This course is designed to provide students with the knowledge and skills required to install and configure Windows 10 desktops and devices in a Windows Server domain corporate environment. These skills include learning how to install and customize Windows 10 operating systems and apps, and configure local and remote network connectivity and storage. Students will also learn how to configure data security, device security, and network security, and maintain, update, and recover Windows 10.
Audience profileThe 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.
PrerequisitesBefore 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.
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:Module 1: Implementing a Troubleshooting MethodologyThis 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.
LessonOverview of Windows 10
Introduction to the EDST Job Role
Overview of the Troubleshooting Steps
Troubleshooting Tools
Lab : Implementing a Troubleshooting MethodologyImplementing a Troubleshooting Methodology
Lab : Using Troubleshooting Tools for Windows 10Using Troubleshooting Tools
Module 2: Troubleshooting Startup IssuesThis module explains how to enable students to troubleshoot startup issues and OS services on a computer with Windows 10 installed. 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).
LessonOverview of the Windows 10 Startup Recovery Environment
Troubleshooting Startup Settings
Troubleshooting Operating System Services Issues
Recovering BitLocker-Protected Drives
Lab : Troubleshooting Startup IssuesResolving a Startup Problem (1)
Resolving a Startup Problem (2)
Resolving a Startup Problem (3)
Lab : Recovering BitLocker-Encrypted DrivesRecovering a BitLocker-Encrypted Drive
Creating a New BitLocker Password
Module 3: Troubleshooting Hardware and Device DriversThis module explains how to enable students to resolve issues related to device drivers and hardware devices.
LessonTroubleshooting Device Driver Failures
Overview of Hardware Troubleshooting
Troubleshooting Physical Failures
Monitoring Reliability
Configuring the Registry
Lab : Troubleshooting Device Driver IssuesResolving 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 IssuesDiagnosing Memory
SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices
Accessing Data on a Foreign Volume
Module 4: Troubleshooting Remote ComputersThis module covers how to troubleshoot a remote Windows 10 computer by using Remote Desktop (RD), Windows Remote Assistance and Windows PowerShell remoting.
LessonUsing 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 Network Connectivity IssuesThis 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.
LessonDetermining Network Settings
Troubleshooting Network Connectivity Issues
Troubleshooting Name Resolution
Lab : Resolving Network Connectivity IssuesResolving a Network Problem (1)
Resolving a Network Problem (2)
Troubleshooting a Wireless Network
Lab : Resolving Name Resolution IssuesResolving a Network Problem (1)
Resolving a Network Problem (2)
Resolving a Network Problem (3)
Module 6: Troubleshooting Group PolicyThis module provides an overview of the Group Policy application and describes how to resolve issues in client configuration GPO application.
LessonOverview of Group Policy Application
Resolving Client Configuration Failures and GPO Application Issues
Lab : Troubleshooting Group Policy Application IssuesResolving Group Policy Application (1)
Resolving Group Policy Application (2)
Lab : Resolving Group Policy IssuesResolving Group Policy Application (1)
Resolving Group Policy Application (2)
Lab : Installing and Sharing a PrinterInstalling and Sharing a Printer
Module 7: Troubleshooting User SettingsThis module explains the cause of sign in problems in order to detect the issues and how to troubleshoot them.
LessonTroubleshooting Sign In Issues
Troubleshooting the Application of User Settings
Lab : Trobleshooting Sign in ProblemsResolving Sign in Problem (1)
Resolving Sign in Problem (2)
Resolving Sign in Problem (3)
Lab : Troubleshooting the Application of User SettingsResolving Folder Redirection Problem
Resolving Roaming User Profile Problem
Module 8: Troubleshooting Remote ConnectivityThis module explains how to troubleshoot remote connectivity issues when a virtual private network (VPN) or DirectAccess is used.
LessonTroubleshooting VPN Connectivity Issues
Troubleshooting DirectAccess
Lab : Troubleshooting VPN ConnectivityTroubleshooting VPN Connectivity (1)
Troubleshooting VPN Connectivity (2)
Lab : Configuring and Troubleshooting DirectAccessConfiguring and Verifying DirectAccess Client-Side Settings
Troubleshooting DirectAccess
Module 9: Troubleshooting Resource Access Within a DomainThis 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.
LessonTroubleshooting File Permissions Issues
Recovering Files Encrypted by EFS
Troubleshooting Printer Access Issues
Lab : Troubleshooting File Access IssuesResolving a File Access Issue (1)
Resolving a File Access Issue (2)
Lab : Troubleshooting Access to Encrypted FilesRecovering Encrypted File
Lab : Troubleshooting Printer Access IssuesResolving a Printer Access Issue (1)
Resolving a Printer Access Issue (2)
Module 10: Troubleshooting Resource Access for Non Domain Member ClientsThis module explains how to enable students to resolve problems of resource access from computers that are not domain-joined.
LessonConfiguring and Troubleshooting Device Registration
Configuring and Troubleshooting Work Folders
Configuring and Troubleshooting OneDrive Access
Lab : Troubleshooting Resource Access for Clients that are not Domain MembersTroubleshooting Device Registration
Troubleshooting Work Folders
Troubleshooting OneDrive for Business
Module 11: Troubleshooting ApplicationsThis module explains how to troubleshoot application installation issues and problems in the desktop and Windows Store apps.
LessonTroubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Windows Store Apps
Troubleshooting Access to Company Web Applications
Lab : Troubleshooting Desktop AppsTroubleshooting AppLocker Policy Application
Troubleshooting Application Compatibility issue
Lab : Troubleshooting Access to Company Web ApplicationsTroubleshooting Internet Explorer Issue
Troubleshooting Microsoft Edge Issue
Module 12: Maintaining Windows 10This module explains how to troubleshoot activation issues and performance issues in Windows 10. It also explains how to apply and troubleshoot Windows updates.
LessonManaging and Troubleshooting Windows Activation
Monitoring and Troubleshooting Performance
Applying Applications and Windows Updates
Lab : Monitoring and Troubleshooting PerformanceTroubleshooting a Performance Problem (1)
Troubleshooting a Performance Problem (2)
Troubleshooting a Performance Problem (3)
Module 13: Recovering Data and Operating SystemThis module explains how to use file recovery and troubleshoot deleted files. It also covers how to recover a Windows 10 computer.
LessonFile Recovery in Windows 10
Recovering an OS
Lab : Recovering DataRecovering Data from Azure Backup
Recovering Deleted File by Using File History
Lab : Provisioning Computer to Comply with Company StandardsProvision Computer to Comply with Company Standards