Supporting Windows 8.1 - 20688 Course Outline
This five day course will provide you with the knowledge and skills required to support a Windows 8.1 deployment in medium and large enterprise environments and to resolve technical issues by developing a troubleshooting methodology for Windows 8.1.
This course is primarily intended for the Enterprise Device Support Technician (EDST), who provide Tier 2 support to users running Windows desktops and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs are experienced IT Professionals who focus on a broad range of technical issues for Windows operating systems, devices, cloud services, applications, networking, and hardware support. Key responsibilities include resolving technical issues pertaining to Windows installation and migration, activation, performance, profiles, settings and device synchronization, local and remote network access, access to applications, access to data and printers, authentication, endpoint security and policy, operating system and data recovery.
EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of desktops and devices, installing and testing line-of-business applications on these devices, and physically making changes to user devices or re-images as required.
The secondary audience for this course can include students preparing to take exam 70-688.
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 and fundamentals of AD DS management
Understanding of the Public Key Infrastructure (PKI) components and working knowledge of the fundamentals of Active Directory Certificate Services (AD CS)
Windows Server 2008 R2 or Windows Server 2012 fundamentals
Microsoft Windows Client fundamentals; for example, working knowledge of Windows XP, Windows Vista, Windows 7 and/or Windows 8
Fundamentals of management and experience using the Microsoft Office 2013 system or the Microsoft Office 2010 system
Windows Automated Installation Kit (WAIK) components including Windows PE, Windows SIM, VAMT, ImageX, USMT, and DISM concepts and fundamentals
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 8.1.
Troubleshoot startup issues and operating system services on a Windows 8.1 system.
Resolve issues related to hardware devices and device drivers.
Troubleshoot computers 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.
Maintain Windows 8.1 following deployment.
Design and implement extranet connectivity for Windows 8.
Recover a computer running Windows 8.1.
Module 1: Introduction to Troubleshooting Windows 8.1
This module provides an introduction to the Windows 8.1 system architecture and explains how to identify the common troubleshooting scenarios. The module also provides an overview of a typical troubleshooting process.
Common Windows 8.1 Troubleshooting Scenarios
Overview of Windows 8.1 Architecture
Overview of Troubleshooting Steps
Lab : Troubleshooting Windows 8.1
Developing a Plan of Action
Module 2: Troubleshooting Computer Startup
This module provides an overview of the Windows 8.1 startup recovery environment and explains how to troubleshoot startup settings and issues. The module also describes how to recover BitLocker-operated drives.
Overview of the Windows 8.1 Startup Recovery Environment
Optimizing and Troubleshooting Startup Settings
Troubleshooting Operating System Services Issues
Recovering BitLocker-Protected Drives
Lab : Troubleshoot a Startup Failure
Resolving a startup problem (1)
Resolving a Startup Problem (2)
Lab : Troubleshoot a Startup Failure
Recovering a BitLocker Encrypted Drive
Creating New BitLocker Keys
Module 3: Troubleshooting Hardware and Device Drivers
This module explains how to troubleshoot hardware issues, physical failures, and device driver failures. It also describes how to monitor reliability and configure the registry.
Overview of Hardware Troubleshooting
Troubleshooting Physical Failures
Troubleshooting Device Driver Failures
Configuring the Registry
Lab : Resolving Hardware Device and Device Driver Issues
Resolving Hardware Issues
Configuring Group Policy to Control Device Installation
Module 4: Remote Troubleshooting
This module describes how to perform remote troubleshooting by using Windows 8.1 features such as Remote Desktop, Remote Assistance, and Windows PowerShell remoting.
Using Remote Desktop
Using Remote Assistance
Remoting with Windows PowerShell
Lab : Troubleshooting a Remote Computer
Using Remote Desktop
Using Remote Assistance
Using Windows PowerShell Remoting
Module 5: Troubleshooting Network Connectivity Issues
This module explains how to identify network settings and troubleshoot network connectivity issues in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.
Determining Network Settings
Troubleshooting Network Connectivity Issues
Lab : Troubleshooting Network Connections
Troubleshooting a Network Problem (1)
Troubleshooting a Network Problem (2)
Troubleshooting a Wireless Network
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
Lab : Troubleshooting the Application of GPOs
Resolving Group Policy Application (1)
Resolving Group Policy Object Application (2)
Module 7: Troubleshooting User Settings
This module describes how to troubleshoot sign-in issues, user profiles, folder redirection, and USMT.
Troubleshooting Sign In Issues
Troubleshooting User Profiles
Troubleshooting Folder Redirection
Lab : Resolving Sign In Problems
Resolving Sign In Problem (1)
Resolving Sign In Problem (2)
Lab : Resolving Folder Redirection Problems
Resolving Folder Redirection Problem (1)
Module 8: Troubleshooting Remote Connectivity
This module describes how to troubleshoot issues in VPN connectivity, NAP, and DirectAccess.
Troubleshooting VPN Connectivity Issues
Troubleshooting NAP Issues
Troubleshooting DirectAccess Issues
Lab : Troubleshooting DHCP NAP Enforcement
Lab : Troubleshooting DirectAccess
Troubleshooting DirectAccess Client-Side Settings
Module 9: Troubleshooting Resource Access within a Domain
This module explains how to troubleshoot issues in file access and permissions. It also describes how to resolve printer access issues.
Troubleshooting File Access Issues
Troubleshooting File Permissions Issues
Troubleshooting Printer Access Issues
Lab : Troubleshooting Resource Access
Resolving a File Permissions Issue
Module 10: Configuring and Troubleshooting Resource Access for Non-Domain Joined Clients
This module describes how to configure and troubleshoot Workplace Join, Work Folders, and SkyDrive Access.
Configuring and Troubleshooting Workplace Join
Configuring and Troubleshooting Work Folders
Configuring and Troubleshooting SkyDrive Access
Lab : Configuring and Troubleshooting Workplace Join
Configuring Workplace Join
Lab : Configuring Work Folders
Configuring Work Folders
Module 11: Troubleshooting Applications
This module explains how to troubleshoot application installation issues and problems in desktop and Windows store apps. The module also describes how to resolve issues in Internet Explorer and Client Hyper-V.
Troubleshooting Application Installation Issues
Troubleshooting Desktop Apps
Troubleshooting Windows Store Apps
Troubleshooting Internet Explorer
Troubleshooting Client Hyper-V
Lab : Troubleshooting Desktop Apps
Troubleshooting AppLocker Policy Application
Troubleshooting Application Startup
Lab : Troubleshooting Internet Explorer Issues
Resolving an Internet Explorer Issue
Module 12: Maintaining Windows 8.1
This module describe how to troubleshoot activation issues and configure performance options in Windows 8.1. It also explains how to protect a Windows 8.1 system from malware and viruses and how to apply application and Windows updates.
Troubleshoot Windows Activation Issues
Monitoring and Configuring Performance Options in Windows 8.1
Protecting Windows 8.1 from Malware and Viruses
Applying Application and Windows Updates
Lab : Identifying Performance Problems
Troubleshooting a Performance Problem
Module 13: Recovering Windows 8.1
This modules explains how to restore files and recover a Windows 8.1 system.
Restoring Files in Windows 8.1
Recovery Options in Windows 8.1
Lab : Recovering Files
Recovering Files on Windows 8.1
Lab : Recovering a Windows 8.1 Computer (2)
Recovering a Windows 8.1 Computer
View outline in Word