Configuration guide: Hard reset troubleshooting
Introduction
To get started with this workflow, 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:
Hard reset troubleshooting
The workflow of surveying employees, collecting technical data, and taking action to resolve unexpected hard resets.
Hard reset survey - Workflow invoke
This campaign is a survey that asks the user what happened and what caused the hard reset.
Disk cleanup - Invoke
Works in pair with the Disk cleanup remote action. It asks users if they want to start a disk cleanup and to choose between a light clean or a deep clean.
Disk cleanup - Completed
Works in pair with the Disk cleanup remote action. Inform the user about the completion of the disk cleanup
Get Windows Event Log entry information
It is used to interrogate the Windows Event Log and output details of any matching event found according to the event information provided in the inputs of the Remote Action.
Get battery status
Returns the health status of the battery installed on the laptop, in terms of capacity that it can still hold.
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.
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.
Disk cleanup
Helps employees to maintain healthy levels of disk space.
Configuration guide
Step 1) Install library pack content
Go to the Nexthink Library and install all required content.
Step 2) Configure ITSM API connector credentials
The configuration of connector credentials is essential for enabling API calls. 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. See detailed information in the documentation.
ServiceNow actions can be created using the built-in ServiceNow connector. More information about the ServiceNow Incident Management connector can be found in the documentation.
Step 4) Configure remote action(s)
This workflow uses the following remote actions. Make sure to install the latest versions and complete the setup as below.
Get Windows Event Log entry information
API trigger should be enabled so that it can be triggered from the Workflow
The following RA input parameters will be overridden by workflow parameters and must have the Allow user to enter custom values option enabled:
DaysUntilExpiration
PasswordExpirationPolicyInDays
Get Dell pending BIOS firmware and driver updates.
API trigger should be enabled so that it can be triggered from the Workflow
DCU required version
DCU 64Bit download URL
DCU 32Bit download
Get HP pending BIOS firmware and driver updates
API trigger should be enabled so that it can be triggered from the Workflow
HPIA required version
HPIA tool download URL
Invoke install Dell pending driver updates
API trigger should be enabled so that it can be triggered from the Workflow
DCU required version
DCU 64Bit download URL
DCU 32Bit download
Invoke install HP pending driver updates
API trigger should be enabled so that it can be triggered from the Workflow
HPIA required version
HPIA tool download URL
Get Windows Event Log entry information - input parameters
This workflow uses this remote action to check and collect the latest status information for the following Windows events that are logged when the device reboots. This information is then passed into a support ticket created by the workflow to help IT troubleshoot the case:
Event ID 41
Event ID 6008
Event ID 1074
search_time_period_last_x_minutes
180
Number of minutes to recurse the event log to find the error details provided
event_log_1
System
Windows event log name
severity_level_1
Critical
Event level name
event_id_1
41
Windows event ID 41 is a critical error that usually indicates an unexpected shutdown or loss of power to your computer.
event_description_1
''
Not used in this workflow
event_log_2
System
Windows event log name
severity_level_2
Error
Event level name
event_id_2
6008
Windows event ID 6008 is triggered if the computer was shut down forcefully using remote shutdown tool or automatically by a third-party program without the user request.
event_description_2
''
Not used in this workflow
event_log_3
System
Windows event log name
severity_level_3
Information
Event level name
event_id_3
1074
Windows event ID
event_description_3
''
Not used in this workflow
Get HP pending BIOS firmware and driver updates
install_hpia_tool
True
This Remote Action must have the HPIA tool in place to run. Confirm you would like the Remote Action to install it by setting this value to True. If the HPIA tool is already installed on the device we will skip the installation regardless of this value. To ensure successful usage every time we recommend to leave the value at True
hpia_required_version
5.2.1
The required version of HP Image Assistant tool in the format MajorVersion.MinorVersion.BuildVersion. For example, 5.2.0
hpia_tool_download_url
Full URL to download the required version of HP Image Assistant tool
maximum_delay_in_seconds
30
This ensures randomization of endpoints when connecting to external resources to prevent any overloading
Get Dell pending BIOS firmware and driver updates - input parameters
install_DellCU_tool
True
This Remote Action must have the Dell command update utility in place to run. Confirm you would like the Remote Action to install it by setting this value to True. If the DCU is already installed on the device we will skip the installation regardless of this value. To ensure successful usage every time we recommend to leave the value at True
DCU_required_version
5.2.0
DCU Version to be used, will be installed if not installed,Any old versions present on the device will be uninstalled
DCU_64Bit_download_url
DCU 64bit Setup executable download link
DCU_32Bit_download_url
DCU 32bit Setup executable download link
maximum_delay_in_seconds
30
Maximum random delay set to avoid network overload. Provide number of seconds lower than 600
Invoke install Dell pending driver updates - input parameters
install_DellCU_tool
True
This Remote Action must have the Dell Command Update tool in place to run. Confirm you would like the Remote Action to install it by setting this value to True. If the Dell Command Update tool is already installed on the device we will skip the installation regardless of this value. To ensure successful usage every time we recommend to leave the value at True
DCU_required_version
5.2.0
DCU Version to be used, will be installed if not installed,Any old versions present on the device will be uninstalled
DCU_64Bit_download_url
DCU 64bit Setup executable download link
DCU_32Bit_download_url
DCU 32bit Setup executable download link
forced_install_no_campaign_notifications
True
If forced install is set to True the pending driver updates will be installed to the device with no user notifications
forced_restart_no_campaign_notifications
False
When executing the remote action with forced_install_no_campaign_notifications set to True this input must be used to determine whether or not to force a restart after the forced update. Only applicable for forced_install mode (no user interaction)
campaign_ask_if_can_install
False
When executing the remote action with this input set to True, the remote action will prompt the user to ask if we can perform a driver update on the device. If the user selects 'no' then the driver update will not be performed and the script will exit
campaign_request_user_restart
True
When executing the remote action with this input set to True, if the user agrees to perform the driver installation, when the installation is complete they will be prompted to perform a restart. The user can choose to not restart if it is not convenient. If a restart is not required following updates we will automatically invoke the campaign only to inform the user the updates are complete
update_invoke_campaign_id
update_drivers_invoke
The campaign ID used to invoke the request to install updated drivers
update_complete_restart_needed_campaign_id
restart_to_update_invoke
The campaign ID used to request a restart following installation of driver updates
update_complete_no_restart_needed_campaign_id
update_drivers_completed
The campaign ID used to inform user we are finished following installation of driver updates, automatically invoked if no restart was needed
maximum_delay_in_seconds
45
Maximum random delay on seconds to avoid overloading the network
Invoke install HP pending driver updates - input parameters
install_hpia_tool
True
This Remote Action must have the HPIA tool in place to run. Confirm you would like the Remote Action to install it by setting this value to True. If the HPIA tool is already installed on the device we will skip the installation regardless of this value. To ensure successful usage every time we recommend to leave the value at True
hpia_required_version
5.2.1
The required version of HP Image Assistant tool in the format MajorVersion.MinorVersion.BuildVersion. For example, 5.2.0
hpia_tool_download_url
Full URL to download the required version of HP Image Assistant tool
forced_install_no_campaign_notifications
True
If forced install is set to True the pending driver updates will be installed to the device with no user notifications
forced_restart_no_campaign_notifications
False
When executing the remote action with forced_install_no_campaign_notifications set to True this input must be used to determine whether or not to force a restart after the forced update. Only applicable for forced_install mode (no user interaction)
campaign_ask_if_can_install
False
When executing the remote action with this input set to True, the remote action will prompt the user to ask if we can perform a driver update on the device. If the user selects 'no' then the driver update will not be performed and the script will exit
campaign_request_user_restart
True
When executing the remote action with this input set to True, if the user agrees to perform the driver installation, when the installation is complete they will be prompted to perform a restart. The user can choose to not restart if it is not convenient. If a restart is not required following updates we will automatically invoke the campaign only to inform the user the updates are complete
update_invoke_campaign_id
update_drivers_invoke
The campaign ID used to invoke the request to install updated drivers
update_complete_campaign_id
restart_to_update_invoke
The campaign ID used to request a restart following installation of driver updates
update_complete_no_restart_needed_campaign_id
update_drivers_completed
The campaign ID used to inform user we are finished following installation of driver updates, automatically invoked if no restart was needed
maximum_delay_in_seconds
45
Maximum random delay on seconds to avoid overloading the network
Step 5) Configure campaigns
There are three campaigns in this workflow:
Hard reset survey - Workflow invoke
hard_reset_survey__workflow_invoke
This campaign is a survey that asks the user what happened and what caused the hard reset.
Disk cleanup - Invoke
disk_cleanup_invoke
Works in pair with the Disk cleanup remote action. It asks users if they want to start a disk cleanup and to choose between a light clean or a deep clean.
Disk cleanup - Completed
disk_cleanup_completed
Works in pair with the Disk cleanup remote action. Inform the user about the completion of the disk cleanup.
Please note: In this workflow, 'Hard reset survey - Workflow invoke' appears as a single campaign with specific conditions based on campaign answers.
Note that the workflow will trigger once the campaign has been fully completed
These campaigns should be modified before use to ensure that they match corporate communication guidelines. 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.
Step 6) Schedule the workflow
This is an event-triggered workflow, designed to run after a hardware reset punctual event has been detected using NQL.
Recommended trigger configuration
Select the Event trigger type and configure the event trigger as shown below.
NQL:
Usage guide
Your content is now configured and ready to be used. For usage overview and recommendations, you can visit the usage guide:
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