"Charting the Course ...

... to Your Success!"

MOC 10982 B Supporting and Troubleshooting Windows 10

Course Summary
Description

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.

Objectives
At the end of 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 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.
 Troubleshoot issues related to user settings.
 Troubleshoot remote connectivity issues.
 Resolve issues related to accessing resources from devices that are domain-joined.
 Resolve issues related to accessing resources from devices that are not domain-joined.
 Troubleshoot issues that pertain to application installation and operation.
 Maintain a device running Windows 10.
 Recover a device running Windows 10.

Topics

 Implementing a Troubleshooting  Troubleshooting Remote Connectivity

Methodology  Troubleshooting Resource Access Within
 Troubleshooting Startup Issues a Domain
 Troubleshooting Hardware and Device  Troubleshooting Resource Access for
Drivers Clients That Are Not Domain Members
 Troubleshooting Remote Computers  Troubleshooting Applications
 Resolving Issues with Network  Maintaining Windows 10
Connectivity Issues  Recovering Data and Operating System
 Troubleshooting Group Policy
 Troubleshooting User Settings

Audience

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.

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for
informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these
names generically
 "Charting the Course ...

... to Your Success!"

MOC 10982 B Supporting and Troubleshooting Windows 10

Course Summary (cont’d)

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 is 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.

Prerequisites

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.

Duration

Five days

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for
informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these
names generically
 "Charting the Course ...

... to Your Success!"

MOC 10982 B Supporting and Troubleshooting Windows 10

Course Outline

I. Implementing a Troubleshooting III. Troubleshooting Hardware and Device

Methodology Drivers
This module explains how to describe the This module explains how to support users that
processes involved in establishing and using a utilize a multitude of devices that run Windows
troubleshooting methodology. Module also 10. It will also describe how an operating system
covers various Windows 10 fundamentals, high uses device drivers, and how you can
level architecture and often used troubleshooting troubleshoot hardware devices and device
tools. drivers. The module also covers how to monitor
A. Overview of Windows 10 the reliability of a Windows 10 device and
B. Introduction to the EDST Job Role troubleshoot any issue that might occur.
C. Overview of the Troubleshooting A. Troubleshooting Device Driver
Steps Failures
D. Troubleshooting Tools B. Overview of Hardware
Lab : Implementing a Troubleshooting Troubleshooting
Methodology C. Troubleshooting Physical Failures
 Implementing a Troubleshooting D. Monitoring Reliability
Methodology E. Configuring the Registry
Lab : Using Troubleshooting Tools Lab : Troubleshooting Device Driver Issues
 Using Troubleshooting Tools  Troubleshooting a Missing Device
Driver
II. Troubleshooting Startup Issues  Resolving Hardware Problems
This module describes how to identify and  Resolving Device Driver Problem
troubleshoot issues that affect the Windows 10  Configuring Group Policy Settings to
operating system’s ability to start, and how to Control Device Installation
identify problematic services that run on the Lab : Troubleshooting Hardware Issues
operating system. It also describes how to use  Diagnosing Memory and
the Windows 10 advanced troubleshooting tools, Troubleshooting Failed Disk
collectively known as the Windows Recovery Redundancy
Environment (Windows RE).  Accessing a Volume from a Failed
A. Overview of the Windows 10 Startup Computer
Recovery Environment
B. Troubleshooting Startup Settings IV. Troubleshooting Remote Computers
C. Troubleshooting Operating System This module explores three ways in which you
Services Issues can remotely connect to and manage remote
D. Recovering BitLocker-Protected computers: Remote Desktop, Windows Remote
Drives Assistance, and Windows PowerShell remoting.
Lab : Troubleshooting Startup Issues A. Using Remote Desktop
 Resolving a Startup Issue (1) B. Using Remote Assistance
 Resolving a Startup Issue (2) C. Remoting with Windows PowerShell
Lab : Recovering BitLocker-Encrypted Drives Lab : Troubleshooting Remote Computer by
 Recovering a BitLocker-Encrypted using Remote Desktop and Remote
Drive Assistance
 Creating a New BitLocker Password  Using Remote Desktop
 Using Remote Assistance

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for
informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these
names generically
 "Charting the Course ...

... to Your Success!"

MOC 10982 B Supporting and Troubleshooting Windows 10

Course Outline (cont’d)

Lab : Troubleshooting Remote Computer by Lab : Troubleshooting Sign in Problems

Using Windows PowerShell VIII. Resolving Sign-In Issue 1
 Using Windows PowerShell Remoting IX. Resolving Sign-In Issue 2
Lab : Troubleshooting the Application of
V. Resolving Issues with Network User Settings
Connectivity Issues  Resolving Folder Redirection Issue
This module explains the tools that you can use
to set up and troubleshoot both wired and X. Troubleshooting Remote Connectivity
wireless network connections more efficiently. This module explains these technologies,
This module also explains how to support your describes common problems with their
organization’s network infrastructure, and how to implementation and usage, and provides several
use these tools to configure and troubleshoot possible mitigations for those problems.
network connections. A. Troubleshooting VPN Connectivity
A. Determining Network Settings Issues
B. Troubleshooting Network Connectivity B. Troubleshooting DirectAccess
C. Troubleshooting Name Resolution Lab : Troubleshooting VPN Connectivity
Lab : Resolving Network Connectivity Issues  Troubleshoot VPN Connectivity Issue
 Resolving a Network Problem (1) 1
 Resolving a Network Problem (2)  Troubleshoot VPN Connectivity Issue
 Troubleshooting a Wireless Network 2
Lab : Configuring and Troubleshooting
VI. Troubleshooting Group Policy DirectAccess
This module provides an overview of the Group  Prepare the DirectAccess
Policy application and describes how to resolve Implementation
issues in client configuration GPO application.  Configuring and Verifying Client-Side
A. Overview of Group Policy Application Settings for DirectAccess
B. Resolving Client-Configuration  Troubleshooting DirectAccess
Failures and GPO Application Issues
Lab : Troubleshooting Issues with Group XI. Troubleshooting Resource Access
Policy Application Within a Domain
 Resolving Group Policy Application (1) This module explains how to resolve problems
 Resolving Group Policy Application (2) of resource access from computers that are
 Resolving Group Policy Application (3) domain members. It explains how to
Lab : Resolving Issues with Group Policy troubleshoot file permission issues, encrypting
 Resolving Group Policy Application (1) file system (EFS) and printer access issues.
A. Troubleshooting File Permissions
VII. Troubleshooting User Settings Issues
In this module, you will examine issues that can B. Recovering Files Encrypted by EFS
occur when users sign in, and you will also learn C. Troubleshooting Printer Access Issues
about how to troubleshoot the application of user Lab : Troubleshooting File Access Issues
settings.  Resolving a File Access Issue (1)
A. Troubleshooting Sign In Issues  Resolving a File Access Issue (2)
B. Troubleshooting the Application of  Resolving a File-Access Issue (3)
User Settings

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for
informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these
names generically
 "Charting the Course ...

... to Your Success!"

MOC 10982 B Supporting and Troubleshooting Windows 10

Course Outline (cont’d)

Lab : Troubleshooting Access to Encrypted Lab : Troubleshooting Desktop Apps

Files  Troubleshooting AppLocker Policy
 Encrypting and Recovering Access to Application
Encrypted Files  Troubleshooting Application
Lab : Troubleshooting Printer Issues Compatibility Issues
 Resolving a Printer Access Issue (1) Lab : Troubleshooting Access to Company
 Resolving a Printer Access Issue (2) Web Applications
 Troubleshooting Internet Explorer
XII. Troubleshooting Resource Access for Issues
Clients That Are Not Domain Members  Troubleshooting Microsoft Edge
This module explains how to enable students to Issues
resolve problems of resource access from
computers that are not domain-joined. XIV. Maintaining Windows 10
A. Configuring and Troubleshooting This module discusses how to provide for the
Device Registration ongoing maintenance of Windows 10 operating
B. Configuring and Troubleshooting systems.
Work Folders A. Managing and Troubleshooting
C. Configuring and Troubleshooting Windows Activation
OneDrive Access B. Monitoring and Troubleshooting
Lab : Troubleshooting Resource Access for Computer Performance
Clients That Are Not Domain Members C. Applying Applications and Windows
 Troubleshooting Device Registration Updates
 Troubleshooting Work Folders 1 Lab : Monitoring and Troubleshooting
 Troubleshooting Work Folders 2 Performance
 Troubleshooting OneDrive for  Resolve a Performance-Related Issue
Business  Resolve a CPU-Related Performance
Issue
XIII. Troubleshooting Applications  Resolve a Disk-Related Performance
This module examines the issues, including Issue
application compatibility issues that affect a
user’s ability to install and run these two types of XV. Recovering Data and Operating System
applications. This module also covers how users This module explains how to use file recovery
can resolve web browser related issues, and troubleshoot deleted files. It also covers
specifically issues associated with both Internet how to recover a Windows 10 computer.
Explorer and Microsoft Edge. A. File Recovery in Windows 10
A. Troubleshooting Desktop App B. Recovering an Operating System
Installation Issues Lab : Recovering Data
B. Troubleshooting Desktop Apps  Resolving Issues with Previous
C. Managing Windows Store Apps Versions
D. Troubleshooting Access to Company Lab : Provisioning Computer to Comply with
Web Applications Company Standards
 Provision Computer to Comply with
Company Standards

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for
informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these
names generically