10982 Supporting and Troubleshooting Windows 10


Course Description

 This course is designed to provide students with the knowledge & skills required to support & troubleshoot Windows 10 PCs & devices in a Windows Server domain environment.

 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. 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.


 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.

 Learning Objectives

 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.


Course Outline

Course Outline

1 – Implementing a Troubleshooting Methodology

Overview of Windows 10 Introduction to the EDST Job Role Overview of the Troubleshooting Steps Troubleshooting Tools Lab : Implementing a Troubleshooting Methodology Lab : Using Troubleshooting Tools for Windows 10

2 – Troubleshooting Startup Issues

Overview of the Windows 10 Startup Recovery Environment Troubleshooting Startup Settings Troubleshooting Operating System Services Issues Recovering BitLocker-Protected Drives Lab : Troubleshooting Startup Issues Lab : Recovering BitLocker-Encrypted Drives

3 – Troubleshooting Hardware and Device Drivers

Troubleshooting Device Driver Failures Overview of Hardware Troubleshooting Troubleshooting Physical Failures Monitoring Reliability Configuring the Registry Lab : Troubleshooting Device Driver Issues Lab : Troubleshooting Hardware Issues

4 – Troubleshooting Remote Computers

Using Remote Desktop Using Remote Assistance Remoting with Windows PowerShell Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance Lab : Troubleshooting Remote Computer by using Windows PowerShell

5 – Resolving Network Connectivity Issues

Determining Network Settings Troubleshooting Network Connectivity Issues Troubleshooting Name Resolution Lab : Resolving Network Connectivity Issues Lab : Resolving Name Resolution Issues

6 – Troubleshooting Group Policy

Overview of Group Policy Application Resolving Client Configuration Failures and GPO Application Issues Lab : Troubleshooting Group Policy Application Issues Lab : Resolving Group Policy Issues Lab : Installing and Sharing a Printer

7 – Troubleshooting User Settings

Troubleshooting Sign In Issues Troubleshooting the Application of User Settings Lab : Troubleshooting Sign in Problems Lab : Troubleshooting the Application of User Settings

8 – Troubleshooting Remote Connectivity

Troubleshooting VPN Connectivity Issues Troubleshooting DirectAccess Lab : Troubleshooting VPN Connectivity Lab : Configuring and Troubleshooting DirectAccess

9 – Troubleshooting Resource Access Within a Domain

Troubleshooting File Permissions Issues Recovering Files Encrypted by EFS Troubleshooting Printer Access Issues Lab : Troubleshooting File Access Issues Lab : Troubleshooting Access to Encrypted Files Lab : Troubleshooting Printer Access Issues

10 – Troubleshooting Resource Access for Non Domain Member Clients

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

11 – Troubleshooting Applications

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

12 – Maintaining Windows 10

Managing and Troubleshooting Windows Activation Monitoring and Troubleshooting Performance Applying Applications and Windows Updates Lab : Monitoring and Troubleshooting Performance

13 – Recovering Data and Operating System

File Recovery in Windows 10 Recovering an OS Lab : Recovering Data Lab : Provisioning Computer to Comply with Company Standards


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Instructor Led