Module 1: Implementing a Troubleshooting Methodology

This module describes the steps involved in establishing and using a typical troubleshooting methodology. It also covers the job role and responsibilities of the EDST.

Lessons

• Lesson 1: Introduction to the EDST Job Role
• Lesson 2: Overview of Troubleshooting Steps

After completing this module, students will be able to:

• Describe the job role of the EDST.
• Describe the steps of a typical troubleshooting methodology.

Module 2: Troubleshooting Startup Issues

This module describes how to use Windows 7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services.

Lessons

• Lesson 1: Overview of the Windows 7 Recovery Environment
• Lesson 2: Configuring and Troubleshooting Startup Settings
• Lesson 3: Troubleshooting Operating System Services Issues

Lab: Troubleshooting Startup Issues

• Exercise 1: Resolving a Startup Problem (1)
• Exercise 2: Resolving a Startup Problem (2)

After completing this module, students will be able to:

• Use Windows 7 recovery tools to troubleshoot startup problems.
• Configure and troubleshoot startup settings.
• Troubleshoot operating system services.

Module 3: Using Group Policy to Centralize Configuration

This module describes Group Policy application. It also covers steps to troubleshoot both client configuration failures and GPO application issues.

Lessons

• Lesson 1: Overview of Group Policy Application
• Lesson 2: Resolving Client Configuration Failures and GPO Application Issues

Lab: Using Group Policy to Centralize Configuration

• Exercise 1: Resolve Group Policy Application (1)
• Exercise 2: Resolve Group Policy Application (2)

After completing this module, students will be able to:

• Describe Group Policy application.
• Troubleshoot client configuration failures and GPO application issues.

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

This module helps students troubleshoot issues related to hardware devices and device drivers by identifying basic hardware-related issues. Additionally, the module helps students determine hardware failure issues, and the problems that device drivers can cause. Finally, this module provides guidance on how to configure performance options in Windows 7, as well as monitor reliability and performance of Windows 7 computers.

Lessons

• Lesson 1: Overview of Hardware Troubleshooting
• Lesson 2: Troubleshooting Physical Failures
• Lesson 3: Monitoring Reliability and Performance
• Lesson 4: Configuring Performance Options in Windows 7
• Lesson 5: Troubleshooting Device Driver Failures

Lab: Lab A: Resolving Hardware Device and Device Driver Issues

• Exercise 1: Resolving Hardware Issues
• Exercise 2: Configuring Group Policy to Control Device Installation (optional)

Lab: Lab B: Troubleshooting Performance-Related Issues

• Exercise: Troubleshooting a Performance Problem

After completing this module, students will be able to:

• Identify basic hardware-related issues.
• Determine hardware failure issues.
• Monitor reliability and performance of Windows 7 computers.
• Configure performance options in Windows 7.
• Determine problems that device drivers cause.

Module 5: Troubleshooting Network Connectivity Issues

This module describes how to troubleshoot issues related to network connectivity by providing the steps to determine the network configuration of client computers, and then to troubleshoot network connections.

Lessons

• Lesson 1: Determining Network Settings
• Lesson 2: Troubleshooting Network Connectivity Issues

Lab: Troubleshooting Network Connectivity Issues

• Exercise 1: Troubleshooting a Network Problem (1)
• Exercise 2: Troubleshooting a Network Problem (2)

After completing this module, students will be able to:

• Determine the network configuration of client computers.
• Troubleshoot network connections.

Module 6: Troubleshooting Remote Connectivity Issues

This module describes how to troubleshoot remote connectivity issues. This module instructs students on how to configure and troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop and Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) and DirectAccess issues.

Lessons

• Lesson 1: Troubleshooting VPN Connectivity Issues
• Lesson 2: Using Remote Desktop
• Lesson 3: Troubleshooting User Issues by Using Remote Assistance
• Lesson 4: Troubleshooting NAP Issues
• Lesson 5: Troubleshooting DirectAccess Issues

Lab: Resolving Remote Connectivity Issues

• Exercise: Resolving a Remote Connectivity Problem

After completing this module, students will be able to:

• Configure and troubleshoot VPN connections.
• Use Remote Desktop.
• Use Remote Assistance.
• Troubleshoot NAP issues.
• Troubleshoot DirectAccess issues.

Module 7: Troubleshooting Logon and Resource Access Issues

This module describes how to use troubleshooting tools and methods to troubleshoot user profile and logon scripts issues, and issues with file and printer access.

Lessons

• Lesson 1: Troubleshooting User Logon Issues
• Lesson 2: Troubleshooting User Profile Issues
• Lesson 3: Troubleshooting File Access Issues
• Lesson 4: Troubleshooting File Permissions Issues
• Lesson 5: Troubleshooting Printer Access Issues

Lab: Troubleshooting Logon and Resource Access Issues

• Exercise 1: Troubleshooting Offline Files
• Exercise 2: Troubleshooting a Missing Drive Mapping
• Exercise 3: Troubleshooting Missing Files in My Documents
• Exercise 4: Troubleshooting a File Access Issue

After completing this module, students will be able to:

• Troubleshoot user logon issues.
• Troubleshoot user profile issues.
• Troubleshoot file access issues.
• Troubleshoot file permissions issues.
• Troubleshoot printer access issues.

Module 8: Troubleshooting Security Issues

This module describes how to troubleshoot issues related to security systems such as EFS, BitLocker, and file permissions. The module instructs students how to troubleshoot and recover files encrypted with EFS and BitLocker-protected drives. In this module, students also troubleshoot file permissions, content access issues, and Windows Internet Explorer issues.

Lessons

• Lesson 1: Recovering Files Encrypted by EFS
• Lesson 2: Recovering BitLocker-Protected Drives
• Lesson 3: Troubleshooting Internet Explorer and Content Access Issues

Lab: Troubleshooting Security Issues

• Exercise 1: Recovering a BitLocker-Protected Drive
• Exercise 2: Troubleshooting an Internet Explorer Security Issue

After completing this module, students will be able to:

• Recover files encrypted by using EFS.
• Recover BitLocker-protected drives.
• Troubleshoot Internet Explorer and content access issues.

Module 9: Troubleshooting Operating System and Application Issues

This module describes how to troubleshoot issues related to operating system features and applications, including application installation and operation issues. This module also addresses applying application and Windows updates.

Lessons

• Lesson 1: Troubleshooting Application Installation Issues
• Lesson 2: Troubleshooting Application Operations Issues
• Lesson 3: Applying Application and Windows Updates

Lab: Troubleshooting Operating System and Application Issues

• Exercise 1: Troubleshooting Windows Updates
• Exercise 2: Troubleshooting AppLocker Policy Application
• Exercise 3: Troubleshooting Application Startup

After completing this module, students will be able to:

• Troubleshoot application installation issues.
• Troubleshoot application operation issues.
• Apply application and Microsoft Windows updates