MOC 10982 - Supporting and Troubleshooting Windows 10

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This course provides students with the knowledge and skills that they need to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. Students who take this course must have a good understanding of how to configure Windows 10 and its features, and how they can use these features in enterprise environments. This course focuses on troubleshooting issues with Windows 10 devices.
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 70-697, Windows 10 Configuring exam will also benefit from this course.

  1. Learn to describe the processes involved in planning and using a troubleshooting methodology for Windows 10.
  2. Learn to troubleshoot startup issues and operating system services on a Windows 10 PC.
  3. Learn to resolve issues that pertain to hardware devices and device drivers.
  4. Learn to troubleshoot Windows 10 devices remotely.
  5. Learn to troubleshoot issues that pertain to network connectivity.
  6. Learn to troubleshoot client configuration failures and issues with application of Group Policy Objects.
  7. Learn to troubleshoot issues related to user settings.
  8. Learn to troubleshoot remote connectivity issues.
  9. Learn to resolve issues related to accessing resources from devices that are domain-joined.
  10. Learn to resolve issues related to accessing resources from devices that are not domain-joined.
  11. Learn to troubleshoot issues that pertain to application installation and operation.
  12. Learn to maintain a device running Windows 10.
  13. Learn to recover a device running Windows 10.
  1. Implementing a Troubleshooting Methodology
    1. Overview of Windows 10
    2. Introduction to the EDST Job Role
    3. Overview of the Troubleshooting Steps
    4. Troubleshooting Tools
    5. Lab: Implementing a Troubleshooting Methodology
      1. Implementing a Troubleshooting Methodology
    6. Lab: Using Troubleshooting Tools
      1. Using Troubleshooting Tools
  2. Troubleshooting Startup Issues
    1. Overview of the Windows 10 Startup Recovery Environment
    2. Troubleshooting Startup Settings
    3. Troubleshooting Operating System Services Issues
    4. Recovering BitLocker-Protected Drives
    5. Lab: Troubleshooting Startup Issues
      1. Resolving a Startup Issue (1)
      2. Resolving a Startup Issue (2)
    6. Lab: Recovering BitLocker-Encrypted Drives
      1. Recovering a BitLocker-Encrypted Drive
      2. Creating a New BitLocker Password
  3. Troubleshooting Hardware and Device Drivers
    1. Troubleshooting Device Driver Failures
    2. Overview of Hardware Troubleshooting
    3. Troubleshooting Physical Failures
    4. Monitoring Reliability
    5. Configuring the Registry
    6. Lab: Troubleshooting Device Driver Issues
      1. Troubleshooting a Missing Device Driver
      2. Resolving Hardware Problems
      3. Resolving Device Driver Problem
      4. Configuring Group Policy Settings to Control Device Installation
    7. Lab: Troubleshooting Hardware Issues
      1. Diagnosing Memory and Troubleshooting Failed Disk Redundancy
      2. Accessing a Volume from a Failed Computer
  4. Troubleshooting Remote Computers
    1. Using Remote Desktop
    2. Using Remote Assistance
    3. Remoting with Windows PowerShell
    4. Lab: Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
      1. Using Remote Desktop
      2. Using Remote Assistance
    5. Lab: Troubleshooting Remote Computer by Using Windows PowerShell
      1. Using Windows PowerShell Remoting
  5. Resolving Issues with Network Connectivity Issues
    1. Determining Network Settings
    2. Troubleshooting Network Connectivity
    3. Troubleshooting Name Resolution
    4. Lab: Resolving Network Connectivity Issues
      1. Resolving a Network Problem (1)
      2. Resolving a Network Problem (2)
      3. Troubleshooting a Wireless Network
  6. Troubleshooting Group Policy
    1. Overview of Group Policy Application
    2. Resolving Client-Configuration Failures and GPO Application Issues
    3. Lab: Troubleshooting Issues with Group Policy Application
      1. Resolving Group Policy Application (1)
      2. Resolving Group Policy Application (2)
      3. Resolving Group Policy Application (3)
    4. Lab: Resolving Issues with Group Policy
      1. Resolving Group Policy Application (1)
  7. Troubleshooting User SettingsIn this module, you will examine issues that can occur when users sign in, and you will also learn about how to troubleshoot the application of user settings.Lessons
    1. Troubleshooting Sign In Issues
    2. Troubleshooting the Application of User Settings
    3. Lab: Troubleshooting Sign in Problems
      1. Resolving Sign-In Issue 1
      2. Resolving Sign-In Issue 2
    4. Lab: Troubleshooting the Application of User Settings
      1. Resolving Folder Redirection Issue
  8. Troubleshooting Remote Connectivity
    1. Troubleshooting VPN Connectivity Issues
    2. Troubleshooting DirectAccess
    3. Lab: Troubleshooting VPN Connectivity
      1. Troubleshoot VPN Connectivity Issue 1
      2. Troubleshoot VPN Connectivity Issue 2
    4. Lab: Configuring and Troubleshooting DirectAccess
      1. Prepare the DirectAccess Implementation
      2. Configuring and Verifying Client-Side Settings for DirectAccess
      3. Troubleshooting DirectAccess
  9. Troubleshooting Resource Access Within a Domain
    1. Troubleshooting File Permissions Issues
    2. Recovering Files Encrypted by EFS
    3. Troubleshooting Printer Access Issues
    4. Lab: Troubleshooting File Access Issues
      1. Resolving a File Access Issue (1)
      2. Resolving a File Access Issue (2)
      3. Resolving a File-Access Issue (3)
    5. Lab: Troubleshooting Access to Encrypted Files
      1. Encrypting and Recovering Access to Encrypted Files
    6. Lab: Troubleshooting Printer Issues
      1. Resolving a Printer Access Issue (1)
      2. Resolving a Printer Access Issue (2)
  10. Troubleshooting Resource Access for Clients That Are Not Domain Members
    1. Configuring and Troubleshooting Device Registration
    2. Configuring and Troubleshooting Work Folders
    3. Configuring and Troubleshooting OneDrive Access
    4. Lab: Troubleshooting Resource Access for Clients That Are Not Domain Members
      1. Troubleshooting Device Registration
      2. Troubleshooting Work Folders 1
      3. Troubleshooting Work Folders 2
      4. Troubleshooting OneDrive for Business
  11. Troubleshooting Applications
    1. Troubleshooting Desktop App Installation Issues
    2. Troubleshooting Desktop Apps
    3. Managing Windows Store Apps
    4. Troubleshooting Access to Company Web Applications
    5. Lab: Troubleshooting Desktop Apps
      1. Troubleshooting AppLocker Policy Application
      2. Troubleshooting Application Compatibility Issues
    6. Lab: Troubleshooting Access to Company Web Applications
      1. Troubleshooting Internet Explorer Issues
      2. Troubleshooting Microsoft Edge Issues
  12. Maintaining Windows 10
    1. Managing and Troubleshooting Windows Activation
    2. Monitoring and Troubleshooting Computer Performance
    3. Applying Applications and Windows Updates
    4. Lab: Monitoring and Troubleshooting Performance
      1. Resolve a Performance-Related Issue
      2. Resolve a CPU-Related Performance Issue
      3. Resolve a Disk-Related Performance Issue
  13. Recovering Data and Operating System
    1. File Recovery in Windows 10
    2. Recovering an Operating System
    3. Lab: Recovering Data
      1. Resolving Issues with Previous Versions
    4. Lab: Provisioning Computer to Comply with Company Standards
      1. Provision Computer to Comply with Company Standards
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Class Prerequisites

Experience in the following is required for this Windows class:

  • 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.
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Students rated our MOC 10982 - Supporting and Troubleshooting Windows 10 trainers 9.74 out of 10 based on 13 reviews

I can hardly believe how much I learned in two days. My instructor was knowledgeable, patient, attentive and seemed to really care that we were all "keeping up" with the program. I plan to do another Webucator course as I continue in my education. I highly recommend this program!

Sarah Bazzano, Sonar6
Sausalito CA

Great instructor! She really made learning fun. I will definitely be back for more classes!

Elizabeth Khan, Florida Department of Agriculture and Consumer Services
Tallahassee FL

Even though this was a distance learning class, it felt very much like we were right in class.

Timothy Bell, Perry's Ice Cream
Akron NY

The instructor helped turn our bunch of twits into knowledgeable tweeters.

Aaron Gower, Summer Discovery
Roslyn NY

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