About this Course

Tech Type Essentials
Code M20688
Duration 5 Days
Special Notices

This course may be available for you to purchase through the Microsoft Software Assurance voucher scheme. To book courses using vouchers please call our sales team on 0345 757 3888. Or for more information on claiming vouchers you can speak to our dedicated Software Assurance administration team on 01753 898 351.

This five day course will provide you with the knowledge and skills required to support a Windows 8.1 deployment in medium and large enterprise environments and to resolve technical issues by developing a troubleshooting methodology for Windows 8.1.

Target Audience:

This course is primarily intended for the Enterprise Device Support Technician (EDST), who provide Tier 2 support to users running Windows desktops and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs are experienced IT Professionals who focus on a broad range of technical issues for Windows operating systems, devices, cloud services, applications, networking, and hardware support. Key responsibilities include resolving technical issues pertaining to Windows installation and migration, activation, performance, profiles, settings and device synchronization, local and remote network access, access to applications, access to data and printers, authentication, endpoint security and policy, operating system and data recovery.

EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of desktops and devices, installing and testing line-of-business applications on these devices, and physically making changes to user devices or re-images as required.

The secondary audience for this course can include students preparing to take exam 70-688.

What's Included

QA offers more benefits. Here is what's included with this course:

Microsoft SA Vouchers accepted


  • 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 and fundamentals of AD DS management
  • Understanding of the Public Key Infrastructure (PKI) components and working knowledge of the fundamentals of Active Directory Certificate Services (AD CS)
  • Windows Server 2008 R2 or Windows Server 2012 fundamentals
  • Microsoft Windows Client fundamentals; for example, working knowledge of Windows XP, Windows Vista, Windows 7 and/or Windows 8
  • Fundamentals of management and experience using the Microsoft Office 2013 system or the Microsoft Office 2010 system
  • Windows Automated Installation Kit (WAIK) components including Windows PE, Windows SIM, VAMT, ImageX, USMT, and DISM concepts and fundamentals

Delegates will learn how to

At the end of this course you will be able to:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 8.1.
  • Troubleshoot startup issues and operating system services on a Windows 8.1 system.
  • Resolve issues related to hardware devices and device drivers.
  • Troubleshoot computers remotely.
  • troubleshoot issues related to network connectivity.
  • Troubleshoot client configuration failures and GPO application issues.
  • Troubleshoot issues related to user settings.
  • Troubleshoot remote connectivity issues.
  • Resolve issues related to accessing resources from computers that are domain-joined.
  • Resolve issues related to accessing resources from computers that are not domain-joined.
  • Troubleshoot issues related to application installation and operation.
  • Maintain Windows 8.1 following deployment.
  • Design and implement extranet connectivity for Windows 8.
  • Recover a computer running Windows 8.1.


Module 1: Implementing a Troubleshooting Methodology
This module provides an introduction to the Windows 8.1 system architecture and explains how to identify the common troubleshooting scenarios. The module also provides an overview of a typical troubleshooting process.


  • Overview of Windows 8.1
  • Overview of Troubleshooting Steps

Lab : Troubleshooting Windows 8.1

  • Developing a Plan of Action

Module 2: Troubleshooting Startup Issues
This module provides an overview of the Windows 8.1 startup recovery environment and explains how to troubleshoot startup settings and issues. The module also describes how to recover BitLocker-operated drives.


  • Overview of the Windows 8.1 Startup Recovery Environment
  • Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues
  • Recovering BitLocker-Protected Drives

Lab : Troubleshooting Startup Issues

  • Resolving a Startup problem (1)
  • Resolving a Startup Problem (2)

Lab : Recovering BitLocker-Encrypted Drives

  • Recovering a BitLocker-Encrypted Drive
  • Creating a New BitLocker Password

Module 3: Troubleshooting Hardware and Device Drivers
This module explains how to troubleshoot hardware issues, physical failures, and device driver failures. It also describes how to monitor reliability and configure the registry.


  • Overview of Hardware Troubleshooting
  • Troubleshooting Physical Failures
  • Troubleshooting Device Driver Failures
  • Monitoring Reliability
  • Configuring the Registry

Lab : Troubleshooting Hardware and Device Drivers

  • Resolving Hardware Issues
  • Configuring Group Policy Settings to Control Device Installation

Module 4: Troubleshooting Remote Computers
This module describes how to perform remote troubleshooting by using Windows 8.1 features such as Remote Desktop, Remote Assistance, and Windows PowerShell remoting.


  • Using Remote Desktop
  • Using Remote Assistance
  • Remoting with Windows PowerShell

Lab : Troubleshooting Remote Computers

  • Using Remote Desktop
  • Using Remote Assistance
  • Using Windows PowerShell Remoting

Module 5: Resolving Network Connectivity Issues
This module explains how to identify network settings and troubleshoot network connectivity issues in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.


  • Determining Network Settings
  • Troubleshooting Network Connectivity Issues

Lab : Resolving Network Connectivity Issues

  • Resolving a Network Problem (1)
  • Resolving a Network Problem (2)
  • Troubleshooting a Wireless Network

Module 6: Troubleshooting Group Policy
This module provides an overview of the Group Policy application and describes how to resolve issues in client configuration GPO application.


  • Overview of Group Policy Application
  • Resolving Client Configuration Failures and GPO Application Issues

Lab : Troubleshooting Group Policy

  • Resolving Group Policy Application (1)
  • Resolving Group Policy Application (2)

Module 7: Troubleshooting User Settings
This module describes how to troubleshoot sign-in issues and issues in the application of user settings.


  • Troubleshooting Sign-in Issues
  • Troubleshooting the Application of User Settings

Lab : Troubleshooting Sign-in Problems

  • Resolving Sign-in Problem (1)
  • Resolving Sign-in Problem (2)

Lab : Troubleshooting the Application of User Settings

  • Resolving Folder Redirection Problem (1)

Module 8: Configuring and Troubleshooting Remote Connectivity
This module describes how to troubleshoot issues in VPN connectivity, NAP, and DirectAccess.


  • Troubleshooting VPN Connectivity Issues
  • Troubleshooting NAP Issues
  • Troubleshooting DirectAccess

Lab : Configuring Network Access Protection Client Settings

  • Configuring and Verifying NAP Client Connectivity

Lab : Configuring and Testing DirectAccess

  • Configuring DirectAccess Client-Side Settings

Module 9: Troubleshooting Resource Access within a Domain
This module explains how to troubleshoot issues in file access and permissions. It also describes how to resolve printer access issues.


  • Troubleshooting File Access Issues
  • Troubleshooting File Permissions Issues
  • Troubleshooting Printer Access Issues

Lab : Troubleshooting Resource Access within a Domain

  • Resolving a Logon Script Problem
  • Resolving a File Permissions Issue

Module 10: Configuring and Troubleshooting Resource Access for Clients That Are Not Domain Members
This module describes how to configure and troubleshoot Workplace Join, Work Folders, and OneDrive Access.


  • Configuring Workplace Join
  • Configuring and Troubleshooting Work Folders
  • Configuring and Troubleshooting OneDrive Access

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

  • Troubleshooting Workplace Join
  • Troubleshooting Work Folders
  • Troubleshooting OneDrive for Business
  • Implementing Work Folders

Module 11: Troubleshooting Applications

This module explains how to troubleshoot application installation issues and problems in desktop and Windows store apps. The module also describes how to resolve issues in Internet Explorer and Client Hyper-V.


  • Troubleshooting Desktop App Installation Issues
  • Troubleshooting Desktop Apps
  • Managing Windows Store Apps
  • Troubleshooting Internet Explorer
  • Implementing Client Hyper-V

Lab : Troubleshooting Desktop Apps

  • Troubleshooting AppLocker Policy Application

Lab : Troubleshooting Windows Internet Explorer

  • Resolving a Windows Internet Explorer Issue

Module 12: Maintaining Windows 8.1
This module describe how to troubleshoot activation issues and configure performance options in Windows 8.1. It also explains how to protect a Windows 8.1 system from malware and viruses and how to apply application and Windows updates.


  • Managing Windows Activation
  • Monitoring and Configuring Performance Options in Windows 8.1
  • Protecting Windows 8.1 from Malware and Viruses
  • Applying Application and Windows Updates

Lab : Maintaining Windows 8.1

  • Troubleshooting a Performance Problem

Module 13: Recovering Windows 8.1
This modules explains how to restore files and recover a Windows 8.1 system.


  • File Recovery in Windows 8.1
  • Recovery Options in Windows 8.1

Lab : Troubleshooting a Windows 8.1 Computer (1)

  • Recovering Files in Windows 8.1

Lab : Troubleshooting a Windows 8.1 Computer (2)

  • Recovering a Windows 8.1 Computer


5 Days

Microsoft Windows 8
Delivery Method

Delivery method

Classroom / Attend from Anywhere

Receive classroom training at one of our nationwide training centres, or attend remotely via web access from anywhere.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0113 220 7150 or email us at info@qa.com to discuss how we can help.

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