10982: Supporting and Troubleshooting Windows 10

10982: Supporting and Troubleshooting Windows 10


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
  • 70-698, Installing and Configuring Windows 10


In addition to their professional experience, students who attend this training should already have the following technical knowledge:

  • 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.


5 days.

Course Objectives

This is a 5-day ILT course that 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, you 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.
  • Perform system recovery.
  • Resolve issues related to hardware devices and device drivers.
  • Administer Windows 10 devices.
  • Troubleshoot issues related to network connectivity.
  • Configure Windows 10 devices using group policies.
  • Configure user settings.
  • Implement remote connectivity.
  • Configure and troubleshoot resource access.
  • Deploy and troubleshoot applications.
  • Maintain Windows 10 devices.

Course Content

Module 1: Implementing a Troubleshooting Methodology
Overview of Windows 10
Introduction to the EDST Job Role
Overview of Troubleshooting Steps
Troubleshooting Tools
Lab : Using Troubleshooting Tools
After completing this module, you will be able to:
• Describe the Windows 10 operating system, devices it supports, and the Windows 10 architecture.
• Describe the Enterprise Desktop Support Technician (EDST) job role in a Windows 10 environment.
• Explain the troubleshooting methodology for Windows 10.
• Describe Windows 10 troubleshooting tools.

Module 2: Troubleshooting Startup Issues
Overview of the Windows 10 Startup Recovery Environment
Troubleshooting Startup Settings
Recovering BitLocker-Protected Drives
Configuring the Registry
Lab : Troubleshooting Startup Issues
Lab : Recovering BitLocker-Encrypted Drives
After completing this module, you will be able to:
• Describe the Windows 10 startup recovery environment.
• Describe how to configure the registry.
• Explain how to troubleshoot startup settings.
• Recover drives encrypted with Windows BitLocker Drive Encryption.

Module 3: Performing System Recovery
Troubleshooting Operating System Service Issues
Recovering a Computer
Lab : Performing System Recovery
After completing this module, you will be able to:
• Troubleshoot operating system services.
• Recover a computer that is running Windows 10.

Module 4: Troubleshooting Hardware and Device Drivers
Troubleshooting Device Drivers Failures
Overview of Hardware Troubleshooting
Lab : Troubleshooting Hardware and Device Driver Issues
After completing this module, you will be able to:
• Troubleshoot device driver failures.
• Describe the process of troubleshooting hardware.

Module 5: Administering Windows 10
Overview of Administration Tools
Using Remote Desktop
Introduction to Windows PowerShell
Remoting with Windows PowerShell
Introduction to Provisioning
Lab : Troubleshooting Remote Computers Through Remote Desktop
Lab : Troubleshooting a Remote Computer By Using Windows PowerShell
After completing this module, you will be able to:
• Select a suitable remote management tool or technique.
• Use Remote Desktop to manage remote computers.
• Use Windows PowerShell cmdlets and scripts.
• Use Windows PowerShell remoting to manage remote computers.
• Implement provisioning packages.

Module 6: Resolving Issues with Network Connectivity
Determining Network Settings
Troubleshooting Network Connectivity
Troubleshooting Name Resolution
Lab : Resolving Network Connectivity Issues
After completing this module, you will be able to:
• Determine network settings in Windows 10.
• Troubleshoot issues with network connectivity.
• Troubleshoot name resolution issues.

Module 7: Troubleshooting Group Policy
Overview of Group Policy Application
Resolving Client-Configuration Failures and GPO Application Issues
Lab : Troubleshooting Issues with Group Policy Application
After completing this module, students will be able to:
• Describe how you apply GPOs to computers.
• Resolve client-side configuration failures and GPO application issues.

Module 8: Configuring and Troubleshooting User Settings
Troubleshooting Sign-In Issues
Troubleshooting the Application of User Settings
Lab : Troubleshooting Sign-In Issues
Lab : Configuring and Troubleshooting the Application of User Settings
After completing this module, you will be able to:
• Troubleshoot user sign-in issues.
• Troubleshoot the correct application of user settings.

Module 9: Troubleshooting Remote Connectivity
Overview of Remote Access
Troubleshooting Issues with VPN Connectivity
Lab : Troubleshooting VPN Connectivity
After completing this module, you will be able to:
• Describe common remote access technologies.
• Troubleshoot issues with VPN connectivity.

Module 10: Configuring and Troubleshooting Resource Access
Troubleshooting File Permissions Issues
Troubleshooting Issues with Printer Access
Configuring and Troubleshooting File Synchronization
Performing file recovery in Windows 10
Lab : Troubleshooting File-Access Issues
Lab : Troubleshooting Printer Issues
Lab : Configuring and Troubleshooting File Synchronization
Lab : Recovering data
After completing this module, you will be able to:
• Troubleshoot issues with file permissions.
• Troubleshoot issues with accessing printers.
• Configure and troubleshoot file synchronization.
• Configure and troubleshoot file recovery.

Module 11: Troubleshooting Applications
Troubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Universal Windows Apps
Lab : Troubleshooting Desktop Apps
Lab : Provisioning a Kiosk device
After completing this module, you will be able to:
• Troubleshoot desktop app installation issues.
• Troubleshoot desktop apps.
• Manage Universal Windows apps.

Module 12: Maintaining Windows 10
Monitoring and Troubleshooting Computer Performance
Applying Applications and Windows Updates
Lab : Maintaining Windows 10
After completing this module, you will be able to:
• Monitor and troubleshoot Windows 10 performance.
• Update applications and Windows 10.

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