Introduction
This five-day instructor-ledcourse 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 and 70-682 exams.

 Audience
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.

 

At Course Completion
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

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

 

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: