Course Code: 2379

10982 Supporting and Troubleshooting Windows 10

Class Dates:
5 Days
Class Time:


  • Course Overview
  • This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.10.

    Note: This course is eligibile for Microsoft SATVs.
  • Audience
  • IT professionals who administer and support Windows 10 desktops, devices, users, as well as associated network and security resources
    Enterprise Desktop Support Technicians (EDST) who:
    • Provide Tier 2 support to users running Windows 10 PCs and devices in medium to large enterprise organizations within a Windows domain environment.
    • Focus on broad range of technical issues for Windows operations systems, devices, cloud services, applications, networking, and hardware support.
    • Resolve technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings, and device synchronization.
    • Provide local and remote network access, access to applications, access to data and printers, authentication, Endpoint security and policy, OS, and data recovery.


  • 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.
    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.

  • Recommended Courses:

  • 20697-1 Implementing and Managing Windows 10
  • 20697-2 Deploying and Managing Windows 10 Using Enterprise Services

Course Details

  • Module 1: Implementing a Troubleshooting Methodology
  • Overview of Windows 10
  • Introduction to the EDST Job Role
  • Overview of the Troubleshooting Steps
  • Troubleshooting Tools
  • Lab : Implementing a Troubleshooting Methodology
  • Lab : Using Troubleshooting Tools for Windows 10
  • Module 2: Troubleshooting Startup Issues
  • Overview of the Windows 10 Startup Recovery Environment
  • Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues
  • Recovering BitLocker-Protected Drives
  • Lab : Troubleshooting Startup Issues
  • Lab : Recovering BitLocker-Encrypted Drives
  • Module 3: Troubleshooting Hardware and Device Drivers
  • Troubleshooting Device Driver Failures
  • Overview of Hardware Troubleshooting
  • Troubleshooting Physical Failures
  • Monitoring Reliability
  • Configuring the Registry
  • Lab : Troubleshooting Device Driver Issues
  • Lab : Troubleshooting Hardware Issues
  • Module 4: Troubleshooting Remote Computers
  • Using Remote Desktop
  • Using Remote Assistance
  • Remoting with Windows PowerShell
  • Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
  • Lab : Troubleshooting Remote Computer by using Windows PowerShell
  • Module 5: Resolving Network Connectivity Issues
  • Determining Network Settings
  • Troubleshooting Network Connectivity Issues
  • Troubleshooting Name Resolution
  • Lab : Resolving Network Connectivity Issues
  • Lab : Resolving Name Resolution Issues
  • Module 6: Troubleshooting Group Policy
  • Overview of Group Policy Application
  • Resolving Client Configuration Failures and GPO Application Issues
  • Lab : Troubleshooting Group Policy Application Issues
  • Lab : Resolving Group Policy Issues
  • Lab : Installing and Sharing a Printer
  • Module 7: Troubleshooting User Settings
  • Troubleshooting Sign In Issues
  • Troubleshooting the Application of User Settings
  • Lab : Troubleshooting Sign in Problems
  • Lab : Troubleshooting the Application of User Settings
  • Module 8: Troubleshooting Remote Connectivity
  • Troubleshooting VPN Connectivity Issues
  • Troubleshooting DirectAccess
  • Lab : Troubleshooting VPN Connectivity
  • Lab : Configuring and Troubleshooting DirectAccess
  • Module 9: Troubleshooting Resource Access Within a Domain
  • Troubleshooting File Permissions Issues
  • Recovering Files Encrypted by EFS
  • Troubleshooting Printer Access Issues
  • Lab : Troubleshooting File Access Issues
  • Lab : Troubleshooting Access to Encrypted Files
  • Lab : Troubleshooting Printer Access Issues
  • Module 10: Troubleshooting Resource Access for Non Domain Member Clients
  • Configuring and Troubleshooting Device Registration
  • Configuring and Troubleshooting Work Folders
  • Configuring and Troubleshooting OneDrive Access
  • Lab : Troubleshooting Resource Access for Clients that are not Domain Members
  • Module 11: Troubleshooting Applications
  • Troubleshooting Desktop App Installation Issues
  • Troubleshooting Desktop Apps
  • Managing Windows Store Apps
  • Troubleshooting Access to Company Web Applications
  • Lab : Troubleshooting Desktop Apps
  • Lab : Troubleshooting Access to Company Web Applications
  • Module 12: Maintaining Windows 10
  • Managing and Troubleshooting Windows Activation
  • Monitoring and Troubleshooting Performance
  • Applying Applications and Windows Updates
  • Lab : Monitoring and Troubleshooting Performance
  • Module 13: Recovering Data and Operating System
  • File Recovery in Windows 10
  • Recovering an OS
  • Lab : Recovering Data
  • Lab : Provisioning Computer to Comply with Company Standards