Supporting and Troubleshooting Windows 10

Session Detail:    Classroom, Virtual 5 Day

This course is designed to provide students with the knowledge and skills to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. Students will get a deeper understanding of Windows 10 features, including how they can use them in an Active Directory environment, and how to troubleshoot issues that might occur.


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.

Who Can Benefit

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 is 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

Session Outline

Class Outline

Module 1: Implementing a Troubleshooting Methodology

  • Lesson 1: Overview of Windows 10
  • Lesson 2: Introduction to the EDST Job Role
  • Lesson 3: Overview of Troubleshooting Steps
  • Lesson 4: 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

  • Lesson 1: Overview of the Windows 10 Startup Recovery Environment
  • Lesson 2: Troubleshooting Startup Settings
  • Lesson 3: Recovering BitLocker-Protected Drives
  • Lesson 4: Configuring the Registry

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

  • Lesson 1: Troubleshooting Operating System Service Issues
  • Lesson 2: Recovering a Computer

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


  • Lesson 1: Troubleshooting Device Drivers Failures
  • Lesson 2: Overview of Hardware Troubleshooting

After completing this module, you will be able to:

  • Troubleshoot device driver failures
  • Describe the process of troubleshooting hardware


Module 5: Administering Windows 10

  • Lesson 1: Overview of Administration Tools
  • Lesson 2: Using Remote Desktop
  • Lesson 3: Introduction to Windows PowerShell
  • Lesson 4: Remoting with Windows PowerShell
  • Lesson 5: Introduction to Provisioning

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

  • Lesson 1: Determining Network Settings
  • Lesson 2: Troubleshooting Network Connectivity
  • Lesson 3: Troubleshooting Name Resolution

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

  • Lesson 1: Overview of Group Policy Application
  • Lesson 2: Resolving Client-Configuration Failures and GPO Application Issues

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

  • Lesson 1: Troubleshooting Sign-In Issues
  • Lesson 2: 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

  • Lesson 1: Overview of Remote Access
  • Lesson 2: Troubleshooting Issues with 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

  • Lesson 1: Troubleshooting File Permissions Issues
  • Lesson 2: Troubleshooting Issues with Printer Access
  • Lesson 3: Configuring and Troubleshooting File Synchronization
  • Lesson 4: Performing file recovery in Windows 10

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

  • Lesson 1: Troubleshooting Desktop App Installation Issues
  • Lesson 2: Troubleshooting Desktop Apps
  • Lesson 3: Managing Universal Windows Apps

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

  • Lesson 1: Monitoring and Troubleshooting Computer Performance
  • Lesson 2: Applying Applications and Windows Updates

After completing this module, you will be able to:

  • Monitor and troubleshoot Windows 10 performance
  • Update applications and Windows 10

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Supporting and Troubleshooting Windows 10

5 Day
Classroom, Virtual


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