Usage guide: OneDrive assisted troubleshooting
This page outlines various ways to use the pack, including use case examples.
Administrators can refer to the Configuration guide: OneDrive assisted troubleshooting to set up and customize the installed content.
The OneDrive assisted troubleshooting library pack enables EUC teams to:
Simplify and accelerate the OneDrive troubleshooting process for the Service Desk agent by reducing the steps they need to perform to investigate and/or resolve the issue.
Speed up Service Desk ticket resolution by automating common repetitive remediation steps.
Provide an automated, guided process for resolving OneDrive synchronization issues or malfunctions on Windows or macOS devices.
In addition, this library pack contains remote actions and campaigns to ask permission to make changes and to check for problem resolution.
Library pack uses
Jump to Use cases on this page to see relevant scenario applications.
Use the library pack content for the following purposes.
Visibility
This library pack focuses on the OneDrive assisted troubleshooting workflow. It gathers information on the local OneDrive installation and provides remediation where required. Then, it asks for user confirmation whether the issue is resolved before proceeding.
An ITSM ticket is updated at each step of this process.
Workflow triggering
This workflow is intended to be launched on a specific device during a call with an employee or in response to an issue raised by an employee experiencing OneDrive stability issues. This can be achieved using Device View (as shown below) or Amplify.
An ITSM ticket should be raised before launching the workflow, as it will be updated during its operation.
Workflow parameter: This workflow has one parameter: Incident Number."This ITSM ticket reference will be used throughout the workflow as information is added. It should be entered manually when the workflow is executed.
Collecting the incident Ticket_ID from ServiceNow
To retrieve the Ticket_id' reference from ServiceNow:
Open the ticket.
Click on the menu button in the top left of the screen.
Select
Copy Ticket_idfrom the drop-down list.
The Ticket ID can now be pasted directly into the workflow parameter.
The workflow operates differently on Windows and macOS devices. On Windows, the employee is guided through multiple stages and checkings of OneDrive troubleshooting. On macOS, the workflow is dedicated to the OneDrive reset/restart recreation process.
Use cases
In addition to the relevant use cases covered below, you may uncover other troubleshooting scenarios specific to your environment.
Checking OneDrive status
A campaign informs the user that troubleshooting is available and requests permission to proceed.
Upon user approval, the workflow identifies whether the device is running Windows or macOS and automatically begins performing the various checks and resolutions.
The following describes the workflow's main actions and checks for each of the different operating systems, Windows or macOS.
Windows:
Gather Information: Collect information about the status of the Microsoft OneDrive client on the device.
Check Sync Status: Retrieve and check the sync status of the OneDrive client.
Repair OneDrive Client: Initiate a repair of the OneDrive client on the device.
Check Wi-Fi Signal Strength: Evaluate the performance of the Wi-Fi connection.
Check Network Speed: Assess the network's performance if the connection is via Ethernet.
Get OneDrive Information: Detect potential cloud or local size issues.
Check for OneDrive Crash: Identify if the OneDrive executable is failing and capture the error code to report it in the ITSM ticket.
In scenarios where OneDrive fails to synchronize, the OneDrive client can be reset. This resets all OneDrive settings, and OneDrive will fully sync after the reset. No data will be lost by resetting OneDrive.
MacOS:
Gather Information: Collect information about the status of the Microsoft OneDrive client on the device.
Check Sync Status: Retrieve and check the sync status of the OneDrive client.
Reset OneDrive Client: Initiate a reset of the OneDrive client on the device.
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