Who should attend
Course 10982 is targeted at two specific audiences:
Course 10982 is designed to teach students how to troubleshoot, and provide support for, Windows 10 desktops and devices in a Windows Server domain environment. Students will gain a specialist understanding of Windows 10 features, Windows 10 help desk, and various troubleshooting techniques.
This course is also available in the On-Demand delivery format with digital Microsoft Official Courseware (dMOC).
Module 1: Implementing a Troubleshooting Methodology
This module explains the processes of establishing and using a troubleshooting methodology in Windows 10. This module also covers various Windows 10 fundamentals, high-level architecture, and often-used troubleshooting tools. It also explains the role of an EDST (Enterprise Desktop Support Technician) in a Windows 10 environment.
Lessons
Lab: Implementing a Troubleshooting Methodology
Lab: Using Troubleshooting Tools
After completing this module, students will be able to:
Module 2: Troubleshooting Startup Issues
This module describes how to identify and troubleshoot issues that affect the Windows 10 operating system’s 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).
Lessons
Lab: Troubleshooting Startup Issues
Lab: Recovering BitLocker-Encrypted Drives
After completing this module, students will be able to:
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 describes 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 issues that might occur.
Lessons
Lab: Troubleshooting Device Driver Issues
Lab: Troubleshooting Hardware Issues
After completing this module, students will be able to:
Module 4: Troubleshooting Remote Computers
The focus of this module is on using tools that are designed specifically to facilitate remote management connections. 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.
Lessons
Lab: Troubleshooting Remote Computers Through Remote Desktop and Remote Assistance
Lab: Troubleshooting a Remote Computer By Using Windows PowerShell
After completing this module, students will be able to:
Module 5: Resolving Issues with Network Connectivity
This module describes 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 organization’s network infrastructure, and configure and troubleshoot network connections.
Lessons
Lab: Resolving Network Connectivity Issues
After completing this module, students will be able to:
Module 6: Troubleshooting Group Policy
This module provides an overview of Group Policy and describes how to apply GPOs to computers. It also explains how to resolve configuration problems and issues with applying GPOs.
Lessons
Lab: Troubleshooting Issues with Group Policy Application
Lab: Resolving Issues with Group Policy
After completing this module, students will be able to:
Module 7: Troubleshooting User Settings
In this module, you will examine issues that can occur when users sign in. You will study the methods that you can use to identify the causes of sign-in issues, and learn how to troubleshoot them. You will also learn how to troubleshoot the application of user settings.
Lessons
Lab: Troubleshooting Sign-In Issues
Lab: Troubleshooting the Application of User Settings
After completing this module, students will be able to:
Module 8: Troubleshooting Remote Connectivity
This module explains the virtual private network (VPN) and DirectAccess technologies, and the common problems with their implementation and usage. The module also provides several possible mitigations for these problems.
Lessons
Lab: Troubleshooting VPN Connectivity
Lab: Configuring and Troubleshooting DirectAccess
After completing this module, students will be able to:
Module 9: Troubleshooting Resource Access within a Domain
This module explains how to resolve problems related to resource access from computers that are domain members. It explains how to troubleshoot file permission issues, encrypting file system (EFS) issues, and printer access issues.
Lessons
Lab: Troubleshooting File-Access Issues
Lab: Troubleshooting Access to Encrypted Files
Lab: Troubleshooting Printer Issues
After completing this module, students will be able to:
Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
This module explains how to resolve problems related to resource access from computers that are not domain members. You will learn how to configure and troubleshoot the Work Folders feature, which enables users to access organizational data securely from their personal devices. You will also learn how to configure and troubleshoot access to Microsoft OneDrive.
Lessons
Lab: Troubleshooting Resource Access for Clients That Are Not Domain Members
After completing this module, students will be able to:
Module 11: Troubleshooting Applications
Windows 10 supports the installation and use of two types of applications: desktop apps and Universal Windows apps. This module examines these two types of applications, and the issues—including application compatibility issues—that affect a user’s ability to install and run them. This module also covers how users can resolve web browser–related issues, specifically issues associated with both Microsoft Internet Explorer and Microsoft Edge.
Lessons
Lab: Troubleshooting Desktop Apps
Lab: Troubleshooting Access to Company Web Applications
After completing this module, students will be able to:
Module 12: Maintaining Windows 10
Once the Windows 10 operating system is activated on your computers, you must establish procedures to monitor their performance and ensure that they remain up-to-date with the latest operating system updates and security fixes. This module discusses how to provide for the ongoing maintenance of Windows 10 operating systems.
Lessons
Lab: Monitoring and Troubleshooting Performance
After completing this module, students will be able to:
Module 13: Recovering Data and Operating Systems
This module explains how to use file recovery and troubleshoot deleted files. It also describes how to recover a Windows 10 computer.
Lessons
Lab: Recovering Data
Lab: Provisioning Computers to Comply with Company Standards
After completing this module, students will be able to:
Skills covered