Problem

A user calls to report that she's unable to log on to e-mail, and you ask a couple of questions. Because you know that no one else is using the network right now, you can't determine whether the problem is unique to her machine or affects the entire network. Probing further, you learn that she's also unable to print. You decide this problem is probably easier to troubleshoot from the user's computer. Using the eight-step problem-solving process covered in this chapter, 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 potential causes of this problem.