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Supporting And Troubleshooting Windows 10 (M10982)

Key points about this course

Duration: 5 Days*

Accredited: Yes

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  • Course materials, exam preparation and pre & post course support
  • As a Microsoft Silver Learning Partner we are an accredited course provider
  • Delegates trained to pass the 10982B exam during five days

Available delivery methods for this course

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Course Information

Supporting and Troubleshooting Windows 10 Course (10982B) Overview

This 5-day course is tailored to delegates who wish to develop the knowledge and skills required to support and troubleshoot Windows 10 PCs.


The Supporting and Troubleshooting Windows 10 course is designed for IT professionals who are tasked with delivering support for Windows 10 devices and associated network and security resources.


For delegates who have completed the course, they are expected to be able to:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 10

  • Troubleshoot startup issues and operating system services on a Windows 10 PC

  • Resolve issues that pertain to hardware devices and device drivers

  • Troubleshoot Windows 10 devices remotely

  • Troubleshoot issues that pertain to network connectivity

  • Troubleshoot client configuration failures and issues with application of Group Policy Objects

  • Troubleshoot issues related to user settings

  • Troubleshoot remote connectivity issues

  • Resolve issues related to accessing resources from devices that are domain-joined.

  • Resolve issues related to accessing resources from devices that are not domain-joined

  • Troubleshoot issues that pertain to application installation and operation

  • Maintain a device running Windows 10

  • Recover a device running Windows 10


We are fully accredited by Microsoft, for our Supporting and Troubleshooting Windows 10 course and we are a Silver Partner.


Supporting and Troubleshooting Windows 10 Course (10982B) Outline

This is a 5 day course, with a total of 13 modules. Upon completing the course, delegates may progress onto the Supporting and Troubleshooting Windows 10 exam.


Module 1: Implementing a Troubleshooting Methodology

  • Overview of Windows 10

  • Introduction to the EDST Job Role

  • Overview of the Troubleshooting Steps

  • Troubleshooting Tools

  • Lab: Implementing a Troubleshooting Methodology

  • Lab: Using Troubleshooting Tools


Module 2: Troubleshooting Startup Issues

  • Overview of the Windows 10 Startup Recovery Environment

  • Troubleshooting Startup Settings

  • Troubleshooting Operating System Services Issues

  • Recovering BitLocker-Protected Drives

  • Lab: Troubleshooting Startup Issues

  • Lab: Recovering BitLocker-Encrypted Drives


Module 3: Troubleshooting Hardware and Device Drivers

  • Troubleshooting Device Driver Failures

  • Overview of Hardware Troubleshooting

  • Troubleshooting Physical Failures

  • Monitoring Reliability

  • Configuring the Registry

  • Lab: Troubleshooting Device Driver Issues

  • Lab: Troubleshooting Hardware Issues


Module 4: Troubleshooting Remote Computers

  • Using Remote Desktop

  • Using Remote Assistance

  • Remoting with Windows PowerShell

  • Lab: Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance

  • Lab: Troubleshooting Remote Computer by Using Windows PowerShell


Module 5: Resolving Issues with Network Connectivity Issues

  • Determining Network Settings

  • Troubleshooting Network Connectivity

  • Troubleshooting Name Resolution

  • Lab: Resolving Network Connectivity Issues


Module 6: Troubleshooting Group Policy

  • Overview of Group Policy Application

  • Resolving Client-Configuration Failures and GPO Application Issues

  • Lab: Troubleshooting Issues with Group Policy Application

  • Lab: Resolving Issues with Group Policy


Module 7: Troubleshooting User Settings

  • Troubleshooting Sign In Issues

  • Troubleshooting the Application of User Settings

  • Lab: Troubleshooting Sign in Problems

  • Lab: Troubleshooting the Application of User Settings


Module 8: Troubleshooting Remote Connectivity

  • Troubleshooting VPN Connectivity Issues

  • Troubleshooting DirectAccess

  • Lab: Troubleshooting VPN Connectivity

  • Lab: Configuring and Troubleshooting DirectAccess


Module 9: Troubleshooting Resource Access Within a Domain

  • Troubleshooting File Permissions Issues

  • Recovering Files Encrypted by EFS

  • Troubleshooting Printer Access Issues

  • Lab: Troubleshooting File Access Issues

  • Lab: Troubleshooting Access to Encrypted Files

  • Lab: Troubleshooting Printer Issues


Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members

  • Configuring and Troubleshooting Device Registration

  • Configuring and Troubleshooting Work Folders

  • Configuring and Troubleshooting OneDrive Access

  • Lab: Troubleshooting Resource Access for Clients That Are Not Domain Members


Module 11: Troubleshooting Applications

  • Troubleshooting Desktop App Installation Issues

  • Troubleshooting Desktop Apps

  • Managing Windows Store Apps

  • Troubleshooting Access to Company Web Applications

  • Lab: Troubleshooting Desktop Apps

  • Lab: Troubleshooting Access to Company Web Applications


Module 12: Maintaining Windows 10

  • Managing and Troubleshooting Windows Activation

  • Monitoring and Troubleshooting Computer Performance

  • Applying Applications and Windows Updates

  • Lab: Monitoring and Troubleshooting Performance


Module 13: Recovering Data and Operating System

  • File Recovery in Windows 10

  • Recovering an Operating System

  • Lab: Recovering Data

  • Lab: Provisioning Computer to Comply with Company Standards

Who should attend?

  • EDST Enterprise Desktop Support Technicians providing tier 2 support

  • IT professionals who provide support and administer Windows 10 desktops, devices, users, and associated network and security resources.



Students attending this course are expected to have the knowledge of the following:

  • 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

  • Understanding of the Public Key Infrastructure (PKI) components

  • Windows Server 2012 R2 fundamentals

  • Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2

Yes, The Knowledge Academy is fully accredited by Microsoft for this Supporting and Troubleshooting Windows 10 training course.
Yes, delegates must have knowledge of Network fundamentals, AD DS principles, PKI components, Window Server 2012 R2 fundamentals, and Microsoft Windows Client essentials. Please see the Prerequisites section for more information.
The Knowledge Academy has a range of locations globally, making it easy to find a training venue near you.
There are a total of 13 modules, each module also includes labs.
This course is 5 days.

Supporting and Troubleshooting Windows 10 Course (10982B) Exam

There is no exam related to this course. However, delegates taking the Windows 10 Configuring exam will benefit from this course. 

Dates & Prices

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How will you be funding your training?

Self funding

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Key points about this course

Duration: 5 Days*

Accredited: Yes

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Trusted & Approved

The Knowledge Academy are a Microsoft Silver Partner and therefore fully accredited.

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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

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