Supporting and Troubleshooting Windows 10

Description

This 5-day 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.

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 70-697, Windows 10 Configuring exam will also benefit from this course.

After completing this course, students 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.

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.

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Curriculum

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.

Lesson

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 for Windows 10

Using Troubleshooting Tools

After completing this module, students will be able to:

Describe Windows 10.
Explain the Enterprise Desktop/Device Support Technician (EDST) job role.
Identify the key stages in a troubleshooting methodology.
List the Windows 10 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).

Lesson

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
Resolving a Startup Problem

Lab : Recovering BitLocker-Encrypted Drives

Recovering a BitLocker-Encrypted Drive
Creating a New BitLocker Password

After completing this module, students will be able to:

Describe the Windows 10 startup architecture.
Optimize and troubleshoot startup settings.
Troubleshoot Windows 10 operating system services.
Recover drives encrypted with Windows BitLocker Drive Encryption.

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.

Lesson

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
Resolving Device Driver Problem
Configuring Group Policy Settings to Control Device Installation

Lab : Troubleshooting Hardware Issues

Diagnosing Memory
SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices
Accessing Data on a Foreign Volume

After completing this module, students will be able to:

Resolve hardware issues.
Configure Group Policy settings to control device installation.
Add a missing device driver to a driver store.
Revert a problematic device driver.

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.

Lesson

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

After completing this module, students will be able to:

Use Remote Desktop.
Use Remote Assistance.
Understand remoting with Windows PowerShell.

Module 5: Resolving 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.

Lesson

Determining Network Settings
Defining Subnets
Troubleshooting Network Connectivity
Troubleshooting Name Resolution

Lab : Resolving Network Connectivity Issues

Resolving a Network Problem (#1-2)
Troubleshooting a Wireless Network

Lab : Resolving Name Resolution Issues

Resolving a Network Problem (#1-3)

After completing this module, students will be able to:

Determine network settings.
Troubleshoot network connectivity issues.
Troubleshoot 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.

Lesson

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

Lab : Troubleshooting Group Policy Application Issues

Resolving Group Policy Application (#1-3)

Lab : Resolving Group Policy Issues

Resolving Group Policy Application

Lab : Installing and Sharing a Printer

Installing and Sharing a Printer

After completing this module, students will be able to:

Understand Group Policy application.
Resolve client configuration failures and GPO application issues.

Module 7: Troubleshooting User Settings
This module explains the cause of sign in problems in order to detect the issues and how to troubleshoot them.

Lesson

Troubleshooting Sign In Issues
Troubleshooting the Application of User Settings

Lab : Troubleshooting Sign in Problems

Resolving Sign in Problem (#1-2)

Lab : Troubleshooting the Application of User Settings

Resolving Folder Redirection Problem

After completing this module, students will be able to:

Troubleshoot sign in issues.
Troubleshoot 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.

Lesson

Troubleshooting VPN Connectivity Issues
Troubleshooting DirectAccess

Lab : Troubleshooting VPN Connectivity

Troubleshooting VPN Connectivity (#1-2)

Lab : Configuring and Troubleshooting DirectAccess

Prepare the DirectAccess Implementation
Configuring and Verifying DirectAccess Client-Side Settings
Troubleshooting DirectAccess

After completing this module, students will be able to:

Troubleshoot VPN connectivity issues.
Troubleshoot 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.

Lesson

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

Lab : Troubleshooting File Access Issues

Resolving a File Access Issue (#1-3)

Lab : Troubleshooting Access to Encrypted Files

Recovering Encrypted File

Lab : Troubleshooting Printer Access Issues

Resolving a Printer Access Issue (#1-2)

After completing this module, students will be able to:

Troubleshoot file permission issues.
Recover files encrypted by EFS
Troubleshoot printer access issues.

Module 10: Troubleshooting Resource Access for Non Domain Member Clients
This module explains how to enable students to resolve problems of resource access from computers that are not domain-joined.

Lesson

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

Lab : Troubleshooting Resource Access for Clients that are not Domain Members

Troubleshooting Device Registration
Troubleshooting Work Folders
Troubleshooting OneDrive for Business

After completing this module, students will be able to:

Configure the Device Registration feature.
Configure and troubleshoot the Work Folders feature.
Configure and troubleshoot access to Microsoft OneDrive.

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.

Lesson

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 issue

Lab : Troubleshooting Access to Company Web Applications

Troubleshooting Internet Explorer Issue
Troubleshooting Microsoft Edge Issue

After completing this module, students will be able to:

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

Lesson

Managing and Troubleshooting Windows Activation
Monitoring and Troubleshooting 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

After completing this module, students will be able to:

Manage and troubleshoot volume activation in Windows operating systems.
Monitor and troubleshoot Windows 10 performance.
Update applications and Windows 10.

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.

Lesson

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

After completing this module, students will be able to:

Recover a file in Windows 10.
Recover an operating OS.

Enrolled