Course Overview
This
five-day instructor-led course provides students with the
knowledge and skills needed to isolate, document and resolve
problems on a Windows 7 desktop or laptop computer. It will also
help test takers prepare for the 70-685 and 70-682 exams.
Audience
This course is intended for Windows 7 desktop support
technicians who resolve Tier 1 and 2 problems on desktop
computers. A minimum of three years of experience configuring
and supporting desktop or laptop operating systems is
recommended.
At Course Completion
After completing this course, students will be able to:
• Identify and Resolve Desktop Application Issues
• Identify the Cause of and Resolve Networking Issues
• Manage and Maintain Systems That Run Windows 7
• Support Mobile Users
• Identify the Cause of and Resolve Security Issues
Prerequisites
Before attending this course, students must have:
• TCP/IP Troubleshooting skills
• Experience working in a domain environment
• Experience using desktop and command-line troubleshooting tools
• Experience installing and troubleshooting desktop application
problems
• Experience configuring registry and group policy settings
Course Outline
Module 1: Identify and Resolve New Software Installation
Issues
This module explains how to fix problems that occur during
the installation of new software.
Lessons
• Overview
• Planning New Software Deployment
• Multilingual Deployment
• Using Group Policy to install software
• Using Software Restriction Policies
• Digitally Signing Software
• Using WMI
• Using Applocker
• Using Virtualization for Testing
• Resolve Software Installation Issues
• Review
Lab : Identify and Resolve New Software Installation
Issues
• Create a Repair Disk and Installation Partitions
• Install and Configure Windows 7
• Install Programs and test Applocker
• Configure Compatibility Settings
After completing this module, students will be able to:
• Understand the different installation options for Windows 7
• Understand the different installation options for Windows 7
applications
• Resolve Windows 7 installation problems
• Prevent users from running unapproved applications
Module 2: Resolve Software Configuration Issues
This module explains how to fix application install problems
caused by older programs or new features and options.
Lessons
• Overview
• Change Default Settings on the Image
• Enable and Disable Features
• Pointing to a Network Resource
• Configuring Updates
• Resolve Configuration Issues with Group Policy
• Driver Updates
• Problem Steps Recorder
• Resolve Software Configuration Issues
• Review
Lab : Resolve Software Configuration Issues
• Install the Windows Automated Installation Kit
• Create a Windows PE bootable image
• Create a VHD disk
• Install Windows 7 on a VHD
• Boot Windows 7 from a VHD
• Use the Problem Steps Recorder
After completing this module, students will be able to:
• Create a Windows 7 VHD disk
• Configure operating system features
• Understand the impact of Driver Updates
• Fix software configuration problems
• Use the Problem Steps Recorder tool
Module 3: Resolve Software Failure
This module explains how to fix problems with applications that
have problems after being installed.
Lessons
• Overview
• Event Viewer
• Event Forwarding
• Application Compatibility Toolkit
• Windows Troubleshooting Platform
• Windows Experience Index
• Testing Compatibility with Safe Mode
• System Restore
• Resolve Software Failure
• Review
Lab : Resolve Software Failure
• Install applications written for older versions of Windows
• Use the Program Compatibility Tool to configure settings for
older applications
• Use PowerShell scripts to configure Network Adapters
• Use the Troubleshooter to enable the network adapter
• Install Windows 7 SDK
• Create a Troubleshooting Pack with the SDK
• Configure Event Forwarding
• Use System Restore
After completing this module, students will be able to:
• Configure Event Forwarding
• Use System Restore to fix desktop problems.
• Create a Windows 7 Troubleshooter
Module 4: Identify and Resolve Logon Issues
This module explains how to fix logon problems and configure
local and roaming logon profiles.
Lessons
• Overview
• Authentication Process
• Machine Accounts
• Trust Relationships
• Network Services
• User Account Properties
• User Profiles
• Resolve Logon Issues
• Review
Lab : Identify and Resolve Logon Issues
• Join a computer to the domain
• Install Remote Server Administration Tools (RSAT)
• Test and Verify Domain User Account Properties
• Create Logoff script using PowerShell
• Test the use of Roaming Profiles
• Test the use of Mandatory Profiles
After completing this module, students will be able to:
• Create Roaming and Mandatory User Profiles
• Configure Machine Accounts in Active Directory
• Configure User Account Properties in Active Directory
Module 5: Identify and Resolve Network Connectivity Issues
This module explains how to troubleshoot connectivity and
network problems for client computers.
Lessons
• Overview
• Scope of the Problem
• Hardware Issues
• TCP/IP Configuration
• Network Routing
• IPSec Configuration
• Network Connectivity Tools
• Branch Cache
• Resolve Network Connectivity Issues
• Review
Lab : Identify and Resolve Network Connectivity Issues
• Use command-line tools to identify and fix network
connectivity problems
• Fix connectivity problems caused by problem scripts
After completing this module, students will be able to:
• Use command-line tools to troubleshoot connectivity
problems.
• Use the Windows Troubleshooters to fix configuration issues.
• Configure Advanced TCP/IP options on a client computer
Module 6: Identify and Resolve Name Resolution Issues
This module explains how to use network services and local
computer files to resolve computer names.
Lessons
• Overview
• DNS Name Resolution
• Using a Hosts files
• WINS Configuration
• Using LMHOSTS files
• Name Resolution Order
• Manual vs DHCP Configuration
• Resolve Name Resolution Issues
• Review
Lab : Identify and Resolve Name Resolution Issues
• Configure and Test DNS Resolution
• Configure and Test Hosts File Resolution
• Configure and Test NetBIOS Resolution
After completing this module, students will be able to:
• Configure records on a DNS Server
• Configure HOSTS records
• Using command-line and scripting tools to configure TCP/IP
settings
Module 7: Identify and Resolve Network Printer Issues
This module explains how to configure printer settings and
security.
Lessons
• Overview
• Connecting to a Network Printer
• Managing the Print Spooler
• Setting Printer Priorities
• Creating Printer Pools
• Configuring Drivers
• Printer Schedules
• Printer Permissions
• Manage Printers with Group Policy Settings
• Resolve Network Printer Issues
• Review
Lab : Identify and Resolve Network Printer Issues
• Install local and network printers
• Create and use a separator page
• Configure Printer Redirection and Printer Pooling
• Move the Print Spooler Directory
After completing this module, students will be able to:
• Optimize the performance of the Print Spooler
• Redirect Print Jobs from non-functioning Printers
• Manage Active Directory registration of Printers
• Manage Printer Permissions
Module 8: Identify and Resolve Performance Issues
This module explains how to improve the performance of a
system by monitoring and controlling the use of resources by
applications.
Lessons
• Overview
• Analyzing Event Logs
• Setting Power Management
• Optimize Processor Usage
• Optimizing Memory Usage
• Optimize Hard Drive Usage
• Optimize Network Usage
• Performance Tools
• Resolve Performance Issues
• Review
Lab : Identify and Resolve Performance Issues
• Schedule and Perform a Disk Defragmentation
• Using Task Manager
• Using Resource Monitor
• Display a message when a Service stops
After completing this module, students will be able to:
• Configure automatic responses to Service failure
• Manage the use of Processing resources by applications
• View and control active connections to a computer
• Optimize Hard-Disk performance
Module 9: Identify and Resolve Hardware Failure Issues
This module explains how to diagnose hardware problems on a
computer.
Lessons
• Overview
• Diagnosing Memory Failure Issues
• Hard Drive Issues
• Network Card Issues
• Power Supply Issues
• Windows Hardware Diagnostic Tools
• Resolve Hardware Failure Issues
• Review
Lab : Identify and Resolve Hardware Failure Issues
• Use the Windows Memory Diagnostics Tool
• Fix Hard Disk Errors
• Use the Reliability Monitor
• Use Event Viewer to Find Hardware Information
After completing this module, students will be able to:
• Understand how to be proactive in dealing with hardware
problems
• Use Windows 7 hardware diagnostic tools
Module 10: Identify and Resolve Wireless Connectivity
Issues
This module explains how to configure reliable and secure
wireless connectivity for client computers.
Lessons
• Overview
• Signal Strength
• Wireless Security
• Wireless Profiles
• Management Options for Wireless Devices
• Resolve Wireless Connectivity Issues
• Review
Lab : Identify and Resolve Wireless Connectivity Issues
• No Lab Exercises
After completing this module, students will be able to:
• Understand the encryption options available for wireless
networks
• Use Windows 7 Wireless security options
• Fix client connectivity problems
Module 11: Identify and Resolve Remote Access Issues
This module explains how to configure remote network
connections for client computers.
Lessons
• Overview
• Remote Access Methods
• Dial-up Configuration
• VPN Configuration
• DirectAccess Configuration
• Authentication Protocols
• Resolve Remote Access Issues
• Review
Lab : Identify and Resolve Remote Access Issues
• Configure Remote Access settings for a domain user account
• Create and Test a VPN Connection
After completing this module, students will be able to:
• Understand the security options available when creating
remote access connections
• Understand the new capabilities of VPN connections that use
DirectAccess
• Resolve connectivity problems for VPN and Dial-Up connections
Module 12: Manage File Synchronization
This module explains how to allow end-users to work with
network files that are being synchronized on their local
desktops or laptops.
Lessons
• Overview
• Configuring Offline File Access
• Synchronization Settings
• Transparent Caching
• Roaming Profiles
• Restoring Network Files
• Resolve File Synchronization Problems
• Review
Lab : Manage File Synchronization
• Configure and Test Offline Files
• Restore the Previous Version of a File
After completing this module, students will be able to:
• Configure Transparent Caching
• Restore deleted network files
Module 13: Identify and Resolve Internet Explorer Security
Issues
This module explains how to configure the security features
in Internet Explorer to protect user information and privacy.
Lessons
• Overview
• Configure Security Zone
• Configure Security Levels
• Configure Privacy Settings
• Managing Add-ons
• Configure Smart Screen Filter
• Other Security Issues
• Resolve Internet Explorer Security Issues
• Review
Lab : Identify and Resolve Internet Explorer Security
Issues
• Configure Trusted Security Zone
• Configure the Security and Privacy Features in IE
• Configure Group Policy Settings for Internet Explorer
After completing this module, students will be able to:
• How to use new security features like Smart Screen
Filtering
• Manage Internet Explorer Add-ons
• Use IE features to warn the user about potential security
problems
• Understand new features in Internet Explorer 9
Module 14: Identify and Resolve Firewall Issues
This module explains how to configure Windows Firewall to
secure network traffic and applications on a computer.
Lessons
• Overview
• Securing Network Applications and Features
• Program and Port Exceptions
• Configuring Notifications and Logging
• Network Security Tools
• Resolve Firewall Issues
• Review
Lab : Identify and Resolve Firewall Issues
• Configure and Test Firewall Rules for an application
• Fix Application Problems Caused by Firewall Rules
After completing this module, students will be able to:
• Block applications from communicating over the network
• Record and setup notifications of unapproved network
communication
• Fix problems caused by improper configuration of Windows
Firewall
Module 15: Identify and Resolve Issues Due To Malicious
Software
This module explains how to restore a computer system after
an attack by viruses or other malicious software.
Lessons
• Overview
• Proactive Malware Protection
• Protecting Internet Explorer
• Windows and Anti-Virus Updates
• Recovering From Malware Infection
• Resolve Issues Due To Malicious Software
• Review
Lab : Identify and Resolve Issues Due To Malicious
Software
• Use the Action Center to manage UAC settings
• Use Windows Defender
• Use System File Checker
• Use the Malicious Software Removal Tool
After completing this module, students will be able to:
• Identify problems caused by viruses and other malware.
• How to protect Internet Explorer and E-mail applications from
malware attack
• How to prevent data loss and fix a computer after a malware
attack
• Install and configure Microsoft Security Essentials
Module 16: Identify and Resolve Encryption Issues
This module explains how to fix problems caused by using
encryption on a Windows computer.
Lessons
• Overview
• Configuring a Recovery Agent
• Using EFS
• Using BitLocker
• Encryption Tools
• Resolve Encryption Issues
• Review
Lab : Identify and Resolve Encryption Issues
• Encrypt Files using EFS
• Configure EFS Sharing
• Configure a Recovery Agent
After completing this module, students will be able to:
• Recover from lost encryption keys
• How to encrypt individual files using EFS
• Use BitLocker to protect laptops and insecure computers
Module 17: Identify and Resolve Software Update Issues
This module explains how to enable and use the software
update features available in Windows 7.
Lessons
• Overview
• Types of Windows Updates
• Using Windows Update
• Using Microsoft Update
• Resolve Software Update Issues
• Review
Lab : Identify and Resolve Software Update Issues
• Configure Windows Updates using desktop settings
• Configure Windows Updates using Group Policy settings
After completing this module, students will be able to:
• Configure client computers to get updates from the local
network instead of the Internet
• Understand the different options available when updating the
operating system
• Understand how to configure automatic updates for Microsoft
applications