Overview
The AppSense Support 2.0 course is a comprehensive troubleshooting course providing the necessary skills to enable AppSense DesktopNow administrators and support desk team members to troubleshoot and resolve a high percentage of first line support incidents associated with AppSense DesktopNow.
This instructor-led course provides the necessary foundation to analyse and troubleshoot issues with the installation and configuration of AppSense DesktopNow.
Formal instructor led training will take the student through the troubleshooting methodologies used within the AppSense Support Team, and then apply those techniques to identify and isolate problems arising in the individual components of AppSense DesktopNow.
Objectives
- Use the AppSense troubleshooting methodology to categorizing problems correctly
- Recognizing and eliminating supporting technologies that may affect the DesktopNow solution
- Recognizing and troubleshooting the individual components of the DesktopNow solution
- This course contains the subject matter to prepare candidates for the AppSense Certified
- Support Engineer 2.0 exam.
Module 1 – Troubleshooting Methodologies & Fundamentals
- Describe the four phases of the AppSense Support Methodology
- Detail the concepts and elements that can affect the DesktopNow solution
- AppSense Support best practices to help avoid problems whilst investigating and fixing issues
Module 2 – Troubleshooting AppSense Endpoints
- Tools available to aid troubleshooting
- Verifying endpoint components and functionality
- Troubleshooting the Client Communication Agent
- Troubleshooting Environment Manager software and functionality at the endpoint
- Troubleshooting Application Manager software and functionality at the endpoint
- Troubleshooting Performance Manager software and functionality at the endpoint
- Enabling endpoint product logging and evaluating the collected logs
Module 3 – Troubleshooting Web Servers
- Discovering how AppSense uses the Web servers
- Checking the Configuration of the servers
- Enabling and examining server Logs
- Testing the connection to SQL from the servers
- Fundamentals of NLB troubleshooting
Module 4 – Troubleshooting Databases
- Understanding how AppSense uses SQL
- Checking Connectivity to the SQL servers
- Tools used to troubleshooting Replication issues
- Clarifying user accounts and permissions needed to verify SQL functionality
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