Supporting and Troubleshooting Windows 11 — Lesson 2: Identity, Profiles, Policies, and Application Support

Learning Objectives

• Troubleshoot sign-in, Microsoft Entra ID, local accounts, profiles, permissions, and policies
• Support application installation, compatibility, Microsoft Store, and packaged applications
• Diagnose configuration conflicts, user experience problems, and access failures

Detailed Topics

• Troubleshoot sign-in: Troubleshoot sign-in, Microsoft Entra ID, local accounts, profiles, permissions, and policies
• Support application installation: Support application installation, compatibility, Microsoft Store, and packaged applications
• Diagnose configuration conflicts: Diagnose configuration conflicts, user experience problems, and access failures

Guided Demonstration

1. Review the requirement, environment, dependencies, roles, risks, and expected outcome.
2. Demonstrate the relevant configuration, analysis, code, or administration workflow step by step.
3. Capture settings, outputs, logs, screenshots, calculations, or test evidence.
4. Compare the observed result with the stated acceptance criteria.

Hands-On Activity

Resolve a user sign-in and application-access incident with documented evidence.

• Document assumptions and the planned sequence before making changes.
• Complete the activity and preserve evidence of normal and exception behavior.
• Record issues, corrective actions, and reusable operational or development notes.

Troubleshooting Focus

• Separate symptoms from causes and collect evidence before applying a fix.
• Check configuration, permissions, data, dependencies, capacity, connectivity, and recent changes.
• Validate rollback, recovery, support ownership, and user or business impact.

Validation Checklist

• The requirement and expected outcome are clear.
• The selected configuration, design, query, code, or process is documented.
• Normal, boundary, failure, security, and operational conditions are reviewed.
• The result is supported by evidence and the next improvement is prioritized.

Lesson Outcome

Learners can explain and apply Identity, Profiles, Policies, and Application Support in a realistic scenario and validate the result with documented evidence.