Supporting and Troubleshooting Windows 11 (55342/10982)

Course Description:

  The Supporting and Troubleshooting Windows 10 - 10982 course is a 5-day course that is designed to teach students how 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.

Topics covered in the course include:

• 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 (GPOs).
• 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.

Target Student:This course is intended for 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. A secondary audience for this course, are IT professionals that administer and support Windows 10 desktops, devices, users, and associated network and security resources.

Students should have the following prerequisite experience:

• 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.

Section 1: Implementing a Troubleshooting Methodology
This section discusses how to describe the processes involved in establishing and using a troubleshooting methodology. This section also covers various Windows 10 fundamentals, high level architecture and often used troubleshooting tools.

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

Lab :
Implement a Troubleshooting Methodology
• Implement a Troubleshooting Methodology

Lab :
Using Troubleshooting Tools for Windows 10
• Using Troubleshooting Tools

Section 2: Troubleshooting Startup Issues
This section discusses how to enable students to troubleshoot startup issues and OS services on a computer with Windows 10 installed. This section 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).

Topics :
• 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 Problem (1)
• Resolving a Startup Problem (2)
• Resolving a Startup Problem (3)

Lab :
Recovering BitLocker-Encrypted Drives
• Recovering a BitLocker-Encrypted Drive
• Creating a New BitLocker Password

Section 3: Troubleshooting Hardware and Device Drivers
This section discusses how to enable students to resolve issues related to device drivers and hardware devices.

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

Lab :
Troubleshooting Device Driver Issues
• Resolving Hardware Issues
• Configuring Group Policy Settings to Control Device Installation
• Adding a Missing Device Driver to a Driver Store
• Reverting a Problematic Device Driver

Lab :
Troubleshooting Hardware Issues
• Diagnosing Memory
• SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices
• Accessing Data on a Foreign Volume

Section 4: Troubleshooting Remote Computers
This section covers how to troubleshoot a remote Windows 10 computer by using Remote Desktop (RD), Windows Remote Assistance and Windows PowerShell remoting.

Topics :
• 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

Section 5: Resolving Network Connectivity Issues
This section discusses how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.

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

Lab :
Resolving Network Connectivity Issues
• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Troubleshooting a Wireless Network

Lab :
Resolving Name Resolution Issues
• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Resolving a Network Problem (3)

Section 7: Troubleshooting User Settings
This section discusses the cause of sign in problems in order to detect the issues and how to troubleshoot them.

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

Lab :
Troubleshooting Sign in Problems
• Resolving Sign in Problem (1)
• Resolving Sign in Problem (2)
• Resolving Sign in Problem (3)

Lab :
Troubleshooting the Application of User Settings
• Resolving Folder Redirection Problem
• Resolving Roaming User Profile Problem

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