Course Overview
About this Course
Gain the knowledge and skills you need to support the Windows 8.1
operating system and solve technical troubleshooting problems in a Windows
8.1 and Windows Server 2012 R2 networking environment. This course is
designed for IT professionals who have experience with Windows devices and
who work as Windows Enterprise Desktop Support Technicians (EDSTs) in Tier 2
support environments. Through this instructor lead, five day Microsoft
Official Course, with extensive hands-on labs you will learn how key
components of the Windows Operating system work in order to aid in
troubleshooting system problems. How to identify and resolve issues with
networking, Windows Store apps, security, group policy, Internet Explorer,
remote access, and support of mobile devices.
This course uses new versions of Desktop Optimization Package (MDOP),
Application Compatibility Toolkit (ACT), Windows Performance Toolkit (WPT),
Microsoft Message Analyzer, and is the first course that uses the popular
Sysinternals tools, and other tools. This course also helps candidates
prepare for Exam 70-688, MCSA: Supporting Windows 8.1.
NOTE: This course is based on Windows 8.1 Enterprise Edition with domain
services provided by Windows Server 2012 R2.
Microsoft OneDrive is used as part of the lab for this course, which may not
be available in all countries. Please confirm with your Microsoft training
provider that this cloud service is available in your area. Training
Providers please reference the course setup guide for more details.
Audience Profile
This course is primarily intended for the Enterprise Device Support
Technician (EDST), who provide Tier 2 support to users running Windows
desktops and devices in medium to large enterprise organizations, within a
Windows domain environment. EDSTs are experienced IT Professionals who focus
on a broad range of technical issues for Windows operating systems, devices,
cloud services, applications, networking, and hardware support. Key
responsibilities include resolving technical issues pertaining to Windows
installation and migration, activation, performance, profiles, settings and
device synchronization, local and remote network access, access to
applications, access to data and printers, authentication, endpoint security
and policy, operating system and data recovery.
EDSTs must combine technical expertise with problem solving and decision
making skills and a deep understanding of their business and technical
environments to quickly resolve support issues. They consider all variables,
justify resolutions with a logical troubleshooting approach, and relate
tradeoffs while adhering to business and technical requirements and
constraints. EDSTs are primarily responsible for the maintenance and support
of desktops and devices, installing and testing line-of-business
applications on these devices, and physically making changes to user devices
or re-images as required.
The secondary audience for this course can include students preparing to
take exam 70-688.
At Course Completion
After completing
this course, students will be able to:
Describe the processes involved in
planning and using a troubleshooting methodology for Windows 8.1.
Troubleshoot startup issues and
operating system services on a Windows 8.1 system.
Resolve issues related to hardware
devices and device drivers.
Troubleshoot computers remotely.
troubleshoot issues related to
network connectivity.
Troubleshoot client configuration
failures and GPO application issues.
Troubleshoot issues related to user
settings.
Troubleshoot remote connectivity
issues.
Resolve issues related to accessing
resources from computers that are domain-joined.
Resolve issues related to accessing
resources from computers that are not domain-joined.
Troubleshoot issues related to
application installation and operation.
Maintain Windows 8.1 following
deployment.
Design and implement extranet
connectivity for Windows 8.
Recover a computer running Windows
8.1.
Course Outline
Module 1: Implementing a Troubleshooting Methodology
This module provides an introduction to the Windows 8.1 system
architecture and explains how to identify the common troubleshooting
scenarios. The module also provides an overview of a typical troubleshooting
process.
Lessons
Overview of Windows 8.1
Overview of Troubleshooting Steps
Lab : Troubleshooting Windows 8.1
Developing a Plan of Action
After completing this module, students will be able to:
Describe Windows 8.1.
Describe a typical troubleshooting methodology and apply it to
troubleshooting Windows 8.1.
Module 2: Troubleshooting Startup Issues
This module provides an overview of the Windows 8.1 startup recovery
environment and explains how to troubleshoot startup settings and issues.
The module also describes how to recover BitLocker-operated drives.
Lessons
Overview of the Windows 8.1 Startup Recovery Environment
Troubleshooting Startup Settings
Troubleshooting Operating System Services Issues
Recovering BitLocker-Protected Drives
Lab : Troubleshooting Startup Issues
Resolving a Startup problem (1)
Resolving a Startup Problem (2)
Lab : Recovering BitLocker-Encrypted Drives
Recovering a BitLocker-Encrypted Drive
Creating a New BitLocker Password
After completing this module, students will be able to:
Describe the Windows8.1 startup architecture.
Optimize and troubleshoot startup settings.
Troubleshoot Windows 8.1 operating system services.
Recover drives encrypted with BitLocker Drive Encryption.
Module 3: Troubleshooting Hardware and Device Drivers
This module explains how to troubleshoot hardware issues, physical
failures, and device driver failures. It also describes how to monitor
reliability and configure the registry.
Lessons
Overview of Hardware Troubleshooting
Troubleshooting Physical Failures
Troubleshooting Device Driver Failures
Monitoring Reliability
Configuring the Registry
Lab : Troubleshooting Hardware and Device Drivers
Resolving Hardware Issues
Configuring Group Policy Settings to Control Device Installation
After completing this module, students will be able to:
Describe the process for troubleshooting hardware.
Troubleshoot physical hardware failures.
Troubleshoot hardware device drivers.
Monitor Windows 8.1 reliability.
Configure the Windows 8.1 registry.
Module 4: Troubleshooting Remote Computers
This module describes how to perform remote troubleshooting by using
Windows 8.1 features such as Remote Desktop, Remote Assistance, and Windows
PowerShell remoting.
Lessons
Using Remote Desktop
Using Remote Assistance
Remoting with Windows PowerShell
Lab : Troubleshooting Remote Computers
Using Remote Desktop
Using Remote Assistance
Using Windows PowerShell Remoting
After completing this module, students will be able to:
Use Remote Desktop to manage remote computers.
Use Windows Remote Assistance to manage remote computers.
Use Windows PowerShell remoting to manage remote computers.
Module 5: Resolving Network Connectivity Issues
This module explains how to identify network settings and troubleshoot
network connectivity issues in wired and wireless networks, IPv4 and IPv6
connectivity, and name resolution.
Lessons
Determining Network Settings
Troubleshooting Network Connectivity Issues
Lab : Resolving Network Connectivity Issues
Resolving a Network Problem (1)
Resolving a Network Problem (2)
Troubleshooting a Wireless Network
After completing this module, students will be able to:
Determine the network configuration of client computers.
Troubleshoot network connections.
Module 6: Troubleshooting Group Policy
This module provides an overview of the Group Policy application and
describes how to resolve issues in client configuration GPO application.
Lessons
Overview of Group Policy Application
Resolving Client Configuration Failures and GPO Application Issues
Lab : Troubleshooting Group Policy
Resolving Group Policy Application (1)
Resolving Group Policy Application (2)
After completing this module, students will be able to:
Describe how GPOs are applied to computers.
Resolve client-side configuration failures and GPO application issues.
Module 7: Troubleshooting User Settings
This module describes how to troubleshoot sign-in issues and issues in
the application of user settings.
Lessons
Troubleshooting Sign-in Issues
Troubleshooting the Application of User Settings
Lab : Troubleshooting Sign-in Problems
Resolving Sign-in Problem (1)
Resolving Sign-in Problem (2)
Lab : Troubleshooting the Application of User Settings
Resolving Folder Redirection Problem (1)
After completing this module, students will be able to:
Troubleshoot user sign-in issues.
Troubleshoot the application of user desktop settings.
Module 8: Configuring and Troubleshooting Remote Connectivity
This module describes how to troubleshoot issues in VPN connectivity,
NAP, and DirectAccess.
Lessons
Troubleshooting VPN Connectivity Issues
Troubleshooting NAP Issues
Troubleshooting DirectAccess
Lab : Configuring Network Access Protection Client Settings
Configuring and Verifying NAP Client Connectivity
Lab : Configuring and Testing DirectAccess
Configuring DirectAccess Client-Side Settings
After completing this module, students will be able to:
Troubleshoot VPN connections.
Troubleshoot NAP.
Configure and troubleshoot DirectAccess.
Module 9: Troubleshooting Resource Access within a Domain
This module explains how to troubleshoot issues in file access and
permissions. It also describes how to resolve printer access issues.
Lessons
Troubleshooting File Access Issues
Troubleshooting File Permissions Issues
Troubleshooting Printer Access Issues
Lab : Troubleshooting Resource Access within a Domain
Resolving a Logon Script Problem
Resolving a File Permissions Issue
After completing this module, students will be able to:
Troubleshoot file access issues.
Troubleshoot file permissions issues.
Troubleshoot printer access issues.
Module 10: Configuring and Troubleshooting Resource Access for Clients
That Are Not Domain Members
This module describes how to configure and troubleshoot Workplace Join,
Work Folders, and OneDrive Access.
Lessons
Configuring Workplace Join
Configuring and Troubleshooting Work Folders
Configuring and Troubleshooting OneDrive Access
Lab : Configuring and Troubleshooting Resource Access for Clients That Are
Not Domain Members
Troubleshooting Workplace Join
Troubleshooting Work Folders
Troubleshooting OneDrive for Business
Implementing Work Folders
After completing this module, students will be able to:
Configure Workplace Join.
Configure and troubleshoot Work Folders.
Configure and troubleshoot Microsoft OneDrive access.
Module 11: Troubleshooting Applications
This module explains how to troubleshoot application installation issues
and problems in desktop and Windows store apps. The module also describes
how to resolve issues in Internet Explorer and Client Hyper-V.
Lessons
Troubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Windows Store Apps
Troubleshooting Internet Explorer
Implementing Client Hyper-V
Lab : Troubleshooting Desktop Apps
Troubleshooting AppLocker Policy Application
Lab : Troubleshooting Windows Internet Explorer
Resolving a Windows Internet Explorer Issue
After completing this module, students will be able to:
Troubleshoot desktop app installation.
Troubleshoot desktop app compatibility.
Manage Windows Store apps.
Troubleshoot Internet Explorer.
Implement Client Hyper-V.
Module 12: Maintaining Windows 8.1
This module describe how to troubleshoot activation issues and configure
performance options in Windows 8.1. It also explains how to protect a
Windows 8.1 system from malware and viruses and how to apply application and
Windows updates.
Lessons
Managing Windows Activation
Monitoring and Configuring Performance Options in Windows 8.1
Protecting Windows 8.1 from Malware and Viruses
Applying Application and Windows Updates
Lab : Maintaining Windows 8.1
Troubleshooting a Performance Problem
After completing this module, students will be able to:
Manage Windows volume activation.
Monitor and configure performance options in Windows 8.1.
Protect Windows 8.1 from malicious software and viruses.
Update Windows 8.1.
Module 13: Recovering Windows 8.1
This modules explains how to restore files and recover a Windows 8.1
system.
Lessons
File Recovery in Windows 8.1
Recovery Options in Windows 8.1
Lab : Troubleshooting a Windows 8.1 Computer (1)
Recovering Files in Windows 8.1
Lab : Troubleshooting a Windows 8.1 Computer (2)
Recovering a Windows 8.1 Computer
After completing this module, students will be able to:
Recover files in Windows 8.1.
Recover a computer running Windows 8.1.
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 and
fundamentals of AD DS management
Understanding of the Public Key Infrastructure (PKI) components and working
knowledge of the fundamentals of Active Directory Certificate Services (AD
CS)
Windows Server 2008 R2 or Windows Server 2012 fundamentals
Microsoft Windows Client fundamentals; for example, working knowledge of
Windows XP, Windows Vista, Windows 7 and/or Windows 8
Fundamentals of management and experience using the Microsoft Office 2013
system or the Microsoft Office 2010 system
Windows Automated Installation Kit (WAIK) components including Windows PE,
Windows SIM, VAMT, ImageX, USMT, and DISM concepts and fundamentals