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OD10982 Supporting and Troubleshooting Windows 10 (90 Day)

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This 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.

Module 1: Implementing a Troubleshooting Methodology
This module explains the processes of establishing and using a troubleshooting methodology in Windows 10. This module also covers various Windows 10 fundamentals, high-level architecture, and often-used troubleshooting tools. It also explains the role of an EDST (Enterprise Desktop Support Technician) in a Windows 10 environment.
Lessons

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

Lab : Implementing a Troubleshooting Methodology

Implementing a Troubleshooting Methodology

Lab : Using Troubleshooting Tools

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.
Understand the Enterprise Desktop Support Technician (EDST) role in a Windows 10 environment.
Understand the troubleshooting methodology for Windows 10.
Describe Windows 10 troubleshooting tools.
Use 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).
Lessons

Overview of the Windows 10 Startup Recovery Environment
Troubleshooting Startup Settings
Troubleshooting Operating System Service Issues
Recovering BitLocker-Protected Drives

Lab : Troubleshooting Startup Issues

Resolving a Startup Issue (1)
Resolving a Startup Issue (2)

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 describes 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 issues that might occur.
Lessons

Troubleshooting Device Drivers 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 Problems
Configuring Group Policy Settings to Control Device Installation

Lab : Troubleshooting Hardware Issues

Diagnosing Memory and Troubleshooting Failed Disk Redundancy
Accessing a Volume from a Failed Computer

After completing this module, students will be able to:

Troubleshoot hardware device drivers.
Describe the process of troubleshooting hardware.
Troubleshoot physical hardware failures.
Monitor the reliability of Windows 10 devices.
Configure the Windows 10 registry.

Module 4: Troubleshooting Remote Computers
The focus of this module is on using tools that are designed specifically to facilitate remote management connections. 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.
Lessons

Using Remote Desktop
Using Remote Assistance
Remoting with Windows PowerShell

Lab : Troubleshooting Remote Computers Through Remote Desktop and Remote Assistance

Using Remote Desktop
Using Remote Assistance

Lab : Troubleshooting a Remote Computer By Using Windows PowerShell

Using Windows PowerShell Remoting

After completing this module, students will be able to:

Use Remote Desktop to manage remote computers.
Use Remote Assistance to manage remote computers.
Use Windows PowerShell remoting to manage remote computers.

Module 5: Resolving Issues with Network Connectivity
This module describes 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 configure and troubleshoot network connections.
Lessons

Determining Network Settings
Troubleshooting Network Connectivity
Troubleshooting Name Resolution

Lab : Resolving Network Connectivity Issues

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

After completing this module, students will be able to:

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

Module 6: Troubleshooting Group Policy
This module provides an overview of Group Policy and describes how to apply GPOs to computers. It also explains how to resolve configuration problems and issues with applying GPOs.
Lessons

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

Lab : Troubleshooting Issues with Group Policy Application

Resolving Group Policy Application (1)
Resolving Group Policy Application (2)
Resolving Group Policy Application (3)

Lab : Resolving Issues with Group Policy

Resolving Group Policy Application (1)

After completing this module, students will be able to:

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

Module 7: Troubleshooting User Settings
In this module, you will examine issues that can occur when users sign in. You will study the methods that you can use to identify the causes of sign-in issues, and learn how to troubleshoot them. You will also learn how to troubleshoot the application of user settings.
Lessons

Troubleshooting Sign-In Issues
Troubleshooting the Application of User Settings

Lab : Troubleshooting Sign-In Issues

Resolving Sign-In Issue 1
Resolving Sign-In Issue 2

Lab : Troubleshooting the Application of User Settings

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 8: Troubleshooting Remote Connectivity
This module explains the virtual private network (VPN) and DirectAccess technologies, and the common problems with their implementation and usage. The module also provides several possible mitigations for these problems.
Lessons

Troubleshooting Issues with VPN Connectivity
Troubleshooting DirectAccess

Lab : Troubleshooting VPN Connectivity

Troubleshoot VPN Connectivity Issue 1
Troubleshoot VPN Connectivity Issue 2

Lab : Configuring and Troubleshooting DirectAccess

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

After completing this module, students will be able to:

Troubleshoot issues with VPN connectivity.
Configure and troubleshoot DirectAccess.

Module 9: Troubleshooting Resource Access within a Domain
This module explains how to resolve problems related to resource access from computers that are domain members. It explains how to troubleshoot file permission issues, encrypting file system (EFS) issues, and printer access issues.
Lessons

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

Lab : Troubleshooting File-Access Issues

Resolving a File-Access Issue (1)
Resolving a File-Access Issue (2)
Resolving a File-Access Issue (3)

Lab : Troubleshooting Access to Encrypted Files

Encrypting and Recovering Access to Encrypted Files

Lab : Troubleshooting Printer Issues

Resolving a Printer Issue (1)
Resolving a Printer Issue (2)

After completing this module, students will be able to:

Troubleshoot issues with file permissions.
Recover files encrypted by EFS.
Troubleshoot issues with accessing printers.

Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
This module explains how to resolve problems related to resource access from computers that are not domain members. You will learn how to configure and troubleshoot the Work Folders feature, which enables users to access organizational data securely from their personal devices. You will also learn how to configure and troubleshoot access to Microsoft OneDrive.
Lessons

Configuring and Troubleshooting Work Folders
Configuring and Troubleshooting OneDrive Access

Lab : Troubleshooting Resource Access for Clients That Are Not Domain Members

Troubleshooting Work Folders 1
Troubleshooting Work Folders 2
Troubleshooting OneDrive for Business

After completing this module, students will be able to:

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

Module 11: Troubleshooting Applications
Windows 10 supports the installation and use of two types of applications: desktop apps and Universal Windows apps. This module examines these two types of applications, and the issues—including application compatibility issues—that affect a user’s ability to install and run them. This module also covers how users can resolve web browser–related issues, specifically issues associated with both Microsoft Internet Explorer and Microsoft Edge.
Lessons

Troubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Universal Windows Apps
Troubleshooting Access to Company Web Applications

Lab : Troubleshooting Desktop Apps

Troubleshooting AppLocker Policy Applications
Troubleshooting Application Compatibility Issues

Lab : Troubleshooting Access to Company Web Applications

Troubleshooting Internet Explorer Issues
Troubleshooting Microsoft Edge Issues

After completing this module, students will be able to:

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

Module 12: Maintaining Windows 10
Once the Windows 10 operating system is activated on your computers, you must establish procedures to monitor their performance and ensure that they remain up-to-date with the latest operating system updates and security fixes. This module discusses how to provide for the ongoing maintenance of Windows 10 operating systems.
Lessons

Managing and Troubleshooting Windows Activation
Monitoring and Troubleshooting Computer 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 Systems
This module explains how to use file recovery and troubleshoot deleted files. It also describes how to recover a Windows 10 computer.
Lessons

File Recovery in Windows 10
Recovering an Operating System

Lab : Recovering Data

Resolving Issues with Previous Versions

Lab : Provisioning Computers to Comply with Company Standards

Provisioning a Computer to Comply with Company Standards

After completing this module, students will be able to:

Recover files in Windows 10 by configuring and using file recovery features.
Recover a computer that is running Windows 10.

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