Supporting and Troubleshooting Windows 10

Course ODX10982B

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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.

  • 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
  • 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
  • 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.
  • The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources.

Microsoft Official Courses On-Demand (MOC On-Demand) are authorized Microsoft official courses exclusively developed by Microsoft Certified Trainers. MOC on-demand delivers a comprehensive training experience comprising a merge of high-quality audiovisuals, academic readings, Microsoft labs online and knowledge check/assessments.

MOC on-demand is a self-paced training structured for IT Professionals and Developers which makes them proficient in the Microsoft technology and develop technical skills. It focusses on providing you a live, real-time environment for hands-on training while including all the interactive features with credible content that other On-demand offerings lack.

MOC On-Demand comprises a range of courses which are structured in a modular format consisting different modules that are further segregated into lessons, each of which contains questions to testify your knowledge.

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Module 1: Implementing a Troubleshooting Methodology

This module explains the processes involved in establishing and using a troubleshooting methodology. 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 environmentLessons

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

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).Lessons

  • Overview of the Windows 10 Startup Recovery Environment
  • Troubleshooting Startup Settings
  • Troubleshooting Operating System Services 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 issue that might occur.Lessons

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

Lab : Troubleshooting Device Driver Issues

  • Troubleshooting a Missing Device Driver
  • Resolving Hardware Problems
  • Resolvinga Device Driver Problem
  • 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

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.Lessons

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

Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance

  • Using Remote Desktop
  • Using Remote Assistance

Lab : Troubleshooting Remote Computer by Using Windows PowerShell

  • Using Windows PowerShell Remoting

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.Lessons

  • 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 the Group Policy application and describes how to resolve issues in client configuration GPO application.Lessons

  • 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, and you will also learn about how to troubleshoot the application of user settings.Lessons

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

Lab : Troubleshooting Sign in Problems

  • Resolving Sign-In Issue 1
  • Resolving Sign-In Issue 2

Lab : Troubleshooting the Application of User Settings

  • Resolving Folder Redirection Issue

Module 8: Troubleshooting Remote Connectivity

This module explains the virtual private network (VPN) and DirectAccess technologies, describes the common problems with their implementation and usage, and provides several possible mitigations for those problems.Lessons

  • Troubleshooting VPN Connectivity Issues
  • Troubleshooting DirectAccess

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
  • Troubleshooting 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.Lessons

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

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 Access Issue (1)
  • Resolving a Printer Access 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.Lessons

  • 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 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.Lessons

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

Lab : Troubleshooting Desktop Apps

  • Troubleshooting AppLocker Policy Application
  • Troubleshooting Application Compatibility Issues

Lab : Troubleshooting Access to Company Web Applications

  • Troubleshooting Microsoft 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.Lessons

  • 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 System

This module explains how to use file recovery and troubleshoot deleted files. It also covers how to recover a Windows 10 computer.Lessons

  • File Recovery in Windows 10
  • Recovering an Operating System

Lab : Recovering Data

  • Resolving Issues with Previous Versions

Lab : Provisioning Computer to Comply with Company Standards

  • Provision Computer to Comply with Company Standards

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Exercises, Readings and Knowledge checks

Prerequisites

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 2012 R2 fundamentals.
  • Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.

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