TROUBLESHOOTING AND SUPPORTING WINDOWS 11 : creating robust, reliable, sustainable, and... secure systems

Table of Contents About the Author Introduction Part I: Troubleshooting Fundamentals Chapter 1: Introducing Troubleshooting in Windows 11 How Windows 11 Came About How Windows 11 Differs from Windows 10 How Windows 11 Will Change During Its Life Where Will All the Little Applets Go? Windows 11 Editions Windows 11 Update Channels Windows 11 Home Windows 11 Pro (Stand-Alone PC) Windows 11 Pro and Enterprise Windows 11 LTSC Windows 11 IoT Editions Windows 11 Lifecycle Useful Windows 11 Features Snap Layouts Quick Settings The Windows Insider Program How to Use This Book Linux on Windows The Fundamentals of Providing High-Quality Support Summary Chapter 2: Tools and Utilities Used Throughout This Book Settings Control Panel Windows Security Windows Tools Windows Terminal Windows Subsystem for Linux Recovery Console Command Prompt Microsoft Sysinternals Suite Other Third-Party Tools Support Websites Hardware Driver and Support Websites Cloud and Online Service Status Websites Summary Chapter 3: Building a Robust and Secure PC Ecosystem Understanding System Restore Configuring System Restore Configuring System Restore Using Scripting Restoring System Restore Backups The USB Recovery Drive USB Drives and Fast Boot Creating a USB Recovery Drive File Backup and Restore Group Policy Displaying Detailed Status Messages Hide Specific Control Panel Items Configure Remote Desktop Access Block Inbound Connections for Public Networks Enable Firewall Logging Disable Removable Storage Troubleshooting and Diagnostics Deactivate AutoPlay Managing Event Logging and Error Reporting Additional Group Policy Settings Local Security Policy Biometrics and Two-Factor Authentication The Windows Security Center Virus and Threat Protection Excluded Items Controlled Folder Access Reputation-Based Protection Exploit Protection Device Security Protection History The Windows Advanced Firewall Troubleshooting and Repairing the Windows Firewall Summary Chapter 4: Configuring Windows 11 Using Group Policy to Manage Configuration and Settings Hiding Settings Hiding Control Panel Items and Windows Tools Using the Registry to Restrict Windows Tools Access Managing Programs and Apps Managing User Accounts Local vs. Roaming User Environment Variables Moving the Shell User Folders Managing Home and Hybrid Workers Creating Sustainable PC Systems Summary Chapter 5: Training Local and Remote PC Users Understanding User Diversity Teaching Fundamentals No KISSing Assessment and Evaluation Don’t Get Too Technical Ask Questions with Yes or No Answers Establishing Effective IT Training Lesson Planning Using Mixed Peer Group Learning Mixing Activities Consolidating Learning Training Outcomes Training Home and Remote Workers Top Tips for Tip Top Training Classroom Management Never Use the Word “Understand” Never Make Assumptions It's Not Them... It’s You Summary Chapter 6: Windows 11’s Support Tools Taking Screenshots in Windows 11 Method 1: Using Print Screen Method 2: Windows Key + Print Screen Method 3: Alt + Print Screen Method 4: Xbox Game Bar Method 5: Snipping Tool Problem Steps Recorder Quick Assist Windows Remote Assistance Remote Desktop The Microsoft Remote Desktop App Third-Party Remote Support Tools Summary Chapter 7: The Methodology of Supporting Users Understanding the Support Ecosystem People Places PCs Managing Accessibility with IT Support Setting Up Effective Support Systems Is Setting Up Support Systems As Easy As One, Two, Three? Creating and Managing Support Reporting Summary Part II: Troubleshooting Windows 11 Chapter 8: Events and Reliability Troubleshooting Reliability History Getting Reliability Information with PowerShell Performance Monitor Resource Monitor Event Viewer Creating Custom Event Views Attaching a Task to an Event Using PowerShell with Events The Blue Screen of Death System Information Using PowerShell to Get System Information File and Disk Information Hardware and System Information Processes and Services Information Summary Chapter 9: Integrity and Updating Troubleshooting Built-In System Repair Utilities ChkDsk SFC DISM Windows Update Managing Windows Update and Update Channels General Availability Channel Windows Update for Business Long-Term Servicing Channel How Long Is a Windows Feature Update Supported For? Taming Windows Update Troubleshooting and Repairing Windows Update Rolling Back and Uninstalling Updates Managing Windows Update with PowerShell Resetting and Reinstalling Windows 11 System Image Backup Reset This PC Summary Chapter 10: User Account and File Troubleshooting Configuring User Accounts Troubleshooting an Azure AD Connection Managing Provisioning and Device Management Managing Local Accounts Managing User Groups and Accounts Managing User Groups Using the Select Users Dialog Managing User Accounts on the PC Managing Permissions for Disks, Folders, and Files Understanding Inheritance Understanding Ownership Managing Permissions Using Scripting Checking Effective Access for a Disk, Folder, or File Managing Object Sharing on a PC Summary Chapter 11: Windows 11 File and Folder Structure in Depth Windows Files and Folders Why Are Operating System Files Visible to the User? What Are the Root Files and Folders on a PC Root Windows Folders Win32 Program and Store App Folders Windows Operating System Folders User Account Folders Windows Log Folders Windows Temporary File Folders Windows File Types Managing the Shell User Folders Creating Symbolic Links Disks and Partitions MBR and GPT Partition Structures Windows File Systems Summary Chapter 12: Apps and Software Troubleshooting Managing Legacy App Compatibility The Program Compatibility Troubleshooter Manually Configuring Compatibility Repairing Win32 Desktop Programs Managing Microsoft Store and Third-Party Store Apps Managing Apps with Task Manager Managing Startup Apps and Programs Summary Chapter 13: Processes and Services Troubleshooting Internet Explorer Is Dead... Long Live Internet Explorer! Using Installed Web Apps and Edge OS? Using the Browser Task Manager Advanced Management of Windows Processes and Services Managing and Troubleshooting Services Managing and Troubleshooting Processes and Services with PowerShell Troubleshooting Processes and Services with Microsoft Sysinternals PsTools PsExec PsFile PsGetSid PsInfo PsPing PsKill PsList PsLoggedOn PsLogList PsPasswd PsService PsShutdown PsSuspend AutoRuns Handle ListDLLs Portmon ProcDump Process Explorer Process Monitor ShellRunas VMMap Summary Chapter 14: Network and Internet Troubleshooting Prevention Is Better Than Cure Configuring Network Settings Wi-Fi Settings Managing Data Usage for Cellular and Other Networks Managing Advanced Network Settings Resetting the Network Adapters The Network and Sharing Center Managing and Troubleshooting Wi-Fi Networks Recovering Forgotten Wi-Fi Access Passwords Prioritizing Wi-Fi Network Connections Troubleshooting Wi-Fi Networks Using Scripting Backing Up and Importing Wi-Fi Connection Profiles Other Netsh Commands for Managing Networking Ping, TraceRT, and IPConfig Ping TraceRT IPConfig Using Microsoft Sysinternals to Troubleshoot Networking ADExplorer ADInsight ADRestore PsTools PsExec PsFile PsGetSid PsInfo PsPing PsKill PsList PsLoggedOn PsLogList PsPasswd PsService PsShutdown PsSuspend TCPView WhoIs Summary Chapter 15: Hardware and Peripherals Troubleshooting Let’s Start with a Top Tip Best Practice for Managing Physical Hardware Managing Hardware and Drivers in Settings Managing Bluetooth Devices Managing Printers and Scanners Setting Your Default Printer Using Print Servers Managing Printing Preferences Managing Printer Properties Adding Older and Less-Compatible Printers Managing Scanners Managing UEFI Systems The Boot Order Bitlocker Virtualization Fast Boot Windows Device Manager Managing Device Driver Properties Manually Uninstalling/Reinstalling Drivers Identifying Unknown Devices Additional Driver Options Displaying Hidden Devices Installing Legacy Devices Blocking Driver Installs from Windows Update Backing Up the Driver Store Summary Part III: Advanced Troubleshooting Techniques Chapter 16: IT Systems and the Wider World It’s Not Where You Work, It’s the Country You Work In Sand, Dust, Water, and Snow Can All Kill Your Laptop Is the Infrastructure Sound? The Hip Bone’s Connected to the Leg Bone And for Everything Else... Our PCs, the Planet, and Climate Change Summary Chapter 17: Security and Encryption Troubleshooting TPM vs. fTPM Encryption Is Not Enforced in Windows 11 Windows 11 Home The Complexities of Secure PCs Using Bitlocker on a PC Accessing Your Encryption Key(s) Online TPM Administration Managing Encrypted Disks Using Bitlocker To Go Encrypting File System Cipher.exe EFSDump Windows Advanced Firewall Local Security Policy Summary Chapter 18: Virus and Malware Troubleshooting How We Got to Today Best Practice for Maintaining Security It’s Okay to Be Paranoid Because They Really Are Out to Get You Treat Every System As Being Interconnected with Insecure Systems Encrypt Every Connection Sandbox Vulnerable Systems Install a Security Appliance Consider the Implications of Smart Technology Create Security Policies That Make Sense to Normal People Use Two-Factor (Multifactor) Authentication Enforce Encryption Wherever Possible Use Biometrics Where Available Use Password Managers Maintain Vigilance over Email, Messaging, and SMS The Windows Security Center Configuring Windows Virus Protection Protecting a PC from Ransomware App and Browser Control Device Security Protection History Safe Mode and Diagnostic Mode Manually Removing Malware from a PC Windows Defender Offline Scan Step 1: Isolating the PC Step 2: Identify the Malware Processes Malware and SVCHOST.EXE Step 3: Deactivate the Malware Step 4: Test the Results Step 5: Retest the PC Step 6: Clean Up the Malware Third-Party Malware Removal Tools Microsoft DaRT ESET Online (and Offline) Scanner Norton Bootable Recovery Tool Sophos Bootable Antivirus Kaspersky Rescue Disk Kaspersky Ransomware Decryptor AVG Rootkit Scanner and Remover F-Secure Online Scanner McAfee Free Tools D7II RKill Junkware/Adware Removal Tools Summary Chapter 19: Registry Troubleshooting Registry Hives Registry Keys and Values HKEY_CLASSES_ROOT (HKCR) HKEY_CURRENT_USER (HKCU) HKEY_LOCAL_MACHINE (HKLM) HKEY_USERS (HKU) HKEY_CURRENT_CONFIG (HKCC) HKEY_PERFORMANCE_DATA Registry Value Types Important Registry Locations The Registry Editor Backing Up and Restoring Registry Hives Working the .REG Files Creating and Modifying Registry Keys Editing Hives for Other Users on the PC Editing Hives on Other PCs on the Network Enabling Remote Administration on Networked PCs Using the Registry Editor from the Recovery Console REG.EXE and REGINI.EXE REG.EXE REGINI.EXE Editing the Registry with PowerShell Third-Party Registry Utilities Comparing Registry Files Troubleshooting the Registry with Sysinternals RegJump AutoRuns Summary Chapter 20: Startup and Repair Troubleshooting Quickly Repairing a Nonbooting PC Check Cables and Plugs Hardware Failure Startup Repair Using a USB Recovery Drive System Restore Safe Mode Repairing the Windows Boot Partitions Repairing the Boot Configuration Database Recreating or Moving the Boot Partition Step 1a: Create a New Boot Partition (Command Prompt) Step 1b: Create a New Boot Partition (Disk Management Console) Step 2: Create the New Boot Files Manually Editing the Boot Configuration Database How BCDEdit Is Used in Practice Installing and Managing Dual-Boot Systems Bitlocker and Secure Boot Summary Chapter 21: Researching and Troubleshooting Difficult Problems Reading Windows Log and BSOD Files Log Text Files Reading .xml and .etl Files Reading .dmp Files Searching Online for Solutions Search Engines Microsoft Docs Microsoft Docs Code Samples GitHub Microsoft Support Microsoft Answers Other Microsoft and Third-Party Support Sites Windows.do Hardware Driver and Support Sites Third-Party Support Tools Other Useful Microsoft Tools DXDiag Windows Memory Diagnostic Windows Sandbox Windows Subsystem for Linux Summary Chapter 22: Installing and Restoring Windows 11 Obtaining Up-to-Date Windows Installation Media Managing Windows Activation and Changing Your Product Key Nondestructively Reinstalling Windows 11 Uninstalling Problematic Feature Updates Resetting Windows 11 Creating Custom Installation Media for Windows 11 Windows OOBE Installing Windows 11 in a Virtual Machine Summary Index Diagnose, troubleshoot and repair any type of problems on your PC from startup and file access to cloud services and the issues caused by hybrid-work. This book contains everything you need to know to keep PC systems running optimally, and to repair problems quickly and efficiently. This book provides a deep dive into the Windows OS, detailing what everything is, and how it works. You will learn about the in-built, additional, and third-party tools and utilities you can use to create reliable, robust and secure PC systems. Further, you will learn how to configure Windows 11 so as to avoid problems occurring, and how to support every type of end user, working from home, or in any part of the world, speaking any language, and taking into account other factors such as ability or personal barriers. You will discover the support tools and support ecosystem you can use to create and manage effective support tracking and remote access. You will discover how to get detailed events and reliability information, and how to manage update channels. You will deep dive into Windows 11 operating system and folder structure and learn app and software troubleshooting, process and service troubleshooting, network and internet troubleshooting and hardware and peripherals troubleshooting. Finally, you will learn more advanced troubleshooting techniques like security and encryption troubleshooting and using PowerShell scripting to repair problems. Further, you will also learn how to manually remove malware and ransomware, registry troubleshooting and startup and repair troubleshooting. By the end, you will know how to troubleshoot complex problems and diagnose hardware problems in a PC. You will be able to troubleshoot and repair any type of problem on a Windows 11 PC. What Will You Learn How to support home and hybrid-workers using their own PCs Using scripting and PowerShell to troubleshoot and repair systems Managing networking and internet access to minimize downtime Managing installation and troubleshoot for updates and patches Who Is This Book For IT Pros and system administrators who have to maintain small or large networks of connected PCs locally at their organization, or with hybrid workers.