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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