1. NetTech Solutions Troubleshooting Office Applications Lesson Seven

2. NetTech Solutions Exam Objectives Configure and troubleshoot Office applications Answer end-user questions related to configuring Office applications Resolve issues related to Office application support features Resolve issues related to Outlook Express features

3. NetTech Solutions Lessons in this Chapter: Supporting Word 2003 Supporting Excel 2003 Supporting PowerPoint 2003 Troubleshooting Outlook Express Troubleshooting Outlook 2003

4. NetTech Solutions Supporting Word 2003 Missing Toolbars, Features, and Components –Restoring the Defaults –Note Table 7-1 Page 7-4 –Creating a Custom Toolbar

5. NetTech Solutions Adding or Removing Components From Add/Remove Programs

6. NetTech Solutions Exam Tip If a user feels that something is missing from the interface, there are three common reasons: –Personalized menus are enabled and the user is not seeing all the commands available, –A user has customized the interface and certain commands are missing, or –the feature was not installed.

7. NetTech Solutions Text Formatting Customizing Bulleted and Numbered Lists Changing the Language Format AutoFormat

8. NetTech Solutions Embedded and Linked Objects Excel PowerPoint Other Apps

9. NetTech Solutions Troubleshooting Linked and Embedded Files See Table 7-2 –Page 7-13

10. NetTech Solutions Recovering Lost Files File lost due to: –Power outage, –Computer problems –Network problems –User error

11. NetTech Solutions Using Microsoft Office Application Recovery When Word 2003 crashes: –Word to attempt to recover the files the end user was working on and restart the application. Using AutoRecover –By default, AutoRecover saves files every 10 minutes.

12. NetTech Solutions Changing AutoRecovery

13. NetTech Solutions Using Open And Repair

14. NetTech Solutions Dealing with User Errors Forgets where he or she saved a file, –Search by the date the file was created or modified, –By its name, or –Using other options.

15. NetTech Solutions Practice: Configure and Troubleshoot Word 2003 –Page 7-16

16. NetTech Solutions Supporting Excel 2003 Calculations –Using the Formula Bar –Common Formulas Table 7-3 –Page 7-22

17. NetTech Solutions Understanding the Operators –plus (+), minus (–), multiply (*), divide (/), less than ( ), and raise to a power (^), –as well as text operators such as SUM, IF, AVERAGE, POWER, CONVERT, and similar arguments.

18. NetTech Solutions Order From left to right, calculations are performed in the following order: 1.Parentheses 2.Exponents 3.Multiply and divide 4.Add and subtract 5.Equal to, less than, greater than, or comparisons

19. NetTech Solutions Troubleshooting Calculations #VALUE! in the cell box instead of a numeric value. –You will not have all the answers. –Be honest and say “I don’t know but I’ll find out.”

20. NetTech Solutions Working with Macros Creating Macros Recording Macros Shortcut “ALT + F8” Exam Tip –Remember the levels of macro security and what they mean.

21. NetTech Solutions From Tools > Options

22. NetTech Solutions Troubleshooting Macros Use the Step Into option

23. NetTech Solutions Recovering Lost Files Using Microsoft Office Application Recovery Using AutoRecover Using Open and Repair Dealing with User Errors

24. NetTech Solutions Practice: Configuring and Supporting Excel 2003 –Page 7-30

25. NetTech Solutions Supporting PowerPoint 2003 Sharing Presentations Packaging and Sharing Recovering Lost Files –Using Microsoft Office Application Recovery –Using AutoRecover –Using Open and Repair –Dealing with User Errors

26. NetTech Solutions Troubleshooting Outlook Express Attachments No Associated Program

27. NetTech Solutions No Associated Program

28. NetTech Solutions E-mail Problems E-Mail with Attachment Remains in Outbox –Check for Internet filtering programs E-Mail with Attachments Produces Errors When Sending –Hardware configuration or compatibility problems. –Incorrectly configured modems, firewalls, or similar hardware E-Mail size limitation File Type filtering

29. NetTech Solutions International Settings and Encoding Set Regional Options for the language Configure Text Services and Input Languages Verify that the user knows how to switch between languages Verify that any appropriate keyboards are installed

30. NetTech Solutions Using Outlook Express

31. NetTech Solutions Other Common Issues Table 7-4 –Page 7-42

32. NetTech Solutions Recovering Lost E-Mail Is it in the Deleted Items folder? Is it in the Recycle Bin? You may need to restore from backup Use a third party tool Note –If messages have been recently exported as a means of backup, those messages can be imported as a way to recover lost data. –You can import messages by using the File menu and the Import And Export.

33. NetTech Solutions Consider Users knowledge The user might have changed or does not understand the interface. Might be looking for items in the Deleted Items folder, E-mail is stored by default might have been changed. Might be using two or more e-mail clients, Might have been caught by a spam filter.

34. NetTech Solutions Practice: Troubleshooting Outlook Express –Page 7-44

35. NetTech Solutions Troubleshooting Outlook 2003 Resolving Issues with the Calendar –Receiving Reminders for Past Meetings Use Microsoft Office Outlook Help –type Troubleshoot Calendar Reminders –Open the appropriate Help file.

36. NetTech Solutions Appointments and Meetings Are Missing Same Process

37. NetTech Solutions Resolving Issues with Contacts Problems may include: –I cannot see my contacts. –Information is missing from my contacts. –My contacts do not sort in the order that I expect. –The text in the contact card is cut off. –When I sort, filter, or mail merge my contacts, the address or name field is not displayed correctly. –I added a custom field to my contacts, but I do not see it. Type “Troubleshoot Contacts”

38. NetTech Solutions Resolving Issues with Tasks Problems may include: –I cannot see my tasks. –I assigned a task, and it disappeared. –I received a task update message in my Inbox, but it disappeared. –I cannot skip a recurring task. –The TaskPad is missing. Type “Troubleshoot Tasks”

39. NetTech Solutions Resolving Issues with the Journal The Journal allows users to keep notes and keep track of long-term and short-term goals, as well as phone calls, letters, meetings, and more. Problems include: –When I open a Journal item, I want the item to open to the Journal entry. –I do not see the Journal button in the Navigation pane. –The contact I want to automatically record items for does not appear in the For These Contacts list in the Journal Options dialog box. Type “Troubleshoot Journal”

40. NetTech Solutions Recovering Lost E-Mail Using the Deleted Items Folder

41. NetTech Solutions Restoring from a Microsoft Exchange Server Items stored on the server may be recovered if the server is configured to not delete them.

42. NetTech Solutions Restoring IMAP E-Mail Restore items marked for deletion: –By selecting the deleted item, clicking Edit, and clicking Undelete.

43. NetTech Solutions Checking the Junk E-Mail Folder Junk e-mail filtering options are set too high Lower the Junk E-Mail settings, Create a rule for safe recipients, or configure no automatic filtering in the Junk E-Mail options.

44. NetTech Solutions Summary Case Scenario –Page 7-53 Troubleshooting Lab –Page 7-54 Exam Highlights –Page 7-55