Supporting and Troubleshooting Windows 10 (55342/10982) - 10982 Course Outline
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.
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. The exam for this course was retired. Students desiring certification should instead consider this course:
MD-100: Windows Client
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 2016 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 for planning and using a Windows 10 troubleshooting methodology.
Troubleshoot startup issues and operating system services on a Windows 10 device.
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 (GPOs).
Troubleshoot issues related to user settings.
Troubleshoot remote-connectivity issues.
Resolve issues that pertain to accessing resources from devices that are domain-joined.
Resolve issues that pertain to accessing resources from devices that are not domain-joined.
Troubleshoot issues that pertain to application installation and operation.
Maintain a device that is running Windows 10.
Recover a device that is running Windows 10.
Module 1: Implementing a Troubleshooting Methodology
This module explains the processes of establishing and using a troubleshooting methodology in Windows 10. This module also covers various Windows 10 fundamentals, high-level architecture, and often-used troubleshooting tools. It also explains the role of an EDST (Enterprise Desktop Support Technician) in a Windows 10 environment.
Overview of Windows 10
Introduction to the EDST Job Role
Overview of Troubleshooting Steps
Lab : Implementing a Troubleshooting Methodology
Implementing a Troubleshooting Methodology
Lab : Using Troubleshooting Tools
Using Troubleshooting Tools
Module 2: Troubleshooting Startup Issues
This module describes how to identify and troubleshoot issues that affect the Windows 10 operating system’s 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).
Overview of the Windows 10 Startup Recovery Environment
Troubleshooting Startup Settings
Troubleshooting Operating System Service Issues
Recovering BitLocker-Protected Drives
Lab : Troubleshooting Startup Issues
Resolving a Startup Issue (1)
Resolving a Startup Issue (2)
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 support users that utilize a multitude of devices that run Windows 10. It describes 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 issues that might occur.
Troubleshooting Device Drivers Failures
Overview of Hardware Troubleshooting
Troubleshooting Physical Failures
Configuring the Registry
Lab : Troubleshooting Device Driver Issues
Troubleshooting a Missing Device Driver
Resolving Hardware Problems
Resolving Device Driver Problems
Configuring Group Policy Settings to Control Device Installation
Lab : Troubleshooting Hardware Issues
Diagnosing Memory and Troubleshooting Failed Disk Redundancy
Accessing a Volume from a Failed Computer
Module 4: Troubleshooting Remote Computers
The focus of this module is on using tools that are designed specifically to facilitate remote management connections. 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.
Using Remote Desktop
Using Remote Assistance
Remoting with Windows PowerShell
Lab : Troubleshooting Remote Computers Through Remote Desktop and Remote Assistance
Using Remote Desktop
Using Remote Assistance
Lab : Troubleshooting a Remote Computer By Using Windows PowerShell
Using Windows PowerShell Remoting
Module 5: Resolving Issues with Network Connectivity
This module describes 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 organization’s network infrastructure, and configure and troubleshoot network connections.
Determining Network Settings
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
Module 6: Troubleshooting Group Policy
This module provides an overview of Group Policy and describes how to apply GPOs to computers. It also explains how to resolve configuration problems and issues with applying GPOs.
Overview of Group Policy Application
Resolving Client-Configuration Failures and GPO Application Issues
Lab : Troubleshooting Issues with Group Policy Application
Resolving Group Policy Application (1)
Resolving Group Policy Application (2)
Resolving Group Policy Application (3)
Lab : Resolving Issues with Group Policy
Resolving Group Policy Application (1)
Module 7: Troubleshooting User Settings
In this module, you will examine issues that can occur when users sign in. You will study the methods that you can use to identify the causes of sign-in issues, and learn how to troubleshoot them. You will also learn how to troubleshoot the application of user settings.
Troubleshooting Sign-In Issues
Troubleshooting the Application of User Settings
Lab : Troubleshooting Sign-In Issues
Resolving Sign-In Issue 1
Resolving Sign-In Issue 2
Lab : Troubleshooting the Application of User Settings
Resolving a Folder Redirection Issue
Module 8: Troubleshooting Remote Connectivity
This module explains the virtual private network (VPN) and DirectAccess technologies, and the common problems with their implementation and usage. The module also provides several possible mitigations for these problems.
Troubleshooting Issues with VPN Connectivity
Lab : Troubleshooting VPN Connectivity
Troubleshoot VPN Connectivity Issue 1
Troubleshoot VPN Connectivity Issue 2
Lab : Configuring and Troubleshooting DirectAccess
Prepare the DirectAccess Implementation
Configuring and Verifying Client-Side Settings for DirectAccess
Module 9: Troubleshooting Resource Access within a Domain
This module explains how to resolve problems related to resource access from computers that are domain members. It explains how to troubleshoot file permission issues, encrypting file system (EFS) issues, and printer access issues.
Troubleshooting File Permissions Issues
Recovering Files Encrypted by EFS
Troubleshooting Issues with Printer Access
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
Encrypting and Recovering Access to Encrypted Files
Lab : Troubleshooting Printer Issues
Resolving a Printer Issue (1)
Resolving a Printer Issue (2)
Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
This module explains how to resolve problems related to resource access from computers that are not domain members. You will learn how to configure and troubleshoot the Work Folders feature, which enables users to access organizational data securely from their personal devices. You will also learn how to configure and troubleshoot access to Microsoft OneDrive.
Configuring and Troubleshooting Work Folders
Configuring and Troubleshooting OneDrive Access
Lab : Troubleshooting Resource Access for Clients That Are Not Domain Members
Troubleshooting Work Folders 1
Troubleshooting Work Folders 2
Troubleshooting OneDrive for Business
Module 11: Troubleshooting Applications
Windows 10 supports the installation and use of two types of applications: desktop apps and Universal Windows apps. This module examines these two types of applications, and the issues—including application compatibility issues—that affect a user’s ability to install and run them. This module also covers how users can resolve web browser–related issues, specifically issues associated with both Microsoft Internet Explorer and Microsoft Edge.
Troubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Universal Windows Apps
Troubleshooting Access to Company Web Applications
Lab : Troubleshooting Desktop Apps
Troubleshooting AppLocker Policy Applications
Troubleshooting Application Compatibility Issues
Lab : Troubleshooting Access to Company Web Applications
Troubleshooting Internet Explorer Issues
Troubleshooting Microsoft Edge Issues
Module 12: Maintaining Windows 10
Once the Windows 10 operating system is activated on your computers, you must establish procedures to monitor their performance and ensure that they remain up-to-date with the latest operating system updates and security fixes. This module discusses how to provide for the ongoing maintenance of Windows 10 operating systems.
Managing and Troubleshooting Windows Activation
Monitoring and Troubleshooting Computer 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
Module 13: Recovering Data and Operating Systems
This module explains how to use file recovery and troubleshoot deleted files. It also describes how to recover a Windows 10 computer.
File Recovery in Windows 10
Recovering an Operating System
Lab : Recovering Data
Resolving Issues with Previous Versions
Lab : Provisioning Computers to Comply with Company Standards
Provisioning a Computer to Comply with Company Standards
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