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MS20688 - Supporting Windows® 8.1 (MS20688)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Duration: 5 Days

Gain the knowledge and skills you need to support the Windows 8.1 operating system and solve technical troubleshooting problems in a Windows 8.1 and Windows Server 2012 R2 networking environment.  This course is designed for IT professionals who have experience with Windows devices and who work as Windows Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. Through this instructor lead, five day Microsoft Official Course, with extensive hands-on labs you will learn how key components of the Windows Operating system work in order to aid in troubleshooting system problems. How to identify and resolve issues with networking, Windows Store apps, security, group policy, Internet Explorer, remote access, and support of mobile devices.

This course uses new versions of Desktop Optimization Package (MDOP), Application Compatibility Toolkit (ACT), Windows Performance Toolkit (WPT), Microsoft Message Analyzer, and is the first course that uses the popular Sysinternals tools, and other tools. This course also helps candidates prepare for Exam 70-688, MCSA: Supporting Windows 8.1. 

NOTE: This course is based on Windows 8.1 Enterprise Edition with domain services provided by Windows Server 2012 R2.
Microsoft OneDrive® is used as part of the lab for this course, which may not be available in all countries.  Please confirm with your Microsoft training provider that this cloud service is available in your area. Training Providers please reference the course setup guide for more details.

Who Should Attend

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.

Course Certifications

This course is part of the following Certifications:


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 Objectives

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.

Course Content

Module 1: Implementing a Troubleshooting MethodologyThis 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

  • Overview of Windows 8.1
  • Overview of Troubleshooting Steps

Lab :Troubleshooting Windows 8.1

After completing this module, students will be able to:
  • Describe Windows 8.1.
  • Describe a typical troubleshooting methodology and apply it to troubleshooting Windows 8.1.

Module 2: Troubleshooting Startup IssuesThis 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
  • Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues
  • Recovering BitLocker-Protected Drives

Lab :Troubleshooting Startup IssuesLab :Recovering BitLocker-Encrypted Drives

After completing this module, students will be able to:
  • Describe the Windows8.1 startup architecture.
  • Optimize and troubleshoot startup settings.
  • Troubleshoot Windows 8.1 operating system services.
  • Recover drives encrypted with BitLocker Drive Encryption.

Module 3: Troubleshooting Hardware and Device DriversThis 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 :Troubleshooting Hardware and Device Drivers

After completing this module, students will be able to:
  • Describe the process for troubleshooting hardware.
  • Troubleshoot physical hardware failures.
  • Troubleshoot hardware device drivers.
  • Monitor Windows 8.1 reliability.
  • Configure the Windows 8.1 registry.

Module 4: Troubleshooting Remote ComputersThis 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 Remote Computers

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 Network Connectivity IssuesThis 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 :Resolving Network Connectivity Issues

After completing this module, students will be able to:
  • Determine the network configuration of client computers.
  • Troubleshoot network connections.

Module 6: Troubleshooting Group PolicyThis 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 Group Policy

After completing this module, students will be able to:
  • Describe how GPOs are applied to computers.
  • Resolve client-side configuration failures and GPO application issues.

Module 7: Troubleshooting User SettingsThis module describes how to troubleshoot sign-in issues and issues in the application of user settings.Lessons

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

Lab :Troubleshooting Sign-in ProblemsLab :Troubleshooting the Application of User Settings

After completing this module, students will be able to:
  • Troubleshoot user sign-in issues.
  • Troubleshoot the application of user desktop settings.

Module 8: Configuring and Troubleshooting Remote ConnectivityThis module describes how to troubleshoot issues in VPN connectivity, NAP, and DirectAccess.Lessons

  • Troubleshooting VPN Connectivity Issues
  • Troubleshooting NAP Issues
  • Troubleshooting DirectAccess

Lab :Configuring Network Access Protection Client SettingsLab :Configuring and Testing DirectAccess

After completing this module, students will be able to:
  • Troubleshoot VPN connections.
  • Troubleshoot NAP.
  • Configure and troubleshoot DirectAccess.

Module 9: Troubleshooting Resource Access within a DomainThis 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 within a Domain

Course ID: MS20688

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