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Supporting and Troubleshooting Windows 10 (M10982)

Learn to support and troubleshoot Windows 10 operating systems and apps.

GK# 3770 Vendor# M10982

$1245 - $2995 CAD

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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.


This course is also available in the On-Demand delivery format with digital Microsoft Official Courseware (dMOC). Click here to purchase.


Very thorough, comprehensive course. I was impressed with the course content and the awesome instructor who not only has in-depth knowledge of the subject, but can explain the material in a way that is easy to understand.

Alain M.
Desktop/PC Support

The instructors for this course have a 95% overall satisfaction rate in our post-course survey.


This course includes Microsoft Training Exclusives

EXCLUSIVE TO GLOBAL KNOWLEDGE – Dramatically enhance your learning experience with our Microsoft training exclusives. Receive complimentary access to benefits for 12 months following your course completion. The benefits include, practice labs, 24x7 mentoring, indexed class recordings, unlimited course retakes, and digital courseware.

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What You'll Learn

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


Viewing outline for:

Classroom Live Outline

1. Implementing a Troubleshooting Methodology

  • Overview of Windows 10
  • Introduction to the EDST Job Role
  • Overview of the Troubleshooting Steps
  • Troubleshooting Tools

2. Troubleshooting Startup Issues

  • Overview of the Windows 10 Startup Recovery Environment
  • Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues
  • Recovering BitLocker-Protected Drives

3. Troubleshooting Hardware and Device Drivers

  • Troubleshooting Device Driver Failures
  • Overview of Hardware Troubleshooting
  • Troubleshooting Physical Failures
  • Monitoring Reliability
  • Configuring the Registry

4. Troubleshooting Remote Computers

  • Using Remote Desktop
  • Using Remote Assistance
  • Remoting with Windows PowerShell

5. Resolving Issues with Network Connectivity

  • Determining Network Settings
  • Troubleshooting Network Connectivity
  • Troubleshooting Name Resolution

6. Troubleshooting Group Policy

  • Overview of Group Policy Application
  • Resolving Client Configuration Failures and GPO Application Issues

7. Troubleshooting User Settings

  • Troubleshooting Sign-in Issues
  • Troubleshooting the Application of User Settings

8. Troubleshooting Remote Connectivity

  • Troubleshooting Issues with VPN Connectivity
  • Troubleshooting DirectAccess

9. Troubleshooting Resource Access within a Domain

  • Troubleshooting File Permissions Issues
  • Recovering Files Encrypted by EFS

10. Troubleshooting Issues with Printer Access

  • Troubleshooting Resource Access for Clients That Are Not Domain Member
  • Configuring and Troubleshooting Work Folders
  • Configuring and Troubleshooting OneDrive Access

11. Troubleshooting Applications

  • Troubleshooting Desktop App Installation Issues
  • Troubleshooting Desktop Apps
  • Managing Universal Windows Apps
  • Troubleshooting Access to Company Web Applications

12. Maintaining Windows 10

  • Managing and Troubleshooting Windows Activation
  • Monitoring and Troubleshooting Performance
  • Applying Applications and Windows Updates

13. Recovering Data and Operating System

  • File Recovery in Windows 10
  • Recovering an Operating System


Viewing labs for:

Classroom Live Labs

Lab 1: Implementing a Troubleshooting Methodology

Lab 2: Using Troubleshooting Tools

Lab 3: Troubleshooting Startup Issues

Lab 4: Recovering BitLocker-Encrypted Drives

Lab 5: Troubleshooting Device Driver Issues

Lab 6: Troubleshooting Hardware Issues

Lab 7: Troubleshooting Remote Computer Through Remote Desktop and Remote Assistance

Lab 8: Troubleshooting Remote Computer by using Windows PowerShell

Lab 9: Resolving Network Connectivity Issues

Lab 10: Troubleshooting Group Policy Application

Lab 11: Resolving Issues  with Group Policy

Lab 12: Troubleshooting Sign-In Problems

Lab 13: Troubleshooting the Application User Settings

Lab 14: Troubleshooting VPN Connectivity

Lab 15: Configuring and Troubleshooting DirectAccess

Lab 16: Troubleshooting File-Access Issues

Lab 17: Troubleshooting Access to Encrypted Files

Lab 18: Troubleshooting Printer Issues

Lab 19: Troubleshooting Resource Access for Clients that are not Domain Members

Lab 20: Troubleshooting Desktop Apps

Lab 21: Troubleshooting Access to Company Web Applications

Lab 22: Monitoring and Troubleshooting Performance

Lab 23: Recovering Data

Lab 24: Provisioning Computer to Comply with Company Standards


  • Networking fundamentals, including 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 (KPI) components
  • Windows Server 2012 R2 fundamentals
  • Microsoft Windows Client essentials experience with Windows 10

Who Should Attend


The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 support to users running Windows 10 personal computers (PCs) and devices in medium to large enterprise organizations, within a Windows domain environment.

Why are EDSTs the primary audience?

EDSTs focus on a broad range of technical issues for Windows operating systems (OSs), devices, cloud services, applications, networking, and hardware support. In the overarching scenario, if an enterprise offers the service, the EDST is asked to support it.


The key responsibilities include:

  • resolving technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings; and device synchronization.

 Other key responsibilities include:

  • local and remote network access;
  • access to applications,
  • access to data and printers;
  • authentication,
  • Endpoint security and policy;
  • OS and data recovery.

The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources. Professionals who seek certification in the following exams will also benefit from this course:

  • 70-697, Configuring Windows Devices
  • 70-698, Installing and Configuring Windows 10

Vendor Credits


SATV Redemption

  • Redeem five SATVs for a Classroom Live or Virtual Classroom Live session
  • Redeem five SATVs for an individual On-Demand course plus digital Microsoft Official Courseware (dMOC)
  • Redeem two SATVs for an individual On-Demand course

For more information on Microsoft SATVs, click here.

Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day


Train at your own pace with 24/7 access to courses that help you acquire must-have technology skills.

Duration: 34 hours

Blended Live

Experience the best of instructor-led training and the flexibility of on-demand learning.

Live Duration: 6 sessions
On-Demand: 3 months

Request this course in a different delivery format.