Supporting and Troubleshooting Microsoft Windows 10 (10982)

This course will give you the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in any Windows Server domain environment. This course provides an understanding of Windows 10 features, how these features can be used in an Active Directory environment and how to troubleshoot them to best support your Windows 10 users.

This course is primarily for Enterprise Desktop Support Technicians, who provide Tier 2 support to users running Windows 10 on personal computers and devices within a Windows domain environment in medium to large enterprise organizations.

This course is also highly recommended for IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources.

Before attending this course, you 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.
• Implementing and Managing Windows 10 (20697-1)
• Deploying and Managing Windows 10 using Enterprise Services (20697-2).

After completing this course, you 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.

Module 1: Implementing a Troubleshooting Methodology

This module explains how to describe the processes involved in establishing and using a troubleshooting methodology. It also covers various Windows 10 fundamentals, high level architecture and often used troubleshooting tools.

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

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

Module 3: Troubleshooting Hardware and Device Drivers

This module explains how to enable students to resolve issues related to device drivers and hardware devices.

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

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.

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

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 name resolution.

• Determining Network Settings
• Troubleshooting Network Connectivity Issues
• Troubleshooting 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.

• Overview of Group Policy Application
• Resolving 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.

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

Module 8: Troubleshooting Remote Connectivity

This module explains how to troubleshoot remote connectivity issues while using a virtual private network (VPN) or DirectAccess.

• Troubleshooting VPN Connectivity Issues
• 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.

• Troubleshooting File Permissions Issues
• Recovering Files Encrypted by EFS
• Troubleshooting 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.

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

Module 11: Troubleshooting Applications

This module explains how to troubleshoot application installation issues and problems in the desktop and Windows Store apps.

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

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.

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

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.

• File Recovery in Windows 10
• Recovering an OS

Labs

• Implementing a Troubleshooting Methodology
• Using Troubleshooting Tools for Windows 10
• Troubleshooting Startup Issues
• Recovering BitLocker-Encrypted Drives
• 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
• Troubleshooting Hardware Issues
  • Diagnosing Memory
  • SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices
  • Accessing Data on a Foreign Volume
• Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
• Troubleshooting Remote Computer by using Windows PowerShell
• Resolving Network Connectivity Issues
  • Resolving a Network Problems
  • Troubleshooting a Wireless Network
• Resolving Name Resolution Issues
• Troubleshooting Group Policy Application Issues
• Resolving Group Policy Issues
• Installing and Sharing a Printer
• Troubleshooting Sign in Problems
• Troubleshooting the Application of User Settings
• Troubleshooting VPN Connectivity
• Configuring and Troubleshooting DirectAccess
• Troubleshooting File Access Issues
• Troubleshooting Access to Encrypted Files
• Troubleshooting Printer Access Issues
• Troubleshooting Resource Access for Clients that are not Domain Members
  • Troubleshooting Device Registration
  • Troubleshooting Work Folders
  • Troubleshooting OneDrive for Business
• Troubleshooting Desktop Apps
  • Troubleshooting AppLocker Policy Application
  • Troubleshooting Application Compatibility issue
• Troubleshooting Access to Company Web Applications
  • Troubleshooting Internet Explorer Issues
  • Troubleshooting Microsoft Edge Issues
• Monitoring and Troubleshooting Performance
• Recovering Data
  • Recovering Data from Azure Backup
  • Recovering Deleted File by Using File History
• Provisioning Computer to Comply with Company Standards