Windows 11 – Support and Troubleshooting

IMPORTANT NOTE: This is not an official Microsoft course. The content of this course is based on Microsoft's discontinued MOC 10982 course and was developed by the Microsoft Community.

Module 1: Introduction to Windows 11

This module describes the new features and devices of the Windows 11 operating system, with a particular focus on the changes from Windows 10. The module also describes the process of developing and applying a Windows 11 troubleshooting methodology.

Lessons:

• Overview of Windows 11
• New Features in Windows 11
• Highlighting Key Changes Compared to Windows 10
• A Brief Overview of the UI Changes
• Overview of the system architecture, including the Linux and Android subsystems
• Troubleshooting Installation and Deployment Issues
• Overview of the required hardware, including a comparison with Windows 10
• Description of the most common reasons why devices cannot be updated to Windows 11
• Recommendations for Common Troubleshooting Procedures
• Introduction to Troubleshooting Tools
• Task Manager
• Resource Monitor
• Performance Monitor
• Review of the Updated Settings App

Exercise 1: Using Windows 11 Troubleshooting Tools

Module 2: Managing Windows 11 Remotely

This module describes how to use the various remote management tools in Windows 11 to troubleshoot issues. It explains the features and functionality of tools such as Windows Admin Center, Remote Desktop, Quick Assist, and Windows PowerShell.

Lessons:

• Overview of the Administration Tools
• Using Remote Desktop
• Using Quick Assist
• Using Windows Admin Center
• Introduction to Windows PowerShell
• Remote Control Using Windows PowerShell
• Enabling PowerShell Remoting
• Trusted Hosts
• Introduction to Deployment

Exercise 1: Remotely Administering Windows 11

• Implement Remote Desktop
• Managing Remote Computers with Windows PowerShell

Module 3: Troubleshooting Startup Issues and System Recovery

This module describes potential issues that can cause startup problems in Windows 11. It also provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and the Boot Configuration Data (BCD). In addition, it explains how to troubleshoot issues related to operating system services and how to restore a computer.

Lessons:

• Overview of the Windows 11 Recovery Environment
• Configuring the Registry
• Troubleshooting Startup Settings
• Restoring BitLocker-Protected Drives
• Troubleshooting Problems with OS Services
• Restoring a Computer

Exercise 1: Troubleshooting System Restore Startup and Execution

• Exploring Windows RE
• Troubleshooting a Startup Problem
• Configuring and Restoring BitLocker
• Recovering a Computer After a Failure

Module 4: Troubleshooting Problems with Devices and Device Drivers

This module examines how to troubleshoot problems related to hardware devices and device drivers.

Lessons:

• Overview of Hardware Troubleshooting
• Group Policy settings that can control or prevent hardware installation
• Troubleshooting Device Driver Errors

Exercise 1: Troubleshooting Devices and Device Drivers

• Troubleshooting Missing Drivers
• Resolving a Hardware Problem

Module 5: Configuring and Troubleshooting Network Connectivity Issues

This module describes how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution. This module also provides an overview of remote access and describes how to troubleshoot VPN connectivity issues.

Lessons:

• Identifying Incorrectly Configured Network and TCP/IP Settings
• An overview of IPv4 subnetting to identify misconfigured devices
• Determining Network Settings
• Troubleshooting Network Connectivity Issues
• Troubleshooting Name Resolution
• Overview of Remote Access
• Troubleshooting VPN Connectivity Issues

Exercise 1: Configuring and Troubleshooting Network Connectivity Issues

• Troubleshooting Network Connectivity Issues
• Troubleshooting Name Resolution
• Troubleshooting Remote Access Issues

Module 6: Troubleshooting Group Policy

This module provides an overview of the Group Policy application and describes how to troubleshoot issues with the GPO application in client configuration.

Lessons:

• Overview of Group Policy
• Troubleshooting Client Configuration and GPO Application Issues

Exercise 1: Troubleshooting Group Policy

• Troubleshooting the Application of GPOs to Client Devices

Module 7: Configuring and Troubleshooting Security Settings

This module describes various security settings in Windows 11, including Credential Guard, Exploit Guard, and Application Guard. It also covers Windows Hello authentication, as well as common sign-in issues, how to identify them, and how to resolve them. The module also explains ways to secure the boot environment, including Secure Boot and related technologies.

Lessons:

• Secure Boot, Trusted Boot, Measured Boot
• UEFI Settings
• TPM Requirements
• Implementing Network Security with Windows Defender Firewall and Windows Defender Firewall with Advanced Security
• Implementing Credential Guard, Exploit Guard, and Application Guard
• Configuring Windows Hello
• Troubleshooting Login Issues

Exercise 1: Configuring and Troubleshooting Security Settings

• Troubleshooting a Login Problem

Module 8: Configuring and Troubleshooting User Status Issues

This module provides instructions for configuring and troubleshooting user status synchronization on a local network. This includes managing roaming profiles, UE-V, and folder redirection.

Lessons:

• Troubleshooting User Settings
• Configuring and Troubleshooting UE-V
• Configuring and Troubleshooting Folder Redirection Errors

Exercise 1: Configuring and Troubleshooting User Status Issues

• Configure UE-V
• Configure Folder Redirection
• Troubleshooting Folder Redirection

Module 9: Configuring and Troubleshooting Resource Access Issues

This module describes how to resolve issues with file permissions and printer access. It also explains how to configure and manage file recovery in Windows 11.

Lessons:

• Troubleshooting Problems with File Permissions
• Troubleshooting Printer Problems
• How to Perform File Recovery in Windows 11

Exercise 1: Configuring and Troubleshooting Resource Access Issues

• Troubleshooting a File Access Problem
• Troubleshooting Printing Issues
• Recover Files

Module 10: Troubleshooting Applications

This module explains how to troubleshoot common issues when running desktop applications. It also describes Universal Windows Apps and the Microsoft Store. The module further explains how to troubleshoot issues related to application control and AppLocker policies. Finally, the module covers how to enable and configure kiosk mode.

Lessons:

• Troubleshooting Desktop Applications
• Managing Universal Windows Apps
• Overview of Application Control
• Troubleshooting AppLocker Policy Applications
• Troubleshooting Application Compatibility Issues
• Configuring Kiosk Mode

Exercise 1: Troubleshooting Applications

• Troubleshooting AppLocker
• Deploying a Kiosk Device

Module 11: Windows 11 Maintenance

This module describes how to identify performance issues in Windows 11. It also explains how to manage Windows updates and troubleshoot errors.

Lessons:

• Monitoring and Troubleshooting Computer Performance Issues
• Overview of Windows Update
• Configuring Windows Update for Businesses
• Troubleshooting Windows Updates

Exercise 1: Windows 11 Maintenance

• Checking Computer Performance
• Configure Windows Update

Requirements: 

• Fundamentals of networking, including Transmission Control Protocol/Internet Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS)
• Principles of Microsoft Active Directory Domain Services (AD DS)
• Understanding the Components of the Public Key Infrastructure (PKI)
• Windows Server Fundamentals
• Microsoft Windows Client Fundamentals