Enable the Windows Firewall. |
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Term
| Identify the problem: Computer can ping the proxy server, but cannot access web pages. |
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Definition
| The browser proxy server settings are incorrect. The proxy server is offline. |
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Term
| Implement a solution: The browser proxy server settings are incorrect. |
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Definition
| Re-enter the proxy server settings, including the IP address and port of the proxy server, and any exceptions that should be defined. |
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Term
| Implement a solution: The proxy serer is offline. |
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Definition
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Term
| Identify the problem: A computer can connect to a network device by the IP address but not by the host name. |
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Definition
| Incorrect host name. Incorrect DNS settings. DNS server is not operational. |
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Term
| Implement a solution: Incorrect host name. |
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Definition
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Term
| Implement a solution: Incorrect DNS settings. |
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Definition
| Re-enter the IP address of the DNS server. |
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Term
| Implement a solution: DNS server is not operational. |
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Definition
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Term
| Identify the problem: The computer does not obtain or renew the IP address. |
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Definition
| The computer is using a static IP address. Loose network cable. Firewall is blocking DHCP. |
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Term
| Implement a solution: The computer is using a static IP address. |
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Definition
| Enable the computer to obtain an IP adress automatically. |
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Term
| Implement a solution: Loose network cable. |
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Definition
| Check the cable connections. |
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Term
| Implement a solution: Firewall is blocking DHCP. |
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Definition
| Change the firewall settings to allow DHCP traffic. |
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Term
| Identify the problem: An IP adress conflict message displays when connecting a new computer to the network. |
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Definition
| The same IP address is assigned to two different devices on the network. |
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Term
| Implement a solution: The same IP address is assigned to two different devices on the network. |
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Definition
| Configure each device with a unique IP address |
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Term
| Identify the problem: A computer has network access but does not have Internet access. |
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Definition
| The gateway IP address is incorrect. A router is not operational or is configured incorrectly. |
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Term
| Implement a solution: The gateway IP address is incorrect. |
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Definition
| Reboot the router and reconfigure the router settings. |
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Term
| Implement a solution: A router is not operational or is configured incorrectly. |
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Definition
| Reboot the router and examine the router settings. |
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Term
| Identify the problem: The computer automatically obtained the IP address 169.254.x.x, but cannot connect to the network. |
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Definition
| The DHCP server is not on. The computer is not connected to the network. |
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Term
| Implement a solution: The DHCP server is not on. |
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Definition
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Term
| Implment a solution: The computer is not connected to the network. |
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Definition
| Reconnect the network cables. |
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Term
| Identify the problem: A computer cannot ping the loopback address. |
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Definition
| The TCP/IP suite is corrupted. The NIC is damaged. |
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Term
| Implement a solution: The TCP/IP address is corrupted. |
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Definition
| Uninstall and reinstall the TCP/IP suite. |
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Term
| Implement a solution: The NIC is damaged. |
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Definition
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Term
| Identify the problem: The computer cannot send or recieve e-mail. |
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Definition
| The computer has incorrect e-mail client settings. The e-mail server is down. There is a loose or disconnected network cable. |
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Term
| Implement a solution: The computer has incorrect e-mail client settings. |
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Definition
| Re-configure the e-mail client settings. |
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Term
| Implement a solution: The e-mail server is down. |
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Definition
| Re-boot the e-mail server or notify your e-mail service provider. |
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Term
| Implement a solution: There is a loose or disconnected network cable. |
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Definition
| Re-connect the network cables. |
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Term
| Identify the problem: The computer can send e-mail, but not recieve e-mail. |
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Definition
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Term
| Implement a solution: The inbox is full. |
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Definition
| Archive or delete e-mails to create space. |
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Term
| Identify the problem: The computer cannot recieve a certain e-mail attachment. |
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Definition
| The e-mail attachment is too large. The e-mail attachment contains a virus and has been blocked by virus protection. |
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Term
| Implement a solution: The e-mail attachment is too large. |
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Definition
| Ask the sender to spilt the attachment into smaller parts and resend them in individual e-mails. |
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Term
| Implement a solution: The e-mail attachment contains a virus and has been blocked by virus protection. |
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Definition
| Ask the sender to scan the attachment before sending it. |
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Term
| Identify the problem: The computer cannot authenticate to the e-mail server. |
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Definition
| The username or password is not correct. |
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Term
| Implement a solution: The username or password is not correct. |
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Definition
| Enter the correct username or password. |
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Term
| Identify the problem: A user cannot access the FTP server. |
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Definition
| Port forwarding is not enabled in the router. The maximum number of users has been reached. |
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Term
| Implement a solution: Port forwarding is not enabled in the router. |
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Definition
| Enable port forwarding on the router to forward port 21 to the IP address of the FTP server. |
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Term
| Implement a solution: The maximum number of users has been reached. |
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Definition
| Increase the maximum number of simultaneous FTP users on the FTP server. |
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Term
| Identify the problem: The FTP client softare cannot find the FTP server. |
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Definition
| The FTP client has an incorrect IP address or port setting. The FTP server is not running. |
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Term
| Implement a solution: The FTP client has an incorrect IP address or port setting. |
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Definition
| Enter the correct IP address and port settings in the FTP client. |
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Term
| Implement a solution: The FTP server is not running. |
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Definition
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Term
| Identify the problem: The FTP server disconnects the client after a short period of inactivity. |
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Definition
| The FTP server does not allow connected clients to remain connected when commands are being sent to the FTP server. |
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Term
| Implement a solution: The FTP server does not allow connected clients to remain connected when no commands are being sent to the FTP server. |
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Definition
| Increase the amount of time an FTP client is allowed to remain connected without performing any actions. |
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Term
| Identify the problem: A user cannot log on to the FTP server. |
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Definition
| The username or password is incorrect. |
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Term
| Identify the problem: Unauthorized users discover authentication information during a telnet session. |
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Definition
| Telenet connect is not secured. |
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Term
| Implement a solution: Telnet connect is not secured. |
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Definition
| Use SSH protocol to log on to a remote host. |
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Term
| Identify the problem: A computer cannot access a specific HTTPS site. |
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Definition
| The browser certificate SSSL setting is incorrect. |
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Term
| Implement a solution: The browser certificate SSL setting is incorrect. |
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Definition
| Clear the SSL state. Add the trusted root certificate. Select Tools > Internet Options > Advanced tab and ensure the SSL checkbox is enabled. |
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Term
| Identify the problem: Computer can ping an IP address but not a host name. |
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Definition
| The host name is incorrect. The DNS settings of the computer are incorrect. The DNS server is not operational. NetBIOS over TCP/IP is not enabled. |
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Term
| Implement a solution: The host name is incorrect. |
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Definition
| Enter the correct host name. |
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Term
| Implement a solution: The DNS settings of the computer are incorrect. |
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Definition
| Enter the correct DNS settings. |
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Term
| Implement a solution: The DNS server is not operational. |
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Definition
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Term
| Implement a solution: NetBIOS over TCP/IP is not enabled. |
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Definition
| Enable NetBIOS over TCP/IP |
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Term
| Identify the problem: A computer on one network cannot ping a computer on another network. |
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Definition
| There is a bad connection or broken device between the two networks. ICMP echo request is disabled. |
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Term
| Implement a solution: There is a bad connection or broken device between the two networks. |
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Definition
| Use tracert to locate which link is down and fix the broken link. |
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Term
| Implement a solution: ICMP echo request is disabled. |
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Definition
| Ensure that the ICMP echo request is enabled. |
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Term
| Identify the problem: Nslookup repors "Can't find server name for address 127.0.0.0: timed out". |
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Definition
| The DNS IP address is not configured on the local computer. |
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Term
| Implement a solution: The DNS IP address is not configured on the local computer. |
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Definition
| Add the IP address of a valid DNS server to the TCP/IP properties of the LAN adapter. |
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Term
| Identify the problem: A computer cannot connect to a shared network folder using the net use command. |
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Definition
| The folder is not shared. The computer is not in the same workgroup. |
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Term
| Implement a solution: The folder is not shared. |
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Definition
| Make sure the network folder is shared using the netshare command. |
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Term
| Implement a solution: The computer is not in the same workgroup. |
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Definition
| Set the computer to the same workgroup as the computer with the shared network folder. |
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Term
| Identify the problem: When attempting to use the ipconfig /release or ipconfig /renew command, you recieve the message: "No operation can be performed on the adapter while its media is disconnected." |
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Definition
| The network cable is unplugged. No NIC is installed. The computer has been configured with a static IP address. |
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Term
| Implement a solution: The network cable is unplugged. |
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Definition
| Reconnect the network cable. |
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Term
| Implement a solution: No NIC is installed. |
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Definition
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Term
| Implement a solution: The computer has been configured with a static IP address. |
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Definition
| Change the TCP/IP properties of the LAN adapter to use DHCP. |
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Term
| Identify the problem: The computer cannot telnet into a remote computer. |
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Definition
| The telnet service has stopped. The remote computer has not been configured to accept telnet connections. |
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Term
| Implement a solution: The telnet service has stopped. |
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Definition
| Start the telnet service on the remote computer. |
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Term
| Implement a solution: The remote computer has not been configured to accept telnet connections. |
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Definition
| Configure the remote computer to accept telnet connections. |
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