Microsoft

Course 10982-D: Supporting and Troubleshooting Windows 10

Course 10982-D: Supporting and Troubleshooting Windows 10

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This is a 5-day ILT course that 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.

Audience Profile

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.

Prerequisites

  • 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.

Course outline

Module 1: Implementing a Troubleshooting Methodology

Module Overview

This module introduces the new Windows 10 operating system features and devices; it also describes the process of developing and applying a Windows 10 troubleshooting methodology.

Lessons

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

Lab Sessions

Using Troubleshooting Tools

Lab Lessons

Using Troubleshooting Tools

After completing this module, students will be able to:

Describe the Windows 10 operating system, devices it supports, and the Windows 10 architecture.
Describe the Enterprise Desktop Support Technician (EDST) job role in a Windows 10 environment.
Explain the troubleshooting methodology for Windows 10.
Describe Windows 10 troubleshooting tools.

Module 2: Troubleshooting Startup Issues

Module Overview

This module describes how to identify and troubleshoot startup issues that affect – and problematic services that run on – a Windows 10 operating system. This module introduces potential problems that can cause startup issues in Windows 10. It also provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and Boot Configuration Data (BCD).

Lessons

Overview of the Windows 10 Startup Recovery Environment
Troubleshooting Startup Settings
Recovering BitLocker-Protected Drives
Configuring the Registry

Lab Sessions

Troubleshooting Startup Issues
Recovering BitLocker-Encrypted Drives

Lab Lessons

Exploring Windows RE
Resolving a Startup Issue
Recovering a BitLocker-Encrypted Drive
Creating a New BitLocker Password

After completing this module, students will be able to:

Describe the Windows 10 startup recovery environment.
Describe how to configure the registry.
Explain how to troubleshoot startup settings.
Recover drives encrypted with Windows BitLocker Drive Encryption.

Module 3: Performing System Recovery

Module Overview

This module describes how to resolve issues related to operating system services and how to recover a computer.

Lessons

Troubleshooting Operating System Service Issues
Recovering a Computer

Lab Sessions

Performing System Recovery

Lab Lessons

Preparing for System Recovery
Recovering a computer

After completing this module, students will be able to:

Troubleshoot operating system services.
Recover a computer that is running Windows 10.

Module 4: Troubleshooting Hardware and Device Drivers

Module Overview

This module explains how to resolve issues related to device drivers and hardware devices.

Lessons

Troubleshooting Device Drivers Failures
Overview of Hardware Troubleshooting

Lab Sessions

Troubleshooting Hardware and Device Driver Issues

Lab Lessons

Troubleshooting a Missing Device Driver
Resolving Hardware Problems
Resolving Device Driver Problems

After completing this module, students will be able to:

Troubleshoot device driver failures.
Describe the process of troubleshooting hardware.

Module 5: Administering Windows 10

Module Overview

This module describes how to use the various administration tools in Windows 10 to resolve issues. It describes the features and functionalities of tools such as Windows Admin Center, Remote Desktop, Quick Assist, and Windows PowerShell.

Lessons

Overview of Administration Tools
Using Remote Desktop
Introduction to Windows PowerShell
Remoting with Windows PowerShell
Introduction to Provisioning

Lab Sessions

Troubleshooting Remote Computers Through Remote Desktop
Troubleshooting a Remote Computer By Using Windows PowerShell

Lab Lessons

Using Remote Desktop
Using Windows PowerShell Remoting

After completing this module, students will be able to:

Select a suitable remote management tool or technique.
Use Remote Desktop to manage remote computers.
Use Windows PowerShell cmdlets and scripts.
Use Windows PowerShell remoting to manage remote computers.
Implement provisioning packages.

Module 6: Resolving Issues with Network Connectivity

Module Overview

This module explains how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.

Lessons

Determining Network Settings
Troubleshooting Network Connectivity
Troubleshooting Name Resolution

Lab Sessions

Resolving Network Connectivity Issues

Lab Lessons

Configuring network settings
Resolving a Network Problem (1)
Resolving a Network Problem (2)

After completing this module, students will be able to:

Determine network settings in Windows 10.
Troubleshoot issues with network connectivity.
Troubleshoot name resolution issues.

Module 7: Troubleshooting Group Policy

Module Overview

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 Sessions

Troubleshooting Issues with Group Policy Application

Lab Lessons

Working with GPOs
Resolving Group Policy Application (1)
Resolving Group Policy Application (2)
Resolving Group Policy Application (3)

After completing this module, students will be able to:

Describe how you apply GPOs to computers.
Resolve client-side configuration failures and GPO application issues.

Module 8: Configuring and Troubleshooting User Settings

Module Overview

This module describes the common sign-in issues, how to detect them, and how to troubleshoot these issues. The module also provides an overview of user account types that are supported by Windows 10 and how authentication works for those accounts.

Lessons

Troubleshooting Sign-In Issues
Troubleshooting the Application of User Settings

Lab Sessions

Troubleshooting Sign-In Issues
Configuring and Troubleshooting the Application of User Settings

Lab Lessons

Resolving a Sign-In Issue
Optional: Configuring UE-V
Configuring Folder Redirection
Resolving a Folder Redirection Issue

After completing this module, students will be able to:

Troubleshoot user sign-in issues.
Troubleshoot the correct application of user settings.

Module 9: Troubleshooting Remote Connectivity

Module Overview

This module provides an overview of Remote Access and describes how to troubleshoot issues with VPN connectivity.

Lessons

Overview of Remote Access
Troubleshooting Issues with VPN Connectivity

Lab Sessions

Troubleshooting VPN Connectivity

Lab Lessons

Troubleshoot VPN Connectivity Issue 1
Troubleshoot VPN Connectivity Issue 2

After completing this module, students will be able to:

Describe common remote access technologies.
Troubleshoot issues with VPN connectivity.

Module 10: Configuring and Troubleshooting Resource Access

Module Overview

This module describes how to troubleshoot issues with file permissions and printer access. It also describes how to configure and manage file synchronization and file recovery in Windows 10.

Lessons

Troubleshooting File Permissions Issues
Troubleshooting Issues with Printer Access
Configuring and Troubleshooting File Synchronization
Performing file recovery in Windows 10

Lab Sessions

Troubleshooting File-Access Issues
Troubleshooting Printer Issues
Configuring and Troubleshooting File Synchronization
Recovering data

Lab Lessons

Resolving a File-Access Issue (1)
Resolving a File-Access Issue (2)
Resolving a File-Access Issue (3)
Resolving a Printer Issue (1)
Resolving a Printer Issue (2)
Troubleshooting Work Folders
Preparing for file recovery
Resolving issues by using Previous Versions

After completing this module, students will be able to:

Troubleshoot issues with file permissions.
Troubleshoot issues with accessing printers.
Configure and troubleshoot file synchronization.
Configure and troubleshoot file recovery.

Module 11: Troubleshooting Applications

Module Overview

This module explains how to troubleshoot application installation-issues and problems in desktop and Microsoft Store apps. This module also describes how to resolve issues with Internet Explorer and Microsoft Edge browsers.

Lessons

Troubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Universal Windows Apps

Lab Sessions

Troubleshooting Desktop Apps
Provisioning a Kiosk device

Lab Lessons

Troubleshooting AppLocker Policy Applications
Troubleshooting Application Compatibility Issues
Creating a provisioning package
Applying a provisioning package

After completing this module, students will be able to:

Troubleshoot desktop app installation issues.
Troubleshoot desktop apps.
Manage Universal Windows apps.

Module 12: Maintaining Windows 10

Module Overview

This module describes how to troubleshoot activation and performance issues in Windows 10. It also explains how to apply and troubleshoot Windows updates.

Lessons

Monitoring and Troubleshooting Computer Performance
Applying Applications and Windows Updates

Lab Sessions

Maintaining Windows 10

Lab Lessons

Resolve a Performance-Related Issue
Configure Windows Update Settings

After completing this module, students will be able to:

Monitor and troubleshoot Windows 10 performance.
Update applications and Windows 10.

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