Course Code: 19301

55342 Supporting and Troubleshooting Windows 11

Class Dates:
4 Days
Class Time:
Instructor-Led Training, Virtual Instructor-Led Training


  • Course Overview
  • This is a 4-day ILT course that is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 11 PCs and devices in an on-premises Windows Server Active Directory domain environment. These skills include understanding:

    - Important Windows 11 features

    - How these features are used in an Active Directory

    - How to troubleshoot these features
  • Audience
  • The primary audience for this course is Desktop Support Technicians (DSTs). These technicians provide Tier 2 support to users with domain-joined computers running the Windows 11 OS, typically in medium to large enterprise organizations. These DSTs focus on a broad range of technical issues for:

    - Windows 11
    - Devices
    - Cloud services
    - Apps
    - Networking
    - Hardware


  • 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 fundamentals.
    Microsoft Windows Client essentials; for example, experience with Windows 10 or 11 or knowledge from the M70697A: Implementing and Managing Windows 11 course.

    Other key responsibilities include:

    - Configuring and troubleshooting local and remote network access
    - Configuring and troubleshooting access to apps
    - Troubleshooting access to data and printers
    - Troubleshooting authentication, Endpoint security and policy
    - OS and data recovery

Course Details

  • At Course Completion
  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 11.
  • Troubleshoot startup issues and operating system services on a Windows 11 PC.
  • Perform system recovery.
  • Resolve issues related to hardware devices and device drivers.
  • Administer Windows 11 devices.
  • Troubleshoot issues related to network connectivity.
  • Configure Windows 11 devices by using Group Policy.
  • Configure and troubleshoot user settings.
  • Configure and troubleshoot resource access.
  • Implement remote connectivity.
  • Deploy and troubleshoot applications.
  • Maintain Windows 11 devices.
  • Module 1: Introducing Windows 11
  • Overview of Windows 11, New features in Windows 11
  • Highlight significant changes from Windows 10
  • Brief overview of UI changes
  • Includes overview of system architecture, including both Linux and Android subsystems
  • Troubleshooting installation and deployment
  • Overview of required hardware, identifying differences from Windows 10
  • Describe common reasons why devices cannot upgrade to Windows 11
  • Recommendations for typical troubleshooting procedures, Introduction to troubleshooting tools
  • Task Manager, Resource Monitor, Performance Monitor
  • Review of revised Settings app
  • Lab 1: Using Windows 11 Troubleshooting Tools
  • Module 2: Administering Windows 11 Remotely
  • Overview of administration tools
  • Using Remote Desktop
  • Using Quick Assist
  • Using Windows Admin Center
  • Introduction to Windows PowerShell
  • Remoting with Windows PowerShell
  • Enabling PowerShell Remoting
  • Trusted hosts
  • Introduction to provisioning
  • Lab 1: Administering Windows 11 remotely
  • Implement Remote Desktop
  • Manage remote computers using Windows PowerShell
  • Module 3: Troubleshooting startup and performing system recovery
  • Overview of the Windows 11 Recovery Environment
  • Configuring the Registry
  • Troubleshooting startup settings
  • Recovering BitLocker-protected drives
  • Troubleshooting OS service Issues
  • Recovering a computer
  • ab 1: Troubleshooting startup and performing system recovery
  • Explore Windows RE
  • Resolve a startup issue
  • Configure and recover BitLocker
  • Recover a computer after failure
  • Module 4: Troubleshooting devices and device drivers
  • Overview of hardware troubleshooting
  • Group Policy settings than can control/inhibit hardware installation
  • Troubleshooting device driver failures
  • Lab 1: Troubleshooting devices and device drivers
  • Troubleshoot missing drivers
  • Resolve a hardware issue
  • Module 5: Configuring and troubleshooting network connectivity
  • Identifying incorrectly configured network and TCP/IP settings
  • Overview of IPv4 subnet addressing to help identify incorrectly configured devices
  • Determining Network Settings
  • Troubleshooting network connectivity
  • Troubleshooting name resolution
  • Overview of remote access
  • Troubleshooting issues with VPN connectivity
  • Lab 1: Configuring and troubleshooting network connectivity
  • Troubleshoot a network connectivity issue
  • Troubleshoot name resolution
  • Troubleshoot remote access
  • Module 6: Troubleshooting Group Policy
  • Overview of Group Policy
  • Resolving client-configuration failures and GPO application issues
  • Lab 1: Troubleshooting Group Policy
  • Troubleshoot the application of GPOs on client devices
  • Module 7: Configuring and Troubleshooting Security Settings
  • Overview of:
  • Secure Boot, Trusted Boot, Measured Boot
  • UEFI settings, TPM requirements
  • Implementing network security with Windows Defender Firewall and Windows Defender Firewall with Advanced Security
  • Implementing Credential Guard, Exploit Guard, and Application Guard
  • Configuring Windows Hello
  • Troubleshooting sign-in issues
  • Lab 1: Configuring and Troubleshooting Security Settings
  • Resolve a sign-in issue
  • Module 8: Configuring and Troubleshooting User State
  • Troubleshooting the application of user settings
  • Configuring and troubleshooting UE-V
  • Configuring and troubleshooting Folder Redirection
  • Lab 1: Configuring and Troubleshooting User State
  • Configure UE/V
  • Configure Folder Redirection
  • Troubleshoot Folder Redirection
  • Module 9: Configuring and Troubleshooting Resource Access
  • Troubleshooting file permissions issues
  • Troubleshooting issues with printers
  • Performing File Recovery in Windows 11
  • Lab 1: Configuring and Troubleshooting Resource Access
  • Resolve a file access issue
  • Troubleshoot printing
  • Recover files
  • Module 10: Troubleshooting applications
  • Troubleshooting desktop apps
  • Managing Universal Windows apps
  • Overview of Application Control
  • Troubleshooting AppLocker Policy application
  • Troubleshooting application compatibility Issues
  • Configuring Kiosk mode
  • Lab 1: Troubleshooting applications
  • Troubleshoot AppLocker
  • Provision a kiosk device
  • Module 11: Maintaining Windows 11
  • Monitoring and troubleshooting Computer Performance
  • Overview of Windows Update
  • Configuring Windows Update for Business
  • Troubleshooting Windows updates
  • Lab 1: Maintaining Windows 11
  • Review computer performance
  • Configure Windows Update