1. Troubleshooting Applications
Module 11
Presentation: 120 minutes
Lab: 55 minutes
After completing this module, students will be able to:
Troubleshoot desktop app installation issues.
Troubleshoot desktop apps.
Manage Universal Windows apps.
Troubleshoot web browsers.
Required materials
To teach this module, you need the Microsoft PowerPoint file 10982B_11.pptx.
Preparation tasks
To prepare for this module, you should:
Read all of this module’s material.
Practice performing the demonstrations and labs.
Work through the Module Review and Takeaways section to determine how you will use the information to reinforce student learning and promote knowledge transfer to on-the-job performance.
As you prepare for this class, it is imperative that you complete the labs yourself. This gives you an understanding of how the labs work and the concepts that each covers, so that you can provide meaningful hints to students who might have issues. Furthermore, it will help guide your lecture to ensure that you discuss the concepts that the labs cover.
Troubleshooting Applications

2. Troubleshooting Access to Company Web Applications
Module Overview
11: Troubleshooting Applications
Troubleshooting Access to Company Web Applications
Provide a brief introduction to the entire module.

3. Lesson 1: Troubleshooting Desktop App Installation Issues
11: Troubleshooting Applications
Using AppLocker to Control Applications
Provide an overview of the lesson.
Question
Which tool in the Windows Assessment and Deployment Kit can you use to generate an inventory of installed applications in your company?
( ) Option 1: User State Migration Tool (USMT)
( ) Option 2: Volume Activation Management Tool (VAMT)
( ) Option 3: Windows Assessment Toolkit
( ) Option 4: Windows Preinstallation Environment (Windows PE)
(√) Option 5: ACT
Which method do you use in your company to deploy software?

4. Methods for Deploying Desktop Apps
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Methods for Deploying Desktop Apps
11: Troubleshooting Applications
Methods for deploying desktop apps:
Manual installation
Group Policy
Configuration Manager
Microsoft Intune
Virtualized applications
Remote applications
Inclusion in Windows operating system image
Discuss each option and their benefits with the students. Ask your students which method or methods they use currently.

5. Discussion: Desktop App Deployment Issues
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Discussion: Desktop App Deployment Issues
11: Troubleshooting Applications
15 minutes
What are some reasons that desktop app deployment or installation might fail?
Spend a few minutes discussing some of the reasons desktop app deployment or installation might fail. Allow a maximum 15 minutes for the discussion. Use the whiteboard to record students’ responses.
Issues that prevent installation include insufficient rights, missing dependencies, non-compliance with User Account Control (UAC), incorrect configuration, RemoteApp connectivity issues, and AppLocker rules that do not allow installation.
Question
What are some of reasons that a desktop app deployment or installation might fail?

6. Resolving Desktop App Deployment Issues
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Resolving Desktop App Deployment Issues
11: Troubleshooting Applications
The following are methods for resolving desktop app deployment issues:
Run as Administrator
Install the necessary dependencies
ACT
Adjust AppLocker configuration
Ask your students if they can think of other deployment resolutions. Use any real-world examples that you have experienced with application deployment.

7. Troubleshooting Windows Installer Issues
11: Troubleshooting Applications
Use any of the following options to troubleshoot Windows Installer issues:
Run msiexec.exe
Verify Windows Installer service is set to start manually
Update to the latest version of Windows Installer
Reregister Windows Installer
Restart the computer
Remove conflicting software
Describe the Windows Installer service and the troubleshooting process. Mention why it is an integral part of most software installations today.

8. Using AppLocker to Control Applications
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Using AppLocker to Control Applications
11: Troubleshooting Applications
AppLocker can be useful for organizations that want to:
Limit the number and types of files that are allowed to run
Reduce the total cost of ownership by ensuring that workstations are homogeneous
Reduce the possibility of information leaks from unauthorized software
Explain that you can use AppLocker to block applications that install to users’ profiles. You will demonstrate AppLocker in the next demonstration.

9. Lesson 2: Troubleshooting Desktop Apps
11: Troubleshooting Applications
What Is ACT?
Provide an overview of the lesson.
Question
How can you troubleshoot Office 365 issues? (Select all that apply)
(√) Option 1: Ensure the correct Office product is installed.
( ) Option 2: Ensure that the Active Directory Domain Services (AD DS) user has been issued a license.
(√) Option 3: Ensure that the Azure AD user has been issued a license.
( ) Option 4: Run the ospp.vbs script to check for Internet connectivity.
(√) Option 5: Run the ospp.vbs script to check for licensing information.
Have you used the Compatibility Administrator or Standard User Analyzer tools to create application compatibility fixes?

10. Issues Related to Desktop App Operations
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Issues Related to Desktop App Operations
11: Troubleshooting Applications
Issues that you or your users might encounter include:
Missing application features
Missing Windows operating system features
Incorrect configuration
Poor performance
Application errors
Incorrect database connection settings
Application blocking by AppLocker
Use this topic to introduce some causes of errors and problems with desktop apps. Try to get feedback from students about their experiences and issues that they have encountered.

11. Identifying Issues Related to Desktop App Operations
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Identifying Issues Related to Desktop App Operations
11: Troubleshooting Applications
Identify issues by using:
Testing
User feedback
Investigate issues by using:
Error messages
Event logs
Research issues by using:
Vendor website
Internet
Vender support
Use this topic to discuss how to investigate and identify errors. Ask students about their experiences and issues that they have encountered.

12. Resolving Issues Related to Desktop App Operations
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Resolving Issues Related to Desktop App Operations
11: Troubleshooting Applications
To resolve issues with desktop app operations:
Install a requested application feature
Reconfigure an application
Repair or reinstall an application
Apply application updates
Upgrade the application to a newer version
Identify performance issues and bottlenecks
Reconfigure AppLocker rules
You resolve a problem based on the nature of the specific issue that you encounter. Discuss when each of these methods is appropriate. Remember that students might not have the necessary permissions to perform all of these resolutions and might need to escalate the issue. Highlight some of the issues that you think they might need to escalate, such as reconfiguring AppLocker rules and updating how an application is deployed.

13. ACT includes the following features:
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What Is ACT?
11: Troubleshooting Applications
ACT includes the following features:
The ACT database of known application compatibility issues
The Compatibility Administrator Tool
SAT
The Internet Explorer Compatibility Test Tool
The Standard User Analyzer
UCE
Explain each of the options provided by the ACT. Consider using the following demonstration to demonstrate these features before the students perform the lab themselves.

14. Lab A: Troubleshooting Desktop Apps
11: Troubleshooting Applications
Exercise 2: Troubleshooting Application Compatibility Issues
Be prepared to discuss all possible solutions, including the solution that the students use. For example, discuss why a particular solution worked while others did not. Once students discover the issue, ask them if any other solutions might have worked.
Exercise 1: Troubleshooting AppLocker Policy Applications
Your manager has come to you indicating that there are reports of staff in one department who are installing unauthorized programs. Your manager indicates that the AppLocker policies in place should be preventing this. You need to investigate why they are not working.
Logon Information
Virtual machines: B-LON-DC1
10982B-LON-CL1
User name: Adatum\Administrator
Password: Pa$$w0rd
Incident Record
Incident Reference Number:
Date of Call
Time of Call
User
Status
January 4
13:22
Alan Steiner (Marketing Department)
OPEN
Incident Details
Users are installing unauthorized applications in the Marketing department.
Additional Information
Alan Steiner, one of the marketing managers, has reported that users are installing unauthorized desktop apps.
The AppLocker policies that are in place do not appear to be working.
You must determine why these policies are not being enforced.
Plan of Action
Resolution
Estimated Time: 30 minutes
(More notes on the next slide)

15. 10982B
Lab Scenario
11: Troubleshooting Applications
The help desk has passed an incident record on to you. You must resolve the problems documented in this ticket, and then update the record with the resolution.

16. 10982B
Lab Review
11: Troubleshooting Applications
What are your experiences, if any, with ACT? Discuss your answer in class.
Question
Why did you configure the Application Identity service to start automatically?
In the lab, what was the difference between running the application as an administrator and applying the compatibility fix, and why? Discuss the answer in class with the other students.
What are your experiences, if any, with ACT? Discuss your answer in class.

17. Lesson 3: Managing Universal Windows Apps
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Lesson 3: Managing Universal Windows Apps
11: Troubleshooting Applications
Using AppLocker to Control Universal Windows Apps
Provide an overview of the lesson.
Question
What is sideloading?
In Windows 10, is there an alternative to sideloading to install Universal Windows apps?

18. Windows Store and Windows Store for Business
11: Troubleshooting Applications
Universal Windows apps:
Run on all Windows 10 editions
Are installed on a per-user basis
Are updated automatically by default
The Windows Store is where users can purchase and download Universal Windows apps
The Windows Store for Business is an enterprise- managed web portal for bulk purchasing of both Universal Windows apps and desktop apps
If you have a laptop that is connected to the Internet and you are signed in to your Microsoft account, consider demonstrating how to download and install applications from the Windows Store while you discuss the content. Mention the differences between the Windows Store and Windows Store for Business.
Discussion prompt
Towards the end of the topic, ask students whether they can foresee any problems with this method of users installing the applications themselves. This should lead into the next topic, which is managing access to the Windows Store. This topic will probably be of more interest to most network administrators.

19. Managing Access to the Windows Store
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Managing Access to the Windows Store
11: Troubleshooting Applications
Users need to sign in with a Microsoft account to download applications from the Windows Store
Preventing access to the Windows Store requires:
Editing the registry or
Blocking Microsoft accounts
AppLocker can control installation and execution of certain applications from the Windows Store
Application updates are installed automatically by default
If you have your own laptop or tablet connected to the Internet, consider demonstrating how you access the Windows Store and view any available updates for your installed applications. You can use the Windows 8.1 virtual machine to demonstrate the Group Policy setting, and compare that to the Windows 10 virtual machine that does not have the same setting.

20. 10982B
Sideloading Apps
11: Troubleshooting Applications
Sideloading provides a mechanism for distributing LOB apps to your client computers without using the Windows Store:
Enable sideloading by editing Group Policy or using the Settings app
LOB apps must be digitally signed
Use the following tools to add, list, or remove apps:
dism.exe
Windows Intune
Configuration Manager
Windows PowerShell
The Windows Store for Business is the preferred method of distributing custom Universal Windows apps to users
Explain that sideloading enables organizations to deploy their own applications rather than relying on the Windows Store. Emphasize that users should explore the Windows Store for Business option first as it is more secure.
This is slide 1 of 3 for this topic.

21. Sideloading Apps 2 of 3 10982B 11: Troubleshooting Applications
You also can demonstrate sideloading using the 10982B-LON-CL1 virtual machine.

22. Sideloading Apps 3 of 3 10982B 11: Troubleshooting Applications
You also can demonstrate sideloading using the 10982B-LON-CL1 virtual machine.

23. Resolving Issues Related to Universal Windows Apps
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Resolving Issues Related to Universal Windows Apps
11: Troubleshooting Applications
Try the Apps troubleshooter first
The built-in Administrator cannot run the Universal Windows apps
UAC must be enabled to run the Universal Windows apps
The application might be blocked by Windows Firewall
The application might be blocked by Group Policy
Make sure your applications are up to date
Clear the Windows Store cache
Synchronize application licenses
Reinstall the application
If you have a computer that is connected to the Internet, consider downloading and demonstrating how the Apps troubleshooter works.

24. Configuring Assigned Access to a Single Windows Store App
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Configuring Assigned Access to a Single Windows Store App
11: Troubleshooting Applications
In some situations, you might need some computers to run a single Windows Store app
If time permits, demonstrate Assigned Access by using LON-CL1. Create a new standard user and use one of the built-in apps for assigned access. Remember to mention that you need to sign in as the user before the built-in apps install.

25. Using AppLocker to Control Universal Windows Apps
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Using AppLocker to Control Universal Windows Apps
11: Troubleshooting Applications
If time permits, demonstrate AppLocker by using LON-CL1.

26. Lesson 4: Troubleshooting Access to Company Web Applications
11: Troubleshooting Applications
Troubleshooting Common Microsoft Edge Issues
Provide an overview of the lesson.
Question
True or False: Internet Explorer 11 is the default browser in Windows 10 Enterprise.
(√) False
( )True

27. Internet Explorer 11 and Microsoft Edge
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Internet Explorer 11 and Microsoft Edge
11: Troubleshooting Applications
Internet Explorer 11
Microsoft Edge
Supports extensions including ActiveX
Reduced attack surface due to no support for extensions
Runs in user mode
Runs in sandbox mode
Supports compatibility with earlier versions of Internet Explorer
No compatibility support
Same browser on other Windows operating systems
New browser
Granular customization with Group Policy and Internet Explorer Administration Kit (IEAK)
Limited customization with Group Policy
Save page as HTML
Cortana integration, reading pane and annotations 
Give the students a comparison between the two browsers. You might choose to show some of the new features in Microsoft Edge.

28. Discussion: Which Browser Will You Use?
11: Troubleshooting Applications
15 minutes
Which browser will you use in Windows 10 and why?
Spend a few minutes discussing which browser students will most likely use and why. Allow 15 minutes for the discussion. You or the students might have examples of websites where one browser is preferred over the other.

29. Internet Explorer Compatibility View
11: Troubleshooting Applications
The main features in Compatibility View are:
Internet websites display in Standards Mode by default
Internet Explorer 11 remembers sites set to Compatibility View
Intranet websites display in Compatibility View by default
Group Policy can be used to define websites to display in Compatibility View
Switching in and out of Compatibility View occurs without requiring that the user restart the browser
Describe Compatibility View, and consider demonstrating the feature.

30. Internet Explorer Enterprise Mode
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Internet Explorer Enterprise Mode
11: Troubleshooting Applications
Enterprise Mode:
Can be centrally managed
Reads an XML file to properly display webpages in correct compatibility mode
Create the XML file with Enterprise Mode Site List Manager tool (New version for Windows 10)
Configurable via Group Policy or registry
Not available in Windows 10 Home
Be sure to mention that there is a new version of the Enterprise Mode Site List Manager tool for Windows 10. If time permits, demonstrate this feature. The students also will configure Internet Explorer Enterprise Mode in the lab.
This is slide 1 of 3 for this topic.

31. Internet Explorer Enterprise Mode 2 of 3
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Internet Explorer Enterprise Mode 2 of 3
11: Troubleshooting Applications

32. Internet Explorer Enterprise Mode 3 of 3
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Internet Explorer Enterprise Mode 3 of 3
11: Troubleshooting Applications

33. Internet Explorer Security Zones and Add-ons
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Internet Explorer Security Zones and Add-ons
11: Troubleshooting Applications
Internet Explorer security zones are:
Internet, Local intranet
Trusted sites, Restricted sites
Important Internet Explorer settings:
InPrivate Browsing
Pop-Up Blocker
Advanced settings
Internet Explorer Add-ons:
Extend the functionality of Internet Explorer
Can be managed
Are installed by users adding toolbars
The purpose of this topic is for students to understand Internet Explorer settings that might prevent users from properly accessing and using internally or externally-hosted web-based applications. For example, when users enter a fully qualified domain name (FQDN) for an intranet web-based application, Internet Explorer might not recognize it automatically as being internal. A single label name would resolve that issue.
Externally, issues that might prevent users from accessing and using web-based applications include privacy settings and pop-up blockers.
Add-ons are an important element of using Internet Explorer 11, because they allow the user to view embedded video and documents. However, they also are a common source of malware. In some situations, you can disable the problem add-ons. In other situations, to eliminate malware, you might need to reset Internet Explorer settings in the application’s Advanced Settings.

34. Troubleshooting Common Internet Explorer Issues
11: Troubleshooting Applications
A key part of troubleshooting access to websites is identifying the following:
Which computers are affected?
One computer or all computers?
Which users are affected?
One user or all users?
Where are affected users located?
Internally, externally, or both?
Which versions of Internet Explorer are experiencing the problem?
This slide contains some basic questions to investigate while troubleshooting Internet Explorer issues. However, make sure that you also cover the detailed content in the Student Handbook. The handbook has many specific issues and resolutions listed that do not fit on a slide.

35. Troubleshooting Common Microsoft Edge Issues
11: Troubleshooting Applications
Common issues include:
Microsoft Edge loads pages slowly
Some webpages display “needs Internet Explorer” message
Users cannot find favorites
Text in reading pane is too small
Ads are not blocked in Microsoft Edge
Webpages cannot be saved with Microsoft Edge
Adobe Flash Player is not working
Drag and drop in SharePoint Online does not work
The general troubleshooting guide in the last topic regarding Internet Explorer is relevant here as well.

36. Lab B: Troubleshooting Access to Company Web Applications
11: Troubleshooting Applications
Exercise 2: Troubleshooting Microsoft Edge Issues
Be prepared to discuss the possible solutions in addition to the solution that the students used. For example, discuss why a particular solution worked while others did not. Once students discover the problem, ask them if any other solutions might have worked.
Exercise 1: Troubleshooting Internet Explorer Issues
The current version of the A. Datum Corporation’s intranet is a simple .html file–based website. The team responsible for the website is in the process of upgrading it. However, the new website is not compatible with either Internet Explorer 11 or Microsoft Edge. The team tried to configure Enterprise Mode to prevent any issues when they completed the website upgrade, but when they access the website no Enterprise Mode icon displays. You should investigate the Enterprise Mode configuration. Tests show that Internet Explorer 9 displays the new website correctly. You can consider the issue resolved when you browse to intranet.adatum.com in Internet Explorer and the Enterprise Mode menu item is grayed out.
Instructor Note: This is a straightforward problem: Use Enterprise Mode Site List Manager to configure intranet.adatum.com to run in Internet Explorer 9 Document Mode. Copy the XML file to a location on the server, and configure Group Policy to use Enterprise Mode.
Logon Information
Virtual machines: B-LON-DC1
10982B-LON-CL1
User name: Adatum\Administrator
Password: Pa$$w0rd
Estimated Time: 25 minutes.
(More notes on the next slide)

37. 10982B
Lab Scenario
11: Troubleshooting Applications
You have been assigned two tasks: the first task is from a manager who wants your help troubleshooting Enterprise Mode for Internet Explorer 11. The second task is an incident record assigned to you that relates to a user experiencing problems after switching their default browser to Microsoft Edge.

38. 10982B
Lab Review
11: Troubleshooting Applications
How can you create the XML file used for Internet Explorer Enterprise Mode?
Question
What is a requirement for implementing Windows Store for Business?
How can you create the XML file used for Internet Explorer Enterprise Mode?