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Supporting Windows 8.1 (20688C)

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About this Course

This five day course will provide you with the knowledge and skills required to support a Windows 8.1 deployment in medium and large enterprise environments and to resolve technical issues by developing a troubleshooting methodology for Windows 8.1.

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.

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

Course Outline

Module 1: Introduction to Troubleshooting Windows 8.1

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

  • Common Windows 8.1 Troubleshooting Scenarios
  • Overview of Windows 8.1 Architecture
  • Overview of Troubleshooting Steps

Lab : Troubleshooting Windows 8.1

  • Developing a Plan of Action
After completing this module, students will be able to:
  • Describe common Windows 8.1 troubleshooting scenarios.
  • Describe the Windows 8.1 operating system architecture.
  • Describe the steps of a typical troubleshooting methodology.

Module 2: Troubleshooting Computer Startup

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
  • Optimizing and Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues
  • Recovering BitLocker-Protected Drives

Lab : Troubleshoot a Startup Failure

  • Resolving a startup problem (1)
  • Resolving a Startup Problem (2)

Lab : Troubleshoot a Startup Failure

  • Recovering a BitLocker Encrypted Drive
  • Creating New BitLocker Keys
After completing this module, students will be able to:
  • Describe Windows 8.1 Startup Architecture and recovery tools.
  • Optimize and troubleshoot startup settings.
  • Troubleshoot operating system services.
  • Recover BitLocker-protected drives

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 : Resolving Hardware Device and Device Driver Issues

  • Resolving Hardware Issues
  • Configuring Group Policy to Control Device Installation
After completing this module, students will be able to:
  • Identify basic hardware-related issues.
  • Determine hardware failure issues.
  • Determine problems that device drivers cause.
  • Monitor reliability of Windows 8.1 computers.
  • Work with the registry.

Module 4: Remote Troubleshooting

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 a Remote Computer

  • Using Remote Desktop
  • Using Remote Assistance
  • Using Windows PowerShell Remoting
After completing this module, students will be able to:
  • Use Remote Desktop.
  • Use Remote Assistance.
  • Use Windows.

Module 5: Troubleshooting 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 : Troubleshooting Network Connections

  • Troubleshooting a Network Problem (1)
  • Troubleshooting 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 the Application of GPOs

  • Resolving Group Policy Application (1)
  • Resolving Group Policy Object Application (2)
After completing this module, students will be able to:
  • Review Group Policy application.
  • Troubleshoot client configuration failures and Group Policy Object (GPO) application issues.

Module 7: Troubleshooting User Settings

This module describes how to troubleshoot sign-in issues, user profiles, folder redirection, and USMT.

Lessons

  • Troubleshooting Sign In Issues
  • Troubleshooting User Profiles
  • Troubleshooting Folder Redirection
  • Troubleshooting USMT

Lab : Resolving Sign In Problems

  • Resolving Sign In Problem (1)
  • Resolving Sign In Problem (2)

Lab : Resolving Folder Redirection Problems

  • Resolving Folder Redirection Problem (1)
After completing this module, students will be able to:
  • Troubleshoot user sign in issues.
  • Troubleshoot user profile issues.
  • Troubleshoot Folder Redirection.
  • Troubleshoot the migration of user settings.

Module 8: 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 Issues

Lab : Troubleshooting DHCP NAP Enforcement

  • Troubleshooting NAP

Lab : Troubleshooting DirectAccess

  • Configuring DirectAccess
  • Troubleshooting DirectAccess Client-Side Settings
After completing this module, students will be able to:
  • Configure and troubleshoot client VPN connections.
  • Troubleshoot NAP client issues.
  • Troubleshoot DirectAccess client issues.

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

  • 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 Non-Domain Joined Clients

This module describes how to configure and troubleshoot Workplace Join, Work Folders, and SkyDrive Access.

Lessons

  • Configuring and Troubleshooting Workplace Join
  • Configuring and Troubleshooting Work Folders
  • Configuring and Troubleshooting SkyDrive Access

Lab : Configuring and Troubleshooting Workplace Join

  • Configuring Workplace Join

Lab : Configuring Work Folders

  • Configuring Work Folders
After completing this module, students will be able to:
  • Configure Workplace Join.
  • Configure work folders.
  • Configure SkyDrive.

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 Application Installation Issues
  • Troubleshooting Desktop Apps
  • Troubleshooting Windows Store Apps
  • Troubleshooting Internet Explorer
  • Troubleshooting Client Hyper-V

Lab : Troubleshooting Desktop Apps

  • Troubleshooting AppLocker Policy Application
  • Troubleshooting Application Startup

Lab : Troubleshooting Internet Explorer Issues

  • Resolving an Internet Explorer Issue
After completing this module, students will be able to:
  • Troubleshoot application installation issues.
  • Troubleshoot Desktop app operation issues.
  • Troubleshoot Windows Store Apps.
  • Troubleshoot Internet Explorer and content access issues.
  • Troubleshoot Client Hyper-V issues.

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

  • Troubleshoot Windows Activation Issues
  • Monitoring and Configuring Performance Options in Windows 8.1
  • Protecting Windows 8.1 from Malware and Viruses
  • Applying Application and Windows Updates

Lab : Ide3ntifying Performance Problems

  • Troubleshooting a Performance Problem
After completing this module, students will be able to:
  • Activate Windows 8.1.
  • Monitor and configure performance of Windows 8.1 computers.
  • Protecting against viruses and malware
  • Apply application and Microsoft Windows updates.

Module 13: Recovering Windows 8.1

This modules explains how to restore files and recover a Windows 8.1 system.

Lessons

  • Restoring Files in Windows 8.1
  • Recovery Options in Windows 8.1

Lab : Recovering Files

  • Recovering Files on Windows 8.1

Lab : Recovering a Windows 8.1 Computer (2)

  • Recovering a Windows 8.1 Computer
After completing this module, students will be able to:
  • Restoring files.
  • Recovering a computer.