10982 – Supporting and Troubleshooting Windows 10

Course Duration
5 Days

Overview
This course is designed to provide students with the knowledge and skills required to install and configure Windows 10 desktops and devices in a Windows Server domain corporate environment. These skills include learning how to install and customize Windows 10 operating systems and apps, and configure local and remote network connectivity and storage. Students will also learn how to configure data security, device security, and network security, and maintain, update, and recover Windows 10.

Audience profile
The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 support to users running Windows 10 personal computers (PCs) and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs focus on a broad range of technical issues for Windows operating systems (OSs), devices, cloud services, applications, networking, and hardware support. In the overarching scenario, if an Enterprise offers the service, the EDST is asked to support it.

The key responsibilities include resolving technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings; and device synchronization. Some other key responsibilities include local and remote network access; access to applications, access to data and printers; authentication, Endpoint security and policy; OS and data recovery.

The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources. Students who seek certification in the 70-697, Windows 10 Configuring exam will also benefit from this course.

Prerequisites
Before attending this course, students must have:

• Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS).
• Microsoft Active Directory Domain Services (AD DS) principles.
• Understanding of the Public Key Infrastructure (PKI) components.
• Windows Server 2012 R2 fundamentals.
• Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.

At course completion
After completing this course, students will be able to:

• Describe the processes involved in planning and using a troubleshooting methodology for Windows 10.
• Troubleshoot startup issues and operating system services on a Windows 10 PC.
• Resolve issues related to hardware devices and device drivers.
• Troubleshoot Windows 10 PCs remotely.
• Troubleshoot issues related to network connectivity.
• Troubleshoot client configuration failures and GPO application issues.
• Troubleshoot issues related to user settings.
• Troubleshoot remote connectivity issues.
• Resolve issues related to accessing resources from computers that are domain-joined.
• Resolve issues related to accessing resources from computers that are not domain-joined.
• Troubleshoot issues related to application installation and operation.
• Recover a PC running Windows 10.

Course Outline
Module 1: Implementing a Troubleshooting Methodology
This module explains how to describe the processes involved in establishing and using a troubleshooting methodology. Module also covers various Windows 10 fundamentals, high level architecture and often used troubleshooting tools.

Lesson

• Overview of Windows 10
• Introduction to the EDST Job Role
• Overview of the Troubleshooting Steps
• Troubleshooting Tools

Lab : Implementing a Troubleshooting Methodology

• Implementing a Troubleshooting Methodology

Lab : Using Troubleshooting Tools for Windows 10

• Using Troubleshooting Tools

Module 2: Troubleshooting Startup Issues
This module explains how to enable students to troubleshoot startup issues and OS services on a computer with Windows 10 installed. This module introduces potential problems that can cause startup issues in Windows 10. It also provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and Boot Configuration Data(BCD).

Lesson

• Overview of the Windows 10 Startup Recovery Environment
• Troubleshooting Startup Settings
• Troubleshooting Operating System Services Issues
• Recovering BitLocker-Protected Drives

Lab : Troubleshooting Startup Issues

• Resolving a Startup Problem (1)
• Resolving a Startup Problem (2)
• Resolving a Startup Problem (3)

Lab : Recovering BitLocker-Encrypted Drives

• Recovering a BitLocker-Encrypted Drive
• Creating a New BitLocker Password

Module 3: Troubleshooting Hardware and Device Drivers
This module explains how to enable students to resolve issues related to device drivers and hardware devices.

Lesson

• Troubleshooting Device Driver Failures
• Overview of Hardware Troubleshooting
• Troubleshooting Physical Failures
• Monitoring Reliability
• Configuring the Registry

Lab : Troubleshooting Device Driver Issues

• Resolving Hardware Issues
• Configuring Group Policy Settings to Control Device Installation
• Adding a Missing Device Driver to a Driver Store
• Reverting a Problematic Device Driver

Lab : Troubleshooting Hardware Issues

• Diagnosing Memory
• Troubleshooting and Repairing Failed Disk Redundancy
• Synchronizing Settings between Devices
• Accessing Data on a Foreign Volume

Module 4: Troubleshooting Remote Computers
This module covers how to troubleshoot a remote Windows 10 computer by using Remote Desktop (RD), Windows Remote Assistance and Windows PowerShell remoting.

Lesson

• Using Remote Desktop
• Using Remote Assistance
• Remoting with Windows PowerShell

Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance

• Using Remote Desktop
• Using Remote Assistance

Lab : Troubleshooting Remote Computer by using Windows PowerShell

• Using Windows PowerShell Remoting

Module 5: Resolving Network Connectivity Issues
This module explains how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and nameresolution.

Lesson

• Determining Network Settings
• Troubleshooting Network Connectivity Issues
• Troubleshooting Name Resolution

Lab : Resolving Network Connectivity Issues

• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Troubleshooting a Wireless Network

Lab : Resolving Name Resolution Issues

• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Resolving a Network Problem (3)

Module 6: Troubleshooting Group Policy
This module provides an overview of the Group Policy application and describes how to resolve issues in client configuration GPO application.

Lesson

• Overview of Group Policy Application
• Resolving Client Configuration Failures and GPO Application Issues

Lab : Troubleshooting Group Policy Application Issues

• Resolving Group Policy Application (1)
• Resolving Group Policy Application (2)

Lab : Resolving Group Policy Issues

• Resolving Group Policy Application (1)
• Resolving Group Policy Application (2)

Lab : Installing and Sharing a Printer

• Installing and Sharing a Printer

Module 7: Troubleshooting User Settings
This module explains the cause of sign in problems in order to detect the issues and how to troubleshoot them.

Lesson

• Troubleshooting Sign In Issues
• Troubleshooting the Application of User Settings

Lab : Troubleshooting Sign in Problems

• Resolving Sign in Problem (1)
• Resolving Sign in Problem (2)
• Resolving Sign in Problem (3)

Lab : Troubleshooting the Application of User Settings

• Resolving Folder Redirection Problem
• Resolving Roaming User Profile Problem

Module 8: Troubleshooting Remote Connectivity
This module explains how to troubleshoot remote connectivity issues when a virtual private network (VPN) or DirectAccess is used.

Lesson

• Troubleshooting VPN Connectivity Issues
• Troubleshooting DirectAccess

Lab : Troubleshooting VPN Connectivity

• Troubleshooting VPN Connectivity (1)
• Troubleshooting VPN Connectivity (2)

Lab : Configuring and Troubleshooting DirectAccess

• Configuring and Verifying DirectAccess ClientSide Settings
• Troubleshooting DirectAccess

Module 9: Troubleshooting Resource Access Within a Domain
This module explains how to resolve problems of resource access from computers that are domain members. It explains how to troubleshoot file permission issues, encrypting file system (EFS) and printer access issues.

Lesson

• Troubleshooting File Permissions Issues
• Recovering Files Encrypted by EFS
• Troubleshooting Printer Access Issues

Lab : Troubleshooting File Access Issues

• Resolving a File Access Issue (1)
• Resolving a File Access Issue (2)

Lab : Troubleshooting Access to Encrypted Files

• Recovering Encrypted File

Lab : Troubleshooting Printer Access Issues

• Resolving a Printer Access Issue (1)
• Resolving a Printer Access Issue (2)

Module 10: Troubleshooting Resource Access for Non Domain Member Clients
This module explains how to enable students to resolve problems of resource access from computers that are not domain-joined.

Lesson

• Configuring and Troubleshooting Device Registration
• Configuring and Troubleshooting Work Folders
• Configuring and Troubleshooting OneDrive Access

Lab : Troubleshooting Resource Access for Clients that are not Domain Members

• Troubleshooting Device Registration
• Troubleshooting Work Folders
• Troubleshooting OneDrive for Business

Module 11: Troubleshooting Applications
This module explains how to troubleshoot application installation issues and problems in the desktop and Windows Store apps.

Lesson

• Troubleshooting Desktop App Installation Issues
• Troubleshooting Desktop Apps
• Managing Windows Store Apps
• Troubleshooting Access to Company Web Applications

Lab : Troubleshooting Desktop Apps

• Troubleshooting AppLocker Policy Application
• Troubleshooting Application Compatibility issue

Lab : Troubleshooting Access to Company Web Applications

• Troubleshooting Internet Explorer Issue
• Troubleshooting Microsoft Edge Issue

Module 12: Maintaining Windows 10
This module explains how to troubleshoot activation issues and performance issues in Windows 10. It also explains how to apply and troubleshoot Windows updates.

Lesson

• Managing and Troubleshooting Windows Activation
• Monitoring and Troubleshooting Performance
• Applying Applications and Windows Updates

Lab : Monitoring and Troubleshooting Performance

• Troubleshooting a Performance Problem (1)
• Troubleshooting a Performance Problem (2)
• Troubleshooting a Performance Problem (3)

Module 13: Recovering Data and Operating System
This module explains how to use file recovery and troubleshoot deleted files. It also covers how to recover a Windows 10 computer.

Lesson

• File Recovery in Windows 10
• Recovering an OS

Lab : Recovering Data

• Recovering Data from Azure Backup
• Recovering Deleted File by Using File History

Lab : Provisioning Computer to Comply with Company Standards

• Provision Computer to Comply with Company Standards