Day 11 Practical Exercises and Review PDF

**1. Hands-on Practice with Advanced Troubleshooting** - **Topics**: - **Network Troubleshooting**: - Connectivity issues, ping tests, and using tools like Wireshark. - Troubleshooting firewall policies, port blocking, and VPN connectivity issu...

**1. Hands-on Practice with Advanced Troubleshooting** - **Topics**: - **Network Troubleshooting**: - Connectivity issues, ping tests, and using tools like Wireshark. - Troubleshooting firewall policies, port blocking, and VPN connectivity issues. 1. ***Ping Test**: Run a ping test to the website\'s IP address (e.g., ping \).* - *If it responds, the connectivity to the IP is intact.* - *If no response, check for DNS or routing issues.* 2. ***DNS Test**: Use nslookup or dig to verify DNS resolution.* - *If DNS fails, check DNS settings or switch to a different DNS server.* 3. ***Firewall Check**: Ensure the firewall isn't blocking access to the website's IP or domain.* 4. ***TCPing Test**: Use tcping \ \ to see if the web server port (usually 80 or 443) is open.* 5. ***Browser Test**: Try accessing the website in different browsers or with extensions disabled.* 1. ***Ping Gateway**: Run a continuous ping test to the default gateway to check for packet loss.* 2. ***Check Cable or Wi-Fi**: Inspect the Ethernet cable or Wi-Fi signal strength for possible hardware issues.* 3. ***IP Conflicts**: Run arp -a to check for duplicate IPs on the network.* 4. ***Network Driver**: Update the network adapter driver to the latest version.* 5. ***Firewall Logs**: Check firewall logs for potential connection blocking on specific IPs or ports.* 1. ***Check VPN IP Address**: Ensure the user receives an IP in the VPN subnet.* 2. ***Ping Internal Resources**: Attempt to ping internal IPs to verify connectivity.* 3. ***Firewall Policy**: Confirm that the firewall policy allows VPN users to access internal resources.* 4. ***DNS Settings**: Verify if VPN is using correct DNS for internal domain resolution.* 5. ***Route Table**: Run route print to check if proper routes to internal subnets are present.* 1. ***Ping Test**: Ping the server to measure round-trip time and identify any packet loss.* 2. ***Traceroute**: Use tracert or traceroute to identify latency points in the network path.* 3. ***TCPing to Specific Port**: Run tcping to see if there's a delay in connection establishment.* 4. ***Bandwidth Test**: Perform a speed test to check the network's current bandwidth.* 5. ***QoS Settings**: Verify Quality of Service (QoS) settings if available, especially on network devices.* 1. ***Ping File Server**: Verify that the server is reachable by pinging its IP address.* 2. ***Check Port 445**: Use tcping to ensure that port 445 (SMB) is open and accessible.* 3. ***DNS Resolution**: Confirm that the server's hostname resolves correctly using nslookup.* 4. ***Firewall Rules**: Check if the firewall allows traffic on port 445 for SMB.* 5. ***User Permissions**: Ensure the user has appropriate permissions for the network share.* 1. ***Ping VPN Gateway**: Ensure that the VPN gateway is reachable.* 2. ***Firewall Port Check**: Confirm the required VPN ports (e.g., 443, 500, 4500) are open on the firewall.* 3. ***Check VPN Credentials**: Ensure that the VPN credentials are correct.* 4. ***Firewall Policy**: Verify the firewall policy permits VPN traffic.* 5. ***TCPing on VPN Port**: Use tcping on the specific VPN port to confirm connectivity to the gateway.* 1. ***Ping the Site's IP**: Run a ping test to the intranet server's public IP.* 2. ***Check Port Forwarding**: Ensure that the router's port forwarding rules point to the intranet server's IP.* 3. ***Firewall Rules**: Verify firewall rules allow external connections to the site's port.* 4. ***TCPing Test**: Use tcping \ \ to confirm that the web server port is accessible externally.* 5. ***ISP Block**: Check with the ISP to ensure they aren't blocking incoming connections on the required port.* 1. ***Ping Test**: Ping the gateway to check for packet loss or high latency.* 2. ***Check Bandwidth Usage**: Use tools to monitor network bandwidth and identify potential hogs.* 3. ***QoS or Throttling**: Check for any QoS settings or throttling policies on the network.* 4. ***TCPing for Latency**: Use tcping to measure latency to key services or websites.* 5. ***Network Adapter Settings**: Verify that the user's network adapter settings (like speed and duplex) are correct.* 1. ***Ping Remote Host**: Check connectivity to the remote machine's IP address.* 2. ***Firewall Policy**: Ensure that the firewall policy permits RDP (usually on port 3389) through the VPN.* 3. ***TCPing on Port 3389**: Use tcping \ 3389 to confirm that the RDP port is open.* 4. ***Check Routing Table**: Ensure proper routing between the VPN subnet and internal network.* 5. ***Remote Access Permissions**: Verify that the user has permission to access the remote desktop.* 1. ***Ping Device IP**: Confirm the device's IP is reachable on the network.* 2. ***TCPing on Management Port**: Use tcping on the management port (e.g., 22 for SSH, 80 for HTTP) to check connectivity.* 3. ***Firewall Configuration**: Ensure firewall rules allow management traffic from the monitoring server to devices.* 4. ***Check SNMP/SSH Settings**: Verify that SNMP or SSH (if used) is enabled and properly configured on the devices.* 5. ***Update Device Firmware**: Sometimes, firmware updates can resolve network or management accessibility issues.* - **Desktop Troubleshooting**: - Handling common issues with operating system errors, software conflicts, and performance issues. 1. ***Check Task Manager**: Identify any applications or background processes using excessive CPU, memory, or disk resources.* 2. ***Disable Startup Programs**: Reduce the number of applications that start with Windows using Task Manager\'s \"Startup\" tab or the System Configuration tool (msconfig).* 3. ***Run Disk Cleanup**: Clear temporary files and unnecessary system files.* 4. ***Check for Malware**: Run a full antivirus scan to rule out malware.* 5. ***Update or Reinstall Drivers**: Ensure that device drivers (especially graphics and chipset) are up-to-date.* 1. ***Check for Application Updates**: Ensure the application is up-to-date.* 2. ***Clear Temporary Files**: Delete temporary files that may be causing conflicts (using Disk Cleanup or the application's settings).* 3. ***Check Event Viewer**: Look for error logs in Event Viewer under \"Application\" to identify specific error codes.* 4. ***Run in Compatibility Mode**: If the app is outdated, try running it in compatibility mode for an older OS version.* 5. ***Reinstall the Application**: Uninstall and reinstall the application to replace any corrupted files.* 1. ***Record Error Code**: Take note of the BSOD error code for more specific troubleshooting.* 2. ***Check for Recent Changes**: Identify if any new drivers, hardware, or updates were recently installed.* 3. ***Run System File Checker**: Use the sfc /scannow command in Command Prompt to check for and repair corrupted system files.* 4. ***Update Drivers**: Ensure all drivers, especially graphics and chipset drivers, are up-to-date.* 5. ***Use Windows Memory Diagnostic**: Run a memory test to rule out faulty RAM as the cause.* 1. ***Check Printer Connection**: Ensure the printer is powered on and properly connected to the computer or network.* 2. ***Restart Print Spooler Service**: In \"Services,\" restart the Print Spooler service.* 3. ***Update Printer Drivers**: Ensure the printer driver is up-to-date and compatible with the OS.* 4. ***Set Printer as Default**: In \"Devices and Printers,\" make sure the correct printer is set as the default.* 5. ***Test with Another Application**: Try printing from a different application to see if the issue is specific to one program.* 1. ***Check Physical Connections**: Verify that the network cable is securely plugged in, or check Wi-Fi signal strength.* 2. ***Run Network Troubleshooter**: Use Windows Network Troubleshooter to automatically diagnose and fix common issues.* 3. ***Flush DNS and Reset TCP/IP Stack**: Use ipconfig /flushdns and netsh int ip reset commands.* 4. ***Disable Firewall Temporarily**: Temporarily disable the firewall to check if it\'s blocking the connection.* 5. ***Test with Another Device**: Confirm if the issue is with the network or specific to the user's desktop.* 1. ***Check BIOS/UEFI Settings**: Ensure that the correct boot device is selected.* 2. ***Boot into Safe Mode**: Try booting into Safe Mode to bypass problematic startup items.* 3. ***Perform Startup Repair**: Use the Windows Recovery Environment to run Startup Repair.* 4. ***Run Disk Check**: Use chkdsk /f to check for and repair disk errors.* 5. ***Restore from a System Restore Point**: If recent changes are suspected, use System Restore to roll back to a previous stable state.* 1. ***Run Compatibility Troubleshooter**: Use the "Troubleshoot Compatibility" option in the application's properties.* 2. ***Install Compatibility Mode**: Set the application to run in compatibility mode for an older version of Windows.* 3. ***Update or Find Alternative Software**: If possible, update the software to a compatible version or find a suitable alternative.* 4. ***Check Administrator Permissions**: Run the application as an administrator if permissions are an issue.* 5. ***Use Virtualization**: If essential, consider using a virtual machine with a compatible OS version.* 1. ***Run Disk Cleanup**: Delete unnecessary files, including system and temporary files.* 2. ***Uninstall Unused Applications**: Remove programs that are no longer needed.* 3. ***Move Files to External Storage**: Transfer large files to an external drive or cloud storage.* 4. ***Enable Storage Sense**: Use Windows Storage Sense to automatically manage disk space.* 5. ***Check for Large Hidden Files**: Look for hidden files that may be taking up space, such as large log files.* 1. ***Check Password Expiry**: Ensure the user's password has not expired, especially in domain environments.* 2. ***Reset User Password**: Temporarily reset the user's password if they are locked out.* 3. ***Check Login Attempt Logs**: Look in Event Viewer for logs that might indicate failed login attempts.* 4. ***Verify Network Connection**: Ensure the system is connected to the network if the login requires domain authentication.* 5. ***Disable Cached Credentials**: Clear any saved credentials that might be conflicting with the current login.* 1. ***Check File Properties**: Right-click the file or folder, go to \"Properties,\" and verify permissions under the \"Security\" tab.* 2. ***Take Ownership of File/Folder**: Take ownership of the file or folder if access is restricted.* 3. ***Grant Appropriate Permissions**: Adjust permissions to allow the user full access if necessary.* 4. ***Check for Encryption**: If the file is encrypted, ensure the user has the correct encryption key.* 5. ***Confirm Network Drive Access**: If the file is on a network drive, confirm that the user has the correct permissions on the network.* - **Firewall and Security Troubleshooting**: - Configuring firewall rules, diagnosing access issues, and understanding threat logs. - Practical with FortiClient VPN troubleshooting. - ***Issue**: A user reports they cannot access a particular website.* - ***Troubleshooting Steps**:* 1. ***Check Firewall Policies**: Confirm that there is no firewall rule blocking access to the website\'s IP address or URL.* 2. ***Inspect Web Filtering Logs**: Look for any web filtering policies that might be blocking the category or the URL.* 3. ***Test Website Access**: Attempt to access the website from another network to confirm it is not down.* 4. ***Check DNS Settings**: Verify that DNS is resolving the website correctly, as DNS blocks can also affect access.* 5. ***Create an Exception Rule**: If needed, create a specific rule that allows access to the website.* - ***Issue**: After updating firewall rules, specific application traffic is now blocked.* - ***Troubleshooting Steps**:* 1. ***Review Recent Rule Changes**: Identify any recent changes to firewall rules that may have affected the application's traffic.* 2. ***Analyze Logs**: Use the firewall logs to see if the application traffic is being denied.* 3. ***Verify Application Ports**: Confirm which ports the application uses and ensure they are allowed in the firewall rule.* 4. ***Test Traffic with Temporary Rule**: Create a temporary rule that allows all traffic from the application's IP range to verify if traffic flows correctly.* 5. ***Adjust Specific Rules**: Modify the firewall rule to permit only the necessary ports and protocols for the application.* - ***Issue**: Threat logs show multiple unauthorized access attempts from a specific IP.* - ***Troubleshooting Steps**:* 1. ***Identify Source IP**: Use the threat log details to identify the IP attempting unauthorized access.* 2. ***Block IP Address**: Create a firewall rule to block incoming traffic from the suspicious IP.* 3. ***Check for Existing Vulnerabilities**: Verify if there are any open or vulnerable services that could be targeted.* 4. ***Enable Geo-IP Blocking** (if applicable): Restrict access to specific countries if the IP is from a suspicious region.* 5. ***Monitor for Further Attempts**: Continue monitoring the threat logs to detect any new attempts.* - ***Issue**: The user can connect to the VPN, but cannot access internal resources.* - ***Troubleshooting Steps**:* 1. ***Verify VPN Policy**: Ensure that the VPN policy permits access to internal networks.* 2. ***Check Split Tunneling**: Confirm if split tunneling is enabled, and ensure that internal IP ranges are routed through the VPN.* 3. ***DNS Configuration**: Verify if internal DNS settings are correctly assigned to the VPN client.* 4. ***Inspect Firewall Rules**: Make sure there is a rule allowing traffic from the VPN subnet to internal subnets.* 5. ***Run a Traceroute**: From the client machine, run a traceroute to check the path to internal resources and identify where the traffic is blocked.* - ***Issue**: A remote user cannot establish a connection to the VPN.* - ***Troubleshooting Steps**:* 1. ***Check FortiClient VPN Configuration**: Ensure the VPN server address, username, and password are correct.* 2. ***Verify User Permissions**: Check if the user has been granted VPN access on the firewall or VPN server.* 3. ***Inspect Firewall Port Settings**: Confirm that the necessary ports (e.g., 443 or 500/4500 for IPsec) are open on the firewall.* 4. ***Update FortiClient**: Ensure the user is using the latest version of the FortiClient VPN software.* 5. ***Check Logs for Errors**: Review the VPN logs for specific error messages to identify the root cause.* - ***Issue**: An internal service is unreachable following a firewall rule change.* - ***Troubleshooting Steps**:* 1. ***Review Recent Changes**: Identify the exact rule changes made that could impact internal traffic.* 2. ***Check Service Ports**: Confirm that the required ports for the internal service are allowed.* 3. ***Inspect Network Segmentation**: Ensure there are no restrictions between network segments that the service relies on.* 4. ***Test with Temporary Access**: Temporarily allow all internal traffic to see if the service becomes reachable.* 5. ***Adjust Firewall Rules**: Refine the firewall rules to allow only specific traffic for the service.* - ***Issue**: High traffic from an unusual IP is detected in threat or traffic logs.* - ***Troubleshooting Steps**:* 1. ***Identify Source IP Details**: Look up the IP address to see if it's from a known malicious source.* 2. ***Block IP Temporarily**: Create a temporary block rule for the IP address.* 3. ***Analyze Traffic Pattern**: Review logs to see what type of traffic the IP is generating.* 4. ***Inspect Potential Compromise**: Verify if any internal devices have been compromised and are sending unusual traffic.* 5. ***Implement Permanent Block if Necessary**: If the IP continues to generate high traffic, permanently block it.* - ***Issue**: A new server on the network cannot connect to the internet.* - ***Troubleshooting Steps**:* 1. ***Verify IP and Gateway Configuration**: Ensure the server has the correct IP address and gateway settings.* 2. ***Inspect Outbound Rules**: Check if there is an outbound rule that allows internet access for the server's subnet.* 3. ***Check NAT Configuration**: Verify that NAT is configured to allow the server to route internet-bound traffic.* 4. ***Check Firewall Logs**: Look for any blocked traffic from the server in the firewall logs.* 5. ***Test Connection with Ping/Traceroute**: Use ping and traceroute to diagnose where the connection is failing.* - ***Issue**: A user's account is locked due to repeated failed login attempts on the VPN.* - ***Troubleshooting Steps**:* 1. ***Unlock User Account**: Use the user management console to unlock the account.* 2. ***Verify User Credentials**: Confirm the user is using the correct username and password.* 3. ***Check Account Lockout Policy**: Review the VPN or firewall settings to adjust the lockout threshold if necessary.* 4. ***Analyze Login Logs**: Look at the VPN login logs to identify if there were legitimate login attempts or brute-force attempts.* 5. ***Educate the User**: If necessary, provide the user with instructions on entering credentials correctly to avoid lockout.* - ***Issue**: A security audit reveals open ports that should not be accessible externally.* - ***Troubleshooting Steps**:* 1. ***Identify Open Ports**: Review the firewall configuration to identify the open ports flagged by the audit.* 2. ***Verify Port Requirements**: Confirm if these ports are essential for any application or service; if not, close them.* 3. ***Limit External Access**: If the ports are necessary, restrict access to specific IP addresses.* 4. ***Enable Logging for Open Ports**: Set up logging to monitor access attempts on these ports.* 5. ***Implement Regular Port Scans**: Schedule routine scans to identify any unexpected open ports in the future.* - **Microsoft 365 Components** (OneDrive, SharePoint, Email): - Resolving sync issues, permissions, and file access errors in OneDrive and SharePoint. - Common email issues (e.g., message delivery failure, attachment restrictions). - ***Scenario**: A user reports that their files are not syncing between OneDrive on their local device and the cloud.* - ***Troubleshooting Steps**:* 1. *Verify the user is signed in with the correct Microsoft 365 account in OneDrive.* 2. *Check for any paused sync status and resume sync if needed.* 3. *Ensure there is enough disk space on the local device.* 4. *Clear the OneDrive cache or reset the OneDrive app.* 5. *Check the OneDrive sync client version and update if necessary.* 6. *Ensure that no files have restricted characters or names that may cause sync issues.* - ***Scenario**: A user receives a shared link to a OneDrive file but cannot access it.* - ***Troubleshooting Steps**:* 1. *Verify the sharing permissions of the file (e.g., view or edit access).* 2. *Ensure the link was shared with the user's correct email address.* 3. *Check if the file has been restricted to specific people and if the user is on the list.* 4. *Confirm if the file owner has restricted external sharing if the user is from outside the organization.* 5. *Re-share the file with the appropriate permissions.* - ***Scenario**: A user tries to access a SharePoint document library but encounters an \"Access Denied\" error.* - ***Troubleshooting Steps**:* 1. *Verify that the user has been granted permission to the SharePoint site.* 2. *Check if the document library has unique permissions and ensure the user has access.* 3. *Confirm that the user's Microsoft 365 account is active and not locked.* 4. *Clear the user's browser cache and try accessing SharePoint in a different browser.* 5. *If permissions are correct, ask the user to log out and log back into Microsoft 365.* - ***Scenario**: A user cannot sync a SharePoint document library to their local device.* - ***Troubleshooting Steps**:* 1. *Confirm that OneDrive is installed and connected with the correct account.* 2. *Verify that the user has sync permissions for the SharePoint library.* 3. *Restart OneDrive and try to initiate the sync again.* 4. *Clear the OneDrive cache or reset OneDrive if necessary.* 5. *Check if the library exceeds the file count or size limit (e.g., more than 5,000 items can cause issues).* - ***Scenario**: A user reports that emails sent to an external domain are bouncing back.* - ***Troubleshooting Steps**:* 1. *Review the bounce-back message for specific error codes or reasons.* 2. *Confirm that the recipient\'s email address is correct and valid.* 3. *Check if the external domain has been blocked by the organization's email policy.* 4. *Verify that the user's mailbox is not over its storage limit.* 5. *Test sending to other external domains to determine if the issue is specific to one domain.* - ***Scenario**: A user cannot send an email because of a large attachment.* - ***Troubleshooting Steps**:* 1. *Check the attachment size and compare it to the Microsoft 365 attachment size limit.* 2. *Suggest uploading the attachment to OneDrive or SharePoint and sharing a link instead.* 3. *If available, use a file compression tool to reduce the file size.* 4. *Confirm that the email client (e.g., Outlook) is updated to the latest version.* 5. *Review email policies to ensure there are no custom size restrictions.* - ***Scenario**: A user reports duplicate files appearing in OneDrive, often with "PC" or "Conflict" added to the file names.* - ***Troubleshooting Steps**:* 1. *Confirm if multiple users are editing the same file at the same time.* 2. *Check if the user is accessing OneDrive files from multiple devices simultaneously.* 3. *Instruct the user to save and close files before switching devices.* 4. *Identify the duplicate files and help the user consolidate the changes.* 5. *Suggest using version history in OneDrive to resolve conflicts and restore previous versions if needed.* - ***Scenario**: A user reports they can no longer edit files in a SharePoint library they previously had access to.* - ***Troubleshooting Steps**:* 1. *Verify if there have been any recent permission changes on the SharePoint site.* 2. *Check if unique permissions have been applied to specific files or folders within the library.* 3. *Confirm that the user's group or role still has edit permissions on the library.* 4. *Review any recent changes in the user's account status (e.g., reactivation).* 5. *Reapply edit permissions to the affected user or group if necessary.* - ***Scenario**: A user reports Outlook is unable to connect to their Microsoft 365 mailbox.* - ***Troubleshooting Steps**:* 1. *Check the user's internet connection to ensure stable connectivity.* 2. *Verify that the user is logged into Outlook with their Microsoft 365 account.* 3. *Ensure that no recent password changes have caused credential mismatches.* 4. *Check for any service issues with Microsoft 365 Exchange.* 5. *Clear Outlook\'s cache or recreate the profile if the issue persists.* - ***Scenario**: A user tries to access a file shared via OneDrive but receives a notification that the link has expired.* - ***Troubleshooting Steps**:* 1. *Confirm the link settings with the file owner (e.g., expiration date and permissions).* 2. *Ask the file owner to recreate the sharing link if it has expired.* 3. *Verify if organization policies limit sharing link duration and adjust if needed.* 4. *Suggest using a more permanent sharing method, such as direct permission assignment, if frequent access is needed.* 5. *Educate the user about link expiration settings to avoid similar issues in the future.* - **Antivirus and Security Measures**: - Troubleshooting Microsoft Defender policies, scanning, and malware removal. - ***Problem**: A policy configured in Microsoft Defender is not applying to an endpoint.* - ***Troubleshooting Steps**:* 1. *Check if the device is properly enrolled in Intune and associated with the correct group.* 2. *Verify that the policy is correctly configured and deployed to the target group.* 3. *Ensure the device is connected to the network and has a stable internet connection.* 4. *Confirm that the device is compliant with all other configured policies.* 5. *Restart the device and check if the policy is applied after reboot.* 6. *Review logs in Microsoft Defender for Endpoint and Intune for any errors or conflicts.* - ***Problem**: Real-time protection is disabled and cannot be re-enabled.* - ***Troubleshooting Steps**:* 1. *Check if there are any other antivirus solutions installed that may conflict with Defender.* 2. *Confirm that real-time protection is enabled in the Microsoft Defender policy settings.* 3. *Look for Windows updates that might have caused compatibility issues; apply the latest updates.* 4. *Open Windows Security and try enabling real-time protection manually.* 5. *Check Event Viewer for Defender-specific errors and resolve them accordingly.* 6. *If unresolved, try resetting the Defender app using PowerShell.* - ***Problem**: Defender scan fails or stops midway.* - ***Troubleshooting Steps**:* 1. *Clear temporary files to free up system resources.* 2. *Run a quick scan to identify if any immediate threats are causing the issue.* 3. *Check if any third-party security software is conflicting; temporarily disable or remove it.* 4. *Restart the system and retry the scan.* 5. *Use PowerShell to run Start-MpScan -ScanType FullScan to initiate the scan.* 6. *If the problem persists, review Windows Event Viewer for detailed error logs.* - ***Problem**: Webroot is falsely identifying legitimate software as a threat and blocking it.* - ***Troubleshooting Steps**:* 1. *Open Webroot and check the quarantine or detection history for the blocked application.* 2. *Add the application to Webroot's allowlist to prevent future blocks.* 3. *Verify if the application has a digital signature to confirm legitimacy.* 4. *Report the application as a false positive to Webroot's support for analysis.* 5. *Run a full system scan to ensure no other threats are present.* 6. *Update Webroot to the latest version to reduce false positives.* - ***Problem**: Kaspersky is using excessive resources, slowing down the system.* - ***Troubleshooting Steps**:* 1. *Open Kaspersky settings and disable any unnecessary background tasks or additional features.* 2. *Update Kaspersky to the latest version to ensure optimal performance.* 3. *Check system resources in Task Manager to identify high usage by Kaspersky components.* 4. *Configure Kaspersky to run scans at low-priority times.* 5. *Add commonly used programs to Kaspersky's trusted applications to reduce scanning load.* 6. *Restart the system and monitor performance after making adjustments.* - ***Problem**: Defender detected malware but couldn't fully remove it.* - ***Troubleshooting Steps**:* 1. *Run Defender's Offline Scan to try removing persistent threats.* 2. *Check if real-time protection is enabled and attempt to re-scan the system.* 3. *Use PowerShell to remove the malware with Remove-MpThreat.* 4. *Download and run Microsoft Safety Scanner or Malwarebytes for additional cleanup.* 5. *Manually delete suspicious files or registry entries if identified.* 6. *Reboot the system and check if the threat has been removed.* - ***Problem**: Endpoint's SentinelOne agent is not connecting to the management console.* - ***Troubleshooting Steps**:* 1. *Confirm the endpoint has an active internet connection.* 2. *Verify that the agent version on the endpoint is up-to-date.* 3. *Check if there's any firewall or network setting blocking SentinelOne's communication.* 4. *Restart the SentinelOne agent service on the endpoint.* 5. *Re-enroll the device in SentinelOne if necessary.* 6. *Contact SentinelOne support if connectivity issues persist.* - ***Problem**: Webroot fails to update its virus definitions.* - ***Troubleshooting Steps**:* 1. *Check the internet connection and firewall settings that may block Webroot's update servers.* 2. *Ensure there is enough disk space for downloading updates.* 3. *Manually initiate the update from Webroot's settings menu.* 4. *Restart the Webroot application and attempt the update again.* 5. *Uninstall and reinstall Webroot if the issue remains.* 6. *Contact Webroot support for further assistance if the problem persists.* - ***Problem**: Defender is disabled by Group Policy and grayed out.* - ***Troubleshooting Steps**:* 1. *Open the Group Policy Editor and navigate to **Computer Configuration \> Administrative Templates \> Windows Components \> Microsoft Defender Antivirus**.* 2. *Set **Turn off Microsoft Defender Antivirus** to \"Not Configured\" or \"Disabled.\"* 3. *Run gpupdate /force in Command Prompt to apply policy changes.* 4. *Restart the system and check if Defender is re-enabled.* 5. *If managed by Intune, ensure Defender settings in Intune do not conflict with Group Policy.* 6. *Verify with IT admin if changes to Group Policy require additional permissions.* - ***Problem**: Kaspersky is not initiating scans on external drives.* - ***Troubleshooting Steps**:* 1. *Open Kaspersky settings and navigate to scan options.* 2. *Ensure that \"Scan external drives\" is enabled under scan settings.* 3. *Connect an external drive and manually initiate a scan to confirm settings.* 4. *Update Kaspersky to ensure compatibility with external storage devices.* 5. *Check if the device is recognized correctly in the operating system.* 6. *Restart the system if the issue persists and try scanning again.* **2. Scenario-based Exercises for Microsoft 365 and Device Management** - **Activities**: - **Microsoft 365 Administration**: - Case studies on managing users, permissions, and resolving access issues. - Scenarios involving Conditional Access policies and security alerts. - ***Problem**: A user reports being unable to access their Outlook account, receiving a \"Something went wrong\" error.* - ***Troubleshooting Steps**:* 1. *Verify the user\'s account status in the Microsoft 365 Admin Center (e.g., account not locked, no password expiry).* 2. *Check if there are Conditional Access policies restricting access from certain locations or devices.* 3. *Ensure the user has an active Outlook license assigned.* 4. *Confirm the user is not blocked by any sign-in risk policies.* 5. *Instruct the user to clear cache or try accessing Outlook in a private browser window.* - ***Problem**: A user cannot access a SharePoint site they previously had access to.* - ***Troubleshooting Steps**:* 1. *Check if the user's permissions were recently modified or removed on the SharePoint site.* 2. *Review the site permissions and confirm the user is a member of the correct group.* 3. *Ensure the user's account is still active and licensed for SharePoint.* 4. *Verify if there are any Conditional Access policies restricting access to SharePoint.* 5. *Check for any recent security or compliance policies affecting SharePoint access.* - ***Problem**: A user reports that they are not receiving MFA prompts when signing in.* - ***Troubleshooting Steps**:* 1. *Confirm MFA is enabled for the user under Azure Active Directory (Azure AD) \> Users \> Multi-Factor Authentication.* 2. *Check if there is a Conditional Access policy requiring MFA and confirm it applies to the user.* 3. *Verify that the user's authentication method (e.g., mobile phone, authenticator app) is correctly configured.* 4. *Ask the user to try a different MFA method if multiple methods are available.* 5. *If the issue persists, reset the user's MFA setup and have them reconfigure it.* - ***Problem**: A user cannot access OneDrive from their personal device, but they can access it from their work device.* - ***Troubleshooting Steps**:* 1. *Check if Conditional Access policies restrict access to OneDrive from unmanaged devices.* 2. *Review the user's access permissions and ensure they are part of any necessary device compliance groups.* 3. *Verify if the user's personal device meets the organization\'s compliance requirements (e.g., antivirus, encryption).* 4. *Confirm if there are any session controls configured to limit OneDrive access on unmanaged devices.* 5. *If needed, advise the user to add their personal device as a managed device or use the Microsoft 365 app if allowed.* - ***Problem**: An administrator receives a security alert for suspicious activity on a user's account.* - ***Troubleshooting Steps**:* 1. *Review the security alert details in Microsoft 365 Security Center to understand the activity type and severity.* 2. *Check the sign-in logs in Azure AD to confirm if there was unusual sign-in behavior (e.g., logins from unusual locations).* 3. *Notify the user and recommend a password reset.* 4. *Apply a Conditional Access policy to enforce MFA for high-risk sign-ins if not already enabled.* 5. *Monitor the user's activity for any further suspicious behavior.* - ***Problem**: A user reports that they cannot access Microsoft Teams; they are either unable to log in or see a \"restricted\" message.* - ***Troubleshooting Steps**:* 1. *Verify that the user has a Microsoft 365 license that includes Teams.* 2. *Confirm that Conditional Access policies do not block Teams access on their device.* 3. *Check if the user is assigned the correct security and compliance roles to access Teams.* 4. *Ensure there are no network restrictions or firewall issues on the user\'s device blocking Teams.* 5. *Ask the user to try logging into Teams through a different browser or the Teams desktop app.* - ***Problem**: A user is unable to share files with external users in OneDrive or SharePoint.* - ***Troubleshooting Steps**:* 1. *Verify the organization's sharing settings in SharePoint Admin Center to ensure external sharing is allowed.* 2. *Check the user's permission level on the files they are trying to share.* 3. *Confirm that there are no Conditional Access policies restricting external sharing for this user.* 4. *Review any compliance policies or sensitivity labels that may limit sharing with external users.* 5. *Advise the user to try sharing the file again, possibly using a different sharing option (e.g., email link).* - ***Problem**: A user cannot access Microsoft 365 resources due to a device compliance policy.* - ***Troubleshooting Steps**:* 1. *Check the Conditional Access policy settings to understand the device compliance requirements.* 2. *Review the user's device compliance status in Intune to identify any non-compliant settings.* 3. *Ensure the device has required security configurations (e.g., antivirus, encryption, updated OS).* 4. *Instruct the user on how to bring the device into compliance, or provide them with a compliant device.* 5. *Reassess the device's compliance status after the user makes necessary adjustments.* - ***Problem**: A remote worker cannot sign in to Microsoft 365 from a new location.* - ***Troubleshooting Steps**:* 1. *Review the Conditional Access policy to determine if it restricts sign-ins from certain geographic locations or IP addresses.* 2. *Verify if there is a "named location" policy and update it to include the new location if necessary.* 3. *Check if there are any policies requiring VPN access for remote logins.* 4. *Confirm that the user\'s account is not flagged for high-risk sign-ins.* 5. *If appropriate, adjust the policy settings temporarily or advise the user to access from an approved location.* - ***Problem**: The user receives an alert that their account had a risky sign-in attempt.* - ***Troubleshooting Steps**:* 1. *Review the sign-in activity in the Azure AD Sign-In logs to understand the risk type (e.g., unusual location).* 2. *Instruct the user to change their password immediately.* 3. *Enable MFA for the user if it is not already enforced.* 4. *Review and, if necessary, adjust Conditional Access policies to mitigate future risks.* 5. *Consider using Identity Protection to automate risk-based sign-in responses for similar situations.* - **Device Management**: - Hands-on with Intune for device enrollment, policy troubleshooting, and application deployment. - Troubleshooting Autopilot issues and compliance policies for device security. - ***Issue**: A user reports that their device is not enrolling in Intune after following the enrollment steps.* - ***Troubleshooting Steps**:* 1. ***Check User Licenses**: Verify that the user has an appropriate Intune license assigned.* 2. ***Verify Network Connectivity**: Ensure the device has a stable internet connection.* 3. ***Clear Enrollment Status Page**: Check if the device is stuck at the Enrollment Status Page (ESP); if so, try restarting the enrollment process.* 4. ***Verify Enrollment Restrictions**: Confirm that the enrollment restrictions are not preventing the device from enrolling.* 5. ***Check Device Compliance**: Make sure the device is not blocked by conditional access policies.* - ***Issue**: A device fails to complete the Windows Autopilot enrollment process.* - ***Troubleshooting Steps**:* 1. ***Review Autopilot Profile Assignment**: Ensure the Autopilot profile is assigned to the user or device group.* 2. ***Reset Device and Restart Enrollment**: If stuck, reset the device to factory settings and attempt the enrollment again.* 3. ***Check Internet Connection**: Autopilot requires an active internet connection; confirm that it is connected.* 4. ***Review Error Codes**: Check any error codes displayed during enrollment and refer to Microsoft documentation for specific solutions.* 5. ***Verify Azure AD Join Configurations**: Make sure the device meets Azure AD join requirements and that the join is successful.* - ***Issue**: A device shows as \"Non-Compliant\" due to the antivirus not being installed or up-to-date.* - ***Troubleshooting Steps**:* 1. ***Verify Antivirus Installation**: Check if Microsoft Defender or a third-party antivirus is installed and up-to-date.* 2. ***Check Compliance Policy**: Review the compliance policy settings to ensure they match the antivirus requirements.* 3. ***Run a Sync**: Perform a manual sync on the device to update compliance status.* 4. ***Update Antivirus Definitions**: If using Defender, manually check for updates or schedule an update.* 5. ***Force Compliance Evaluation**: Use PowerShell on the device to manually evaluate compliance (Invoke-ComplianceEvaluation).* - ***Issue**: An app fails to deploy to devices through Intune.* - ***Troubleshooting Steps**:* 1. ***Verify App Assignment**: Ensure the application is assigned to the correct user or device group.* 2. ***Check App Installation Requirements**: Confirm the device meets the app installation requirements (OS version, architecture).* 3. ***Review Intune Logs**: Check Intune logs on the device (using Company Portal app or event logs) for error messages.* 4. ***Confirm Storage Availability**: Ensure the device has enough storage space for the application.* 5. ***Resync Device with Intune**: Manually resync the device with Intune to initiate the app installation again.* - ***Issue**: A device is marked non-compliant because BitLocker encryption is not enabled.* - ***Troubleshooting Steps**:* 1. ***Check Encryption Policy**: Ensure BitLocker or device encryption is required by the compliance policy.* 2. ***Enable BitLocker**: On Windows devices, enable BitLocker manually and confirm it's applied to all required drives.* 3. ***Check TPM Compatibility**: Verify that the device has a compatible TPM chip and that it is enabled.* 4. ***Run Compliance Sync**: Manually sync the device with Intune to update compliance status.* 5. ***Check Intune Policy Update**: Confirm that the latest encryption policy is deployed to the device.* - ***Issue**: A device does not receive the compliance policies set in Intune, leaving it unsecured.* - ***Troubleshooting Steps**:* 1. ***Check Device Enrollment**: Ensure the device is enrolled in Intune and linked to the correct user.* 2. ***Confirm Policy Assignment**: Verify that the compliance policy is assigned to the correct user or device group.* 3. ***Sync Policy in Intune Console**: Go to the device's page in Intune and trigger a \"Sync\" operation.* 4. ***Verify Device Group Membership**: Ensure the device is part of the intended Azure AD group targeted by the policy.* 5. ***Check Policy Conflicts**: Make sure there are no conflicting policies preventing compliance settings from being applied.* - ***Issue**: A device gets stuck on the \"Identifying\" phase during Autopilot enrollment.* - ***Troubleshooting Steps**:* 1. ***Check Network Access**: Confirm that the device has internet access and can reach Microsoft endpoints.* 2. ***Review Autopilot Profile**: Ensure the Autopilot profile is assigned to the device and configured correctly.* 3. ***Reset the Device**: Reset the device and restart the Autopilot process.* 4. ***Check for Firmware Updates**: Ensure that the device firmware and drivers are up-to-date.* 5. ***Review Logs**: Access Windows Event Logs for any Autopilot-specific errors and consult Microsoft documentation for solutions.* - ***Issue**: The Company Portal app does not display required apps assigned to the device.* - ***Troubleshooting Steps**:* 1. ***Check App Assignments**: Verify that the apps are assigned as \"Required\" and to the correct device/user groups.* 2. ***Sync Device**: Open the Company Portal app on the device and manually sync to refresh the app list.* 3. ***Verify Connectivity**: Ensure the device has a stable internet connection to retrieve app information.* 4. ***Check for App Conflicts**: Make sure there are no conflicts or restrictions preventing the apps from being displayed.* 5. ***Clear App Cache**: Clear the cache in the Company Portal app and restart it.* - ***Issue**: A device shows non-compliance because it does not meet the security baseline policy.* - ***Troubleshooting Steps**:* 1. ***Review Security Baseline Settings**: Check the specific requirements of the security baseline policy (e.g., password complexity, lock screen timeout).* 2. ***Confirm Policy Assignment**: Ensure the security baseline is assigned to the correct group.* 3. ***Check Policy Conflicts**: Verify that there are no conflicting policies applied to the same device.* 4. ***Run a Compliance Check**: On the device, manually trigger a compliance check.* 5. ***Sync Device with Intune**: Initiate a sync from Intune to update the device's compliance status.* - ***Issue**: A device enrollment fails because a Conditional Access policy is blocking access.* - ***Troubleshooting Steps**:* 1. ***Review Conditional Access Policy**: Check the specific requirements of the Conditional Access policy blocking the device.* 2. ***Ensure Compliance Requirements**: Make sure the device meets all compliance requirements defined in the policy.* 3. ***Update Conditional Access Exclusions**: If necessary, temporarily exclude the device from the Conditional Access policy to allow enrollment.* 4. ***Verify User and Device Group Membership**: Confirm the user and device are part of the correct Azure AD groups.* 5. ***Review Enrollment Logs**: Check the device's event logs for any error messages related to Conditional Access.* **3. Review and Q&A Session** - **Activities**: - Summarize key points from each topic. - Open Q&A for specific issues faced by participants. - Discuss best practices and tips for ongoing troubleshooting and management.