Supporting and Troubleshooting Windows 10

Course 10982C: 5 days; Instructor-Led

About this Course

This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.


Audience

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.

 

Student 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.

 

Course Objectives

After are 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 that pertain to hardware devices and device drivers.

      Troubleshoot Windows 10 devices remotely.

      Troubleshoot issues that pertain to network connectivity.

      Troubleshoot client configuration failures and issues with application of Group Policy Objects.

      Troubleshoot issues related to user settings.

      Troubleshoot remote connectivity issues.

      Resolve issues related to accessing resources from devices that are domain-joined.

      Resolve issues related to accessing resources from devices that are not domain-joined.

      Troubleshoot issues that pertain to application installation and operation.

      Maintain a device running Windows 10.

      Recover a device 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.
Lessons

      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

After completing this module, students will be able to:

      Describe Windows 10.

      Explain the Enterprise Desktop/Device Support Technician (EDST) job role.

      Identify the key stages in a troubleshooting methodology.

      List the Windows 10 troubleshooting tools.

 

Module 2: Troubleshooting Startup Issues
This module describes how to identify and troubleshoot issues that affect the Windows 10 operating systemís ability to start, and how to identify problematic services that run on the operating system. It also describes how to use the Windows 10 advanced troubleshooting tools, collectively known as the Windows Recovery Environment (Windows RE).
Lessons

      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 Issue (1)

      Resolving a Startup Problem (2)

Lab : Recovering BitLocker-Encrypted Drives

      Recovering a BitLocker-Encrypted Drive

      Creating a New BitLocker Password

After completing this module, students will be able to:

      Describe the Windows 10 startup architecture.

      Optimize and troubleshoot startup settings.

      Troubleshoot Windows 10 operating system services.

      Recover drives encrypted with Windows BitLocker Drive Encryption.

 

Module 3: Troubleshooting Hardware and Device Drivers

This module explains how to support users that utilize a multitude of devices that run Windows 10. It will also describe how an operating system uses device drivers, and how you can troubleshoot hardware devices and device drivers. The module also covers how to monitor the reliability of a Windows 10 device and troubleshoot any issue that might occur.

Lessons

      Troubleshooting Device Driver Failures

      Overview of Hardware Troubleshooting

      Troubleshooting Physical Failures

      Monitoring Reliability

      Configuring the Registry

Lab : Troubleshooting Device Driver Issues

      Troubleshooting a Missing Device Driver

      Resolving Hardware Problems

      Resolving Device Driver Problem

      Configuring Group Policy Settings to Control Device Installation

Lab : Troubleshooting Hardware Issues

      Diagnosing Memory

      SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices

      Accessing Data on a Foreign Volume

After completing this module, students will be able to:

      Resolve hardware issues.

      Configure Group Policy settings to control device installation.

      Add a missing device driver to a driver store.

      Revert a problematic device driver.

Module 4: Troubleshooting Remote Computers

This module explores three ways in which you can remotely connect to and manage remote computers: Remote Desktop, Windows Remote Assistance, and Windows PowerShell remoting.

Lessons

      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

After completing this module, students will be able to:

      Use Remote Desktop.

      Use Remote Assistance.

      Understand remoting with Windows PowerShell.

Module 5: Resolving Network Connectivity Issues

This module explains the tools that you can use to set up and troubleshoot both wired and wireless network connections more efficiently. This module also explains how to support your organizationís network infrastructure, and how to use these tools to configure and troubleshoot network connections.

Lessons

      Determining Network Settings

      Defining Subnets

      Troubleshooting Network Connectivity

      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)

After completing this module, students will be able to:

      Determine network settings.

      Troubleshoot network connectivity issues.

      Troubleshoot name resolution.

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.

Lessons

      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)

      Resolving Group Policy Application (3)

Lab : Resolving Group Policy Issues

      Resolving Group Policy Application (1)

Lab : Installing and Sharing a Printer

      Installing and Sharing a Printer

After completing this module, students will be able to:

      Understand Group Policy application.

      Resolve client configuration failures and GPO application issues.

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.

Lessons

      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)

Lab : Troubleshooting the Application of User Settings

      Resolving Folder Redirection Problem

After completing this module, students will be able to:

      Troubleshoot sign in issues.

      Troubleshoot the application of user settings.

Module 8: Troubleshooting Remote Connectivity

This module explains these technologies, describes common problems with their implementation and usage, and provides several possible mitigations for those problems.

Lessons

      Troubleshooting VPN Connectivity Issues

      Troubleshooting DirectAccess

Lab : Troubleshooting VPN Connectivity

      Troubleshooting VPN Connectivity (1)

      Troubleshooting VPN Connectivity (2)

Lab : Configuring and Troubleshooting DirectAccess

      Prepare the DirectAccess Implementation

      Configuring and Verifying DirectAccess Client-Side Settings

      Troubleshooting DirectAccess

After completing this module, students will be able to:

      Troubleshoot VPN connectivity issues.

      Troubleshoot 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.Lessons

      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)

      Resolving a File-Access Issue (3)

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)

After completing this module, students will be able to:

      Troubleshoot file permission issues.

      Recover files encrypted by EFS

      Troubleshoot printer access issues.

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.

Lessons

      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

After completing this module, students will be able to:

      Configure the Device Registration feature.

      Configure and troubleshoot the Work Folders feature.

      Configure and troubleshoot access to Microsoft OneDrive.

 

Module 11: Troubleshooting Applications

This module examines the issues, including application compatibility issues that affect a userís ability to install and run these two types of applications. This module also covers how users can resolve web browser related issues, specifically issues associated with both Internet Explorer and Microsoft Edge.

Lessons

      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

After completing this module, students will be able to:

      Troubleshoot desktop app installation issues.

      Troubleshoot desktop apps.

      Manage Windows Store apps.

      Troubleshoot access to company web applications.

Module 12: Maintaining Windows 10

This module discusses how to provide for the ongoing maintenance of Windows 10 operating systems.

Lessons

      Managing and Troubleshooting Windows Activation

      Monitoring and Troubleshooting Performance

      Applying Applications and Windows Updates

Lab : Monitoring and Troubleshooting Performance

      Resolve a Performance-Related Issue

      Resolve a CPU-Related Performance Issue

      Resolve a Disk-Related Performance Issue)

After completing this module, students will be able to:

      Manage and troubleshoot volume activation in Windows operating systems.

      Monitor and troubleshoot Windows 10 performance.

      Update applications and Windows 10. 

 

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.

Lessons

      File Recovery in Windows 10

      Recovering an Operating System

Lab : Recovering Data

      Resolving Issues with Previous Versions

Lab : Provisioning Computer to Comply with Company Standards

      Provision Computer to Comply with Company Standards

After completing this module, students will be able to:

      Recover a file in Windows 10.

      Recover an operating OS