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MCT USE ONLY.

STUDENT USE PROHIBITED


L1-1

Module 1: Implementing a Troubleshooting Methodology


Lab A: Implementing a Troubleshooting
Methodology
Exercise 1: Implementing a Troubleshooting Methodology
Task 1: Read the help desk Incident Record

Read the help desk Incident Record 801338 in the exercise scenario in the Student Handbook.

Task 2: Determine what questions you might ask the user


Discuss the following questions that you might ask a user as you develop a plan of action for problem
resolution, including:
o Who was operating the computer when the problem first occurred?

o Who else is operating the computer, and have they experienced similar problems?

o Who has worked on this problem, or one like it, previously?


o Who has the same problem on another computer?

o When did this problem first occur, and has it occurred since?

o When was an application last installed, updated, or removed from, the computer?
o When did you last install new hardware on the computer?

o When did you last perform disk-maintenance tasks?

o What does the help desk suspect might be the problem?


o What steps have the help-desk staff taken to attempt resolution?

o What suggestions have the help-desk staff received regarding a possible resolution?

o How does the help-desk staff think that the problem occurred?
o Why does the help-desk staff think that the problem occurred?

Task 3: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbooks exercise
scenario.
2. Discuss your recommendations with other students:

o Attempt a remote connection to the users computer, and, if necessary, visit the users computer.

o Update the video driver, and then apply any other updates.

Task 4: Discuss the plan that you have developed


Discuss with other students the plan that you have developed.

Results: After completing this exercise, you should have developed a plan of action for resolving the
users reported problem.
MCT USE ONLY. STUDENT USE PROHIBITED
L1-2 Implementing a Troubleshooting Methodology

Lab B: Using Troubleshooting Tools


Exercise 1: Using Troubleshooting Tools
Task 1: Launch the Steps Recorder tool
1. Switch to LON-CL1.

2. Click Start, click All apps, click Windows Accessories, and then click Steps Recorder.

3. In Steps Recorder, click Start Record.

4. Minimize Steps Recorder.

Task 2: Examine the device with the Task Manager tool


1. Right-click the taskbar, and then click Task Manager.

2. In Task Manager, click More details.


3. Click the Processes tab, and then examine the background processes. Which is using the most
memory? Hint: Click the Memory column.

4. Click the App history tab, and then determine whether any apps have been using excessive network
resources.

5. Click the Startup tab, and then review which apps are configured to load on startup.

6. Click the Details tab, and then determine which process is using the most CPU resource. Hint: Click
the CPU column.

7. Click the Services tab, and then determine what is the process identifier (PID) of the WSearch service.

8. Close Task Manager.

Task 3: Review event logs


1. On LON-CL1, in Search, type Event, and then click View event logs.

2. In Event Viewer, expand Windows Logs, and then click Application.

3. Right-click Application, and then click Filter Current Log.

4. In the Filter Current Log dialog box, select the Critical and Error check boxes, and then click OK.

5. Examine the listed events.

6. Select and then right-click System, and then click Filter Current Log.
7. In the Filter Current Log dialog box, select the Critical and Error check boxes, and then click OK.

8. Examine the listed events.

9. Expand Applications and Services Logs, expand Microsoft, expand Windows, expand Group
Policy, and then click Operational.

10. Examine the listed events.

11. Close Event Viewer.

Task 4: Examine the reliability history


1. On LON-CL1, in Search, type Rel, and then click View reliability history.

2. Examine the chart for any errors or incidents.

3. Click OK to close Reliability Monitor.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L1-3

Task 5: Examine the file of recorded steps


1. Switch to Steps Recorder, and then click Stop Record.

2. Scroll through the report, and then review the actions that Steps Recorder captured.

3. Click Save.

4. In the Save As dialog box, in the navigation pane, click Desktop.

5. In the File name box, type Audit, and then click Save.

6. Close Steps Recorder.

7. On the desktop, double-click Audit.zip.

8. In Compressed Folder Tools, double-click the single file listed.

9. In the How do you want to open this file? dialog box, click Internet Explorer, and then click OK.

10. In Microsoft Internet Explorer, if prompted, click Use recommended security and compatibility
settings, and then click OK.
11. Review the report.

12. Close all open windows.

Task 6: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.


4. Repeat steps 2 and 3 for 10982B-LON-DC1.

Results: After completing this exercise, you should have performed a successful technical audit on the
users computer.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L2-5

Module 2: Troubleshooting Startup Issues


Lab A: Troubleshooting Startup Issues
Exercise 1: Resolving a Startup Issue (1)
Task 1: Read the help desk Incident Record for incident 802137
Read the help-desk Incident Record 802137 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section in the Incident Record


1. Read the Additional Information section of the Incident Record in the student handbook exercise
scenario.

2. Update the Plan of Action section in the Incident Record with your recommendations:

a. Visit the user, and view the error on his computer.


b. Insert the Windows 10 product DVD, and restart the computer.

c. Use Windows Recovery Environment (Windows RE) to recover the startup environment
automatically.

Task 3: Simulate the issue


1. Switch to LON-CL1.

2. Sign in by using the following credentials:

o User name: Adatum\Administrator


o Password: Pa$$w0rd

3. Run the D:\Labfiles\Mod02\Scenario1.vbs script.

4. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the issue


1. Stop 10982B LON-CL1:

a. In the Hyper-V client window, click Turn Off.

b. If prompted, in the confirmation dialog box, click Turn Off.


2. Start 10982B LON-CL1:

o In the Hyper-V client window, click Start.

3. When prompted to Press any key to boot from CD or DVD, press the spacebar.

4. In the Windows Setup Wizard, click Next.

5. On the Install now page, click Repair your computer.

6. On the Choose an option page, click Troubleshoot.

7. On the Troubleshoot page, click Advanced options.

8. On the Advanced options page, click Command Prompt.

9. At the command prompt, type bootrec /rebuildbcd, and then press Enter.

10. When prompted, type Y, and then press Enter.

11. At the command prompt, type exit, and press Enter.


MCT USE ONLY. STUDENT USE PROHIBITED
L2-6 Troubleshooting Startup Issues

12. On the Choose an option page, click Continue.

13. Sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

14. Update the Resolution section in the Incident Record:

o Corrupted BCD resulted in startup failure.

o Startup Repair failed.

o Used bootrec /rebuildbcd to fix the problem.

Results: After completing this exercise, you should have resolved the startup problem.

Exercise 2: Resolving a Startup Issue (2)


Task 1: Read the help desk Incident Record for incident 802140
Read the help-desk Incident Record 802140 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section in the Incident Record in the student handbook exercise
scenario.

2. Update the Plan of Action section in the Incident Record with your recommendations:

a. Visit the user, and view the error on his computer.

b. Insert the Windows 10 product DVD, and restart the computer.


c. Use Windows RE to recover the startup environment automatically.

Task 3: Simulate the problem


1. Switch to LON-CL1.

2. If necessary, sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Run the D:\Labfiles\Mod02\Scenario2.vbs script.

4. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the issue


1. Stop 10982B LON-CL1:

a. In the Hyper-V client window, click Turn Off.

b. In the confirmation dialog box, click Turn Off.

2. Start 10982B LON-CL1:

o In the Hyper-V client window, click Start.

3. When prompted to Press any key to boot from CD or DVD, press the spacebar.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L2-7

4. In the Windows Setup Wizard, click Next.

5. On the Install now page, click Repair your computer.

6. On the Choose an option page, click Troubleshoot.

7. On the Troubleshoot page, click Advanced options.

8. On the Advanced options page, click System Restore.

9. On the System Restore page, click Windows 10 Enterprise.

10. In the System Restore Wizard, click Next.

11. On the Restore your computer to the state it was in before the selected event page, click Initial
Configuration, and then click Next.

12. On the Confirm your restore point page, click Finish.

13. In the Once started, System Restore cannot be interrupted. Do you want to continue? dialog
box, click Yes. Notice that the system restore process begins.

Note: System Restore can take an extended period of time.

14. When prompted, click Restart.

15. Once your computer restarts, sign in as Adatum\administrator with the password Pa$$w0rd.

16. Update the Resolution section in the Incident Record:


o Corrupted driver issue.

o Used System Restore to roll back to previous configuration.

Task 5: To prepare for the next practice session


When you have finished the lab, revert the virtual machines to their initial state.
1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.


4. Repeat steps 2 and 3 for 10982B-LON-DC1.

Results: After completing this exercise, you should have successfully resolved a startup problem.
MCT USE ONLY. STUDENT USE PROHIBITED
L2-8 Troubleshooting Startup Issues

Lab B: Recovering BitLocker-Encrypted


Drives
Exercise 1: Recovering a BitLocker-Encrypted Drive
Task 1: Read the help desk Incident Record for incident 802151
Read the help-desk Incident Record 802151 in the Student Handbook exercise scenario.

Task 2: Read the Plan of Action section in the Incident Record


1. Read the Additional Information section of the Incident Record. Update it with the recovery key that
you recorded earlier.

2. Read the Plan of Action section of the Incident Record.

Task 3: Verify the problem


Restart LON-CL1 to verify the problem:

a. On LON-CL1, right-click Start, point to Shut down or sign out, and then click Restart.
b. During the restart sequence, when the BitLocker Drive Encryption screen displays, in the Enter
the password to unlock this drive text box, type wrong password, and then press Enter.
Notice that you cannot access the computer with the password the user has provided.

Task 4: Attempt to resolve the problem


1. On LON-CL1, on the BitLocker screen, press the ESC key.

2. On the BitLocker recovery page, in the Enter the recovery key for this drive text box, type the
recovery key you recorded earlier, and then press Enter.

Note: You do not need to type the hyphens in the recovery key, because the Windows
operating system adds them automatically.

3. Update the Resolution section in the Incident Record:


o Entered the recovery key, and was able to start Windows normally.

Results: After completing this exercise, you should have recovered a BitLocker-encrypted drive and
enabled the computer to start up.

Exercise 2: Creating a New BitLocker Password


Task 1: Create a new BitLocker password
1. Sign in to LON-CL1 as Adatum\Administrator with the password Pa$$w0rd.

2. On the taskbar, click File Explorer.

3. In the navigation pane, click This PC.

4. Right-click Local Disk (C:), and then click Manage BitLocker.

5. In BitLocker Drive Encryption, click Change password.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L2-9

6. In the BitLocker Drive Encryption (C:) dialog box, click Reset a forgotten password.

7. On the Create a password to unlock this drive page, in the Enter your password and Reenter
your password boxes, type Pa$$w0rd2, and then click Finish.

8. In the Your password has been changed dialog box, click OK.

9. On LON-CL1, right-click Start, point to Shut down or sign out, and then click Restart.

10. During the restart sequence, when the BitLocker screen displays, in the Enter the password to
unlock this drive box, type Pa$$w0rd2, and then press Enter. Notice that Windows starts normally.
Do not sign in.

Task 2: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.
3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1.

Results: After you have completed this exercise, you should have created a new BitLocker password.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L3-11

Module 3: Troubleshooting Hardware and Device Drivers


Lab A: Troubleshooting Device Driver Issues
Exercise 1: Troubleshooting a Missing Device Driver
Task 1: Read the help-desk Incident Record for incident 711010
Read the help-desk Incident Record 711010 in the Student Handbooks exercise scenario.

Task 2: Verify that the device driver is not available


1. On LON-CL1, right-click Start, and then select Device Manager.

2. In Device Manager, expand Mice and other pointing devices, right-click Microsoft PS/2 Mouse,
and then click Update Driver Software.

3. In the Update Driver Software Microsoft PS/2 Mouse dialog box, click Browse my computer
for driver software.

4. On the Browse for driver software on your computer page, click Let me pick from a list of
device drivers on my computer.
5. On the Select the device driver you want to install for this hardware page, clear the Show
compatible hardware check box. In the Manufacturer section, verify that Microsoft is selected, and
in the Model section, verify that Microsoft Arc Mouse (IntelliPoint) is not available, and then click
Cancel.

6. On the taskbar, click File Explorer.

7. In File Explorer, in the navigation pane, click This PC, expand Local Disk (C:), expand Windows,
expand System32, expand DriverStore, and then click FileRepository.

8. In the details pane, click the Date modified column, and then verify that the top folder in the list was
created most recently.

Task 3: Add a device driver to the driver store


1. On LON-CL1, right-click the Start icon, and then click Command Prompt (Admin).

2. At the command prompt, type following commands, and then press Enter:

D:
cd D:\Labfiles\mod03\point64
dir

Review the list of files that the driver package includes.

3. Add a device package to the driver store by typing the following command at a command prompt,
and then pressing Enter:

pnputil a point64.inf

4. In File Explorer, in the address bar, click FileRepository to refresh the view. In the details pane,
confirm that the top folder was created when you installed the driver package and that its name
starts with point64, as was the name of the .inf file.

5. In Device Manager, right-click Microsoft PS/2 Mouse, and then click Update Driver Software.

6. In the Update Driver Software Microsoft PS/2 Mouse dialog box, click Browse my computer
for driver software.
MCT USE ONLY. STUDENT USE PROHIBITED
L3-12 Troubleshooting Hardware and Device Drivers

7. On the Browse for driver software on your computer page, click Let me pick from a list of
device drivers on my computer.

8. On the Select the device driver you want to install for this hardware page, clear the Show
compatible hardware check box. In the Manufacturer section, verify that Microsoft is selected, and
in the Model section, verify that Microsoft Arc Mouse (IntelliPoint) now is available, and then click
Cancel.

9. Close Device Manager, File Explorer, and the command prompt.

10. Update the Resolution section of the incident record.

Results: After performing this exercise, you will have added a printer driver package to the driver store.

Exercise 2: Resolving Hardware Problems


Task 1: Read the help-desk Incident Record for incident 711016
Read the help-desk Incident Record 711016 in the Student Handbooks exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook.

2. Update the Plan of Action section of the Incident Record with your recommendations:

o Visit the users computer and attempt to resolve the problem by trying a driver rollback, if
necessary, in Safe Mode.

o If that does not work, attempt a System Restore.

Task 3: Simulate the problem


1. On LON-CL1, on the taskbar, click File Explorer.

2. In File Explorer, in navigation pane, expand This PC, expand Allfiles (D:), expand Labfiles, and then
click Mod03.

3. In the details pane, double-click the Scenario1.vbs file, and then wait while LON-CL1 restarts.

Task 4: Attempt to resolve the problem


1. On LON-CL1, sign in as Adatum\Administrator with the password Pa$$w0rd.

2. On the taskbar, click File Explorer, and then verify that File Explorer does not open.

3. Click Start, and then verify that the Start menu does not open.

4. Try to open Device Manager. You will find that this is very challenging when the mouse is not
working.

5. Try to use the Advanced startup options to restart the computer into Safe Mode. You will find that
this is very challenging, as well, when the mouse is not working.

Note: The computer mouse does not work. Without a working mouse, you cannot go
to Device Manager to try to roll back the driver or use Safe Mode. System Restore is the
only tool available to resolve this driver issue.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L3-13

6. In the 10982B-LON-CL1 window, click Media, point to DVD Drive, select Insert Disk, navigate to the
C:\Program Files\Microsoft Learning\10982\Drives folder, select Win10Ent_EVAL.ISO, and then
select Open. On the Action menu, select Reset, and then click Reset. When the message Press any
key to boot from CD or DVD appears, press the spacebar.

7. On the Windows Setup page, click Next, and then click Repair your computer.

8. On the Choose an option page, click Troubleshoot.

9. On the Troubleshoot page, click Advanced options.

10. On the Advanced options page, click System Restore.

11. On the System Restore page, click Windows 10.

12. On the Restore system files and settings page, click Next.

13. On the Restore your computer to the state it was in before the selected event page, select
Initial Configuration, and then click Next.

14. On the Confirm your restore point page, click Finish.

15. In the Once started, System Restore cannot be interrupted. Do you want to continue? dialog
box, click Yes. The System Restore process begins.

Note: System Restore takes some time to apply the restore point.

16. When prompted, click Restart.

17. After LON-CL1 restarts, sign in as Adatum\Administrator with the password Pa$$w0rd.

18. In the System Restore dialog box, click Close.

19. On the taskbar, click File Explorer, and then verify that File Explorer opens. The mouse is now
functional. Close File Explorer.

Resolution
1. Option to roll back the mouse driver was not available because the mouse was not functional.

2. Option to access Safe Mode was not available because the mouse was not functional.

3. When the computer is restarted into the Windows Recovery Environment (Windows RE), you were
able to access System Restore to recover the computer. This solved the issue of the nonfunctioning
mouse.

Results: After you complete the exercise, you will have resolved the issue with a nonfunctional mouse.
MCT USE ONLY. STUDENT USE PROHIBITED
L3-14 Troubleshooting Hardware and Device Drivers

Exercise 3: Resolving Device Driver Problem


Task 1: Read the help-desk Incident Record for incident 711012
Read the help-desk Incident Record 711012 in the Student Handbooks exercise scenario.

Task 2: Configure picture password as a sign-in option


1. On LON-CL1, click Start, and then click Settings.

2. In the Settings dialog box, click Accounts, click Sign-in options, and then in the Picture password
section, click Add. In the Windows Security dialog box, enter Pa$$w0rd as Password, and then
click OK.

3. In the Welcome to picture password window, click Choose picture, select Tiger.jpg, click Open, and
then click Use this picture.

4. Follow the instructions on the screen, and then draw three gestures on the picture. Remember which
gestures you are using, as you will repeat them later to sign in.

5. Repeat the pattern to confirm, click Finish, and then close the Settings window.

Task 3: Simulate the problem


1. On LON-CL1, on the taskbar, right-click Start, and then select Device Manager.

2. In Device Manager, expand Keyboards, right-click Standard PS/2 Keyboard, and then click
Properties.

3. In the Standard PS/2 Keyboard Properties dialog box, select the Driver tab, and then confirm that
the Roll Back Driver button is not available. Click Update Driver.
4. In the Update Driver Software Standard PS/2 Keyboard dialog box, click Browse my computer
for driver software.

5. On the Browse for driver software on your computer page, click Let me pick from a list of
device drivers on my computer.

6. On the Select the device driver you want to install for this hardware page, clear the Show
compatible hardware check box. In the Manufacturer section, select Microsoft, and in the Model
section, select Microsoft USB Internet Keyboard, and then click Next. In the Update Driver
Warning box, click Yes, and then click Close twice.

7. In the System Settings Change dialog box, click Yes, and then wait until the computer restarts.

Task 4: Attempt to resolve the problem


1. Sign in to LON-CL1 as Adatum\Administrator by repeating the three gestures that you defined for
the picture password in the previous task.

2. On the taskbar, in the Search the web and Windows text box, type notepad, and then press Enter.

Note: If the keyboard is not working, you should skip steps 2, 3, and 7.

3. In Notepad, type your name to confirm that the keyboard is working.


4. Right-click Start, and then click Device Manager.

5. In Device Manager, right-click Microsoft Hyper-V Virtual Keyboard, click Disable, and then
click Yes.

6. Right-click Microsoft USB Internet Keyboard, click Properties, and then read the device status.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L3-15

7. In Notepad, try to type your name again. As neither keyboard is operational, you cannot use a
keyboard on LON-CL1.

8. In the Microsoft USB Internet Keyboard Properties dialog box, select the Driver tab. Confirm that
Roll Back Driver is available, click Roll Back Driver, and then click Yes.

9. Confirm that the Roll Back Driver option no longer is available, as the driver rollback can go back by
only one version, and then click Close.

10. In Notepad, type your name to confirm that the keyboard is working again, close Notepad, and then
click Dont Save.

11. In Device Manager, right-click Microsoft Hyper-V Virtual Keyboard, click Enable, and then close
Device Manager.

12. Update the Resolution section of the Incident Record.

Exercise 4: Configuring Group Policy Settings to Control Device Installation


Task 1: Read the email from Ed Meadows
1. Read the email in the Supporting Documentation section.
2. Determine a plan of action.

3. Answer the questions in the Group Policy Object (GPO) planning document:

a. How many GPOs do you envision using?


Answers will vary, but you could use two. The Default Domain Policy could support the all users
restriction requirements and the administrators nonrestriction requirements. A new GPO could
support the Research Department requirements.
b. To which Active Directory Domain Services (AD DS) objects will you link these GPOs?

The Default Domain Policy is linked to the Adatum.com domain. You could link the new GPO to
the Research Department organization unit (OU).

c. How do you plan to configure the restriction for all users?

Configure the Default Domain Policy to enable printer installation by using the Allow non-
administrators to install drivers for the setting for device setup classes setting.
d. How will you accommodate the requirement to support the Research Departments needs?

Either install the drivers into the driver store on each Research Department computer, or
configure the Research GPO with permissions to install drivers of the globally unique identifier
(GUID) of the specified setup class for the mouse, printer, and keyboard. Use the Allow
installation of devices using drivers that match these device setup classes setting.

e. How will you accommodate the administrators requirement?

Configure the Allow administrators to override Device Installation Restrictions policies


setting in the Default Domain Policy.
MCT USE ONLY. STUDENT USE PROHIBITED
L3-16 Troubleshooting Hardware and Device Drivers

Task 2: To prepare for the next lab


When you have finished the lab, revert all virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-DC1, and then click Revert.

3. In the Revert Virtual Machines dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-CL1.

Results: After you have completed this exercise, you should know how to configure Group Policy Objects
(GPOs) to control device installation.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L3-17

Lab B: Troubleshooting Hardware Issues


Exercise 1: Diagnosing Memory and Troubleshooting Failed Disk
Redundancy
Task 1: Diagnose memory
1. On LON-CL1, on the taskbar, in the Search the web and Windows text box, type memory, and then
select Diagnose your computer's memory problems.

2. In Windows Memory Diagnostic, click Restart now and check for problems (recommended).

3. After the computer restarts, in the Windows Memory Diagnostics Tool, press F1.

4. Verify that the Standard Test Mix is selected, and then select Basic by pressing the Up Arrow key.

5. Press the Tab key twice, and in Pass Count (0-15) filed, enter 1, and then press F10. Wait until the
memory test finishes and the computer restarts.
6. Sign in to LON-CL1 as Adatum\Administrator with the password Pa$$w0rd.

7. Right-click Start, and then select Event Viewer.

8. In the Event Viewer, in the navigation pane, expand Windows Logs, and then select System. Right-
click System, and then select Filter Current Log.

9. In the Filter Current Log dialog box, in the Event sources drop-down list box, select the three
sources that start with MemoryDiagnostics, click outside the drop-down list box, and then click OK.
10. In the Event Viewer, in the details pane, double-click the event with Event ID 1001.

11. In the Event Properties Event 1001, MemoryDiagnostics Schedule dialog box, verify that this
event says that the memory testing was scheduled to run immediately. Click the Up Arrow on the
right in the dialog box.

12. In the Event Properties Event 1101, MemoryDiagnostics Results dialog box, verify that this
event says that Windows Memory Diagnostics tested the computers memory and detected no error.
Close the dialog box.

13. In the Event Viewer, in the navigation pane, expand Applications and Services Logs, expand
Microsoft, expand Windows, expand MemoryDiagnostics-Results, and then click Debug.

14. In the details pane, double-click the event. If Windows Memory Diagnostic found any issues, this
event would describe them. Close the Event Properties dialog box, and then close Event Viewer.

Task 2: Troubleshoot mirrored volumes


1. On LON-CL1, right-click Start, and then select Disk Management.

2. In Disk Management, verify that Disk 2 and Disk 3 are Basic. Right-click the unallocated space on
Disk 2, and then select New Mirrored Volume.

3. On the Welcome to the New Mirrored Volume Wizard page, click Next.
4. On the Select Disks page, in the Available section, select Disk 3, click Add, and then click Next
twice.

5. On the Format Volume page, in the Volume Label text box, type Mirror, select the Perform a
quick format check box, click Next, click Finish, and then click Yes. After a few seconds, File Explorer
opens.

6. In Disk Management, verify that Disk 2 and Disk 3 now are Dynamic. Additionally, verify that both
disks are part of a mirrored volume with drive E in its name.
MCT USE ONLY. STUDENT USE PROHIBITED
L3-18 Troubleshooting Hardware and Device Drivers

7. In File Explorer, in the navigation pane, verify that Mirror (E:) is selected. Right-click in the details
pane, select New, select Text Document, type Report, and then press Enter.

8. Double-click Report.txt, type This is a report, close Notepad, and then click Save.

9. Simulate a hard disk failure. In the 10982B-LON-CL1 window, click File, and then select Settings. In
the Hardware pane, select the second Hard Drive below the SCSI Controller with a name that starts
with Disk2, and in the details pane, click Remove, click OK, and then click Continue.

10. In Disk Management, verify that Disk 3 is Missing and that Mirror (E:) has a Failed Redundancy
status. This happens if one disk in a mirrored volume fails.

11. In File Explorer, in the details pane, double-click Report.txt to verify that you can access files on the
mirrored volume even if one disk fails. Close Notepad.

12. Simulate that you replace a failed disk with a new one. In the 10982B-LON-CL1 window, click File,
and then select Settings. In the Hardware pane, select SCSI Controller, and in the details pane, click
Hard Drive, click Add, click Browse, navigate to the C:\Program Files\Microsoft Learning
\10982\Drives\10982B-LON-CL1\Virtual Hard Disks folder, select Disk3.vhd, click Open, and then
click OK.

13. In Disk Management, right-click Disk 3, select Initialize Disk, and then click OK.

14. On Missing disk, right-click Mirror (E:), and then select Remove Mirror. Verify that in the Disks
section, Missing is selected, click Remove Mirror, and then click Yes.

15. Verify that Disk 2 now is a Simple Volume and its status is Healthy.

16. Right-click Mirror (E:) on Disk 2, select Add Mirror, select Disk 3, click Add Mirror, and then
click Yes.

17. Verify that Disk 3 changed to Dynamic, that Mirror (E:) mirrored volume was created automatically
on Disk 3, and that the volume status is Resynching. During the resynching process, all content of
Disk 2 is synchronized to a new disk in the mirrored volume.

18. In File Explorer, double-click Report.txt to verify that the contents of the mirrored volume are
available, and then close Notepad.

Results: After finishing this exercise, you should know how to troubleshoot memory issues, how to
diagnose failed disks, and how to reestablish redundant storage.

Exercise 2: Accessing a Volume From a Failed Computer


Task 1: Read the help-desk Incident Record for incident 711028
Read the help-desk Incident Record 711028 in the Student Handbooks exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook.

2. Update the Plan of Action section of the Incident Record with your recommendations:

o Visit the users computer and attempt to resolve the problem by using Device Manager.

o Use Disk Management to try to restore access to the volume.

o After you restore access, view the data on the volume.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L3-19

Task 3: Simulate the problem


1. On LON-CL1, right-click Start, and then select Disk Management. In Disk Management, verify which
disks are connected to the computer.

2. On the taskbar, click File Explorer. In File Explorer, verify which volumes are available on LON-CL1.

3. Right-click Start, and then select Device Manager.

4. In Device Manager, expand Disk Drives, and then verify the number of virtual disks that are
connected currently.

5. In the 10982B-LON-CL1 window, click File, and then select Settings. In the Hardware pane, select
SCSI Controller, and in the details pane, click Hard Drive, click Add, and then click Browse.
Navigate to the C:\Program Files\Microsoft Learning\10982\Drives\10982B-LON-CL1
\Virtual Hard Disks folder, select MovedDisk1.vhd, click Open, and then click OK.

6. In Device Manager, verify that an additional Microsoft Virtual Disk is added under the Disk Drives
node.

7. In File Explorer, verify that no additional volume has been added.

8. In Disk Management, verify that two disks are added, and that Disk 4 is shown as Dynamic and
Foreign, and that the last disk is shown as Missing and Dynamic.

Task 4: Attempt to resolve the problem


1. On LON-CL1, in Disk Management, right-click Disk 4, and then select Import Foreign Disks.

2. In the Import Foreign Disks dialog box, verify that the Foreign disk group (1 of 1 disks) is
selected, click OK twice, and then click Yes.

3. Verify that Disk 4 now is Dynamic and Online, but its status is Failed. This is because you did not
connect all disks that were part of a Spanned Volume to LON-CL1.
4. In File Explorer, verify that no additional volume is available on LON-CL1.

5. Connect a second disk drive that the user provided to LON-CL1. In the 10982B-LON-CL1 window,
click File, and then select Settings. In the Hardware pane, select SCSI Controller, and in the details
pane, click Hard Drive, click Add, click Browse, and then navigate to the C:\Program Files
\Microsoft Learning\10982\Drives\10982B-LON-CL1\Virtual Hard Disks folder. Select
MovedDisk2.vhd, click Open, and then click OK.
6. In Disk Management, verify that Disk 5 is added, and is shown as Dynamic and Foreign.

7. Right-click Disk 5, and then select Import Foreign Disks.

8. In the Import Foreign Disks dialog box, verify that Foreign disk group (1 of 1 disks) is selected,
click OK twice, and then click Yes.

9. In File Explorer, verify that the additional volume is available on LON-CL1. In the navigation pane,
select Data (F:).
10. In the details pane, double-click Congratulations.txt to verify that you can access data on the
imported volume. You can access the data because you imported all disks that were part of Spanned
Volume.
MCT USE ONLY. STUDENT USE PROHIBITED
L3-20 Troubleshooting Hardware and Device Drivers

Resolution
1. You were not able to access data on the first disk because it was part of Spanned Volume and not all
disks were imported.

2. After you imported all disks that were part of Spanned Volume, you were able to access the data.

3. Document how to import Spanned Volume that was created on the old computer, and then send
the resolution to the user.

Task 5: To prepare for the next practice


When you have finished the lab, revert all virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-DC1, and then click Revert.

3. In the Revert Virtual Machines dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-CL1.

Results: After you complete the exercise, you should have recovered access to data on a foreign volume
that was created on a users computer.
MCT USE ONLY. STUDENT USE PROHIBITED
L4-21

Module 4: Troubleshooting Remote Computers


Lab A: Troubleshooting Remote Computers
Through Remote Desktop and Remote
Assistance
Exercise 1: Using Remote Desktop
Task 1: Configure Windows Firewall and Remote Desktop settings
1. On LON-CL1, right-click Start, and then click Control Panel.

2. In Control Panel, click System and Security.

3. Under Windows Firewall, click Allow an app through Windows Firewall.

4. In the Name list, locate Remote Desktop. Select the Domain, Private, and Public check boxes, and
then click OK.
5. In System, click Allow remote access.

6. In System Properties, under Remote Desktop, click Allow remote connections to this computer.

7. Click Select Users, and then click Add.

8. In the Select Users or Groups dialog box, in the Enter the object names to select (examples) text
box, type Adam, click Check Names, and then click OK.

9. In the Remote Desktop Users dialog box, click OK.


10. In the System Properties dialog box, click OK.

11. Close all open windows.

12. Switch to LON-CL3.


13. If necessary, sign in as Adatum\Administrator with the password Pa$$w0rd.

14. Click to the Start screen, type mstsc, and then click Remote Desktop Connection.

15. In the Remote Desktop Connection dialog box, in the Computer text box, type LON-CL1, and then
click Show Options.

16. Click the Advanced tab.

17. Under Server authentication, in the If server authentication fails list, click Connect and dont
warn me.

Task 2: Establish a remote desktop connection


1. In the Remote Desktop Connection dialog box, click Connect.

2. In the Windows Security dialog box, click Use another account.

3. In the User name text box, type Adatum\Adam. In the Password text box, type Pa$$w0rd, and
then click OK.

4. When prompted, click Yes to proceed with the sign in.

5. Switch back to LON-CL1.

6. At the Remote Desktop Connection prompt, click OK.


MCT USE ONLY. STUDENT USE PROHIBITED
L4-22 Troubleshooting Remote Computers

7. Switch back to LON-CL3.

8. Right-click Start, and then click System.

9. Notice the computer name.

10. Right-click Start, and then click Computer Management.

11. Expand the Event Viewer\Custom Views node, and then click Administrative Events.

12. In the Query Error dialog box, click OK.

13. Review the listed events.

14. Close the Remote Desktop session.

15. In the Remote Desktop Connection dialog box, click OK.

16. Close all open windows.

17. Switch back to LON-CL1.


18. Verify that you have been signed out.

Results: After completing this exercise, you should have successfully used Remote Desktop to manage a
remote computer.

Exercise 2: Using Remote Assistance


Task 1: Create a text file
1. Sign in to LON-CL1 as Adatum\Adam using the password Pa$$w0rd.
2. Right-click on the desktop, click New, and then click Text Document.

3. Name the document Adam-Document.

4. Double-click Adam-Document to open the document.


5. In the Adam-Document window, type This is my document.

6. Click File, and then click Save.

7. Click File, and then click Exit.

Task 2: Enable and then request Remote Assistance


1. Right-click Start, click System, and then click Remote Settings.

2. If prompted, in the User Account Control dialog box, in the User name text box, type
administrator.
3. In the Password text box, type Pa$$w0rd, and then click Yes.

4. Verify that the Allow Remote Assistance connections to this computer check box is selected, and
then click OK.

5. Close the System window.

6. In the Search box, type msra.exe, and then press Enter.

7. In the Windows Remote Assistance Wizard, click Invite someone you trust to help you.
8. On the How do you want to invite your trusted helper page, click Save this invitation as a file.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L4-23

9. On the Save as page, in the File name field, type \\LON-dc1\Apps\Adams-Invite, and then click
Save.

10. Write down the password that displays.

Task 3: Provide remote assistance


1. Switch to LON-CL3.

2. On the taskbar, click the File Explorer icon.

3. In File Explorer, browse to \\LON-DC1\Apps, and then double-click Adams-Invite.msrcincident.

4. In the Remote Assistance dialog box, in the Enter password text box, type the password that you
wrote down in the previous task, and then click OK.

5. Switch to LON-CL1.

6. In the Windows Remote Assistance dialog box, click Yes.

7. Switch back to LON-CL3.


8. On the menu, click Request control.

9. Switch back to LON-CL1.

10. In the Windows Remote Assistance dialog box, click Yes.


11. Switch back to LON-CL3.

12. On the desktop, right-click on the Adam-Document text file, and then click Properties.

13. Click Advanced, click Encrypt contents to secure data, and then click OK twice.

14. On the Encryption Warning page, click Encrypt the file only, and then click OK.

15. In the Windows Remote Assistance Helping Adam menu, click Chat.

16. In the Chat window, type Does that help?, and then press Enter.

17. Switch back to LON-CL1.

18. Read the message, type Yes, thanks, and then press Enter.

19. In the menu, click Stop sharing.

20. Close all open windows.

21. Discard the file changes, and then sign out of LON-CL1.

22. Switch to LON-CL3.

23. Close all open windows, and then sign out from LON-CL3.

Task 4: To prepare for the next lab


Keep the virtual machines running for the next lab.

Results: After completing this exercise, you should have used Remote Assistance to manage a remote
computer.
MCT USE ONLY. STUDENT USE PROHIBITED
L4-24 Troubleshooting Remote Computers

Lab B: Troubleshooting a Remote Computer


by Using Windows PowerShell
Exercise 1: Using Windows PowerShell Remoting
Task 1: Enable Windows PowerShell remoting
1. Switch to LON-CL1.

2. Sign in as Adatum\Administrator with the password Pa$$w0rd.

3. On the desktop, right-click on the taskbar, and then click Properties.

4. In the Taskbar and Start Menu Properties dialog box, on the Navigation tab, enable the Replace
Command Prompt with Windows PowerShell in the menu when I right-click the lower-left
corner or press Windows key+X check box, and then click OK.
5. Right-click Start, and then click Windows PowerShell (Admin).

6. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Winrm quickconfig

7. When prompted, press Y, and then press Enter.


8. Press Y, and then press Enter again.

9. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Enable-PSRemoting -Force

10. Switch to LON-CL3.


11. Repeat steps 2 through 9.

Task 2: Use Windows PowerShell remoting from LON-DC1


1. Switch to LON-DC1.

2. On the desktop, on the taskbar, click the Windows PowerShell icon.

3. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Invoke-Command ComputerName LON-CL1 ScriptBlock {Get-EventLog log system}

4. If you get an error, restart LON-DC1, restart LON-CL1, and then perform steps 2 and 3 again.

5. At the Windows PowerShell command prompt, type the following command, and then press Enter:

$s = New-PSWorkflowSession ComputerName LON-CL1

6. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Enter-PSSession $s

7. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Get-Command
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L4-25

8. At the Windows PowerShell command prompt, type the following command, and then press Enter:

exit

9. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Invoke-Command -Session $s -ScriptBlock {$c = Get-command}

10. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Invoke-Command -Session $s -ScriptBlock {$c.count}

11. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Invoke-Command -ComputerName LON-CL1, LON-CL3 -ScriptBlock {Get-Culture}

12. At the Windows PowerShell command prompt, type the following command, and then press Enter:

$s = New-PSWorkflowSession -ComputerName LON-CL1,LON-CL3

13. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Invoke-Command -Session $s -ScriptBlock {$c = Get-command}

14. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Invoke-Command -Session $s -ScriptBlock {$c.count}

Task 3: Use Windows PowerShell remoting from Windows PowerShell ISE


1. On LON-DC1, on the taskbar, right-click the Windows PowerShell icon, and then click Run ISE as
Administrator.

2. In the Administrator: Windows PowerShell ISE window, click File, and then click New Remote
PowerShell Tab.
3. In the New Remote PowerShell Tab window, enter LON-CL1 after Computer, and click Connect.

4. In the LON-CL1 window, type the following command, and then press Enter:

Get-Service | Where-Object {$_.Status eq Running}

5. In the LON-CL1 window, type the following command, and then press Enter:

Get-NetIPConfiguration

6. In the LON-CL1 window, type the following command, and then press Enter:

Restart-Computer -Force

7. Verify that LON-CL1 has restarted.


MCT USE ONLY. STUDENT USE PROHIBITED
L4-26 Troubleshooting Remote Computers

Task 4: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1 and 10982B-LON-CL3.

Results: After completing this exercise, you should have successfully established a remoting session and
performed remote management of LON-DC1 with Windows PowerShell cmdlets.
MCT USE ONLY. STUDENT USE PROHIBITED
L5-27

Module 5: Resolving Issues with Network Connectivity


Lab: Resolving Network Connectivity Issues
Exercise 1: Resolving a Network Problem (1)
Task 1: Read the help-desk Incident Record for incident 823012
Read the help-desk Incident Record 823012 in the Student Handbook Exercise Scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbook Exercise
Scenario.

2. Discuss your recommendations with other students:

a. Visit the users computer.


b. Verify the problem by attempting to connect to the specific resource.

c. Attempt to connect to the same resource from other computers in the Research department.

d. Verify the network configuration on Colins client computer.


3. The fact that other users are affected suggests a server-side problem.

Task 3: Simulate the problem


1. Switch to LON-CL1.

2. Sign in by using the following credentials:


o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Run the D:\Labfiles\Mod05\Scenario1.vbs script.


4. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the problem


1. Switch to LON-CL1, and then sign in as Adatum\administrator with the password Pa$$w0rd.

2. Right-click Start, and then click Command Prompt (Admin).


3. Type PowerShell, and then press Enter.

4. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Get-NetIPAddress

Note: Notice that the IPv4 address has the prefix 169.254.

5. At the Windows PowerShell command prompt, type the following command, and then press Enter:

ipconfig /renew

Note: Notice that this is unsuccessful.


MCT USE ONLY. STUDENT USE PROHIBITED
L5-28 Resolving Issues with Network Connectivity

6. Switch to LON-DC1.

7. In Server Manager, click Tools, and then click DHCP. Notice that the server is not available.

8. Close DHCP.

9. Click Start.

10. Type services.msc, and then press Enter.

11. In the Services list, right-click DHCP Server, and then click Start.

12. In Server Manager, click Tools, and then click DHCP. The server is available.

13. Switch to LON-CL1.

14. At the Windows PowerShell command prompt, type ipconfig /renew, and then press Enter.

Note: This is successful.

15. Click File Explorer.

16. In the File Explorer address bar, type \\LON-DC1\Research, and then press Enter.

17. Close File Explorer.

18. Update the Resolution section of the Incident Record with the following comments:

a. The client was unable to contact the dynamic host configuration protocol (DHCP) server to
obtain an IP configuration.
19. Restarted the DHCP service, and then renewed the IP configuration on the client.

Results: After completing this exercise, you should have resolved the network-related problem.

Exercise 2: Resolving a Network Problem (2)


Task 1: Read the help-desk Incident Record for incident 823101
Read the help-desk Incident Record 823101 in the Student Handbook Exercise Scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbook Exercise
Scenario.

2. Discuss your recommendations with other students:

a. Visit the users computer.

b. Verify the problem by attempting to connect to the network resources.

c. Verify the network configuration on the client computer.

d. Test name resolution on the client computer.


3. The fact that Colin is the only affected user suggests a client-side problem.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L5-29

Task 3: Simulate the problem


1. Switch to LON-CL1.

2. Sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Run the D:\Labfiles\Mod05\Scenario2.vbs script.

4. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the problem


1. Switch to LON-CL1, and then sign in as Adatum\administrator with the password Pa$$w0rd.

2. Right-click Start, and then click Command Prompt (Admin).

3. Type PowerShell, and then press Enter.

4. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Get-DnsClientCache

Note: Notice that the records are returned.

5. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Clear-DnsClientCache

6. At the command prompt, type the following command, and then press Enter:

test-connection lon-dc1

Note: Notice that this is unsuccessful.

7. At the command prompt, type the following command, and then press Enter:

Get-DnsClientCache | fl

Note: Notice that the wrong IP address is returned for LON-DC1.

8. At the Windows PowerShell command prompt, type the following command, and then press Enter:

nslookup LON-DC1

Note: Notice that the request times out, and that the address record returned is incorrect.

9. At the Windows PowerShell command prompt, type the following command, and then press Enter:

notepad C:\windows\system32\drivers\etc\hosts
MCT USE ONLY. STUDENT USE PROHIBITED
L5-30 Resolving Issues with Network Connectivity

10. Scroll to the end of the file, delete 172.16.0.1 lon-dc1, and then press Enter.

11. Click File, and then click Save.

12. Close Notepad.

13. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Clear-DnsClientCache

14. At the Windows PowerShell command prompt, type the following command, and then press Enter:

test-connection lon-dc1

15. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Get-DnsClientCache | fl

You now can see the correct record for LON-DC1 in the cache.

16. At the Windows PowerShell command prompt, type the following command, and then press Enter:

Resolve-Dnsname LON-DC1 | fl

Note: This is successful.

17. Click File Explorer.

18. In the File Explorer address bar, type the following, and then press Enter:

\\LON-DC1\Research

19. The folder opens.

Note: You might be prompted to sign in. If so, sign in as Adatum\administrator with the
password Pa$$w0rd.

20. Close File Explorer.

21. Click Start, click All Apps and then under Windows Accessories, click Internet Explorer.
22. In the Windows Internet Explorer Address bar, type http://lon-dc1, and then press Enter

Note: This connection attempt now is successful.

23. Update the Resolution section of the Incident Record with the following comments:

a. The client had an incorrect entry in the hosts file. Since this entry is used to populate the DNS
resolver cache, the client could not resolve the host name LON-DC1.
24. Removed the entry, and the client was able to connect to resources.

Results: After completing this exercise, you will have resolved the network-related problem.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L5-31

Exercise 3: Troubleshooting a Wireless Network


Task 1: Read the help-desk Incident Record for incident 823123
Read the help-desk Incident Record 823123 in the Student Handbook Exercise Scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbook Exercise
Scenario.

2. Discuss your recommendations with other students:

o How will you verify that these problems are occurring?

Attend the Cambridge location to attempt to reproduce the problem.

o What do you suspect is causing these problems?

Answers will vary, but might include:

o Interference from electronic devices can cause connection failures.


o Clients might fail to connect because their computers are not configured with the appropriate
wireless settings.

o Some wireless access points might be in the wrong place, enabling connections from the
parking lot.

o How will you resolve these issues?

i. Examine the location for sources of interference and where possible, move the wireless
access points from these areas.

ii. Suggest implementing Group Policy Objects (GPOs) to configure appropriate wireless
settings.
3. Consider moving the wireless access points. In addition, consider the selected wireless channel,
antennas, use of wireless repeaters, and updating drivers and/or firmware. Also, ensure that they are
using certificate-based authentication and a high level of encryption to help increase security.

Task 3: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1.

Results: After completing this exercise, you should have developed a plan for the successful resolution of
these incidents.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L6-33

Module 6: Troubleshooting Group Policy


Lab A: Troubleshooting Issues with Group
Policy Application
Exercise 1: Resolving Group Policy Application (1)
Task 1: Read the help-desk Incident Record for incident 743219
Read the help-desk Incident Record 743219 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section


1. Read the Additional Information section of the Incident Record in the Student Handbooks exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations.

Task 3: Attempt to resolve the problem


1. On LON-CL3, verify that the desktop shortcut for the Research application is not present.

2. Switch to the LON-DC1 computer.

3. In Server Manager, click Tools, and then click Active Directory Users and Computers.

4. In Active Directory Users and Computers, expand Adatum.com, and then click Computers.
5. Right-click LON-CL3, and then click Move.

6. In the Move window, expand Research, click Lab, and then click OK.

7. Close Active Directory Users and Computers.


8. Switch to LON-CL3.

9. Right-click Start, point to Shut down or sign out, and then click Restart.

10. On LON-CL3, sign back in by using the following credentials:


o User name: Administrator

o Password: Pa$$w0rd

o Domain: Adatum

11. Right-click Start, and then click Command Prompt.

12. At the command prompt, type the following command, and then press Enter:

gpupdate /force

13. Right-click Start, point to Shut down or sign out, and then click Sign out.

14. On LON-CL3, sign back in by using the following credentials:

o User name: Chris

o Password: Pa$$w0rd
o Domain: Adatum

15. Verify that the desktop shortcut ResearchApp displays.

16. Sign out from LON-CL3.


MCT USE ONLY. STUDENT USE PROHIBITED
L6-34 Troubleshooting Group Policy

17. Update the Resolution section of the Incident Record in the Student Handbook:

o LON-CL3 is located in the Computers container, and will not apply the ResearchLabs GPO.

o Moved LON-CL3 computer account to the Adatum.com/Research/Lab OU, and then restarted the
computer.

Results: After completing this exercise, you will have resolved GPO application issues successfully.

Exercise 2: Resolving Group Policy Application (2)


Task 1: Read the help-desk Incident Record for incident 746211
Read the help-desk Incident Record 746211 in the Student Handbooks exercise scenario.

Task 2: Update the Plan of Action section


1. Read the Additional Information section of the Incident Record in the Student Handbooks exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations:
a. Visit the users computer and attempt to determine why Windows is not applying the new policy.

b. Run the gpupdate command to view the error.

Task 3: Simulate the problem


1. Switch to LON-CL1.
2. Run the D:\Labfiles\Mod06\Scenario2.vbs script.

3. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the problem


1. Switch to the LON-CL1 computer.
2. Sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Right-click Start, and then click Command Prompt.

4. At the command prompt, type the following command, and then press Enter:

gpupdate /force

5. Notice that Group Policy fails to update.

6. Close the Command Prompt window.

7. Open File Explorer, right-click This PC, and then click Properties.

8. In the System Properties dialog box, in the Computer name, domain, and workgroup settings
section, click Change settings.

9. In the System Properties dialog box, on the Computer Name tab, click Change.

10. In the Computer Name/Domain Changes dialog box, click Workgroup.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L6-35

11. In the Workgroup text box, type TEMP, and then click OK.

12. To acknowledge the warning, click OK.

13. To clear the welcome message, click OK.

14. To clear the message about restarting, click OK.

15. In the System Properties dialog box, on the Computer Name tab, click Change.

16. In the Computer Name/Domain Changes dialog box, click Domain.

17. In the Domain text box, type Adatum.com, and then click OK.

18. In the Windows Security window, sign in as Administrator with the password Pa$$w0rd.

19. To clear the welcome message, click OK.

20. To clear the message about restarting, click OK.

21. In the System Properties dialog box, click Close, and then click Restart Now.
22. Sign back in by using the following credentials:

o User name: Adatum\Adam

o Password: Pa$$w0rd
23. Verify that you can refresh GPOs:

a. Right-click Start.

b. Click Command Prompt.


c. At the command prompt, type the following command, and then press Enter:

gpupdate /force

24. Update the Resolution section of the Incident Record:

a. Ran GPUpdate, and saw error related to processing for computer account.
b. Group Policy event log indicated that account information could not be retrieved.

c. The System event log had a NETLOGON error indicating that the computer password might be a
problem.
d. Rejoined the domain and the problem is now resolved. The user was signing in with cached
credentials.

Results: After completing this exercise, you will have resolved GPO application issues successfully.
MCT USE ONLY. STUDENT USE PROHIBITED
L6-36 Troubleshooting Group Policy

Exercise 3: Resolving Group Policy Application (3)


Task 1: Read the help-desk Incident Record for incident 741138
Read the help-desk Incident Record 741138 in the Student Handbooks Exercise Scenario.

Task 2: Update the Plan of Action section


1. Read the Additional Information section of the Incident Record in the Student Handbooks Exercise
Scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations.

Task 3: Attempt to resolve the problem


1. On LON-CL1, sign in by using the following credentials:

o User name: Dan

o Password: Pa$$w0rd

o Domain: Adatum

2. Verify that the Desktop folder SALES does not display.


3. Right-click Start, and then click Command Prompt.

4. At the command prompt, type the following command, and then press Enter:

gpupdate /force

5. Verify that the desktop folder SALES still does not display.
6. Switch to the LON-DC1 computer.

7. In Server Manager, click Tools, and then click Group Policy Management.

8. In Group Policy Management, expand Forest:Adatum.com, expand Domains, expand Adatum.com,


and then expand the Sales OU.

9. Click the Sales GPO.

10. In the Group Policy Management Console dialog box, click OK.

11. On the Scope tab, under Security Filtering, click Add.

12. In the Select User, Computer, or Group dialog box, type Authenticated Users, and then click OK.

13. Close the Group Policy Management Console window.

14. Switch to LON-CL1.

15. At the command prompt, type the following command, and then press Enter:

gpupdate /force

16. Verify that the SALES folder now displays on the desktop.

17. Update the Resolution section of the Incident Record in the student handbook:

o Security filtering not configured for Sales GPO.

o Added Authenticated Users to security filtering, and then reapplied Group Policy.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L6-37

Lab B: Resolving Issues with Group Policy


Exercise 1: Resolving Group Policy Application (1)
Task 1: Read the help-desk Incident Record for incident 742812
Read the help-desk Incident Record 742812 in the Student Handbooks exercise scenario.

Task 2: Update the Plan of Action section


1. Read the Additional Information section of the Incident Record in the Student Handbooks exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations.

Task 3: Attempt to resolve the problem


1. On LON-CL1, sign in by using the following credentials:

o User name: Jason


o Password: Pa$$w0rd

o Domain: Adatum

2. Verify that Recycle Bin is on the desktop. Policy should be configured so that the Recycle Bin is not
present on the desktop.

3. Right-click Start, and then click Command Prompt.

4. In the Command Prompt window, at the command prompt, type the following command, and then
press Enter:

gpupdate /force

5. Verify that Recycle Bin displays on the desktop.

6. Switch to the LON-DC1 computer.


7. Open Server Manager, click Tools, and then click Group Policy Management. If there is Group
Policy Management dialog box that indicates loading is occurring, click the Close (X) button. Close
the Group Policy Management Console, and then reopen it from the Tools menu.

8. In Group Policy Management, expand Forest:Adatum.com, expand Domains, expand Adatum.com,


and then click the Managers OU.

9. In the list of Linked Group Policy Objects, click the down arrow so that GPO-B displays above GPO-A.
10. Close the Group Policy Management Console.

11. Switch to LON-CL1.

12. In the Command Prompt window, at the command prompt, type the following command, and then
press Enter:

gpupdate /force

13. Restart LON-CL1.


MCT USE ONLY. STUDENT USE PROHIBITED
L6-38 Troubleshooting Group Policy

14. Sign back in by using the following credentials:

o User name: Jason

o Password: Pa$$w0rd

o Domain: Adatum

15. Verify that the Recycle Bin no longer displays on the desktop. If the Recycle Bin is present, repeat
steps 12, 13, and 14. You may need to repeat these steps up to five times.

16. Update the Resolution section of the Incident Record in the Student Handbook:

o Recycle Bin no longer displays on the desktop.

o Changed GPO application settings so that policies now apply in a different order.

Task 4: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.


2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1 and 10982B-LON-CL3.


MCT USE ONLY. STUDENT USE PROHIBITED
L7-39

Module 7: Troubleshooting User Settings


Lab A: Troubleshooting Sign-In Issues
Exercise 1: Resolving Sign-In Issue 1
Task 1: Read the help-desk Incident Record for incident 823411
Read the help-desk Incident Record 823411 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the incident record


1. Read the incident records Additional Information section in the Student Handbook exercise scenario.

2. Update the incident records Plan of Action section with your recommendations:

a. Visit Alexs computer.

b. Attempt to sign in by using administrative credentials.

c. Sign in as a local administrator, and then attempt resolution.

Task 3: Simulate the issue


1. Switch to LON-CL1.

2. Run the D:\Labfiles\Mod07\Scenario1.vbs script.


3. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the issue


1. Switch to LON-CL1.

2. Attempt to sign in by using the following credentials:


o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Notice that you are unsuccessful.


4. Sign in by using the following credentials:

o User name: LON-CL1\Admin

o Password: Pa$$w0rd
5. Click File Explorer, and in the navigation pane, right-click This PC, and then click Properties.

6. In the System window, in the Computer name, domain, and workgroup settings area, click Change
settings.

7. In the System Properties dialog box, on the Computer Name tab, click Change.

8. In the Computer Name/Domain Changes dialog box, click Workgroup.

9. In the Workgroup box, type TEMP, and then click OK.

10. Click OK to acknowledge the warning.

11. If prompted, in the Windows Security window, sign in as Administrator with the password
Pa$$w0rd.

12. Click OK to clear the welcome message.

13. Click OK to clear the message about restarting.


MCT USE ONLY. STUDENT USE PROHIBITED
L7-40 Troubleshooting User Settings

14. In the System Properties dialog box, on the Computer Name tab, click Change.

15. In the Computer Name/Domain Changes dialog box, click Domain.

16. In the Domain text box, type Adatum.com, and then click OK.

17. In the Windows Security window, sign in as Administrator with the password Pa$$w0rd.

18. Click OK to clear the welcome message.

19. Click OK to clear the message about restarting.

20. In the System Properties dialog box, click Close.

21. Click Restart Now.

22. Sign in using the following credentials:

o User name: Adatum\Alex

o Password: Pa$$w0rd
23. Sign out of LON-CL1.

24. Notice that this time you are able to sign in, and then sign out.

25. Update the Resolution section of the incident record.


a. Signed in as a local administrator.

b. Rejoined the computer to the domain. This reset the computer account password and sign in was
successful.

Results: After you complete this exercise, you should have resolved the sign-in issue.

Exercise 2: Resolving Sign-In Issue 2


Task 1: Read the help-desk Incident Record for incident 823423
Read the help-desk Incident Record 823423 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the incident record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the incident record with your recommendations:

a. Visit the management subnet.

b. Attempt a local sign-in at Mr. Delaneys computer.

c. Sign in by using a local administrators account to attempt resolution.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L7-41

Task 3: Simulate the issue


1. Switch to LON-CL1.

2. Sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Run the D:\Labfiles\Mod07\Scenario2.vbs script.

4. Wait while LON-CL1 restarts.

Task 4: Attempt to resolve the issue


1. Switch to LON-CL1.

2. Attempt to sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Notice that you are unsuccessful.


4. Sign in by using the following credentials:

o User name: LON-CL1\Admin

o Password: Pa$$w0rd
5. Switch to LON-DC1.

6. In Server Manager, click Tools, and then click Services.

7. Double-click DNS Server.


8. Click Start, and then click OK.

9. Switch to LON-CL1.

10. On the desktop, right-click Start, point to Shut down or sign out, and then click Restart.

11. Sign in by using the following credentials:

o User name: Adatum\Aidan

o Password: Pa$$w0rd

12. Sign out of LON-CL1.

13. Notice that you are now able to sign in, and then sign out.

14. Update the Resolution section of the incident record.


a. Signed in as a local administrator.

b. Switched to the domain controller, and then restarted the Domain Name System (DNS) service,
which had stopped.
c. Restarted Mr. Delaneys computer.

d. Tested signing in as Mr. Delaney. This was successful.

e. Lack of DNS service meant no domain controller could be located for sign in.
MCT USE ONLY. STUDENT USE PROHIBITED
L7-42 Troubleshooting User Settings

Task 5: To prepare for the next practice


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1.

Results: After you have completed this exercise, you should have resolved the sign-in issue.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L7-43

Lab B: Troubleshooting the Application of


User Settings
Exercise 1: Resolving a Folder Redirection Issue
Task 1: Read the help-desk Incident Record for incident 823425
Read the help-desk Incident Record 823425 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the incident record


1. Read the Additional Information section of the incident record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the incident record with your recommendations:

a. Visit Boris workstation, and sign in.

b. Check the nature of the issue.


c. Attempt to resolve the Folder Redirection issue:

i. Check shared folders.

ii. Check folder permissions.


iii. Check the GPO configuration.

iv. Check the GPO link and any filters.

Task 3: Simulate the issue


1. Switch to LON-CL1.
2. Run the D:\Labfiles\Mod07\Scenario3b.vbs script. Wait until the script completes.

3. In the Windows Script Host dialog box, click OK.

4. Sign out.
5. Sign in by using the following credentials:

o User name: Adatum\Boris

o Password: Pa$$w0rd

6. On the taskbar, click File Explorer.

7. Double-click Documents.

8. Right-click an area of free space, point to New, click Text Document, and then press Enter.
9. Double-click New Text Document.

10. In Notepad, type This is my file, and then close the file.

11. Click Save when prompted.


12. In the navigation pane, click Quick access.

13. Right-click Documents, and then click Properties. Click the Offline Files tab.

14. Verify that the folder is showing as offline and not synced.

15. Click OK, and then sign out.


MCT USE ONLY. STUDENT USE PROHIBITED
L7-44 Troubleshooting User Settings

Task 4: Attempt to resolve the issue


1. Switch to LON-DC1.

2. On the taskbar, click File Explorer.

3. In File Explorer, double-click Allfiles (E:).

4. In Allfiles (E:), right-click Departments, and then click Properties.

5. In the Departments Properties dialog box, click the Sharing tab.

6. On the Sharing tab, click Advanced Sharing.

7. In the Advanced Sharing dialog box, select the Share this folder check box.

8. Click Permissions, click Full Control Allow, and then click OK twice.

9. In the Departments Properties dialog box, click Close.

10. In File Explorer, double-click Departments, right-click Marketing, and then click Properties.

11. In the Marketing Properties dialog box, click the Security tab.
12. On the Security tab, click Edit.

13. In the Permissions for Marketing dialog box, click Add.

14. In the Select Users, Computers, Service Accounts, or Groups dialog box, in the Enter the object
names to select (examples) box, type Marketing, and then click OK.

15. In the Permissions for Marketing dialog box, select the Full control Allow check box, and then
click OK.
16. In the Error Applying Security dialog box, click Continue.

17. In the Marketing Properties dialog box, click OK.

18. Switch to LON-CL1.


19. Sign in by using the following credentials:

o User name: Adatum\Boris

o Password: Pa$$w0rd

20. On the taskbar, click File Explorer.

21. In Quick access, right-click Documents, and then click Properties.

22. In the Documents Properties dialog box, click the Offline Files tab. Notice that files are showing as
in sync, and the folder is online. Note that it might take a few moments for the status to change.

23. Sign out.

24. Update the Resolution section of the incident record.

a. The file share was lost, and the file permissions in the Marketing folder were missing. This
prevented synchronization of Boriss files to the redirected folder.

b. Added the shared folder for departments, and reset the file permissions for the Marketing
subfolder.

c. Signed in, and the files synced to the server.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L7-45

Task 5: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1.

Results: After completing the exercise, you should have resolved the Folder Redirection issue successfully.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L8-47

Module 8: Troubleshooting Remote Connectivity


Lab A: Troubleshooting VPN Connectivity
Exercise 1: Troubleshoot VPN Connectivity Issue 1
Task 1: Read the help-desk Incident Record
Read the help-desk Incident Record in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations.

Task 3: Troubleshoot VPN connectivity


1. Sign in to LON-RTR as Adatum\Administrator with the password Pa$$w0rd.
2. On the desktop, on the taskbar, click the Windows PowerShell icon.

3. In the Windows PowerShell window, type the following command, and then press Enter:

Install-RemoteAccess -VPNType VPN -IPAddressRange 172.16.0.220,172.16.0.230

4. Switch to LON-CL2.

5. Sign in to LON-CL2 as Adatum\Holly with the password Pa$$w0rd.

6. On the taskbar, right-click the Network icon, and then click Open Network and Sharing Center.

7. Click Change Adapter Settings.


8. Right-click on the Internet network connection and click Enable.

9. In the User Account Control dialog box, enter the following credentials, and then click Yes:

o User name: Administrator

o Password: Pa$$w0rd

10. On the taskbar, right-click the Network icon, and then click Open Network and Sharing Center.

11. In the Network and Sharing Center, click Set up a new connection or network.
12. In the Choose a connection option, click Connect to a workplace, and then click Next.

13. On the Connect to a Workplace page, click Use my Internet connection (VPN).

14. On the Connect to a Workplace page, click Ill set up an Internet connection later.

15. On the Connect to a Workplace page, in the Internet Address box, type 131.107.0.200, and then
click Create.

16. On the desktop, on the taskbar, click the Network icon, and then click VPN Connection.

17. On the NETWORK & INTERNET page, click VPN Connection, and then click Connect.

18. On the Sign-in page, provide the following credentials, and then click OK:

o Username: Adatum\Holly

o Password: Pa$$w0rd
MCT USE ONLY. STUDENT USE PROHIBITED
L8-48 Troubleshooting Remote Connectivity

19. Verify that the VPN Connection shows as Connected.

20. Sign out of LON-CL2.

21. Sign back in to LON-CL2 as Adatum\Don with the password Pa$$w0rd.

22. On the desktop, on the taskbar, right-click the Network icon, and then click Open Network and
Sharing Center.

23. In the Network and Sharing Center, click Set up a new connection or network.

24. In the Choose a connection option, click Connect to a workplace, and then click Next.

25. On the Connect to a Workplace page, click Use my Internet connection (VPN).

26. On the Connect to a Workplace page, click Ill set up an Internet connection later.

27. On the Connect to a Workplace page, in the Internet Address box, type 131.107.0.200, and then
click Create.

28. On the desktop, on the taskbar, click the Network icon, and then click VPN Connection.

29. On the NETWORK & INTERNET page, click VPN Connection, and then click Connect.

30. On the Sign-in page, provide the following credentials, and then click OK.
o Username: Adatum\Don

o Password: Pa$$w0rd

31. Verify that a connection cannot be established. Review the error message, and then click Close.

32. Switch to LON-DC1, and then sign in as Adatum\Administrator with the password Pa$$w0rd.

33. In the Server Manager console, on the Tools menu, click Active Directory Users and Computers.

34. In Active Directory Users and Computers, expand the Adatum.com domain, and then navigate to
the IT OU.

35. Right-click the Don Funk user account, and then click Properties.

36. In the Don Funk Properties dialog box, click the Dial-In tab.
37. In the Network Access Permission area, click Allow access, and then click OK.

38. Switch to LON-CL2.

39. Under VPN Connection, click Connect.

40. On the Sign-in page, provide the following credentials, and then click OK:

o Username: Adatum\Don

o Password: Pa$$w0rd

41. Verify that the VPN Connection displays as connected.

42. Sign out of LON-CL2.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L8-49

Task 4: To prepare for the next exercise


1. Switch to LON-RTR.

2. In Windows PowerShell, run the following commands, pressing Enter at the end of each line:

Set-VPNAuthProtocol -UserAuthProtocolAccepted MSChapv2 -TunnelAuthProtocolsAdvertised


Certificates
Restart-Service RemoteAccess

Results: After you complete this exercise, you should have resolved the VPN connectivity issue.

Exercise 2: Troubleshoot VPN Connectivity Issue 2


Task 1: Read the help-desk Incident Record
Read the help-desk Incident Record in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations.

Task 3: Troubleshoot VPN Connectivity


1. Sign in to LON-CL2 as Adatum\Holly with the password Pa$$w0rd.

2. On the desktop, on the taskbar, click the Network icon, and then on the taskbar, click VPN
Connection.
3. On the NETWORK & INTERNET page, click VPN Connection, and then click Connect.

4. Review the error message, which indicates that the connection was not established because the
authentication protocols that the (RAS)/VPN server used to verify username and password could not
be matched.

5. Under VPN Connection, click Close.

6. On the NETWORK & INTERNET page, click Change adapter options.


7. On the Network Connections page, right-click VPN Connection, and then click Properties.

8. On the VPN Connection Properties page, on the Security tab, click Allow these protocols, and
then click OK.

9. Close the Network Connections window.

10. On the NETWORK & INTERNET page, under VPN Connection, click Connect.

11. Verify that the VPN Connection shows as connected.


MCT USE ONLY. STUDENT USE PROHIBITED
L8-50 Troubleshooting Remote Connectivity

Task 4: To prepare for the next lab


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL2, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1 and 10982B-LON-RTR.

Results: After you complete this exercise, you should have resolved the VPN connectivity issue.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L8-51

Lab B: Configuring and Troubleshooting


DirectAccess
Exercise 1: Prepare the DirectAccess Implementation
Task 1: Prepare 10982B-LON-RTR
1. In Hyper-V Manager, click 10982B-LON-RTR, and then in the Actions pane, click Start.

2. In the Actions pane, click Connect. Wait until the virtual machine starts.

3. Sign in to LON-RTR as Adatum\Administrator with the password Pa$$w0rd.

4. On the desktop, on the taskbar, right-click on the Windows PowerShell icon, and then click Run as
Administrator.

5. Type the following command, and then press Enter:

. c:\scripts\labbscript.ps1

6. Type the following command, and then press Enter:

Gpupdate /force

7. Open the Server Manager console, click Tools, and then click Remote Access Management.

8. In the Remote Access Management console, click Operations Status, and then click Refresh twice.
You may need to wait 60 seconds.

9. Verify that each item listed in the Operations Status column has a green check mark.

Results: At the end of this exercise, you should have configured LON-RTR as a DirectAccess server.

Exercise 2: Configuring and Verifying Client-Side Settings for DirectAccess


Task 1: Read the help-desk Incident Record
Read the help-desk Incident Record 723469 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations:

a. Visit the users computer.

b. Configure DirectAccess client settings.

c. Move to the Internet to test access to intranet resources.


MCT USE ONLY. STUDENT USE PROHIBITED
L8-52 Troubleshooting Remote Connectivity

Task 3: Test a client on the internal network


1. Start the LON-CL1 virtual machine.

2. Sign in by using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. Right-click Start, and then click Command Prompt.

4. At the command prompt, type the following command, and then press Enter:

gpupdate /force

5. To verify that the correct GPO is being applied to the client, at the command prompt, type the
following command, and then press Enter:

gpresult /r

6. Verify that you now see the DirectAccess Client Settings GPO listed in the Computer Settings section
under Applied Group Policy Objects.

7. In the Search box, type iexplore, and then click iexplore.


8. In Internet Explorer, in the Address bar, type http://LON-DC1.adatum.com, and then press Enter.

9. Verify that the Internet Information Services Welcome page displays.

10. Close Internet Explorer.

Task 4: Move the client to the Internet, and test compliance


1. On LON-CL1, right-click Start, and then click Network Connections.

2. Right-click Ethernet, and then click Properties.

3. In the Ethernet Properties dialog box, double-click Internet Protocol Version 4 (TCP/IPv4).
4. Change the network settings to the following settings:

o IP address: 131.107.0.50

o Subnet mask: 255.255.0.0

o Default gateway: 131.107.0.1

o Preferred DNS server: 131.107.0.220

5. Click OK, and then click OK or Close.

6. In the Virtual Machine Connection window, click the File menu, and then click Settings.

7. In the Settings for 10982B-LON-CL1 window, click Network Adapter, click Private Network, click
Private Network 2, and then click OK.

8. On LON-CL1, right-click Start, click Shut down or sign out, and then click Restart.

9. Sign back in to LON-CL1 as Adatum\Administrator with the password Pa$$w0rd.

10. On the desktop, on the taskbar, click the Network icon.


11. Verify that Workplace Connection is listed as Connected. If Workplace Connection is not listed as
Connected, repeat steps 8 through 11. It may be necessary to repeat this cycle 3 times.

12. In the Search box, type iexplore, and then click to open Internet Explorer.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L8-53

13. Navigate to http://lon-dc1.adatum.com, and then verify that the Internet Information Services
Welcome page displays.

14. Open a command prompt.

15. At the command prompt, type the following command, and then press Enter:

ipconfig

16. Notice the IP address for Tunnel adapter iphttpsinterface starts with 2002. This is an IP-HTTPS
address.

17. At the command prompt, type the following command, and then press Enter:

Netsh name show effectivepolicy

18. Verify that DNS Effective Name Resolution Policy Table Settings present two entries: adatum.com, and
Directaccess-NLS.Adatum.com.

19. At the command prompt, type the following command, and then press Enter:

Powershell

20. In the Windows PowerShell window, at the command prompt, type the following command, and then
press Enter:

Get-DAClientExperienceConfiguration

21. Notice the DirectAccess client settings.

22. Switch to LON-RTR.


23. Switch to the Remote Access Management console.

24. In the console pane, click Remote Client Status. Notice that client is connected via IPHttps.

25. In the Connection Details pane, in the lower-right corner of the screen, note the use of Kerberos for
the Machine and the User.

26. Close all open windows.

Results: After completing this exercise, you should have configured the client-side settings for
DirectAccess, and tested access to internal resources.
MCT USE ONLY. STUDENT USE PROHIBITED
L8-54 Troubleshooting Remote Connectivity

Exercise 3: Troubleshooting DirectAccess


Task 1: Read the help desk Incident Record
Read the help-desk Incident Record 723475 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations:

a. Visit the users computer.

b. Resolve the DirectAccess configuration issue.

Task 3: Return the client to the internal network


1. Switch to LON-DC1.

2. Open a Windows PowerShell window, type the following command, and then press Enter:

. c:\scripts\mod8lab-b.ps1

3. Switch to LON-CL1.
4. In the Virtual Machine Connection window, on the File menu, click Settings, and then set Network
Adapter to use Private Network. Click Private Network again, and then click OK.

5. On LON-CL1, right-click Start, and then click Network Connections.


6. Right-click Ethernet, and then click Properties.

7. In the Ethernet Properties dialog box, double-click Internet Protocol Version 4 (TCP/IPv4).

8. Configure the network settings to use the following settings:


o IP address: 172.16.0.40

o Subnet mask: 255.255.0.0

o Default Gateway: 172.16.0.1


o Preferred DNS server: 172.16.0.10

9. Click OK, and then click OK or Close.

10. On LON-CL1, right-click Start, click Shut down or sign on, and then click Restart.

11. Sign back in to LON-CL1 as Adatum\Administrator with the password Pa$$w0rd.

12. Right-click Start, and then click Command Prompt.

13. In the Command Prompt window, at a command prompt, type the following command, and then
press Enter:

Gpupdate /force

14. At the command prompt, type the following command, and then press Enter:

Gpresult /r

15. Note that the DirectAccess Client Settings policy no longer applies to LON-CL1.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L8-55

Task 4: Troubleshoot DirectAccess


1. On LON-DC1, in the Server Manager console, click the Tools menu, and then click Active Directory
Users and Computers.

2. In the Active Directory Users and Computers console, expand Adatum.com, select the Computers
node, right-click on LON-CL1, and then click Add to a group.

3. In the Select Groups dialog box, enter the name DirectAccessClients, and then click OK.

4. On the Active Directory Domain Services page, click OK.

5. Switch to LON-CL1 and ensure that you are signed in as Adatum\Administrator.

6. In the Command Prompt window, at the command prompt, type the following command, and then
press Enter:

gpupdate /force

7. To verify that the correct GPO is being applied to the client, at the command prompt, type the
following command, and then press Enter:

gpresult /r

8. Verify that you see the DirectAccess Client Settings GPO listed under Applied Group Policy Objects.
If the DirectAccess Client Settings GPO is not listed under Applied Group Policy Objects, restart
LON-CL1, and then repeat steps 5-8.

Task 5: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.
3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1, 10982B-LON-RTR, and 10982B-LON-INET.

Results: After completing this exercise, you should have repaired an existing DirectAccess configuration
that was working in the past.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L9-57

Module 9: Troubleshooting Resource Access Within a


Domain
Lab A: Troubleshooting File-Access Issues
Exercise 1: Resolving a File-Access Issue (1)
Task 1: Read the help-desk Incident Record for Incident 723308
Read the help-desk Incident Record 723308 in the Student Handbook exercise scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Discuss your recommendations with other students.


3. Review share permissions.

Task 3: Reproduce the problem


1. On LON-DC1, on the taskbar, click the File Explorer icon.

2. In File Explorer, in the navigation pane, expand This PC, expand Allfiles (E:), expand Labfiles, and
then select Mod09. In the details pane, double-click LabA.cmd.

3. Close File Explorer.

4. Sign in to LON-CL1 as user ADATUM\Don with the password Pa$$w0rd.


5. On the taskbar, click the File Explorer icon.

6. In File Explorer, in the address bar, click the down arrow, type \\LON-DC1\Marketing, and then
press Enter.

7. In the details pane, double-click Report, and then verify that it opens in Notepad.

8. In Notepad, type your name. Click File, select Save, select Report, click Save, and then click Yes.

Note: You will see an Access is denied message, because Don is not in the Marketing
group and he cannot modify the files.

9. In the message click OK, close Notepad, and then select Dont Save.

Note: Don is not in the Marketing group, so you should not be able to access the share.
However, you were able to open share content. You need to diagnose and correct this improper
configuration.

Task 4: Attempt to resolve the problem


1. On LON-DC1, on the taskbar, click the File Explorer icon.

2. In File Explorer, in the navigation pane, expand Allfiles (E:), right-click Marketing, and then select
Properties.

3. In the Marketing Properties dialog box, click the Sharing tab.


4. On the Sharing tab, click Advanced Sharing.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-58 Troubleshooting Resource Access Within a Domain

5. In the Advanced Sharing dialog box, click Permissions. Verify that the permissions are granted to
Everyone Change, and then click Cancel twice.

6. In the Marketing Properties dialog box, click the Security tab.

7. On the Security tab, click Advanced, and then click the Effective Access tab.

8. On the Effective Access tab, click Select a user.

9. In the Select User, Computer, Service Account, or Group dialog box, type Don, click OK, and then
click View effective access.

10. Verify that Don has Read permissions, but he does not have Change permissions, and then select the
Permissions tab.

11. In the Advanced Security Settings for Marketing dialog box, click Disable inheritance.

12. Click Convert inherited permissions into explicit permissions on this object, and then click OK.

13. In the Marketing Properties dialog box, click Edit.

14. In the Permissions for Marketing dialog box, click Users, click Remove, and then click OK.

15. Click Advanced, and then click the Effective Access tab.

16. On the Effective Access tab, click Select a user.

17. In the Select User, Computer, Service Account, or Group dialog box, type Don, click OK, and then
click View effective access.
18. Verify that Don has no permissions.

19. Click Select a user.

20. In the Select User, Computer, Service Account, or Group dialog box, type Adam, click OK, and
then click View effective access.

21. Verify that Adam is a member of the Marketing group, that he has Read and Write permissions, and
that his access is limited only by share permissions.
22. Click OK, and then click Close.

23. Update the Resolution section of the Incident Record with the following comment:

o The inherited permissions on E:\Marketing included the Users group having Read permissions.
The Users group was removed, and now only members of the Marketing group have access.

Task 5: To prepare for the next exercise


1. On LON-CL1, on the taskbar, right-click Start, select Shut down or sign out, and then select
Sign out.

2. On LON-DC1, close all opened programs.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-59

Exercise 2: Resolving a File-Access Issue (2)


Task 1: Read the help-desk Incident Record for Incident 723318
Read the help-desk Incident Record 723318 in the Student Handbook exercise scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Discuss your recommendations with other students.

3. Review share permissions.

Task 3: Reproduce the problem


1. Sign in to LON-CL1 as user ADATUM\Adam with the password Pa$$w0rd.

2. On the taskbar, click the File Explorer icon.

3. In File Explorer, in the address bar, click the down arrow, type \\LON-DC1\Marketing, and then
press Enter.
4. In the details pane, double-click Materials.

5. Verify that the network error dialog box opens, and then click Close.

6. In File Explorer, in the address bar, click LON-DC1. In the details pane, right-click Marketing, and
then select Map Network Drive. Clear the Reconnect at sign-in check box, select the Y drive, and
then click Finish.

7. On the taskbar, right-click Start, and then select Command Prompt.


8. At the command prompt, type each of the following commands, pressing Enter after each command:

Y:
dir
cd Materials
dir
notepad add.txt

9. Verify that Notepad opens and displays the files content. Type your name, close the Notepad, and
then click Save. You confirmed that the Marketing users can save changes if they can access the
folder and know the files name.

10. At the command prompt, type following commands, pressing Enter after each command:

cd Catalogs
dir

11. Verify that the Catalog1.txt and Catalog2.txt files are listed. Marketing users can see the folders
contents if they can access the folder.
12. Close the Command Prompt window.

Task 4: Attempt to resolve the problem


1. On LON-DC1, on the taskbar, click the File Explorer icon.

2. In File Explorer, in the navigation pane, expand Allfiles (E:), expand Marketing, and then select
Materials.

3. In the details pane, right-click Add.txt, click Properties, click the Security tab, and then click
Advanced.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-60 Troubleshooting Resource Access Within a Domain

4. In Advanced Security Settings for Add.txt, click the Effective Access tab.

5. Click Select a user, enter Adam, click OK, and then click View effective access.

6. Review effective access for Adam.

Note: Adam has read and write permissions and because of that he was able to open and
modify the file from command prompt.

7. Click the Permissions tab, and then select Deny access for Marketing. Verify that it is inherited
from the E:\Marketing\Materials folder, and then click View.

8. Click Show advanced permissions. Verify that Traverse Folder and List Folder permissions are
denied, and then click Close.

9. Click Remove to remove the deny access. Read the Windows Security message, and then click OK
three times.

10. In File Explorer, in the navigation pane, right-click Materials, select Properties, and then click the
Security tab.

11. Click Advanced, select Deny access for Marketing, click Remove, and then click OK two times.

Note: This time you were able to remove the deny access, because you removed it from
the folder on which it was set explicitly.

12. On LON-CL1, in File Explorer, double-click Materials. Verify that now you can open the folder and
see its content.

13. Update the Resolution section of the Incident Record with the following comment:

o The Deny Traverse folder and List folder permissions that were set on the E:\\Marketing\Materials
folder prevented users from viewing folder content. This permission was removed. The Marketing
users can now access the folder.

Note: Congratulations, you successfully resolved the problem! The Marketing users can
now view the content of the Materials subfolder in the Marketing share.

Task 5: To prepare for the next exercise


1. On LON-CL1, on the taskbar, right-click Start, select Shut down or sign out, and then select
Sign out.

2. On LON-DC1, close all opened programs.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-61

Exercise 3: Resolving a File-Access Issue (3)


Task 1: Read the help-desk Incident Record for Incident 723328
Read the help-desk Incident Record 723328 in the Student Handbook exercise scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Discuss the potential reasons that could cause the issue.

3. Review the share permissions.

Task 3: Reproduce the problem


1. Sign in to LON-CL1 as user ADATUM\Alan with the password Pa$$w0rd.

2. On the taskbar, click the File Explorer icon.

3. In File Explorer, in the address bar, click the down arrow, type \\LON-DC1\Marketing\Collected,
and then press Enter.
4. In the details pane, double-click Surveys.

5. In Notepad, type your name, close the Notepad, and then click Save.

Note: You now have verified that Alan can modify the file.

6. On the taskbar, right-click Start, select Shut down or sign out, and then select Sign out.

7. Sign in to LON-CL1 as user ADATUM\Adam with the password Pa$$w0rd.


8. On the taskbar, click the File Explorer icon.

9. In File Explorer, in the address bar, click the down arrow, type \\LON-DC1\Marketing\Collected,
and then press Enter.
10. In the details pane, double-click Surveys. Verify that the file includes your name that you added
when you were signed in as the user Alan. Delete your name, close the Notepad, click Save, select
Surveys, click Save again, and then click Yes. Verify that you see an Access is denied message.

Note: This message displays because Adam does not have permissions to modify the file.

11. In the Notepad dialog box, click OK. Click Cancel, close the Notepad, and then click Dont Save.

Task 4: Attempt to resolve the problem


1. On LON-DC1, on the taskbar, click the File Explorer icon.

2. In File Explorer, in the navigation pane, expand Allfiles (E:), expand Marketing, and then select
Collected.

3. In the details pane, right-click Surveys.txt, select Properties, click the Security tab, and then click
Advanced.

4. In Advanced Security Settings for Surveys.txt, verify that there is a condition defined for allow Write
access for the Marketing group. Confirm that condition for that entry requires that the user's city is
Seattle.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-62 Troubleshooting Resource Access Within a Domain

5. Click the Effective Access tab. Click Select a user, type Alan, click OK, and then click View effective
access.

6. Review effective access for Alan.

Note: Alan has Read permissions, but permissions do not allow him to write data to the file.
This is because you did not include user claim yet, so the condition was not evaluated for Alan.

7. He has Read permissions, but permissions do not allow him to write data to the file. This is because
you did not include user claim yet, so the condition was not evaluated for Alan.

8. Click Include a user claim, click the drop-down box arrow, and then select city. In the Enter value
here text box, type Seattle, and then click View effective access.

9. Verify that if Alan has a user claim for city with the value Seattle, and that he can write data to
the file.

10. Click Select a user, type Adam, and then click OK.

11. Verify that user claim city=Seattle is still included, and then click View effective access.

12. Verify that if Adam would have a user claim for city with a value of Seattle, he also would be able to
write data to the file. Click OK twice.

Note: The Incident Report states that Marketing users from offices in Seattle and London
should be able to modify the file. Therefore, you must not remove the condition, but extend it to
include Marketing users from London.

13. In File Explorer, in the navigation pane, right-click Collected, and then select Properties.

14. Click the Security tab, and then click Advanced.


15. In the Advanced Security Settings for Collected dialog box, select the Allow Write entry access for
the Marketing group entry, and then click Edit.

16. In the Permission Entry for Collected dialog box, click Add a condition. In the drop-down box,
expand the And option, and then select Or.

17. Compose the following expression: User city Equals Value London. You will need to type London in
the last field, and then click OK three times.

18. On LON-CL1, in File Explorer, in the details pane, double-click Surveys.

19. In Notepad, in the Surveys file, delete your name, close Notepad, and then click Save.

Note: You verified that Adam can modify the file, although he is from the London office.

20. On the taskbar, right-click Start, select Shut down or sign out, and then select Sign out.
21. Sign in to LON-CL1 as user ADATUM\Dana with the password Pa$$w0rd.

Note: Dana is a member of the Marketing group, but she is from the Miami office. Her city
setting prevents her from modifying the file.

22. On the taskbar, click the File Explorer icon.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-63

23. In File Explorer, in the address bar, click the down arrow, type \\LON-DC1\Marketing\Collected,
and then press Enter.

24. In the details pane, double-click Surveys.

25. In Notepad, type today's date, close Notepad, click Save, select Surveys, click Save, and then click
Yes. Verify that you see an Access is denied message, as Dana is not from the Seattle or London
offices.

26. In the Notepad dialog box, click OK. Click Cancel, close Notepad, and then click Dont Save.

27. Update the Resolution section of the Incident Record with the following comment:

o To allow Marketing users from the Seattle and London offices to modify the files, we have to
modify the condition. We extended the condition to allow Write permission to Marketing users
from the London office.

Note: Congratulations, you successfully resolved the problem. The Marketing users from
the Seattle and London offices now can modify files in the Collected subfolder in the Marketing
share.

Task 5: To prepare for the next lab


1. On LON-CL1, on the taskbar, right-click Start, select Shut down or sign out, and then select
Sign out.

2. On LON-DC1, on the taskbar, right-click Start, select Shut down or sign out, and then select Sign
out.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-64 Troubleshooting Resource Access Within a Domain

Lab B: Troubleshooting Access to Encrypted


Files
Exercise 1: Encrypting and Recovering Access to Encrypted Files
Task 1: Encrypt files and test file permissions
1. Sign in to LON-CL1 as user ADATUM\Adam with the password Pa$$w0rd.

2. On LON-CL1, in the taskbar, in the I'm Cortana. Ask me anything. text box, type certmgr.msc, and
then press Enter.
3. In the Certificates - Current User console, in the navigation pane, click Personal, and then in the
details pane, verify that there are no items to show in this view.

4. In the taskbar, click the File Explorer icon.


5. In File Explorer, in the navigation pane, expand This PC, expand Allfiles (D:), expand Labfiles, and
then select Mod09. In the details pane, right-click Adam1, select Properties, and then click
Advanced.

6. In the Advanced Attributes dialog box, verify that the Details button is grayed out and unavailable.
Select the Encrypt content to secure data check box, and then click OK. Click Apply, select Encrypt
the file only, and then click OK.
7. Wait a few seconds until the Size on disk is updated to 4.00 kilobytes (KB). Encryption of the user's
first file will take a few seconds, because EFS must obtain a user certificate before encrypting the file.

8. In the Adam1 Properties dialog box, click Advanced, and then click Details. Verify that the user,
Adam Barr, can access the file, that he is an administrator, and that he has a recovery certificate for
the file.

9. Click Add, and then in the Encrypting File System dialog box, verify that only Adam Barr is listed
since Adam is the only user who currently has a public key.

10. Click Cancel four times.

11. Encrypt the Adam2 and Adam3 files by select both files, right-click the files, select Properties, and
then click Advanced.

12. In the Advanced Attributes dialog box, select the Encrypt content to secure data check box, and
then click OK twice.

13. In the Encryption Warning dialog box, select Encrypt the file only, select the Always encrypt only
the file check box, and then click OK.

14. In the Certificates - Current User console, refresh the view by pressing the F5 key. In the navigation
pane, expand Personal, and then click Certificates. In the details pane, verify that one certificate is
listed, that it is issued to Adam Barr, and it is for encrypting the file system.

15. On the taskbar, click Start, click Adam Barr, and then click Switch account.

16. Sign in to LON-CL1 as the user ADATUM\Don with the password Pa$$w0rd.

17. On the taskbar, click the File Explorer icon.

18. In File Explorer, in the navigation pane, expand This PC, expand Allfiles (D:), expand Labfiles, and
then select Mod09.

19. In the details pane, right-click Adam3, and then select Properties.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-65

20. In the Adam3 Properties dialog box, click the Security tab, verify that Authenticated Users are
selected, and then verify that they have Full control permissions. Click Cancel.

21. Double-click Adam3, and then verify that you get an Access denied error. Click OK, and then close
Notepad.

22. Right-click Adam3, and then select Copy.

23. In File Explorer, in the navigation pane, click Labfiles. In the details pane, right-click and select Paste.
In the File Access Denied dialog box, click Cancel.

Note: The copy operation includes read and decryption of the source file. Don cannot copy
the file because he does not have the appropriate private key.

24. In File Explorer, in the navigation pane, click Mod09. In the details pane, right-click Adam3, and then
select Cut.

25. In the navigation pane, click Labfiles. In the details pane, right-click, and then select Paste.

26. Right-click Adam3, and then select Properties.

27. In the Properties dialog box, click Advanced, verify that file is still encrypted, and then click OK
twice.

Note: Don was able to move encrypted file on the same volume, as the move operation
does not require the files decryption.

28. In File Explorer, in the navigation pane, click Mod09. In the details pane, double-click Adam2, and
then verify that you get an Access denied error. Click OK, and then close Notepad.

29. Right-click Adam2, and then select Delete. Verify that file Adam2 is deleted.

Note: For the delete operation, you do not need to decrypt a file. If a user has file
permissions, they can delete a file, regardless of its encryption state.

Task 2: Provide a user with access to an encrypted file


1. On LON-CL1, in File Explorer, in the details pane, right-click Don1, and then select Properties.

2. In the Properties dialog box, click Advanced. Select the Encrypt content to secure data check box,
click OK, and then click Apply. Select Encrypt the file only, select the Always encrypt only the file
check box, and then click OK.

3. Wait a few seconds until the Size on disk is updated to 4.00 KB. The encryption of the first users file
will take a few seconds, because EFS must obtain a user certificate before the file can be encrypted.

4. In the Don1 Properties dialog box, click Advanced, and then click Details. Confirm that user Don
Funk can access the file, that he is the administrator, and that he has a recovery certificate for the file.
5. Click Add, select Adam Barr, and then click OK. Confirm that now Adam Barr and Don Funk can
access the file, and then click OK three times.

6. Right-click Don2 and select Properties.

7. In the Properties dialog box, click Advanced, select the Encrypt content to secure data check box,
and then click OK twice. The file was encrypted immediately, as the user already had a public key.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-66 Troubleshooting Resource Access Within a Domain

8. On the taskbar, click Start, click Don Funk, and then select ADATUM\Adam.

9. Sign in to LON-CL1 as user ADATUM\Adam with the password Pa$$w0rd.

10. In File Explorer, double-click Don1. Verify that the file opens and that you can read the content, since
Don provided Adam with access to the encrypted file.

11. Close Notepad.

12. Double-click Don2. You should receive an Access denied error, because Don did not provide Adam
with access to this encrypted file.

13. Click OK, and then close Notepad.

14. In the details pane, right-click Adam1, and then select Properties.

15. In the Properties dialog box, click Advanced, click Details, and then click Add. Verify that you can
select Don Funk, since he also has a public key.

16. Click Cancel four times.

17. On the taskbar, right-click Start, select Shut down or sign out, and then click Sign out.

Task 3: Add another data recovery agent


1. Sign in to LON-CL1 as user ADATUM\Jaka with the password Pa$$w0rd.
2. On the taskbar, right-click Start, and then select Command Prompt.

3. In the Command Prompt window, at the command prompt, type the following command, and then
press Enter:

cipher /R:\\LON-DC1\Mod09\Jaka

4. Type Pa$$w0rd as the password twice.

5. On LON-DC1, on the taskbar, click Server Manager.

6. In Server Manager, click Tools, and then click Group Policy Management.
7. In Group Policy Management, in the navigation pane, expand Forest: Adatum.com, expand
Domains, expand Adatum.com, right-click Default Domain Policy, and then select Edit.

8. In the Group Policy Management Editor, in the navigation pane, expand Policies in Computer
Configuration, expand Windows Settings, expand Security Settings, expand Public Key Policies,
and then select Encrypting File System.

9. In the details pane, verify that only the administrator's certificate is listed. The administrator is the
only data recovery agent, by default. In the navigation pane, right-click Encrypting File System, and
then select Add Data Recovery Agent.

10. On the Welcome to the Add Recovery Agent Wizard page, click Next.

11. On the Select Recovery Agents page, click Browse Folders. In the File name text box, type
\\LON-DC1\Mod09\Jaka.cer, and then click Open. Click Yes, click Next, and then click Finish.

12. Verify that Jaka's certificate now is listed in the details pane.

13. On LON-CL1, on the taskbar, click Start, click Jaka Stele, and then click Adatum\Don.

14. Sign in to LON-CL1 as user ADATUM\Don with the password Pa$$w0rd.

15. On the taskbar, right-click Start, and then select Command Prompt.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-67

16. In the Command Prompt window, at the command prompt, type the following command, and then
press Enter:

gpupdate /force

Note: This applies Group Policy settings, including the data recovery agents.

17. In File Explorer, right-click Don3, select Properties, and then click Advanced. Select the Encrypt
content to secure data check box, click OK, and then click Apply.

18. In the Don3 Properties dialog box, click Advanced. Click Details, and then verify that this file has
two recovery agents: administrator, and Jaka. Click OK three times.

19. On the taskbar, right-click Start, select Shut down or sign out, and then click Sign out.

Task 4: Back up encrypted data


1. Sign in to LON-CL1 as user ADATUM\Administrator with the password Pa$$w0rd.

2. On the taskbar, click the File Explorer icon.


3. In File Explorer, in the navigation pane, expand This PC, expand Allfiles (D:), expand Labfiles, and
then select Mod09. In the details pane, right-click Adam1, and then select Copy.

4. In File Explorer, click the arrow in address bar, type \\LON-DC1\Mod09, and then press Enter.
5. Right-click in the details pane, and then select Paste.

6. In the File Access Denied dialog box, click Cancel.

Note: No user, including the Administrator, can copy encrypted files if they do not have
the appropriate private key to decrypt them. This is why you will back up encrypted files and
restore them at the dedicated workstation for the data recovery agent.

7. On LON-CL1, on the taskbar, in the I'm Cortana. Ask me anything. text box, type backup, and then
select Backup and Restore (Windows 7).

8. In the Backup and Restore (Windows 7) window, click Set up backup.

9. In the Set up backup window, click Save on a network. In the Network location box, type
\\LON-DC1\Mod09, and in the Username text box, type Adatum\Administrator. In the Password
text box, type Pa$$w0rd, click OK, and then click Next.
10. On the What do you want to back up? page, select Let me choose, and then click Next. Under
Data Files, clear all check boxes, and clear the Include a system image of drives: System Reserved,
(C:) check box. Expand Allfiles (D:), expand Labfiles, select Mod09, and then click Next.
11. On the Review your backup settings page, click Save settings and run backup, and then wait until
the backup finishes.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-68 Troubleshooting Resource Access Within a Domain

Task 5: Export a certificate for the recovery agent


1. On LON-DC1, on the taskbar, click Start, type certmgr.msc, and then press Enter.

2. In the Certificates - Current User console, in the navigation pane, expand Personal, and then click
Certificates. In the details pane, right-click Administrator, select All tasks, and then select Export.

3. On the Welcome to the Certificate Export Wizard page, click Next.

4. On the Export Private Key page, select Yes, export the private key, and then click Next twice.

5. On the Security page, select the Password check box, enter Pa$$w0rd in the Password and
Confirm password text boxes, and then click Next.

6. On the File to Export page, in the File name text box, enter \\LON-DC1\Mod09\DRA.pfx, click
Next, click Finish, and then click OK.

Task 6: Restore data and recover an encrypted file


1. Sign in to LON-CL2 as user ADATUM\Administrator with the password Pa$$w0rd.

2. On LON-CL2, on the taskbar, in the I'm Cortana. Ask me anything. text box, type backup, and then
select Backup and Restore (Windows 7).

3. In the Backup and Restore (Windows 7) window, click Select another backup to restore files from.

4. In Restore Files (Advanced) window, click Browse network location. In the Network Share box, type
\\LON-DC1\Mod09, click OK, and then click Next.

5. On the Browse or search your backup for files and folders to restore page, select the Select all
files from this backup check box, and then click Next.
6. On the Where do you want to restore your files? page, select the In the following location check
box. In the text box, type C:\, click Restore, and then click Finish.

7. Close Backup and Restore (Windows 7).


8. On the taskbar, click the File Explorer icon.

9. In File Explorer, in the navigation pane, expand This PC, expand Local Disk (C:), expand D, expand
Labfiles, and then select Mod09. In the details pane, double-click Adam1.txt.
10. Verify that you get an Access denied error, since the user does not have access to the encrypted file.
Click OK, and then close Notepad.

Note: Although you are signed in as ADATUM\Administrator, which is also the data
recovery agent, you cannot open the file. The recovery key is available only on the first domain
controller by default. You exported it in one of the previous tasks, but you have not yet
imported it.

11. On LON-CL2, on the taskbar, in the I'm Cortana. Ask me anything. text box, type
\\LON-DC1\Mod09, and then press Enter.

12. In File Explorer, right-click on DRA.pfx, and then select Install PFX.

13. In the Welcome to the Certificate Import Wizard, click Next twice.

14. On the Private key protection page, in the Password text box, type Pa$$w0rd, click Next twice,
click Finish, and then click OK.

15. Close File Explorer.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-69

16. In File Explorer, double-click Adam1.txt.

Note: This time the file opens, and you can read its content, since you have the recovery
certificate.

17. Close Notepad.

18. Right-click Adam1.txt, and then select Properties.

19. In the Properties dialog box, click Advanced. Clear the Encrypt contents to secure data option,
and then click OK twice.

Note: As the data recovery agent, you can decrypt any encrypted file, even if the user who
encrypted the file did not provide you with access to the file.

Task 7: To prepare for the next lab


1. On LON-CL1, on the taskbar, right-click Start, select Shut down or sign out, and then select
Sign out.

2. On LON-DC1, on the taskbar, right-click Start, select Shut down or sign out, and then select
Sign out.

Results: After completing this exercise, you should have encrypted files by using EFS, added an additional
data recovery agent, and recovered access to the encrypted files.
MCT USE ONLY. STUDENT USE PROHIBITED
L9-70 Troubleshooting Resource Access Within a Domain

Lab C: Troubleshooting Printer Issues


Exercise 1: Resolving a Printer Issue (1)
Task 1: Read the help-desk Incident record for incident 721010
Read the help-desk incident record 721010 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook.

2. Update the Plan of Action section of the Incident Record with your recommendations:
o Try to find a color printer in the printer directory.

o Try to connect to a color printer, and then print a sample page from Notepad.

Task 3: Attempt to resolve the problem


1. Sign in to LON-CL1 as Adatum\Don with the password Pa$$w0rd.
2. On the taskbar, in the I'm Cortana. Ask me anything. text box, type printer, and then click Devices
and Printers.

3. In Devices and Printers, click Add a printer.


4. In the Add a device dialog box, click The printer that I want isnt listed.

5. On the Find a printer by other options page, select Find a printer in the directory, based on
location or feature, and then click Next.
6. In the Find Printers dialog box, verify that several printers are listed in the Search results section.
Click the Features tab, select Can print color check box, and then click Find Now.

7. On LON-DC1, on the taskbar, click Start, type printer, and then click Devices and Printers.
8. In Devices and Printers, right-click Printer1, select Printer Properties, click the Sharing tab, and then
verify that Printer1 is shared, but not listed in the directory. You were not able to find it on LON-CL1
because it was not listed.
9. In the Printer1 Properties dialog box, select the List in the directory option, and then click Apply.

10. On LON-CL1, in the Find Printers dialog box, click Find Now, and then verify that Printer1 now
displays. Right-click Printer1, and then select Connect.

11. The Connect to the LON-DC1.Adatum.com dialog box opens and asks for credentials. This is
because the current user, ADATUM\Don, does not have the correct permissions to connect to this
printer. Click Cancel.

12. On LON-DC1, in the Printer1 Properties dialog box, click the Security tab, and then verify that the
Managers and Print Users groups have print permission on the printer.

Note: Permissions for Administrator, Administrators, Server Operators and Print Operators
also include print permission.

13. On the taskbar, click Server Manager.

14. In Server Manager, click Tools, and then select Active Directory Users and Computers.

15. In Active Directory Users and Computers, in the navigation pane, expand Adatum.com, and then
select IT. In the details pane, right-click Don Funk, and then select Add to a group.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-71

16. In the Select Groups dialog box, in the Enter the object names to select text box, type print users,
and then click OK twice.

17. Minimize both Active Directory Users and Computers, and Server Manager.

18. On LON-CL1, in the Find Printers dialog box, right-click Printer1, and then select Connect.

19. In the Connect to LON-DC1.Adatum.com dialog box, click Cancel.

20. On the taskbar, right-click Start, and then select Command Prompt.

21. In the Command Prompt window, at the command prompt, type the following command and press
Enter:

whoami /groups

22. Verify that ADATUM\Print Users is not listed.

23. On the taskbar, right-click Start, select Shut down or sign out, and then select Sign out.

24. Sign in to LON-CL1 as Adatum\Don with the password Pa$$w0rd.


25. On the taskbar, in the I'm Cortana. Ask me anything. text box, type printer, and then click Devices
and Printers.

26. In Devices and Printers, click Add a printer.

27. In the Add a device dialog box, click The printer that I want isnt listed.

28. On the Find a printer by other options page, select Find a printer in the directory, based on
location or feature, and then click Next.
29. In the Find Printers dialog box, verify that several printers are listed in the Search results section,
including Printer1. Right-click Printer1, and then select Connect.

30. Verify that you are not asked for credentials, as Don has permissions to connect to the printer.
31. Click OK, click Next, and then click Finish.

32. In Devices and Printers, verify that Printer1 on LON-DC1.Adatum.com is added and selected as the
default printer.
33. On the taskbar, in the I'm Cortana. Ask me anything. text box, type notepad, and then press Enter.

34. In Notepad, type your name. Click File, click Print, verify that Printer1 on LON-DC1.Adatum.com is
selected, and then click Print.

Note: You will receive a notification that Printer1 is paused. If the printing device would
connect to the print server, you would have printed the document successfully.

35. Therefore, you have resolved the printer issue.


MCT USE ONLY. STUDENT USE PROHIBITED
L9-72 Troubleshooting Resource Access Within a Domain

Task 4: To prepare for the next exercise


1. On LON-CL1, on the taskbar, right-click Start, select Shut down or sign out, and then select
Sign out.

Note: If Closing 2 apps and signing out page appears, click Sign out anyway.

2. On LON-DC1, close all open programs.

Results: After you complete the exercise, you should have resolved the printer issue.

Exercise 2: Resolving a Printer Issue (2)


Task 1: Read the help-desk Incident record for incident 721020
Read the help-desk incident record 721020 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook.

2. Update the Plan of Action section of the Incident Record with your recommendations:
o Troubleshoot why print jobs do not print immediately, but instead are waiting in the queue.

o Redirect print jobs from the failed printer to another printer.

Task 3: Prepare the environment


1. Sign in to LON-CL1 as Adatum\Jaka with the password Pa$$w0rd.
2. On the taskbar, in the I'm Cortana. Ask me anything. box, type printer, and then click Devices and
Printers.

3. In Devices and Printers, click Add a printer.


4. In the Add a device dialog box, click The printer that I want isnt listed.

5. On the Find a printer by other options page, select the Select a shared printer by name option, in
the text box type \\LON-DC1\Printer2, click Next twice, and then click Finish.

Task 4: Attempt to resolve the problem


1. On LON-CL1, on the taskbar, in the I'm Cortana. Ask me anything. text box, type notepad, and
then press Enter.

2. In Notepad, type your name. Click File, click Print, verify that Printer2 on LON-DC1 is selected, and
then click Print.

3. On LON-DC1, click Start, type print, and then click Devices and Printers.

4. In Devices and Printers, right-click Printer2, and then select See what's printing. Verify that Untitled
- Notepad print job from Jaka is waiting in the print queue.

5. In the Printer2 window, right-click Untitled Notepad, and then click Properties. In the Schedule
section, verify that the job can be printed only from 12:00 AM to 12:01 AM. This is why Jaka has to
wait until next day for his documents to print. Click Cancel.

6. In Devices and Printers, right-click Printer2, and then select Printer properties.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L9-73

7. In the Printer2 properties dialog box, click the Advanced tab, click the Always available radio
button, and then click OK.

8. On LON-CL1, in Notepad, click File, click Print, verify that Printer2 on LON-DC1 is selected, and
then click Print.

9. Verify that you receive an error printing notification. This confirms that the print job was processed
immediately, but that there is a problem with Printer2, as other users have reported.

10. On LON-DC1, in Devices and Printers, right-click Printer2, and then select Printer properties.

11. In the Printer2 properties dialog box, click the Ports tab, click Add Port, and verify that Local Port
is selected. Click New Port, and in the Enter a port name text field, enter \\LON-DC1\Printer3, click
OK, and then click Close twice.

12. In Devices and Printers, right-click Printer2, select See what's printing, and then verify the number
of queued print jobs.

13. In Devices and Printers, right-click Printer3, select See what's printing, and then verify the number
of queued print jobs.
14. On LON-CL1, in Notepad, click File, click Print, verify that Printer2 on LON-DC1 is selected, and then
click Print. Verify that, this time, you do not receive any notifications.

15. On LON-DC1, in the Printer2 window, verify the number of queued print jobs. This number should be
the same as in step 12.

16. In the Printer3 window, verify the number of queued print jobs. There should be one print job more
than in step 13, as Jaka's print job that he sent to Printer2 was redirected to Printer3.

Note: You have resolved the printer problem. The print job that Jaka sends to Printer2 is
redirected to \\LON-DC1\Printer3. Printer3 is paused, and print jobs that are sent to Printer3 will
wait in the print queue.

Task 5: To prepare for the next lab


When you have finished the lab, revert all virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-DC1, and then click Revert.

3. In the Revert Virtual Machines dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-CL1 and 10982B-LON-CL2.

Results: After you complete the exercise, you should have resolved the printer issue.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L10-75

Module 10: Troubleshooting Resource Access for Clients


That Are Not Domain Members
Lab: Troubleshooting Resource Access for
Clients That Are Not Domain Members
Exercise 1: Troubleshoot Device Registration
Task 1: Read the scenario
Read the scenario to identify how A. Datum Corporation has implemented the Device Registration
tool.

Task 2: Create an orientation session about Device Registration


Device Registration is required for accessing which application?

Answer: Device Registration is required to access the Sales and Ordering application. However, this
requirement might expand to other applications in the future.

How does Device Registration enhance application security?

Answer: Device Registration creates a device object in AD DS for the device. This behaves similarly to
a domain member computer, and you can restrict access to domain-member devices. This means that
users cannot access the application from random locations or devices.

Can desktop-support staff utilize the Device Registration tool during initial device configuration?

Answer: No. If more than one user is utilizing a single device, each user must perform Device
Registration. Device Registration uniquely identifies the combination of a user and a device, and
places a certificate on the device for that user and device combination. The device then uses this
certificate during authentication.

What information do users need to provide when registering a device by using the Device
Registration tool?
Answer: Users need to provide their user principal name (UPN) during Device Registration. This UPN
authenticates the user during the Device Registration process. The UPNs domain portion also
identifies the server to which the device connects for registration, which will be
deviceregistration.domainname.com.

What issues might prevent the Device Registration tool from registering a device properly?

Answer: Some of the common issues that might occur include:

Users entering an incorrect UPN. Some users might be confused and enter their email address
instead.

Lack of network connectivity. If the device is having network connectivity problems, then Device
Registration will fail.

Certificate trust issues. The certificates are from a trusted CA on the Internet. Therefore, this will not
be a common issue. However, when new certificates are implemented, some computers or devices
might need updates to have the proper trusted root CA.

Results: After completing this exercise, you should have created an outline that you can use for training
help-desk and desktop-support staff regarding how to configure Workplace Join successfully.
MCT USE ONLY. STUDENT USE PROHIBITED
L10-76 Troubleshooting Resource Access for Clients That Are Not Domain Members

Exercise 2: Troubleshooting Work Folders 1


Task 1: Read the scenario
Read the scenario to identify how A. Datum has implemented Work Folders.

Task 2: Create an orientation session about Work Folders


Which group of users is using Work Folders first?

Answer: The executives are using Work Folders first because they have a defined need for it currently.
Other user groups may use it in the future.

How does data on a users home drive synchronize with Work Folders?

Answer: A users home-drive data does not synchronize with Work Folders. The home-drive location
becomes the Work Folders. The mapped drive letter that executives received for their home folder is
the server location that stores Work Folders data.

Which devices does the Work Folders feature support?

Answer: At this time, Windows 10 and Windows 8.1 computers and tablets support the Work Folders
feature.

How do the executives connect to Work Folders?


Answer: Auto discovery has been configured for Work Folders. Therefore, during initial configuration,
executives provide their email addresses, of which the domain portion is used to locate the server at
workfolders.domainname.com.
Which user property defines the URL that a device uses to access Work Folders?

Answer: Each user account has an msDS-SyncServerURL attribute that defines the Work Folders
server for that user. You must configure this attribute manually when you implement multiple Work
Folders servers and use auto discovery.

What happens if executives do not have their smartphones available during authentication?

Answer: If executives do not have their smartphones available, they will not be able to authenticate.
This is the purpose of multifactor authentication. As an alternative access solution, executives could
use the virtual private network (VPN) to access their home drives.

Results: After completing this exercise, you will have created an outline for training help-desk and
desktop-support staff about the proper configuration of Work Folders.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L10-77

Exercise 3: Troubleshooting Work Folders 2


Task 1: Configure infrastructure requirements
1. On LON-DC1, on the taskbar, click the Windows PowerShell icon.

2. In Windows PowerShell, type the following cmdlet, and then press Enter:

Install-WindowsFeature FS-SyncShareService

Note: After the feature installs, a warning will display, because you have not enabled
Windows automatic updating. For the purposes of this lab, ignore this warning.

3. Minimize the Windows PowerShell window, and then on the taskbar, click the Server Manager icon.

4. In Server Manager, in the navigation pane, click File and Storage Services, and then click Work
Folders.

5. In the WORK FOLDERS section, click TASKS, and then select New Sync Share.

6. In the New Sync Share Wizard, on the Before you begin page, click Next.
7. On the Select the server and path page, in the Enter a local path text box, type C:\syncshare1,
click Next, and then click OK.

Note: If LON-DC1 is not listed in the Servers section, click Cancel. In Server Manager, click
Refresh, and then repeat this task beginning with step 5 and proceeding through the remaining
steps.

8. On the Specify the structure for user folders page, verify that User alias is selected, and then
click Next.

9. On the Enter the sync share name page, click Next to accept the default sync share name.

10. On the Grant sync access to groups page, click Add, and in the Enter the object name to select
text box, type Marketing. Click OK, and then click Next.

11. On the Specify device policies page, verify the two available options. Clear the Automatically lock
screen, and require a password check box, and then click Next.
12. On the Confirm selections page, click Create.

13. On the View Results page, click Close.

14. In Server Manager, in the WORK FOLDERS section, verify that syncshare1 is listed, and that in the
USERS section, the user Adam Barr is listed.

15. On the Start screen, type iis, and then click Internet Information Services (IIS) Manager.

16. In the Microsoft Internet Information Services (IIS) Manager, in the navigation pane, expand
LON-DC1 (ADATUM\Administrator). If a popup window appears, click No. Expand Sites, right-click
Default Web Site, and then select Edit Bindings.

17. In the Site Bindings dialog box, click Add.


18. In the Add Site Binding dialog box, in the Type box, click https. In the SSL certificate box, click
LON-DC1.adatum.com, click OK and then click Close.

19. Close the IIS Manager.


MCT USE ONLY. STUDENT USE PROHIBITED
L10-78 Troubleshooting Resource Access for Clients That Are Not Domain Members

Task 2: Create Group Policy settings to configure Work Folders


1. On LON-DC1, in Server Manager, click the Tools menu, and then click Group Policy Management.

2. In the Group Policy Management Console, in the navigation pane, expand Forest: Adatum.com,
expand Domains, expand Adatum.com, and then select Marketing.

3. Right-click Marketing, and then select Create a GPO in this domain, and Link it here. In the Name
text box, type Deploy Work Folders, and then click OK.

4. Right-click Deploy Work Folders, and then click Edit.

5. In the Group Policy Management Editor, under User Configuration, in the navigation pane, expand
Policies, expand Administrative Templates, expand Windows Components, and then click the
Work Folders node.

6. In the details pane, right-click Specify Work Folder settings, and then click Edit.

7. In the Specify Work Folder settings dialog box, click Enabled. In the Work Folders URL text box,
type https://lon-dc1.adatum.com, select the Force automatic setup check box, and then click OK.

8. Close the Group Policy Management Editor.

9. Switch to LON-CL1.
10. Sign out of LON-CL1.

11. Sign in as adatum\adam with the password Pa$$w0rd.

12. On the toolbar, click the File Explorer icon.


13. In the navigation pane, click Work Folders. Right-click in the details pane, click New, click Text
Document, and then name the file On LON-CL1.

Task 3: Deploy Work Folders


1. On LON-CL4, on the taskbar, right-click the Start icon and click Run.
2. In the Run dialog box, type \\lon-dc1.adatum.com\certenroll.

3. In the Enter Network credentials dialog box, enter the user name as administrator@adatum.com
and the password as Pa$$w0rd. Click OK.

4. In the certenroll window, double-click LON-DC1.Adatum.com_AdatumCA.crt.

5. In the Open File - Security Warning dialog box, click Open.

6. In the Certificate dialog box, click Install Certificate.


7. In the Certificate Import Wizard, click Local Machine and click Next.

8. In the User Account Control dialog box, click Yes.

9. On the Certificate Store page, click Place all certificates in the following store and click Browse.

10. On the Select Certificate Store page, click Trusted Root Certification Authorities and click OK.

11. On the Certificate Store page click Next.

12. On the Certificate Import Wizard page, click Finish.

13. Restart LON-CL4.

14. Sign in to LON-CL4 as Admin with the password Pa$$w0rd.

15. On LON-CL4, on the taskbar, right-click the Start icon, and then click Control Panel.

16. In Control Panel, in the Search Control Panel text box, type work, and then click Work Folders.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L10-79

17. On the Manage Work Folders page, click Set up Work Folders.

18. On the Enter your work email address page, click Enter a Work Folders URL instead.

19. On the Enter a Work Folders URL page, in the Work Folders URL text box, type
https://lon-dc1.adatum.com, and then click Next.

20. In the Windows Security dialog box, in the User name text box, type adatum\adam, and in the
Password text box, type Pa$$w0rd, and then click OK.

21. On the Introducing Work Folders page, review the local Work Folders location, and then click Next.

22. On the Security policies page, select the I accept these policies on my PC check box, and then
click Set up Work Folders.

23. On the Work Folders has started syncing with this PC page, click Close.

24. On the Work Folders page, verify that the On LON-CL1.txt file displays.

Task 4: Perform Work Folder Synchronization


1. On LON-CL4, in Work Folders, right-click in the details pane, click New, click Text Document, and
then in the Name text box, type On LON-CL4.

2. Switch to LON-CL1.
3. On LON-CL1, in Work Folders, verify that only the On LON-CL1 file displays.

Note: Work Folders synchronizes every 10 minutes by default. However, you can trigger
synchronization manually.

4. In the File Explorer window, in the navigation pane, right-click Work Folders, and then click
Sync Now.

5. Press F5 to refresh the view, and then verify that both files, On LON-CL1.txt and On LON-CL4.txt,
display in the details pane.

6. On the taskbar, right-click the Start button, and then click Network Connections.

7. Right-click Ethernet, and then click Disable. In the User Account Control dialog box, in the User
name text box, type Administrator. In the Password text box, type Pa$$w0rd, and then click Yes.

8. In Work Folders, double-click the On LON-CL1.txt file. The file opens in Notepad.

9. In Notepad, type Modified offline.


10. Close Notepad, and then click Save.

11. In Work Folders, right-click in the details pane, click New, click Text Document, and then name the
file Offline LON-CL1.

12. Switch to LON-CL4.

13. On LON-CL4, in Work Folders, double-click the On LON-CL1.txt file. The file opens in Notepad.

14. In Notepad, type Online modification. Close Notepad, and then click Save.

15. Switch to LON-CL1.

16. On LON-CL1, in the Network Connections window, right-click Ethernet, and then click Enable.
MCT USE ONLY. STUDENT USE PROHIBITED
L10-80 Troubleshooting Resource Access for Clients That Are Not Domain Members

17. In the User Account Control dialog box, in the User name text box, type Administrator, in the
Password text box, type Pa$$w0rd, and then click Yes.

18. Switch to Work Folders, and verify that files display in the details pane, including On LON-CL1 and
On LON-CL1-LON-CL1.

Note: Because you modified the file at two locations, a conflict occurred, and one of the
copies was renamed.

Task 5: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state:

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-DC1 and 10982B -LON-CL4.

Results: After completing this exercise, you will have configured and performed basic troubleshooting on
Work Folders.

Exercise 4: Troubleshooting OneDrive for Business


Task 1: Read the scenario
Read the scenario to identify how A. Datum has implemented Microsoft OneDrive for Business.

Task 2: Create an orientation session about OneDrive for Business


Which users in A. Datum will be using OneDrive for Business?
Answer: The Research department in A. Datum Corporation will be the first to use OneDrive for
Business. Other departments may use it in the future.

Where does OneDrive for Business store data?


Answer: OneDrive for Business stores data in a specialized document library within SharePoint Server
2013 or SharePoint Online. A. Datum has implemented OneDrive for Business as part of an on-
premises installation of SharePoint Server 2013. This allows A. Datum to retain complete control over
its data, and perform backups and archive data.

What software must Windows 8.1 devices have to synchronize files with OneDrive for Business?

Answer: The OneDrive for Business Windows Sync client can synchronize data to devices that are
running Windows 7, Windows 8, Windows Server 2008 R2, and Windows Server 2012.

Can non-Windows clients access OneDrive for Business?

Answer: Yes. An app is available for iOS devices. Additionally, any web browser that SharePoint
Server 2013 supports can access OneDrive for Business. Furthermore, it supports recent versions of
Internet Explorer, and most major browsers, such as Google Chrome, Safari, and Mozilla Firefox.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L10-81

Are there file-size limitations that researchers should be aware of with respect to synchronization?

Answer: There are several limitations that the researchers should be aware of with respect to
synchronization, including that:

o The OneDrive for Business Windows Sync client supports a maximum of 20,000 files in OneDrive
for Business.

o The maximum file size for downloads is 2 gigabytes (GB).

o The maximum data size for uploads is 250 megabytes (MB).

Results: After completing this exercise, you will have created an outline for training help-desk and
desktop-support staff about how to configure OneDrive for Business successfully.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L11-83

Module 11: Troubleshooting Applications


Lab A: Troubleshooting Desktop Apps
Exercise 1: Troubleshooting AppLocker Policy Applications
Task 1: Read the help-desk Incident Record for incident 723401
Read the help-desk Incident Record 723401 in the Student Handbook exercise scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the incident record in the Student Handbook exercise
scenario.

2. Discuss your recommendations with other students:

a. Visit the users computer.


b. Sign in as a member of the Marketing group and verify the application of the AppLocker
restriction policy.

c. If the policy is not applying, use the Group Policy Object (GPO) troubleshooting techniques to
determine why.

d. Assuming that the GPO is applying, examine the settings for the AppLocker policy.

e. Check for AppLocker enforcement requirements:


i. Application identity is service running.

ii. Default rules are being applied.

iii. Enforcement is enabled in the AppLocker policy.

Task 3: Verify the problem


1. Switch to LON-CL1.

2. Sign in by using the following credentials:

o User name: Adatum\Alan


o Password: Pa$$w0rd

3. On the desktop, on the taskbar, click the File Explorer icon.

4. In the File Explorer address bar, type \\lon-dc1\Apps\XmlNotepad.msi, and then press Enter.
5. When installation starts, click Cancel.

Note: This step shows that the AppLocker policy is not being enforced.

6. Sign out of LON-CL1.

7. Sign in to LON-CL1 as Adatum\Administrator with the password of Pa$$w0rd.


MCT USE ONLY. STUDENT USE PROHIBITED
L11-84 Troubleshooting Applications

Task 4: Attempt to resolve the problem


1. Switch to LON-DC1.

2. On LON-DC1, in the Server Manager window, click Tools, and then click Group Policy
Management.

3. In the Group Policy Management window, expand Forest: Adatum.com, expand Domains, expand
Adatum.com, expand Group Policy Objects, and then click Marketing.

4. Right-click Marketing, and then click Edit.

5. In the Group Policy Management Editor window, expand Computer Configuration, expand Policies,
expand Windows Settings, expand Security Settings, expand Application Control Policies, expand
AppLocker, and then click Windows Installer Rules.

6. Right-click Windows Installer Rules, and then click Create Default Rules.

7. Right-click Windows Installer Rules, and then click Create New Rule.
8. On the Before You Begin page, click Next.

9. On the Permissions page, select Deny, and then click Next.

10. On the Conditions page, select Path, and then click Next.
11. On the Path page, click Browse Files.

12. In the File name text box, type \\lon-dc1\apps, and then press Enter.

13. In the Open dialog box, double-click XmlNotepad.msi, and then click Next.

14. On the Exceptions page, click Next, and then click Create.

15. In the navigation pane, right-click AppLocker, and then click Properties.

16. In the AppLocker Properties dialog box, under Windows Installer rules, select the Configured check
box, and then click OK.

17. In the navigation pane, click System Services, and then double-click Application Identity.

18. In the Application Identity Properties dialog box, select the Define this policy setting check box,
click Automatic, and then click OK.

19. Close the Group Policy Management Editor window.

20. Right-click the Marketing OU, and then click Link an Existing GPO. Select Marketing, and then
click OK.

21. Close Group Policy Management.

22. In the Server Manager window, click Tools, and then click Active Directory Users and Computers.

23. In Active Directory Users and Computers, expand Adatum.com, and then click Computers.

24. Right-click LON-CL1, and then click Move.

25. In the Move dialog box, click Marketing, and then click OK.

26. Switch to LON-CL1.

27. In LON-CL1, right-click Start, and then click Command Prompt.

28. In the Command Prompt window, at the command prompt, type the following command, and then
press Enter:

gpupdate /force
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L11-85

29. At the command prompt, type the following command, and then press Enter:

shutdown /r /t 0

30. When LON-CL1 has restarted, sign in by using the following credentials:

o User name: Adatum\Alan

o Password: Pa$$w0rd

31. On the desktop, on the taskbar, click the File Explorer icon.

32. In the File Explorer address bar, type \\lon-dc1\Apps\XmlNotepad.msi, and then press Enter.

33. In the Windows Installer dialog box, click OK.

34. Update the Resolution section of the incident record with the following comments:

o Enabled Default Windows Installer rules.

o Verified the installer path in the Deny rule.

o Turned on AppLocker enforcement.

o Configured policy to start the Application Identity service.

o Moved a computer, LON-CL1, to Marketing OU to test the policy.

Results: After completing this exercise, you should have successfully resolved the AppLocker policy
application problem.

Exercise 2: Troubleshooting Application Compatibility Issues


Task 1: Identify compatibility issues
1. If necessary, sign in to LON-CL1 as Adatum\Alan with the password Pa$$w0rd.

2. On the desktop, on the taskbar, click the File Explorer icon.

3. Navigate to C:\Program Files (x86)\StockViewer, and then double-click StockViewer.

4. In the Permission denied dialog box, click OK.

5. On the Stock Viewer toolbar, click Trends.

6. In the Error dialog box, click OK.


7. On the Tools menu, click Options.

8. In the Stock Viewer dialog box, click Continue.

9. On the Tools menu, click Show Me a Star.

10. In the Unsupported Version dialog box, click OK.

11. Close Stock Viewer.

12. If a Program Compatibility Assistant window opens, click This program ran correctly.

13. In the File Explorer window, right-click StockViewer, and then click Run as administrator.
MCT USE ONLY. STUDENT USE PROHIBITED
L11-86 Troubleshooting Applications

14. In the User Account Control dialog box, provide the following credentials, and then click Yes:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

15. On the Stock Viewer toolbar, click Trends.

16. On the Tools menu, click Options, and then click OK.

17. On the Tools menu, click Show Me a Star, and then click OK.

18. Close Stock Viewer, and then sign out of LON-CL1.

Task 2: Create a compatibility fix


1. Sign in to LON-CL1 as Adatum\Administrator with the password Pa$$w0rd.

2. Click the Windows button, and then click All apps.

3. Click Windows Kits, and then click Compatibility Administrator (32-bit).

4. In the Compatibility Administrator (32-bit) New Database (1) [Untitled_1] dialog box, right-
click New Database(1) [Untitled_1], and then click Rename.

5. Type AdatumACT, and then press Enter.

6. In the Compatibility Administrator window, right-click AdatumACT [Untitled_1]*, click Create New,
and then click Application Fix.

7. In the Create New Application Fix Wizard, in the Name of the program to be fixed text box, type
StockViewer.
8. Click Browse.

9. In the Find Binary window, browse to C:\Program Files (x86)\StockViewer\StockViewer.exe, and


then click Open.
10. In the Create new Application Fix window, click Next.

11. On the Compatibility Modes page, select the Run this program in compatibility mode for check
box, click the drop-down list, and then click Windows XP.

12. In the Additional compatibility modes section, scroll down, select the RunAsAdmin check box, and
then click Next.

13. On the Compatibility Fixes page, click Next.


14. On the Matching Information page, click Finish.

15. In the Compatibility Administrator window, click Save.

16. In the Save Database window, browse to c:\.

17. In the File name text box, type AdatumACT, and then click Save.

18. Close the Compatibility Administrator window.

19. Sign out of LON-CL1.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L11-87

Task 3: Test the compatibility fix


1. Sign in to LON-CL1 as Adatum\Alan with the password Pa$$w0rd.

2. Click the Windows button, and then type cmd.

3. Right-click Command Prompt, and then click Run as administrator.

4. In the User Account Control dialog box, enter the following credentials, and then click Yes:

o User name: Adatum\administrator

o Password: Pa$$w0rd

5. At the command prompt, type the following command, and then press Enter:

Sdbinst C:\AdatumACT.sdb

6. On the desktop, on the taskbar, click the File Explorer icon.

7. In File Explorer, navigate to C:\Program Files (x86)\StockViewer and then double-click


StockViewer.

8. In the User Account Control dialog box, enter the following credentials, and then click Yes:
o User name: Adatum\administrator

o Password: Pa$$w0rd

9. On the Stock Viewer toolbar, click Trends.


10. On the Tools menu, click Options.

11. Click OK to close the message box.

12. On the Tools menu, click Show Me a Star, and then click the star.
13. Close the Stock Viewer application.

14. If the Program Compatibility Assistant window opens, click Yes, this program worked correctly.

15. Sign out of LON-CL1.

Results: After completing this exercise, you should have successfully resolved the issues with the Stock
Viewer application.
MCT USE ONLY. STUDENT USE PROHIBITED
L11-88 Troubleshooting Applications

Lab B: Troubleshooting Access to Company


Web Applications
Exercise 1: Troubleshooting Internet Explorer Issues
Task 1: Verify the issue
1. In LON-CL1, sign in as Adatum\Ed with the password Pa$$w0rd.

2. Click the Windows button, click All apps, click Windows Accessories, and then click Internet
Explorer.
3. In the Internet Explorer 11 window, click Use recommended security and compatibility settings,
and then click OK.

4. In the Internet Explorer Address bar, type http://intranet.adatum.com, and then press Enter.
5. Verify that the website displays correctly. If you press the ALT key, click the Tools menu, and then
verify that the Enterprise Mode menu item is not visible.

6. Sign out of LON-CL1.

Task 2: Configure Internet Explorer Enterprise Mode


1. Switch to LON-DC1.

2. On LON-DC1, on the taskbar, click the File Explorer icon.

3. In File Explorer, click E:\, and then click Labfiles.


4. Double-click the EMIESiteListManager.msi file.

5. In the Enterprise Mode Site List Manager Setup window, click Next.

6. On the End-User License Agreement page, select the check box for I accept the terms in the
License Agreement, and then click Next.

7. On the Destination Folder page, click Next.

8. On the Ready to install Enterprise Mode Site List Manager page, click Install.
9. On the Completed the Enterprise Mode Site List Manager Setup Wizard page, click Finish.

10. Click the Windows button, type Enterprise, and then click Enterprise Mode Site List Manager.

11. In the Enterprise Mode Site List Manager for Windows 10 window, click Add.

12. In the Add new website window, in the URL text box, type intranet.adatum.com. In the Compat
Mode drop-down list box, click IE9 Document Mode, and then click Save.

13. If a dialog box opens, click Yes.

14. Click the File menu, and then click Save to XML.

15. In the Save as dialog box, navigate to c:\inetpub\wwwroot. In the File name text box, type
AdatumEnterpriseMode, and then click Save.
16. Close Enterprise Mode Site List Manager.

17. Click the Windows button, and then click Internet Explorer.

18. In the Internet Explorer window, in the Address bar, type http://lon-dc1.adatum.com
/AdatumEnterpriseMode.xml, and then press Enter.

19. Verify that the XML file opens correctly.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L11-89

20. Close Internet Explorer.

21. Switch to the Server Manager window, click Tools, and then click Group Policy Management.

22. If necessary, in the Group Policy Management window, expand Forest: Adatum.com, expand
Domains, expand Adatum.com, expand Group Policy Objects.

23. Right-click Group Policy Objects, and then click New. Name the new policy Internet Explorer
Enterprise Mode Policy. Click OK.

24. Right-click Internet Explorer Enterprise Mode Policy, and then click Edit.

25. In the Group Policy Management Editor window, in the left pane, expand Computer Configuration,
expand Policies, expand Administrative Templates, expand Windows Components, and then click
Internet Explorer.

26. Notice that the Let users turn on and use Enterprise Mode from the Tools menu setting is not
present.

27. Close the Group Policy Management Editor window.

28. Close the Group Policy Management window.


29. Switch to the File Explorer window.

30. In the File Explorer window, in the address bar, type C:\Windows, and then press Enter.

31. In the content pane, right-click PolicyDefinitions, and then click Copy.
32. In the address bar, type \\LON-DC1\SYSVOL\Adatum.com\Policies, and then press Enter.

33. In the content pane, right-click any empty space, and then click Paste.

34. Switch to LON-CL1.

35. In LON-CL1, sign in as Adatum\Administrator with the password Pa$$w0rd.

36. Right-click Start, and then click Command Prompt.

37. In the Command Prompt window type the following two commands, press Enter after each command
and press Y and Enter when asked to overwrite the files:

Copy c:\Windows\PolicyDefinitions\inetres.admx \\LON-


DC1\SYSVOL\Adatum.com\Policies\PolicyDefinitions\inetres.admx
Copy c:\Windows\PolicyDefinitions\en-US\inetres.adml \\LON-
DC1\SYSVOL\Adatum.com\Policies\PolicyDefinitions\en-US\inetres.adml

38. Sign out of LON-CL1.

39. Switch to LON-DC1.

40. On LON-DC1, switch to the Server Manager window, click Tools, and then click Group Policy
Management.

41. If a Group Policy Management is loading windows appears, close the window.
42. If necessary, in the Group Policy Management window, expand Forest: Adatum.com, expand
Domains, expand Adatum.com, expand Group Policy Objects.

43. Right-click Internet Explorer Enterprise Mode Policy, and then click Edit.

44. In the Group Policy Management Editor window, in the left pane, expand Computer Configuration,
expand Policies, expand Administrative Templates, expand Windows Components, and then click
Internet Explorer.
MCT USE ONLY. STUDENT USE PROHIBITED
L11-90 Troubleshooting Applications

45. In the content pane, double-click Let users turn on and use Enterprise Mode from the Tools
menu.

46. Click Enabled, and then click OK.

47. In the content pane, double-click Use the Enterprise Mode IE website list.

48. Click Enabled, in the Type the location (URL) of your Enterprise Mode IE website list text box,
type http://lon-dc1.adatum.com/AdatumEnterprisemode.xml, and then click OK.

49. Close the Group Policy Management Editor window.

50. In the Group Policy Management window, right-click the Adatum.com domain, and then click Link
an existing GPO.

51. In the Select GPO window, click Internet Explorer Enterprise Mode Policy, and click OK.

Task 3: Verify that the issue is resolved


1. In LON-CL1, sign in as Adatum\Ed with the password Pa$$w0rd.
2. Click the Windows button, type gpupdate, and then press Enter.

3. Click the Windows button, click All apps, click Windows Accessories, click Internet Explorer, and
then wait two minutes.
4. In the Internet Explorer window, press the ALT key, click the Tools menu, and then click Enterprise
Mode.

5. In the Internet Explorer Address bar, type http://intranet.adatum.com, and then press Enter.
6. Verify that the website displays correctly, and if you press the ALT key, click the Tools menu, and then
verify that Enterprise Mode is greyed out because the site runs in Enterprise Mode.

7. Sign out of LON-CL1.


8. Leave the virtual machines running for the next lab.

Results: After completing this exercise, you should have successfully resolved the Internet Explorer 11
issue by configuring Enterprise Mode.

Exercise 2: Troubleshooting Microsoft Edge Issues


Task 1: Read the help-desk Incident Record for incident 723415
Read the help-desk Incident Record 723415 in the Student Handbook exercise scenario.

Task 2: Discuss recommendations


1. Read the Additional Information section of the incident record in the Student Handbook exercise
scenario.

2. Discuss your recommendations with other students:


a. Visit the users computer and view the problem.

b. Review the Microsoft Edge configuration options.

c. Enable the Home button.

d. Import favorites from Internet Explorer.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L11-91

Task 3: Attempt to resolve the problem


1. Switch to LON-CL1.

2. Sign in as Adatum\Colin with the password Pa$$w0rd.

3. On the desktop, on the taskbar, click the Microsoft Edge icon.

4. In Microsoft Edge, notice that there is no home button in the Microsoft Edge interface.

5. In the Microsoft Edge window, on the toolbar, click the ellipsis ().

6. Click Settings, scroll down, and then click View advanced settings.

7. Click the Show the home button switch.

8. Click in the webpage area.

9. Click on the Hub (three vertical lines). Notice that there are no favorites.

10. Click Import favorites, and then click Import.

11. Close the hub, and then reopen the hub.


12. Notice that the favorites from Internet Explorer now display in Microsoft Edge.

13. Update the Resolution section of the Incident Record with the following text:

a. Turned on home button in advanced settings.


b. Clicked Import favorites in the hub to import Internet Explorer favorites.

Task 4: To prepare for the next lab


After you have completed the practice session, revert the virtual machines in preparation for the lab.

1. On the host computer, start Hyper-V Manager.


2. In the Virtual Machines list, right-click 10982B-LON-CL1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B -LON-DC1.

Results: After completing this exercise, you should have successfully resolved the Microsoft Edge issue.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L12-93

Module 12: Maintaining Windows 10


Lab: Monitoring and Troubleshooting
Performance
Exercise 1: Resolve a Performance-Related Issue
Task 1: Establish a performance baseline
1. If necessary, sign in to LON-CL1 as Adatum\administrator with the password Pa$$w0rd.

2. In the Performance Monitor, in the navigation pane, click User Defined.

3. Right-click User Defined, hover over New, and then click Data Collector Set.

4. In the Create new Data Collector Set Wizard, on the How would you like to create this new data
collector set? page, in the Name text box, type Adatum Baseline.
5. Select the Create manually (Advanced) option, and then click Next.

6. On the What type of data do you want to include? page, select the Performance counter check
box, and then click Next.
7. On the Which performance counters would you like to log? page, in the Sample interval field,
type 1, and then click Add.

8. In the Available counters list, expand Memory, click Pages/sec, and then click Add.
9. In the Available counters list, expand Network Interface, select Packets/sec, and then click Add.

10. In the Available counters list, expand Physical Disk, click % Disk Time, click 0 C:, and then click
Add.

11. Under Physical Disk, click Avg. Disk Queue Length, click 0 C:, and then click Add.

12. In the Available counters list, expand Processor, click % Processor Time, and then click Add.

13. In the Available counters list, expand System, click Processor Queue Length, click Add, and then
click OK.

14. On the Which performance counters would you like to log? page, click Next.

15. On the Where would you like the data to be saved? page, click Next.
16. On the Create the data collector set page, click Finish.

17. In the navigation pane, right-click Adatum Baseline, and then click Start.

18. Click the Windows button, click All apps, and then click Word 2016.

19. Click the Windows button, click All apps, and then click Excel 2016.

20. Click the Windows button, click All apps, and then click PowerPoint 2016.

21. Close all open Microsoft Office 2016 apps.

22. Switch to the Performance Monitor.

23. In the Performance Monitor, in the navigation pane, right-click Adatum Baseline, and then
click Stop.

24. In the Performance Monitor, in the navigation pane, expand Reports, expand User Defined, expand
Adatum Baseline, and then click the report that has a name that begins with LON-CL1.
MCT USE ONLY. STUDENT USE PROHIBITED
L12-94 Maintaining Windows 10

25. View the chart.

26. On the toolbar, click the drop-down arrow, and then click Report.

27. Record the following values:

o Memory Pages per second

o Network Interface Packets per second

o Physical Disk (0 C:) % Disk Time

o Physical Disk (0 C:) Avg. Disk Queue Length

o Processor % Processor Time

o System Processor Queue Length

Task 2: Read the help-desk Incident Record for incident 728533


Read the help-desk Incident Record 728533 in the Student Handbook exercise scenario.

Task 3: Discuss recommendations


1. Read the Additional Information section of the incident record in the Student Handbook exercise
scenario.

2. Discuss your recommendations with other students:

a. Visit the users computer.


b. Load the Performance Monitor to collect performance data by using a data collector set.

c. Compare with the baseline report generated in the test environment.

d. Identify the bottlenecked resource, if any.

Task 4: Simulate the problem


1. If necessary, switch to LON-CL1.

2. If necessary, sign in using the following credentials:

o User name: Adatum\Administrator

o Password: Pa$$w0rd

3. On the desktop, on the taskbar, click the File Explorer icon.

4. In File Explorer, expand drive D, expand Labfiles, and then expand Mod12.

5. Double-click the Exercise1.vbs file.

6. Verify that the script starts to generate load.

Task 5: Attempt to resolve the problem


1. Switch to the Performance Monitor.

2. Under Data Collector Sets, click User Defined.

3. Right-click Adatum Baseline, and then click Start.

4. Click the Windows button, type perfmon /res, and then press Enter.

Note: Notice in Resource Manager, which components are under strain. This will vary
depending on the usage scenario and host configuration. However, the central processing unit
(CPU) is likely to be heavily used.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L12-95

5. After a few minutes, in the Windows Script Host prompt, click OK.

6. Close the instance of C:\Windows\System32\cmd.exe that the script launched.

7. Switch to the Performance Monitor.

8. In the navigation pane, right-click Adatum Baseline, and then click Stop.

9. In the Performance Monitor, in the navigation pane, expand Reports, expand User Defined, expand
Adatum Baseline, and then click on the second report that has a name that begins with LON-CL1.

10. View the chart.

11. On the toolbar, click the drop-down arrow, and then click Report.

12. Record the component details:

o Memory Pages per second

o Network Interface Packets per second


o Physical Disk % Disk Time

o Physical Disk Avg. Disk Queue Length

o Processor % Processor Time


o System Processor Queue Length

Note: Notice that the CPU and the network are being affected the most by the script.

13. Close all open windows and programs.

14. Update the Resolution section of the incident record with the following comment:

o The user should either:


Run fewer programs simultaneously.
Get a computer with a faster CPU.
15. Sign out of LON-CL1.

16. Leave the virtual machines running for the next lab.

Results: After completing this exercise, you should have identified the cause of the performance
bottleneck.
MCT USE ONLY. STUDENT USE PROHIBITED
L12-96 Maintaining Windows 10

Exercise 2: Resolve a CPU-Related Performance Issue


Task 1: Prepare for the performance problem
1. If necessary, switch to LON-CL1.

2. Sign in with the following credentials:

o Username: Adatum\Lola

o Password: Pa$$w0rd

o Domain: Adatum

3. Sign out of LON-CL1.


4. Sign back in to LON-CL1 with the following credentials:

o Username: Adatum\Administrator

o Password: Pa$$w0rd

o Domain: Adatum

5. On the desktop, on the taskbar, click the File Explorer icon.

6. In File Explorer, expand drive D, expand Labfiles, and then expand Mod12.
7. Double-click on the Exercise2cmd.cmd file.

8. Sign out of LON-CL1.

Task 2: Read the help-desk Incident Record for incident 728534


Read the help-desk Incident Record 728534 in the Student Handbook exercise scenario.

Task 3: Simulate the problem


1. If necessary, switch to LON-CL1.

2. Sign in with the following credentials:

o Username: Adatum\Lola

o Password: Pa$$w0rd

o Domain: Adatum

3. On the desktop, right-click on the taskbar, and then click Task Manager.

4. In Task Manager, if necessary, click More details.

5. Verify that the headline in the CPU column should sometimes be red and close to 100 percent.

Task 4: Attempt to resolve the problem


1. In Task Manager, click the Details tab.

2. Click the CPU column to sort by decreasing CPU usage.

3. Click the cmd.exe process that utilizes the most CPU usage, and then click End task.

4. In Task Manager, click End process.


5. Click the Processes tab.

6. Verify that the CPU usage has dropped significantly.

7. Click the Startup tab.


MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L12-97

8. Click Exercise2, and then click Disable.

9. Sign out of LON-CL1.

10. Sign back in to LON-CL1 with the following credentials:

o Username: Adatum\Lola

o Password: Pa$$w0rd

o Domain: Adatum

11. On the desktop, right-click on the taskbar, and then click Task Manager.

12. Verify that the headline in the CPU column is no longer red.

13. Sign out of LON-CL1.

14. Update the Resolution section of the Incident Record with the following comment:

o Process stopped with excessive CPU usage.


o Disabled app in startup.

Results: After completing this exercise, you should have successfully resolved a CPU-related performance
problem.

Exercise 3: Resolve a Disk-Related Performance Issue


Task 1: Read the help-desk Incident Record for incident 728535
Read the help-desk Incident Record 728535 in the Student Handbook exercise scenario.

Task 2: Simulate the problem


1. If necessary, switch to LON-CL1.

2. Sign in with the following credentials:

o Username: Adatum\Administrator
o Password: Pa$$w0rd

o Domain: Adatum

3. On the desktop, on the taskbar, click the File Explorer icon.


4. In File Explorer, expand drive D, expand Labfiles, and then expand Mod12.

5. Double-click the Exercise3.cmd file.

Note: Notice that the script starts to generate load, and that the computer is reacting
slowly.

6. Click the Windows button.


MCT USE ONLY. STUDENT USE PROHIBITED
L12-98 Maintaining Windows 10

Task 3: Attempt to resolve the problem


1. Click the Windows button, type perfmon, and then press Enter.

2. In the Performance Monitor, in the left pane, expand Data Collector Sets, and then click User
Defined.

3. Right-click Adatum Baseline, and then click Start.

4. Click the Windows button, type perfmon /res, and then press Enter.

Note: Notice in Resource Manager, which components are under strain. This will vary
depending on the usage scenario and host configuration. However, disk is likely to be heavily
used.

5. After a few minutes, switch to the Performance Monitor.

6. In the navigation pane, right-click Adatum Baseline, and then click Stop.

7. In the Performance Monitor, in the navigation pane, expand Reports, expand User Defined, expand
Adatum Baseline, and then click on the third report, which has a name that begins with LON-CL1.

8. View the chart.

9. On the toolbar, click the drop-down arrow, and then click Report.

10. Record the component details:

o Memory Pages per second


o Network Interface Packets per second

o Physical Disk % Disk Time

o Physical Disk Avg. Disk Queue Length


o Processor % Processor Time

o System Processor Queue Length

11. Compare the recorded values with the baseline values created in exercise 1.

Note: Notice that the script is affecting the disk. The disk is at approximately 99 percent
utilization.

12. Close all open windows and programs.

13. Update the Resolution section of the Incident Record with the following comment:

o The disk is the bottleneck on this computer. This might be due to:
A slow disk.
A program utilizing all disk resources.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L12-99

Task 4: To prepare for the next module


When you have finished the lab, revert the virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-DC1, and then click Revert.

3. In the Revert Virtual Machine dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-CL1.

Results: After completing this exercise, you should have successfully resolved a disk-related performance
problem.
MCT USE ONLY. STUDENT USE PROHIBITED
MCT USE ONLY. STUDENT USE PROHIBITED
L13-101

Module 13: Recovering Data and Operating Systems


Lab A: Recovering Data
Exercise 1: Resolving Issues with Previous Versions
Task 1: Read the help-desk Incident Record for incident 728023
Read the help-desk Incident Record 728023 in the Student Handbook exercise scenario.

Task 2: Update the Plan of Action section of the Incident Record


1. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.

2. Update the Plan of Action section of the Incident Record with your recommendations:

a. Visit the users computer.


b. Attempt to reproduce the problem.

c. Try to restore a previous version of the C:\Data\Sales.txt file.

3. Troubleshoot the error, and investigate network settings.

Task 3: Simulate the problem


1. On LON-CL1, on the taskbar, click the File Explorer icon.

2. In File Explorer, in the navigation pane, expand Allfiles (D:), expand Labfiles, click Mod13, and then
in the details pane, double-click LabA.bat.
3. In the navigation pane, expand Local Disk (C:), and then click Data. In the details pane, right-click
Sales.txt, select Properties, and then select the Previous Versions tab.

4. On the Previous Versions tab, in the File versions section, select the lowest Sales.txt version, and
then click Restore.

5. Read the error message, click Cancel, and then click OK.

Task 4: Attempt to resolve the problem


1. On LON-CL1, right-click Start, and then click Command Prompt.

2. In the Command Prompt window, at a command prompt, type the following command, and then
press Enter:

ping LON-DC1.Adatum.com

3. Notice that although an error message stated that \\LON-DC1.Adatum.com\backup is not available,
you get a response from LON-DC1.Adatum.com.

4. Verify that LON-DC1.Adatum.com is resolved to the IP address 127.0.0.1, which is the loopback
address.

5. In File Explorer, in the navigation pane, expand Windows, expand System32, expand drivers, and
then select etc. In the details pane, double-click hosts, select Notepad, and then click OK.

6. In Notepad, delete the last line in the file, which maps LON-DC1.Adatum.com to IP address
127.0.0.1.

7. Close Notepad, and then click Save.

8. At a command prompt, type ping LON-DC1.Adatum.com, and then press Enter.


MCT USE ONLY. STUDENT USE PROHIBITED
L13-102 Recovering Data and Operating Systems

9. Verify that this time the error message is different, and the ping request could not find the host
LON-DC1.Adatum.com.

10. On the taskbar, right-click Start, and then click Network Connections.

11. In Network Connections, right-click Ethernet, and then click Enable.

12. At a command prompt, type the following command, and then press Enter:

ipconfig

13. Verify that the network adapter has the address from the 192.168.0 network, while Adatum is using
addresses from the 172.16.0 network.

14. In Network Connections, double-click Ethernet, click Properties, and then select Internet Protocol
Version 4 (TCP/IPv4). Click Properties, select Obtain an IP address automatically, click OK, and
then click Close twice.

15. At a command prompt, type the following command, and then press Enter:

ping LON-DC1.Adatum.com

16. Verify that this time, LON-DC1.Adatum.com resolves to 172.16.0.10, which is the correct IP address,
and that you receive four replies.

17. In File Explorer, in the navigation pane, click Data. In the details pane, double-click Sales.txt.
18. Verify that the file includes the text Before restore point, and then close Notepad.

19. In File Explorer, right-click Sales.txt, and then click Properties.

20. In the Properties dialog box, click the Previous Versions tab. In the File versions section, select
the lowest version of Sales.txt, click Restore, click Replace the file in the destination, and then
click OK.

21. Double-click Sales.txt. Verify that it does not include the text Before restore point, and then close
Notepad.

22. Update the Resolution section of the Incident Record with the following comment:

o The user was not able to restore an older version of the Sales.txt document because they had
networking issues. There was an incorrect entry in the hosts file, the network adapter was
configured with incorrect IP settings, and it was disabled. I was able to restore a previous version
of the document after resolving those issues.

Note: Congratulations, you successfully resolved the problem.

Task 5: To prepare for the next lab


When you have finished the lab, revert all virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-DC1, and then click Revert.

3. In the Revert Virtual Machines dialog box, click Revert.


4. Repeat steps 2 and 3 for 10982B-LON-CL1.

Results: When you have complete this exercise, you should have recovered a previous version of the file.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L13-103

Lab B: Provisioning Computers to Comply


with Company Standards
Exercise 1: Provisioning a Computer to Comply with Company Standards
Task 1: Read the help-desk Incident Record for incident 728140
1. Read the help-desk incident record 728140 in the Student Handbook exercise scenario.

2. Read the Additional Information section of the Incident Record in the Student Handbook exercise
scenario.
3. Update the Plan of Action section of the Incident Record with your recommendations:

a. Visit the user and inspect his computer.

b. Verify that the computer currently does not comply with company policy.

c. Create a provisioning package, and then apply it to the computer.

4. Verify that the computer now complies with company policy.

Task 2: Verify computer settings


1. On LON-DC1, in Server Manager, click Tools, and then click Active Directory Users and Computers.
2. In Active Directory Users and Computers, in the navigation pane, expand Adatum.com, expand
Marketing, and then click Computers. In the details pane, verify that no computer account is
present.

3. On LON-CL4, on the taskbar, click the File Explorer icon.

4. In File Explorer, in the navigation pane, right-click This PC, and then click Properties.

5. In the System window, in the Computer name, domain, and workgroup settings section, verify that
computer that the name is LON-CL4, and that it is in workgroup named WORKGROUP.

6. Close the System window.

7. In File Explorer, in the navigation pane, right-click This PC, and then click Manage.
8. In Computer Management, in the navigation pane, expand Local Users and Groups, click Users, and
then in the details pane, verify that LocalUser is not present.

9. Close Computer Management.


10. In File Explorer, in the navigation pane, expand This PC, expand Local Disk (C:), expand Users,
expand Public, click Public Documents, and then in the details pane, verify that this folder is empty.

Task 3: Create and apply a provisioning package


1. On LON-CL2, click Start, and then click All Apps. Scroll down the list, select and expand Windows
Kits, scroll down within Windows Kits, and then click Windows Imaging and Configuration
Designer.

2. In Windows Imaging and Configuration Designer, click the New provisioning package icon.

3. In the New Project Wizard, on the Enter project details page, in the Name text box, type Standard
Workstation. In the Description text box, type Lab B Provisioning Package, and then click Next.

4. On the Choose which settings to view and configure page, select Common to all Windows
desktop editions, and then click Next.
MCT USE ONLY. STUDENT USE PROHIBITED
L13-104 Recovering Data and Operating Systems

5. On the Import a provisioning package (optional) page, click Finish.

6. On LON-CL2, in Windows Imaging and Configuration Designer, in the navigation pane, expand
Deployment assets, and then review the assets that you can add to the deployment.

7. In the navigation pane, expand Runtime settings, expand Accounts, expand ComputerAccount,
and then click Account. In the details pane, in the Any text text box, type Adam.

8. In the navigation pane, click AccountOU. In the details pane, in the Any text text box, type
OU=Computers, OU=Marketing,DC=Adatum,DC=com.

9. In the navigation pane, click ComputerName. In the details pane, in the Any text text box, type
MarketingComp%RAND:2%.

10. In the navigation pane, click DomainName. In the details pane, in the Any text text box, type
Adatum.com.

11. In the navigation pane, click Password, and then in the details pane, in the Any text text box, type
Pa$$w0rd.

12. In the navigation pane, click Users. In the details pane, in the UserName text box, type LocalUser,
and then click Add.

13. In the navigation pane, click UserName: LocalUser. In the details pane, in the Password text box,
type Pa$$w0rd.

14. In the navigation pane, expand Folders, and then click PublicDocuments. In the details pane, click
Browse, click Local Disk (C:), double-click Labfiles, double-click Mod13, double-click Reports, click
Report.txt, click Open, and then click Add.
15. In Windows Imaging and Configuration Designer, on the toolbar, click Export, and then click
Provisioning package.

16. In the Build wizard, on the Describe the provisioning package page, click Next.

17. On the Select security details for the provisioning package, clear the Encrypt package check box,
and then click Next.

18. On the Select where to save the provisioning package page, click Browse, click This PC, and then
double-click Floppy Disk Drive (A:).

19. In the File name box, type Standard Workstation, click Save, click Next, click Build, and then click
Finish.
20. In the 10982B-LON-CL2 window, click Media, select Diskette Drive, and then click Eject
Transfer.vfd.

21. In the 10982B-LON-CL4 window, click Media, select Diskette Drive, and then click Insert Disk.

22. In the Open dialog box, in the navigation pane, click Local Disk (C:). In the details pane, double-click
Program Files, double-click Microsoft Learning, double-click 10982, double-click Drives, select
Transfer.vfd, and then click Open.
23. On LON-CL4, on the taskbar, click the File Explorer icon.

24. In File Explorer, in the navigation pane, click This PC. In the details pane, double-click Floppy Disk
Drive (A:), and then double-click Standard Workstation.ppkg.

25. In the User Account Control dialog box, click Yes, read the note on the Is this package from a
source you trust page, and then click Yes, add it.

26. Wait until LON-CL4 restarts, and then sign in as the user Admin with the password Pa$$w0rd.
MCT USE ONLY. STUDENT USE PROHIBITED
Supporting and Troubleshooting Windows 10 L13-105

Task 4: Verify that computer complies with company policy


1. On LON-DC1, on the taskbar, click Server Manager. In Server Manager, click Tools, and then click
Active Directory Users and Computers.

2. In Active Directory Users and Computers, in the navigation pane, expand Adatum.com, expand
Marketing, and then click Computers. In the details pane, verify that MARKETINGCOMP computer
account is present. (MARKETINGCOMP is followed by two digits).

3. On LON-CL4, on the taskbar, click the File Explorer icon.

4. In File Explorer, in the navigation pane, right-click on This PC, and then select Properties. In the
computer name, domain, and workgroup settings section, verify that the computer name is
MarketingComp, followed by two digits, and that it is in the Adatum.com domain.

5. Close the System window.

6. In File Explorer, in the navigation pane, right-click This PC, and then click Manage.

7. In Computer Management, in the navigation pane, expand Local Users and Groups, click Users, and
then in the details pane, verify that LocalUser is present.

8. Close Computer Management.

9. In File Explorer, in the navigation pane, expand This PC, expand Local Disk (C:), expand Users,
expand Public, and then click Public Documents. In the details pane, double-click Report.txt, and
then view its contents in Notepad.

10. Close Notepad.

Note: Congratulations. You successfully confirmed that the computer now complies with
company policy.

Task 5: To revert the virtual environment


When you have finished the lab, revert all virtual machines to their initial state.

1. On the host computer, start Hyper-V Manager.

2. In the Virtual Machines list, right-click 10982B-LON-DC1, and then click Revert.

3. In the Revert Virtual Machines dialog box, click Revert.

4. Repeat steps 2 and 3 for 10982B-LON-CL2 and 10982B-LON-CL4.


MCT USE ONLY. STUDENT USE PROHIBITED