Telephone Interview - 1st/2nd Line Support

I work in IT myself, i'm a 'subject matter expert', so that sort of puts me at 3rd/4th line support, depending what customer it is. Here's one to get you started:

"Hi, i'm phoning from the office in London, i'm having problems getting my email. Do you know what the problem is?"

What's the first question you would ask them?

sho_me_da_money wrote: »

1. Autoarchiving feature may be disabled? Possible problem with registry?

It may indeed by disabled. I was looking for you to realise Outlook archives mail by the modified date not the received date. Outlook tracks three date fields for each message to determine its age; the Sent date, the Received date and the Modified date. Whichever of these fields is most recent will be used as the official message date. Forwarding, replying to, editing, saving, moving or copying a message will change its Modified date and therefore have it treated as a more recent message.

To confirm that the modified dates are the problem when archive fails, add the Modified Date field to your view, Right click on the field names in the folder and choose Field Chooser. Select Date/Time fields from the dropdown and drag Modified to the row of field names. If you're using Outlook 2003 with the default multiple row list view, choose Custom and add Modified field from the Fields button.

sho_me_da_money wrote: »

2. Username and Password indicates the browser may be trying to access a the internet using the wrong network connection or a home internet dial up connection?

Sure okay. I was looking at it from a more corporate point of view with them being domain users logged in via VPN. And so, I'd initially try resetting their password in AD, clearing saved passwords in IE, ensuring the users account is unlocked, finally try logging the user off then on. If this hasn’t fixed it then it looks like somewhere in the profile the old credentials have become ‘stuck’. A new local or roaming profile should stop the box from appearing.

sho_me_da_money wrote: »

3. Maybe the blackberry has a size limit to how much it can handle?

Never head of this... I was looking for deleted emails are being deleted to the PA’s deleted items folder and not the directors.

There are three solutions to this;

1) Drag and drop the inbox items on the Directors deleted mail into the Directors Deleted Items folder.
2) Make a new profile as the director and add the PA in as a secondary mailbox (when deleting mails this will now place it in the correct folder,
3) Or finally:

Follow the instructions to alter the registry as shown here:

http://support.microsoft.com/kb/202517

sho_me_da_money wrote: »

4. No idea

I was looking for

1) Open regedit and make sure the HKEY_USERS folder is highlighted.
2) Click File -> Load Hive
3) Browse to users old profile folder which you renamed earlier e.g. <LADid.>old
4) Open the NTUSER.DAT file. Regedit will ask you to give it a name, just enter “test” or “banana”. “banana” is preferable if speaking to a products user.
5) You will now see a folder tree in the regedit window with the name you just chose. Expand it and then expand the “Network” folder.
6) There will be a subfolder for each drive mapping the user had

sho_me_da_money wrote: »

5. Go to startup and see if its listed there or go to MSCONFIG and disable.

I was looking for opening the VPN client and setting it within here.