Supporting and Troubleshooting Microsoft Windows 10 (10982)

This course will teach 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.

• 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

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

Module 2: Troubleshooting Startup Issues

• 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

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

Module 4: Troubleshooting Remote Computers

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

Module 5: Resolving Network Connectivity Issues

• Determining Network Settings
• Troubleshooting Network Connectivity Issues
• Troubleshooting Name Resolution

Module 6: Troubleshooting Group Policy

• Overview of Group Policy Application
• Resolving Client Configuration Failures and GPO Application Issues

Module 7: Troubleshooting User Settings

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

Module 8: Troubleshooting Remote Connectivity

• Troubleshooting VPN Connectivity Issues
• Troubleshooting DirectAccess

Module 9: Troubleshooting Resource Access Within a Domain

• Troubleshooting File Permissions Issues
• Recovering Files Encrypted by EFS
• Troubleshooting Printer Access Issues

Module 10: Troubleshooting Resource Access for Non Domain Member Clients

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

Module 11: Troubleshooting Applications

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

Module 12: Maintaining Windows 10

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

Module 13: Recovering Data and Operating System

• 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
• Troubleshooting Hardware Issues
• Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
• Troubleshooting Remote Computer by using Windows PowerShell
• Resolving Network Connectivity Issues
• 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 Desktop Apps
• Troubleshooting Access to Company Web Applications
• Monitoring and Troubleshooting Performance
• Recovering Data
• Provisioning Computer to Comply with Company Standards