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Troubleshooting OfficeApplications
Lesson Seven
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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
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Lessons in this Chapter:
• Supporting Word 2003• Supporting Excel 2003• Supporting PowerPoint 2003• Troubleshooting Outlook
Express• Troubleshooting Outlook 2003
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Supporting Word 2003
• Missing Toolbars, Features, and Components– Restoring the Defaults– Note Table 7-1
• Page 7-4– Creating a Custom Toolbar
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Adding or Removing Components
• From Add/Remove Programs
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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 commandsavailable,
– A user has customized the interface and certain commands are missing, or
– the feature was not installed.
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Text Formatting
• Customizing Bulleted and Numbered Lists
• Changing the Language Format
• AutoFormat
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Embedded and Linked Objects
• Excel• PowerPoint• Other Apps
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Troubleshooting Linked and Embedded Files
• See Table 7-2– Page 7-13
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Recovering Lost Files
• File lost due to:– Power outage,– Computer problems– Network problems– User error
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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.
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Changing AutoRecovery
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Using Open And Repair
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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.
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Practice:
• Configure and Troubleshoot Word 2003– Page 7-16
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Supporting Excel 2003
• Calculations– Using the Formula Bar– Common Formulas
• Table 7-3– Page 7-22
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Understanding the Operators
– plus (+), minus (–), multiply (*), divide (/), less than (<), greater than (>), and raise to a power (^),
– as well as text operators such as SUM, IF, AVERAGE, POWER, CONVERT, and similar arguments.
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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
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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.”
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Working with Macros
• Creating Macros• Recording Macros• Shortcut “ALT + F8”• Exam Tip
– Remember the levels of macro security and what they mean.
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From Tools > Options
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Troubleshooting Macros
• Use the Step Into option
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Recovering Lost Files
• Using Microsoft Office Application Recovery
• Using AutoRecover• Using Open and Repair• Dealing with User Errors
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Practice:
• Configuring and Supporting Excel 2003– Page 7-30
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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
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Troubleshooting Outlook Express
• Attachments• No Associated Program
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No Associated Program
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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
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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
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Using Outlook Express
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Other Common Issues
• Table 7-4– Page 7-42
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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.
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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.
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Practice:
• Troubleshooting Outlook Express– Page 7-44
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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.
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Appointments and Meetings Are Missing
• Same Process
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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”
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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”
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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”
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Recovering Lost E-Mail
• Using the Deleted Items Folder
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Restoring from a Microsoft Exchange Server
• Items stored on the server may be recovered if the server is configured to not delete them.
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Restoring IMAP E-Mail
• Restore items marked for deletion:– By selecting the deleted item,
clicking Edit, and clicking Undelete.
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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.
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Summary
• Case Scenario– Page 7-53
• Troubleshooting Lab– Page 7-54
• Exam Highlights– Page 7-55