Maintaining and Troubleshooting Windows Vista Computers
Course 5118: Three days; Instructor-Led
Introduction
This three-day instructor-led course provides students with the
knowledge and skills to successfully maintain and troubleshoot
Windows Vista computers.
It will provide them with the knowledge and skills necessary to
identify technical problems that can occur in an organization's
client computers. The course will focus on five main troubleshooting
areas: operating system, hardware, networking, security, and
applications.
It will also provide the knowledge and skills necessary to
monitor and maintain Windows Vista client computers.
Audience
The audience for this course is experienced enterprise-level IT
Professionals who focus on a broad range of desktop operating
system, desktop application, mobile device, networking, and hardware
support issues. As working professionals, students must quickly
resolve support issues by combining technical expertise with problem
solving and decision making skills and a deep understanding of their
business and technical environments. They must consider all
variables, justify resolutions with a logical troubleshooting
approach, and relate tradeoffs to business and technical
requirements and constraints.
Students will have used Microsoft Windows XP-SP2 and may have
experience with Windows server operating systems. Their jobs require
them to stay knowledgeable and skilled about new versions and
updates of technology in the business environment.
At Course Completion
After completing this course, students will be able to:
| • |
Plan and apply a troubleshooting
methodology for an organization. |
| • |
Describe how the Windows Vista platform
helps address troubleshooting requirements for important
technical areas. |
| • |
Identify the most appropriate method to
troubleshoot Windows Vista computers. |
| • |
Identify Windows Vista tools that can
be used to help in the troubleshooting process. |
| • |
Identify important maintenance tools
that will be used as part of IT operations for their
organizations. |
| • |
Describe how monitoring and
optimization tools in Windows Vista can be used to assist in
troubleshooting and keeping computers performing optimally. |
Prerequisites
Before attending this course, students must have:
| • |
Experience supporting previous versions
of the Windows operating system. |
| • |
Familiarity with an IT helpdesk
ticketing system. |
| • |
Experience researching online and local
knowledge bases. |
| • |
Experience running commands from a
command window, such as the DOS command prompt. |
| • |
Familiarity with computer hardware and
devices, such as the ability to use Windows device manager
and look for unsupported devices. |
| • |
Basic TCP/IP knowledge, such as knowing
why you need to have a valid IP address. |
| • |
Basic Windows and Active Directory
knowledge, such as knowledge about domain user accounts,
domain vs. local user accounts, user profiles, and group
membership. |
| • |
Fundamentals of applications, such as
how a client communicates with the server in client/server
applications. |
| • |
Experience reviewing logs, such as
understanding chronology, sequential order, severity, etc. |
In addition, it is recommended, but not required, that students
have completed the following courses:
| • |
5115A: Installing and Configuring the
Windows Vista Operating System |
| • |
5116A: Configuring Windows Vista Mobile
Computing and Applications |
Important: This learning product will be most useful to people
who intend to use their new skills and knowledge on the job
immediately after training.
Course Outline
Module 1: A Troubleshooting Methodology
This module explains what a troubleshooting methodology is, its
role in an enterprise, and how it can be used to improve the support
function within an organization.
Lessons
| • |
Overview of a Troubleshooting
Methodology |
| • |
Overview of Troubleshooting Stages |
| • |
Troubleshooting Component Areas |
Lab: Preparing for Remote Troubleshooting
| • |
Obtaining Information Remotely from
Windows Vista |
| • |
Using the System Information Tool
Remotely |
After completing this module, students will be able to:
| • |
Identify the users of the
troubleshooting methodology. |
| • |
Identify the most important
troubleshooting component areas. |
| • |
Determine which issues directly affect
the troubleshooting process. |
Module 2: Troubleshooting Operating Systems
This module explains how to identify and troubleshoot issues that
affect the operating system's ability to boot and the services that
it is running.
Lessons
| • |
Overview of the Windows Vista Startup
Process |
| • |
Troubleshooting the Windows Vista
Startup Process with Windows RE |
| • |
Troubleshooting Operating System
Services |
Lab: Troubleshooting the Operating System
| • |
Gathering System Information and
Developing a Plan of Action |
| • |
Implementing the Proposed Plan of
Action |
| • |
Clean-Booting Windows Vista |
After completing this module, students will be able to:
| • |
Identify the available recovery options
in Windows Vista. |
| • |
Determine the capabilities of each
recovery option. |
| • |
Troubleshoot operating system services. |
Module 3: Troubleshooting Hardware
This module explains how to troubleshoot hardware-related
problems and how to use Windows Vista tools to troubleshoot device
problems.
Lessons
| • |
Overview of Troubleshooting Hardware |
| • |
Dealing with Physical Failures |
| • |
Dealing with Device Driver Failures |
| • |
Troubleshooting Printing in Windows
Vista |
| • |
Troubleshooting Microsoft BitLocker
Protected Computers |
Lab : Troubleshooting Hardware
| • |
Gathering Customer Information and
Developing a Plan of Action |
| • |
Resolving Printing Problems |
| • |
Checking for Signed Device Drivers |
After completing this module, students will be able to:
| • |
Identify basic types of
hardware-related troubleshooting problems. |
| • |
Determine which problems are related to
hardware failures. |
| • |
Determine which problems are caused by
device drivers. |
| • |
Identify recovery options for computers
that are protected by BitLocker. |
Module 4: Troubleshooting Networks
This module explains how to identify the most likely cause of
network problems in a number of given network scenarios.
Lessons
| • |
Determining Network Settings |
| • |
Troubleshooting Network Connections |
Lab : Troubleshooting Networks
| • |
Gathering Customer Information |
| • |
Gathering Relevant Computer Information |
| • |
Resolving the Problem |
After completing this module, students will be able to:
| • |
Obtain information to help in network
troubleshooting. |
| • |
Explain how you can use the Network
Diagnostics Framework to troubleshoot network problems. |
| • |
Identify solutions to common network
problems. |
Module 5: Troubleshooting Security Issues
After completing this module, students will be able to
troubleshoot issues that are caused by security-related
configurations, such as User Account Control (UAC) and Windows
Firewall.
Lessons
| • |
Overview of User Account Control |
| • |
Troubleshooting User Account Control |
| • |
Implementing Windows Firewall |
| • |
Implementing Windows Defender |
Lab : Troubleshooting Security Related Issues
| • |
Gathering Customer and System
Information and Developing a Plan of Action |
| • |
Implementing a Plan of Action |
| • |
Additional Security Checks |
After completing this module, students will be able to:
| • |
Explain the User Account Control
architecture. |
| • |
Apply best practices for working with
User Account Control. |
| • |
Troubleshoot User Account
Control-related problems. |
| • |
Troubleshoot issues related to Windows
Firewall. |
| • |
Configure Windows Firewall by using
Group Policy. |
| • |
Troubleshoot issues related to Windows
Defender. |
| • |
Configure Windows Defender. |
Module 6: Troubleshooting Applications
After completing this module, students will be able to
troubleshoot problems that are caused by some applications which are
not compatible with Windows Vista.
Lessons
| • |
Windows Application Troubleshooting |
| • |
Web Application Troubleshooting |
Lab : Troubleshooting Applications
| • |
Analyzing Collected Information and
Identifying Probable Causes of a Web Application Problem |
| • |
Implementing a Plan of Action |
After completing this module, students will be able to:
| • |
Troubleshoot Windows application
problems. |
| • |
Troubleshooting Web application
problems. |
Module 7: Maintaining and Optimizing Windows Vista
After completing this module, students will be able to identify
tools that can be used to maintain a healthy operating system and
optimize its performance.
Lessons
| • |
Maintaining Windows Vista |
| • |
Optimizing Windows Vista Performance |
| • |
Monitoring Windows Vista |
Lab : Maintaining and Optimizing Windows Vista
| • |
Analyzing Collected Information and
Identifying Probable Causes of a Computer Performance
Problem |
| • |
Implementing a Plan of Action |
| • |
View and Interpret Reports in
Performance Monitor |
After completing this module, students will be able to:
| • |
Identify Windows Vista maintenance
tasks. |
| • |
Identify Windows Vista optimization
tools. |
| • |
Explain the Windows Vista monitoring
process. |