Question:
IT Support - Unable to Log into Email
A user calls to report that she is unable to log on to email. You respond with a couple of quick questions. Because you know that no one else is using the network right now, you cannot determine whether the problem is unique to her machine or affects the entire network. Probing further, you also learn that she is unable to print. You decide that the problem is probably easier to troubleshoot from the user's computer. Outline the items you must check and the questions you must ask when you arrive at the user's office. Based on the possible responses to your questions, describe the actions you will take to correct the potential causes of the problem.