Windows 10: Dépannage et Support Technique

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 course 20697-1

After completing this course, students will be able to:

• Describe the processes involved in planning and using a troubleshooting methodology for Windows 10
• Troubleshoot startup issues and operating system services on a Windows 10 PC
• Resolve issues that pertain to hardware devices and device drivers
• Troubleshoot Windows 10 devices remotely
• Troubleshoot issues that pertain to network connectivity
• Troubleshoot client configuration failures and issues with application of Group Policy Objects
• Troubleshoot issues related to user settings
• Troubleshoot remote connectivity issues
• Resolve issues related to accessing resources from devices that are domain-joined
• Resolve issues related to accessing resources from devices that are not domain-joined
• Troubleshoot issues that pertain to application installation and operation
• Maintain a device running Windows 10
• Recover a device running Windows 10

Module 1: Implementing a Troubleshooting Methodology

This module explains how to describe the processes involved in establishing and using a troubleshooting methodology. Module also covers various Windows 10 fundamentals, high level architecture and often used troubleshooting tools.

After completing this module, students will be able to:

• Describe Windows 10
• Understand the EDST job role
• Describe troubleshooting steps
• Describe troubleshooting tools

Module 2: Troubleshooting Startup Issues

This module describes how to identify and troubleshoot issues that affect the Windows 10 operating systems ability to start, and how to identify problematic services that run on the operating system. It also describes how to use the Windows 10 advanced troubleshooting tools, collectively known as the Windows Recovery Environment (Windows RE).

After completing this module, students will be able to:

• Describe the Windows 10 startup architecture
• Optimize and troubleshoot startup settings
• Troubleshoot Windows 10 operating system services
• Recover drives encrypted with Windows BitLocker Drive Encryption

Module 3: Troubleshooting Hardware and Device Drivers

This module explains how to support users that utilize a multitude of devices that run Windows 10. It will also describe how an operating system uses device drivers, and how you can troubleshoot hardware devices and device drivers. The module also covers how to monitor the reliability of a Windows 10 device and troubleshoot any issue that might occur.

After completing this module, students will be able to:

• Troubleshoot hardware device drivers
• Describe the process of troubleshooting hardware
• Troubleshoot physical hardware failures
• Monitor the reliability of Windows 10 devices
• Configure the Windows 10 registry

Module 4: Troubleshooting Remote Computers

This module explores three ways in which you can remotely connect to and manage remote computers: Remote Desktop, Windows Remote Assistance, and 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 Issues with Network Connectivity Issues

This module explains the tools that you can use to set up and troubleshoot both wired and wireless network connections more efficiently. This module also explains how to support your organizations network infrastructure, and how to use these tools to configure and troubleshoot network connections.

After completing this module, students will be able to:

• Determine network settings in Windows 10
• Troubleshoot issues with network connectivity
• Troubleshoot issues with name resolution

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.

After completing this module, students will be able to:

• Understand Group Policy application
• Troubleshoot Group Policy application
• Resolve client configuration failures and GPO application

Module 7: Troubleshooting User Settings

In this module, you will examine issues that can occur when users sign in, and you will also learn about how to troubleshoot the application of user settings.

After completing this module, students will be able to:

• Troubleshoot user sign-in issues
• Troubleshoot the correct application of user settings

Module 8: Troubleshooting Remote Connectivity

This module explains these technologies, describes common problems with their implementation and usage, and provides several possible mitigations for those problems.

After completing this module, students will be able to:

• Troubleshoot virtual private network (VPN) connectivity issues
• Configure and troubleshoot DirectAccess

Module 9: Troubleshooting Resource Access Within a Domain

This module explains how to resolve problems of resource access from computers that are domain members. It explains how to troubleshoot file permission issues, encrypting file system (EFS) and printer access issues.

After completing this module, students will be able to:

• Troubleshoot issues with file permissions
• Troubleshoot issues with file access
• Recover files encrypted by Encrypting File System (EFS)
• Troubleshoot access to encrypted files
• Troubleshoot issues with accessing printers

Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members

This module explains how to enable students to resolve problems of resource access from computers that are not domain-joined.

After completing this module, students will be able to:

• Configure the Device Registration feature
• Configure and troubleshoot the Work Folders feature
• Configure and troubleshoot access to Microsoft OneDrive

Module 11: Troubleshooting Applications

This module examines the issues, including application compatibility issues that affect a users ability to install and run these two types of applications. This module also covers how users can resolve web browser related issues, specifically issues associated with both Internet Explorer and Microsoft Edge.

After completing this module, students will be able to:

• Troubleshoot desktop app installation issues
• Troubleshoot desktop apps
• Manage Universal Windows apps
• Troubleshoot web browsers

Module 12: Maintaining Windows 10

This module discusses how to provide for the ongoing maintenance of Windows 10 operating systems.

After completing this module, students will be able to:

• Manage and troubleshoot volume activation in Windows operating systems
• Monitor and troubleshoot Windows 10 performance
• Update applications and Windows 10

Module 13: Recovering Data and Operating System

This module explains how to use file recovery and troubleshoot deleted files. It also covers how to recover a Windows 10 computer.

After completing this module, students will be able to:

• Recover files in Windows 10 by configuring and using file-recovery features
• Recover a computer that is running Windows 10

Attestation de présence remis à l'issu du cours à chaque participant - Préparation de la certification MCSA (Microsoft Certified Solutions Associate)

To help you prepare for this class, review the following resource: Microsoft Windows SDK.