Supporting Ubuntu 8.04 LTS is a three day course that will teach you all about Ubuntu, a community developed, freely available Linux-based operating system suitable for laptops, desktops and servers. This course is based on Ubuntu 8.04 LTS (Hardy Heron) and Ubuntu Netbook Remix (UNR). It is designed for support professionals working for Canonical partners and/or customers, who need to provide effective Ubuntu support. You will complete many hands-on exercises which are based on real-life common support scenarios you are likely to encounter. This course also contains references to knowledge-base articles. These articles are a useful source of information providing procedures for the resolution of specific issues.

During day 1 and 2, you will study the Ubuntu Desktop course and learn to work with Ubuntu at a proficient user level. During day 3, you will learn how to support Ubuntu in common troubleshooting situations.

During day 1 and 2, students will go through the Ubuntu Desktop course and learn to work with Ubuntu at a user level. Students will:

• Receive: a basic overview of the history behind Unix, The GNU Project, Linux, and Ubuntu.
• Understand some basic operational differences between Ubuntu and Microsoft Windows
• Use most common applications including connecting to the Internet and email; OpenOffice; multimedia and music applications etc.
• Understand how to install/remove applications (Synaptic + Add/Remove). How NOT to install/remove applications.
• Know where to search for additional information/support: Wiki, forums, IRC, mailing lists, hardware support, etc.
• Understand Launchpad; its purpose and functionality.

During day 3, students will learn how to support Ubuntu through the most common (actual or anticipated) troubleshooting experiences. The objectives for this day should be met through those troubleshooting experiences, as opposed to theory followed by practice

• Understand the relationship and differences between “Linux”, “Kernel” and “Window manager” concepts
• Learn how to personalize the desktop by using GNOME applets – System Monitor, Disk Mounter, etc.
• Understand the differences and similarities of the File Hierarchy System in Linux vs. Windows typical file systems – data & system folders, backing up important data, etc.
• Understand how hardware drivers are managed by Ubuntu, compared to Windows, including basic legal and ethical aspects
• Perform basic troubleshooting on devices:
• Determine which devices are identified on the USB and PCI buses.
• Learn how to quickly assess printer, graphic (X), network and general hardware problems & possible solutions
• Determine how/when/which device drivers are loaded
• Examine the Kernel Ring Buffer (dmesg)
• Locate and view log files (/var/log/)
• Understand package repositories, their function, and how to enable and disable them in both a GUI and CLI environment.
• Understand Ubuntu releases life cycles including upgrades and updates
• Develop a basic understanding of the Ubuntu Security Model:
• sudo
• File permissions
• Users, accounts, and groups, user-switching
• Address common support requests:
• Usage of Kernel parameters to troubleshoot booting issues (using startup-manager)
• Identifying which hardware is enabled by which drivers
• Recovery: password, broken upgrades, display
• Display issues: nvidia vs. ATI vs. others, Xorg.conf editing, Compiz configuration, dual display configuration
• Sound/WebCam troubleshooting: alsa-mixer, low-level, common applications
• NetworkManager including ndiswrapper
• Installing Windows applications (virtualization vs. emulation)
• Set up Linux Compatible printers (HPLIP, binary drivers, CUPS).