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Configuration guide: System crash troubleshooting

Introduction

To get started with this library pack, please ensure all related content is installed and configured appropriately. This page provides guidance on which content is included and how to configure it.

Please keep in mind this is just a guide and represents suggested configurations. You are free to customize and edit content as you see fit based on your specific environment. 

Pre-requisites

This library pack contains content from the following expansion products

Content list and dependency

This library pack contains the following content and dependencies: 

Type

Name

Description

Dependencies

Workflows

System crash troubleshooting

Orchestrate the troubleshooting of system crashes in real-time. 

Remote actions

Get Dell pending BIOS firmware and driver updates

Utilizes the Dell Command Utility to perform scans on devices for any outstanding updates related to Drivers, BIOS, and Firmware.

 

Used directly in the workflow

 

Invoke install Dell pending driver updates

Automates Dell driver updates silently without user interface interruption.

 

Get HP pending BIOS firmware and driver updates

Utilizes the HP Image Assistant (HPIA) to perform scans on devices for any outstanding updates related to Drivers, BIOS, and Firmware.

 

Invoke install HP pending driver updates

Automates HP driver updates silently without user interface interruption.

 

Get BSOD crash driver minidump analysis

This Remote Action helps administrators to analyze Windows minidump files which are created when a fatal system crash occurs (otherwise known as BSOD).

Campaigns

Update drivers - Invoke

Asks the user if it's a good moment to perform driver updates that require a device restart. If the user agrees, the updates are installed in the background.

Required for “Invoke install Dell/HP pending driver updates” remote actions.

Update drivers - Completed

Informs users that following a driver update, it is now complete

Restart to update - Invoke

Informs users that an update completed and asks users to restart their device. If the user agrees, the remote action restarts the device

System crash - Workflow invoke

This campaign informs the user that IT has identified a system crash on their computer and has created an incident to investigate.

Used directly in the workflow

Configuration guide

To effectively use this library pack, the content must be installed and configured appropriately. Below are some suggested steps to install and configure the content properly before use. 

Step 1) Install library pack content

Go to the Nexthink Library and install all required content.

Step 2) Configure remote action(s)

Navigate to the manage remote action administration page to review and edit your remote actions. 

We recommend the following configurations for these remote actions:

To utilize remote actions in a workflow, they must be set up with a Manual trigger. There’s no requirement to define a schedule for these actions.

Name

Trigger

Schedule

Parameters to edit

Get BSOD crash driver minidump analysis

Workflow

Get Dell pending BIOS firmware and driver updates.

Workflow

  • DCU required version

  • DCU 64Bit download URL

  • DCU 32Bit download

Get HP pending BIOS firmware and driver updates

Workflow

  • HPIA required version

  • HPIA tool download URL

Invoke install Dell pending driver updates

Workflow

 

Invoke install HP pending driver updates

Workflow

Step 3) Edit campaign

Navigate to the manage campaigns administration page to review and edit your campaigns. 

For each installed campaign, please ensure to: 

  • Customize the sender name and image.

  • Review and adjust questions.

  • Publish the campaign when you are ready to use it.

We recommend the following configurations for these campaigns:

Name

Trigger

Priority

System crash notification - Workflow invoke

API

Urgent

Update drivers - Invoke

Remote action

Update drivers - Completed

Remote action

Restart to update - Invoke

Remote action

Step 4) Configure ChatGPT thinklet

API connections

The configuration of connector credentials is essential for enabling API calls. See detailed information at https://docs.nexthink.com/platform/latest/webhooks-manage-credentials

Each Service/API thinklet features a dropdown field for credentials, which must be populated. When a workflow is installed or copied from the Library, this field will initially be blank. This is because it's part of the local setup for each environment and is not included in the Library.

In this particular workflow, the ChatGPT thinklet is utilized. The necessary connector credentials can be chosen from the dropdown lists. It's important to ensure that the correct credentials have been entered.

The thinklet employs a “POST” method for the “chat/completions” resource. The payload includes a model for prompting the chat bot and the prompt itself. The error code, retrieved from the “Get minidump analysis data“ remote action, is passed to the prompt. Consequently, the response is expected to provide information about potential root causes specific to this error code.

CODE
{
     "model": "gpt-3.5-turbo",
     "messages": [{"role": "user", 
     "content": "what is the error {{get_minidump_analysis_data.result.outputs.error}} for a system crash? The limit is 999 chars"}]
}

The response is captured with the JSON path.

CODE
$.choices[0].message.content

image-20240507-143918.png

Step 5) Configure ServiceNow connector

API connections

The configuration of connector credentials is essential for enabling API calls. See detailed information at https://docs.nexthink.com/platform/latest/webhooks-manage-credentials .

Each Service/API thinklet has a dropdown field for credentials that needs to be filled out. When the workflow is installed or copied from the Library, this field will be blank as it is a local setup of each environment and is not included in the Library.

Connector credential.png

ServiceNow thinklet connectors

In this workflow, ServiceNow actions are used using the built-in ServiceNow connectors. The required action and the connector credentials can be selected from the drop down lists, and the available parameters will change in line with the action chosen. Please verify the appropriate credentials have been filled in.

SNOW widget.png

 

Step 6) Set workflow event trigger

This workflow is designed to run automatically using an event trigger on system crashes. The following query can be used to trigger a workflow event.

image-20240507-134254.png

CODE
device_performance.system_crashes
| where device.hardware.type != virtual
| list device.name

Usage guide

Your content is now configured and ready to be used. For usage overview and recommendations, you can visit the usage guide:

Usage guide: System crash troubleshooting


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