Course duration: 5 Days

Cost: £1495 + VAT

About this Course

Formerly course M6293, this instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer. It will also help test takers prepare for the 70-685 exam.

Audience Profile

This course is intended for Windows 7 desktop support technicians who resolve Tier 1 and 2 problems on desktop computers. A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended.

Prerequisites

Before attending this course, students must have:

TCP/IP Troubleshooting skills

Experience working in a domain environment

Experience using desktop and command-line troubleshooting tools

Experience installing and troubleshooting desktop application problems

Experience configuring registry and group policy settings

Delegates will learn how to

After completing this course, students will be able to:

Identify and Resolve Desktop Application Issues

Identify the Cause of and Resolve Networking Issues

Manage and Maintain Systems That Run Windows 7

Support Mobile Users

Identify the Cause of and Resolve Security Issues

Course outline

Module 1: Identify and Resolve New Software Installation Issues

This module explains how to fix problems that occur during the installation of new software.

Lessons

Overview

Planning New Software Deployment

Multilingual Deployment

Using Group Policy to install software

Using Software Restriction Policies

Digitally Signing Software

Using WMI

Using Applocker

Using Virtualization for Testing

Resolve Software Installation Issues

Review

Lab : Identify and Resolve New Software Installation Issues

Create a Repair Disk and Installation Partitions

Install and Configure Windows 7

Install Programs and test Applocker

Configure Compatibility Settings

After completing this module, students will be able to:

Understand the different installation options for Windows 7

Understand the different installation options for Windows 7 applications

Resolve Windows 7 installation problems

Prevent users from running unapproved applications

Module 2: Resolve Software Configuration Issues

This module explains how to fix application install problems caused by older programs or new features and options.
Lessons

Overview

Change Default Settings on the Image

Enable and Disable Features

Pointing to a Network Resource

Configuring Updates

Resolve Configuration Issues with Group Policy

Driver Updates

Problem Steps Recorder

Resolve Software Configuration Issues

Review

Lab : Resolve Software Configuration Issues

Install the Windows Automated Installation Kit

Create a Windows PE bootable image

Create a VHD disk

Install Windows 7 on a VHD

Boot Windows 7 from a VHD

Use the Problem Steps Recorder

After completing this module, students will be able to:

Create a Windows 7 VHD disk

Configure operating system features

Understand the impact of Driver Updates

Fix software configuration problems

Use the Problem Steps Recorder tool

Module 3: Resolve Software Failure

This module explains how to fix problems with applications that have problems after being installed.

Lessons

Overview

Event Viewer

Event Forwarding

Application Compatibility Toolkit

Windows Troubleshooting Platform

Windows Experience Index

Testing Compatibility with Safe Mode

System Restore

Resolve Software Failure

Review

Lab : Resolve Software Failure

Install applications written for older versions of Windows

Use the Program Compatibility Tool to configure settings for older applications

Use PowerShell scripts to configure Network Adapters

Use the Troubleshooter to enable the network adapter

Install Windows 7 SDK

Create a Troubleshooting Pack with the SDK

Configure Event Forwarding

Use System Restore

After completing this module, students will be able to:

Configure Event Forwarding

Use System Restore to fix desktop problems

Create a Windows 7 Troubleshooter

Module 4: Identify and Resolve Logon Issues

This module explains how to fix logon problems and configure local and roaming logon profiles.

Lessons

Overview

Authentication Process

Machine Accounts

Trust Relationships

Network Services

User Account Properties

User Profiles

Resolve Logon Issues

Review

Lab : Identify and Resolve Logon Issues

Join a computer to the domain

Install Remote Server Administration Tools (RSAT)

Test and Verify Domain User Account Properties

Create Logoff script using PowerShell

Test the use of Roaming Profiles

Test the use of Mandatory Profiles

After completing this module, students will be able to:

Create Roaming and Mandatory User Profiles

Configure Machine Accounts in Active Directory

Configure User Account Properties in Active Directory

Module 5: Identify and Resolve Network Connectivity Issues

This module explains how to troubleshoot connectivity and network problems for client computers.

Lessons

Overview

Scope of the Problem

Hardware Issues

TCP/IP Configuration

Network Routing

IPSec Configuration

Network Connectivity Tools

Branch Cache

Resolve Network Connectivity Issues

Review

Lab : Identify and Resolve Network Connectivity Issues

Use command-line tools to identify and fix network connectivity problems

Fix connectivity problems caused by problem scripts

After completing this module, students will be able to:

Use command-line tools to troubleshoot connectivity problems

Use the Windows Troubleshooters to fix configuration issues

Configure Advanced TCP/IP options on a client computer

Module 6: Identify and Resolve Name Resolution Issues

This module explains how to use network services and local computer files to resolve computer names.

Lessons

Overview

DNS Name Resolution

Using a Hosts files

WINS Configuration

Using LMHOSTS files

Name Resolution Order

Manual vs DHCP Configuration

Resolve Name Resolution Issues

Review

Lab : Identify and Resolve Name Resolution Issues

Configure and Test DNS Resolution

Configure and Test Hosts File Resolution

Configure and Test NetBIOS Resolution

After completing this module, students will be able to:

Configure records on a DNS Server

Configure HOSTS records

Using command-line and scripting tools to configure TCP/IP settings

Module 7: Identify and Resolve Network Printer Issues

This module explains how to configure printer settings and security.

Lessons

Overview

Connecting to a Network Printer

Managing the Print Spooler

Setting Printer Priorities

Creating Printer Pools

Configuring Drivers

Printer Schedules

Printer Permissions

Manage Printers with Group Policy Settings

Resolve Network Printer Issues

Review

Lab : Identify and Resolve Network Printer Issues

Install local and network printers

Create and use a separator page

Configure Printer Redirection and Printer Pooling

Move the Print Spooler Directory

After completing this module, students will be able to:

Optimize the performance of the Print Spooler

Redirect Print Jobs from non-functioning Printers

Manage Active Directory registration of Printers

Manage Printer Permissions

Module 8: Identify and Resolve Performance Issues

This module explains how to improve the performance of a system by monitoring and controlling the use of resources by applications.

Lessons

Overview

Analyzing Event Logs

Setting Power Management

Optimize Processor Usage

Optimizing Memory Usage

Optimize Hard Drive Usage

Optimize Network Usage

Performance Tools

Resolve Performance Issues

Review

Lab : Identify and Resolve Performance Issues

Schedule and Perform a Disk Defragmentation

Using Task Manager
Using Resource Monitor
Display a message when a Service stops
After completing this module, students will be able to:

Configure automatic responses to Service failure

Manage the use of Processing resources by applications

View and control active connections to a computer

Optimize Hard-Disk performance

Module 9: Identify and Resolve Hardware Failure Issues

This module explains how to diagnose hardware problems on a computer.

Lessons

Overview

Diagnosing Memory Failure Issues

Hard Drive Issues

Network Card Issues

Power Supply Issues

Windows Hardware Diagnostic Tools

Resolve Hardware Failure Issues

Review

Lab : Identify and Resolve Hardware Failure Issues

Use the Windows Memory Diagnostics Tool

Fix Hard Disk Errors

Use the Reliability Monitor

Use Event Viewer to Find Hardware Information

After completing this module, students will be able to:

Understand how to be proactive in dealing with hardware problems

Use Windows 7 hardware diagnostic tools

Module 10: Identify and Resolve Wireless Connectivity Issues

This module explains how to configure reliable and secure wireless connectivity for client computers.

Lessons

Overview

Signal Strength

Wireless Security

Wireless Profiles

Management Options for Wireless Devices

Resolve Wireless Connectivity Issues

Review

Lab : Identify and Resolve Wireless Connectivity Issues

No Lab Exercises
After completing this module, students will be able to:

Understand the encryption options available for wireless networks

Use Windows 7 Wireless security options

Fix client connectivity problems

Module 11: Identify and Resolve Remote Access Issues

This module explains how to configure remote network connections for client computers.

Lessons

Overview

Remote Access Methods

Dial-up Configuration

VPN Configuration

DirectAccess Configuration

Authentication Protocols

Resolve Remote Access Issues

Review

Lab : Identify and Resolve Remote Access Issues

Configure Remote Access settings for a domain user account

Create and Test a VPN Connection

After completing this module, students will be able to:

Understand the security options available when creating remote access connections

Understand the new capabilities of VPN connections that use DirectAccess

Resolve connectivity problems for VPN and Dial-Up connections

Module 12: Manage File Synchronization

This module explains how to allow end-users to work with network files that are being synchronized on their local desktops or laptops.

Lessons

Overview

Configuring Offline File Access

Synchronization Settings

Transparent Caching

Roaming Profiles

Restoring Network Files

Resolve File Synchronization Problems

Review

Lab : Manage File Synchronization

Configure and Test Offline Files

Restore the Previous Version of a File

After completing this module, students will be able to:

Configure Transparent Caching

Restore deleted network files

Module 13: Identify and Resolve Internet Explorer Security Issues

This module explains how to configure the security features in Internet Explorer to protect user information and privacy.

Lessons

Overview

Configure Security Zone

Configure Security Levels

Configure Privacy Settings

Managing Add-ons

Configure Smart Screen Filter

Other Security Issues

Resolve Internet Explorer Security Issues

Review

Lab : Identify and Resolve Internet Explorer Security Issues

Configure Trusted Security Zone

Configure the Security and Privacy Features in IE

Configure Group Policy Settings for Internet Explorer

After completing this module, students will be able to:

How to use new security features like Smart Screen Filtering

Manage Internet Explorer Add-ons

Use IE features to warn the user about potential security problems

Module 14: Identify and Resolve Firewall Issues

This module explains how to configure Windows Firewall to secure network traffic and applications on a computer.

Lessons

Overview

Securing Network Applications and Features

Program and Port Exceptions

Configuring Notifications and Logging

Network Security Tools

Resolve Firewall Issues

Review

Lab : Identify and Resolve Firewall Issues

Configure and Test Firewall Rules for an application

Fix Application Problems Caused by Firewall Rules

After completing this module, students will be able to:

Block applications from communicating over the network

Record and setup notifications of unapproved network communication

Fix problems caused by improper configuration of Windows Firewall

Module 15: Identify and Resolve Issues Due To Malicious Software

This module explains how to restore a computer system after an attack by viruses or other malicious software.

Lessons

Overview

Proactive Malware Protection

Protecting Internet Explorer

Windows and Anti-Virus Updates

Recovering From Malware Infection

Resolve Issues Due To Malicious Software

Review

Lab : Identify and Resolve Issues Due To Malicious Software

Use the Action Center to manage UAC settings

Use Windows Defender

Use System File Checker

Use the Malicious Software Removal Tool

After completing this module, students will be able to:

Identify problems caused by viruses and other malware

How to protect Internet Explorer and E-mail applications from malware attack

How to prevent data loss and fix a computer after a malware attack

Module 16: Identify and Resolve Encryption Issues

This module explains how to fix problems caused by using encryption on a Windows computer.

Lessons

Overview

Configuring a Recovery Agent

Using EFS

Using BitLocker

Encryption Tools

Resolve Encryption Issues

Review

Lab : Identify and Resolve Encryption Issues

Encrypt Files using EFS

Configure EFS Sharing

Configure a Recovery Agent

After completing this module, students will be able to:

Recover from lost encryption keys

How to encrypt individual files using EFS

Use BitLocker to protect laptops and insecure computers
Module 17: Identify and Resolve Software Update Issues
This module explains how to enable and use the software update features available in Windows 7.

Lessons

Overview

Types of Windows Updates

Using Windows Update

Using Microsoft Update

Resolve Software Update Issues

Review

Lab : Identify and Resolve Software Update Issues

Configure Windows Updates using desktop settings

Configure Windows Updates using Group Policy settings

After completing this module, students will be able to:

Configure client computers to get updates from the local network instead of the Internet

Understand the different options available when updating the operating system

Understand how to configure automatic updates for Microsoft applications

Examinations

Credit toward certification exam 70-685: Pro: Windows 7, Enterprise Desktop Support Technician.