Course M10982 Supporting and Troubleshooting Microsoft Windows 10

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.

After completing this course, students will be able to:
  • 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
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. 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 following exams will also benefit from this course: 70-697, Configuring Windows Devices or 70-698, Installing and Configuring Windows 10.

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 2016 fundamentals
  • Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2
  1. Implementing a Troubleshooting Methodology
    • Overview of Windows 10
    • Introduction to the EDST Job Role
    • Overview of Troubleshooting Steps
    • Troubleshooting Tools
    • Implementing a Troubleshooting Methodology
    • Using Troubleshooting Tools
  2. Troubleshooting Startup Issues
    • Overview of the Windows 10 Startup Recovery Environment
    • Troubleshooting Startup Settings
    • Troubleshooting Operating System Service Issues
    • Recovering BitLocker-Protected Drives
    • Resolving a Startup Issue (1)
    • Resolving a Startup Issue (2)
    • Recovering a BitLocker-Encrypted Drive
    • Creating a New BitLocker Password
  3. Troubleshooting Hardware and Device Drivers
    • Troubleshooting Device Drivers Failures
    • Overview of Hardware Troubleshooting
    • Troubleshooting Physical Failures
    • Monitoring Reliability
    • Configuring the Registry
    • Troubleshooting a Missing Device Driver
    • Resolving Hardware Problems
    • Resolving Device Driver Problems
    • Configuring Group Policy Settings to Control Device Installation
    • Diagnosing Memory and Troubleshooting Failed Disk Redundancy
    • Accessing a Volume from a Failed Computer
  4. Troubleshooting Remote Computers
    • Using Remote Desktop
    • Using Remote Assistance
    • Remoting with Windows PowerShell
    • Using Remote Desktop
    • Using Remote Assistance
    • Using Windows PowerShell Remoting
  5. Resolving Issues with Network Connectivity
    • Determining Network Settings
    • Troubleshooting Network Connectivity
    • Troubleshooting Name Resolution
    • Resolving a Network Problem (1)
    • Resolving a Network Problem (2)
    • Troubleshooting a Wireless Network
  6. Troubleshooting Group Policy
    • Overview of Group Policy Application
    • Resolving Client-Configuration Failures and GPO Application Issues
    • Resolving Group Policy Application (1)
    • Resolving Group Policy Application (2)
    • Resolving Group Policy Application (3)
    • Resolving Group Policy Application (1)
  7. Troubleshooting User Settings
    • Troubleshooting Sign-In Issues
    • Troubleshooting the Application of User Settings
    • Resolving Sign-In Issue 1
    • Resolving Sign-In Issue 2
    • Resolving a Folder Redirection Issue
  8. Troubleshooting Remote Connectivity
    • Troubleshooting Issues with VPN Connectivity
    • Troubleshooting DirectAccess
    • Troubleshoot VPN Connectivity Issue 1
    • Troubleshoot VPN Connectivity Issue 2
    • Prepare the DirectAccess Implementation
    • Configuring and Verifying Client-Side Settings for DirectAccess
    • Troubleshooting DirectAccess
  9. Troubleshooting Resource Access within a Domain
    • Troubleshooting File Permissions Issues
    • Recovering Files Encrypted by EFS
    • Troubleshooting Issues with Printer Access
    • Resolving a File-Access Issue (1)
    • Resolving a File-Access Issue (2)
    • Resolving a File-Access Issue (3)
    • Encrypting and Recovering Access to Encrypted Files
    • Resolving a Printer Issue (1)
    • Resolving a Printer Issue (2)
  10. Troubleshooting Resource Access for Clients
    • Configuring and Troubleshooting Work Folders
    • Configuring and Troubleshooting OneDrive Access
    • Troubleshooting Work Folders 1
    • Troubleshooting Work Folders 2
    • Troubleshooting OneDrive for Business
  11. Troubleshooting Applications
    • Troubleshooting Desktop App Installation Issues
    • Troubleshooting Desktop Apps
    • Managing Universal Windows Apps
    • Troubleshooting Access to Company Web Applications
    • Troubleshooting AppLocker Policy Applications
    • Troubleshooting Application Compatibility Issues
    • Troubleshooting Internet Explorer Issues
    • Troubleshooting Microsoft Edge Issues
  12. Maintaining Windows 10
    • Managing and Troubleshooting Windows Activation
    • Monitoring and Troubleshooting Computer Performance
    • Applying Applications and Windows Updates
    • Resolve a Performance-Related Issue
    • Resolve a CPU-Related Performance Issue
    • Resolve a Disk-Related Performance Issue
  13. Recovering Data and Operating Systems
    • File Recovery in Windows 10
    • Recovering an Operating System
    • Resolving Issues with Previous Versions
    • Provisioning a Computer to Comply with Company Standards

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