Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 1

Trainer Preparation Guide for Course 10982B:

Supporting and Troubleshooting Windows 10

Design of the Course

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. Students will gain
a better understanding of Windows 10 features, including how you can use them in an Active Directory
environment and how to troubleshoot issues that might occur.

Module 1 introduces the new Windows 10 operating-system features and devices, and describes the
process of developing and applying a Windows 10 troubleshooting methodology.

Module 2 describes how to identify and troubleshoot startup issues that affect, and problematic services
that run on, the Windows 10 operating system. It also describes how to use the Windows 10 advanced
troubleshooting tools, collectively known as the Windows Recovery Environment (Windows RE).

Module 3 describes how to resolve issues that pertain to hardware devices and device drivers.

Module 4 explores how to connect to and manage remote computers, including how to troubleshoot
Windows 10 PCs remotely.

Module 5 describes how to troubleshoot issues that pertain to network connectivity.

Module 6 provides an overview of the Group Policy application and describes how to resolve issues in
client configuration Group Policy Object (GPO) application.

Module 7 examines issues that can occur when users sign in, and how to troubleshoot issues that pertain
to user settings.
Module 8 describes how to troubleshoot remote-connectivity issues when a user utilizes a virtual private
network (VPN) or DirectAccess.

Module 9 discusses how to resolve resource-access issues with computers that are domain members, and
how to troubleshoot file-permission issues, encrypting file system (EFS), and printer-access issues.

Module 10 explains how to resolve issues that pertain to accessing resources from computers that are not
domain-joined.

Module 11 explains how to troubleshoot application-installation issues and problems with desktop and
Windows Store apps. This module also describes how to resolve issues with Internet Explorer and
Microsoft Edge browsers.
Module 12 describes how to troubleshoot activation and performance issues in Windows 10. It also
explains how to apply and troubleshoot Windows updates.

Module 13 explains how to use file recovery and troubleshoot deleted files. It also covers how to recover a
Windows 10 computer.
 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 2

Required Materials to Teach This Course

To teach this course, you need the following materials:

• Course Handbook

• Microsoft® Office PowerPoint® files

• OneNote Trainer Pack on MCT Download Center

• Microsoft Hyper-V Classroom Setup Guide

• Course virtual machines

Important We recommend that you use Office PowerPoint 2007 or newer to display the
slides for this course. If you use PowerPoint Viewer or an earlier version of PowerPoint, all
the features of the slides might not display correctly.

Prerequisite Knowledge to Teach This Course

To present this course, you must have the following knowledge and skills:
• Experience deploying, configuring and supporting Windows 8, Windows 8.1, or Windows 10.

• Experience deploying and configuring Windows Server 2012 or Windows Server 2012 R2 Active
Directory Domain Services (AD DS).

• Experience deploying and configuring network services, including Domain Name System (DNS), in
Windows Server 2012 or Windows Server 2012 R2.

Preparation Tasks
Complete the following tasks to prepare for this course.

Courses or Workshops
We highly recommended that you audit the latest versions of the following courses:
• 20697-1: Installing and Configuring Windows 10

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

Exams
To identify your technical proficiency with the content of this course, we highly recommend that you pass
the following exam:
• Exam 70-697: Configuring Windows Devices
 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 3

Technical Preparation Activities

We highly recommend that you complete the following technical preparation activities:

• Read the additional readings and references included in the Course Companion Content at
http://www.microsoft.com/learning/companionmoc.

• Use the OTP on the MCT Download Center to prepare for delivering the course:
o The OTP includes the following content on each page (and in this order):
 Slides
 Instructor Notes
 Student Handbook Content
o Each module also includes the Lab Answer Keys (LAKs).

• If you are using on-premises labs, become familiar with the course’s virtual machines and how you set
up and configure them. This includes understanding the base images, mid-tier files, and activation
states. Practice setting up the classroom by following the instructions in the Microsoft Hyper-V
Classroom Setup Guide.

• If you are using hosted Microsoft Labs Online (MLO), become familiar with how the labs are accessed
and configured. Ensure that you are ready to demonstrate their use to students and that everything is
in place for a smooth experience.

MLOs can be purchased for use during course delivery at the same time you order the course
materials.
Important If you are intending to use MLO you need to ensure that full lab coverage
is available before use. This is because the presence of some boot to vhd or native boot
labs in some courses or modifications to some lab steps are needed to facilitate a
hosted lab platform.. There are no “boot to vhd” or “native boot” scenarios in the labs
in this course.

• If you are using Digital Microsoft Official Courses (MOC) via the Arvato Skillpipe reader, become
familiar with how the digital content is accessed and configured to ensure smooth setup and access
for students. You should also ensure that everything is in place for students to have a smooth
experience when signing in for the first time and accessing their content.
Digital MOC can be purchased for use during course delivery at the same time you order the course
materials.
• Review the learning product error log, which is available on the MCT Download Center.

• Review the course Change Log, also available on the MCT Download Center, if you have taught a
previous version of this course.

• Practice using the Microsoft products and tools associated with this learning product.
 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 4

Instructional Preparation Activities

We highly recommend that you complete the following instructional preparation activities:

• Read the About This Course at the beginning of the Course handbook for the learning product.

• Walk through the Introduction slide deck for the learning product.

• Walk through each module presentation slide deck, and read the corresponding Instructor Notes
(located in the notes view of the presentation slide deck) for the module. Note that additional hidden
slides are used in each slide deck to accommodate the amount of Instructor Notes information for a
given topic.

• Familiarize yourself with the Course Handbook and the Course Companion Content at
http://www.microsoft.com/learning/companionmoc. Make note of when to direct students' attention
to the Course Companion Content for further learning support. More information pertaining to the
course components is present in the Introduction slide deck.

• Practice presenting each module:

o Identify the key points and must-know information for each topic.

o Perform each demonstration and hands-on lab.

o Anticipate the questions that students might have.

o Identify examples, analogies, impromptu demonstrations, and additional delivery tips that will
help to clarify module content and provide a more meaningful learning experience for your
specific audience.

o Note any problems that you might encounter during a demonstration or a lab exercise, and
determine a course of action for how you will resolve the problems in the classroom. To access
the lab answer keys, refer to the appendix in the Course Handbook.

o Work through the Module Review and Takeaways section at the end of each module, and
determine how you will use this section to reinforce student learning and promote knowledge
transfer to on-the-job performance.

o Customize and enhance your instructor notes.

• Consult the Born To Learn forums for additional tips and strategies—posted by your fellow Microsoft
Certified Trainers (MCTs)—for teaching the learning product.
• Review the updated information about the Microsoft Certification Program on the Microsoft Learning
Certifications website.

Instructor Computer Setup

Set up the instructor computer by following the setup instructions in the Microsoft Hyper-V Classroom
Setup Guide. This document provides hardware requirements for the instructor computer in addition to
detailed setup instructions.

Depending on whether you use on-premises labs or hosted online labs (MLO), your setup will be different.
 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 5

Course Timing
The following schedule is an estimate of the course timing. Your timing might vary. Every student might
not finish every lab. Use your judgment to set a reasonable time to move on to the next module.

This schedule has been developed to provide about six hours of training per day. Each day starts
at 9:00 A.M. and ends between 4:30 and 5:00 P.M., and includes two 15-minute breaks and one hour
for lunch. Each day also includes time to review the previous day’s topics and to answer questions from
the students. Be realistic about your timings.

Day 1
Start End Module
9:00 9:30 Introduction

9:30 10:45 Module 1: Implementing a Troubleshooting Methodology

10:45 11:00 Break

11:00 11:15 Lab: Implementing a Troubleshooting Methodology

11:15 11:30 Module 1: Implementing a Troubleshooting Methodology (continued)

11:30 12:00 Lab: Implementing a Troubleshooting Methodology

12:00 1:00 Lunch

1:00 2:00 Module 2: Troubleshooting Startup Issues

2:00 2:45 Lab A: Troubleshooting Startup Issues

2:45 3:00 Break

3:00 3:15 Module 2: Troubleshooting Startup Issues (continued)

3:15 4:00 Lab B: Recovering BitLocker-Encrypted Drives

4:00 4:55PM Module 3: Troubleshooting Hardware and Device Drivers

 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 6

Day 2
Start End Module
9:00 9:15 Day 1 review

9:15 9:55 Lab A: Troubleshooting Device Driver Issues

9:55 10:25 Module 3: Troubleshooting Hardware and Device Drivers (continued)

10:25 10:40 Break

10:40 11:10 Lab B: Troubleshooting Hardware Issues

11:10 11:40 Module 4: Troubleshooting Remote Computers

11:40 12:00 Lab A: Troubleshooting Remote Computers Through Remote Desktop and
Remote Assistance

12:00 1:00 Lunch

1:00 1:30 Module 4: Troubleshooting Remote Computers (continued)

1:30 2:00PM Lab B: Troubleshooting a Remote Computer By Using Windows PowerShell

2:00 3:00 Module 5: Resolving Network Connectivity Issues

3:00 3:15 Break

3:00 4:00 Lab: Resolving Network Connectivity Issues

 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 7

Day 3
Start End Module
9:00 9:15 Day 2 Review

9:15 10:00 Module 6: Troubleshooting Group Policy

10:00 10:15 Break

10:15 11:15 Lab A: Troubleshooting Group Policy Application Issues

11:15 11:45 Module 6: Troubleshooting Group Policy (continued)

11:45 12:15 Lab B: Resolving Group Policy Issues

12:15 1:15 Lunch

1:15 2:00 Module 7: Troubleshooting User Settings

2:00 2:35 Lab A: Troubleshooting Sign-In Issues

2:35 3:05 Module 7: Troubleshooting User Settings (continued)

3:05 3:20 Break

3:20 4:10 Lab B: Troubleshooting the Application of User Settings

4:10 4:40 Module 8: Troubleshooting Remote Connectivity

4:40 5:10 Lab A: Troubleshooting VPN Connectivity

 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 8

Day 4
Start End Module
9:00 9:15 Day 3 Review

9:15 9:35 Module 8: Troubleshooting Remote Connectivity (continued)

9:35 10:05 Lab B: Configuring and Troubleshooting DirectAccess

10:05 10:45 Module 9: Troubleshooting Resource Access within a Domain

10:45 11:00 Break

11:00 11:30 Lab A: Troubleshooting File-Access Issues

11:30 11:50 Module 9: Troubleshooting Resource Access within a Domain (continued)

11:50 12:15 Lab B: Troubleshooting Access to Encrypted files

12:15 1:15 Lunch

1:15 1:45 Module 9: Troubleshooting Resource Access within a Domain (continued)

1:45 2:15 Lab C: Troubleshooting Printer Issues

2:15 3:20 Module 10: Troubleshooting Resource Access for Clients That Are Not
Domain Members

3:35 3:50 Break

3:50 5:00 Lab: Troubleshooting Resource Access for Clients That Are Not Domain
Members
 Trainer Preparation Guide for Course 10982B: Supporting and Troubleshooting Windows 10 9

Day 5
Start End Module
9:00 9:15 Day 4 Review

8:00 9:45 Module 11: Troubleshooting Applications

9:45 10:15 Lab A: Troubleshooting Desktop Apps

10:15 10:30 Break

10:30 11:15 Module 11: Troubleshooting Applications (continued)

11:15 11:45 Lab B: Troubleshooting Access to Company Web Applications

11:15 12:00 Module 12: Maintaining Windows 10

12:00 1:00 Lunch

1:00 1:30 Lab: Monitoring and Troubleshooting Performance

1:30 1:50 Module 12: Maintaining Windows 10 (continued)

1:50 2:50 Module 13: Recovering Data and Operating Systems

2:50 3:05 Break

3:05 4:05 Lab A: Recovering Data and Lab B: Provisioning Computers to Comply with
Company Standards