Supporting and Troubleshooting Windows 10 (10982C)
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 following exams will also benefit from this course:
- 70-697, Configuring Windows Devices
- 70-698, Installing and Configuring Windows 10
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.
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 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.
- Overview of Windows 10
- Introduction to the EDST Job Role
- Overview of the Troubleshooting Steps
- 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 Services Issues
- Recovering BitLocker-Protected Drives
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.
- Troubleshooting Device Driver Failures
- Overview of Hardware Troubleshooting
- Troubleshooting Physical Failures
- Monitoring Reliability
- Configuring the Registry
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.
- Using Remote Desktop
- Using Remote Assistance
- Remoting with Windows PowerShell
Module 5: Resolving Issues with 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 organization’s network infrastructure, and how to use these tools to configure and troubleshoot network connections.
- Determining Network Settings
- Troubleshooting Network Connectivity
- 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
In this module, you will examine issues that can occur when users sign in, and you will also learn about how to troubleshoot the application of user settings.
- Troubleshooting Sign In Issues
- Troubleshooting 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.
- 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 Clients That Are Not Domain Members
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 examines the issues, including application compatibility issues that affect a user’s 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.
- 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 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
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 Operating System