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

• Employee Engagement - Campaigns

• Flow - Workflows

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).
	Disk cleanup	Helps employees to maintain healthy levels of disk space.
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
	Hard reset survey - workflow invoke	This campaign is a survey that asks the user what happened and what caused the hard reset.	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	Parameters to edit	Schedule
Get BSOD crash driver minidump analysis	Workflow		N/A
Get Dell pending BIOS firmware and driver updates.	Workflow	DCU required version DCU 64Bit download URL DCU 32Bit download	N/A
Get HP pending BIOS firmware and driver updates	Workflow	HPIA required version HPIA tool download URL	N/A
Invoke install Dell pending driver updates	Workflow		N/A
Invoke install HP pending driver updates	Workflow		N/A
Disk cleanup	Workflow		N/A

Name	Trigger	Parameters to edit
Get BSOD crash driver minidump analysis	API trigger should be enabled so that it can be triggered from the Workflow	Install Windows Debugger Analyze dump file
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
Get Lenovo pending BIOS firmware and driver updates	API trigger should be enabled so that it can be triggered from the Workflow	LSUU required version
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
Invoke install Lenovo pending driver updates	API trigger should be enabled so that it can be triggered from the Workflow	LSUU download URL
Disk cleanup	API trigger should be enabled so that it can be triggered from the Workflow	disk_cleanup_campaign_id cleanup_completed_campaign_id remove_files_not_modified_in_days cleanup_level

Get HP pending BIOS firmware and driver updates

Name	Value	Description
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	https://hpia.hpcloud.hp.com/downloads/hpia/hp-hpia-5.2.0.exe	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

Name	Value	Description
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	https://downloads.dell.com/FOLDER11201586M/1/Dell-Command-Update-Windows-Universal-Application_0XNVX_WIN_5.2.0_A00.EXE	DCU 64bit Setup executable download link
DCU_32Bit_download_url	https://downloads.dell.com/FOLDER11201586M/1/Dell-Command-Update-Windows-Universal-Application_0XNVX_WIN_5.2.0_A00.EXE	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

Name	Value	Description
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	https://dl.dell.com/FOLDER11201586M/1/Dell-Command-Update-Windows-Universal-Application_0XNVX_WIN_5.2.0_A00.EXE	DCU 64bit Setup executable download link
DCU_32Bit_download_url	https://dl.dell.com/FOLDER11201586M/1/Dell-Command-Update-Windows-Universal-Application_0XNVX_WIN_5.2.0_A00.EXE	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

Name	Value	Description
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	https://hpia.hpcloud.hp.com/downloads/hpia/hp-hpia-5.2.1.exe	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

Disk cleanup

Name	Value	Description
disk_cleanup_campaign_id	disk_cleanup_invoke	ID of the campaign to allow the user select which cleanup process will be done.
cleanup_completed_campaign_id	disk_cleanup_completed	ID of the campaign to notify the user about the finish of the cleanup process.
remove_files_not_modified_in_days	7	Files modified less recently than this threshold will be deleted.
cleanup_level	Light	The level of disk cleanup.

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 Connector credentials | Nexthink Documentation

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 connector 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.

This connector thinklet accepts the error code received from the “Get minidump analysis data“ remote action and passes it to the ChatGPT prompt along with the text portion of the prompt. Detailed information about configuring the ChatGPT connector can be found at ChatGPT connector Thinklet | Nexthink Documentation .

Example ChatGPT connector thinklet configuration in this workflow:

• ChatGPT model name: gpt-3.5-turbo

• Role: user

• ChatGPT prompt text: Please provide a brief explanation of the following error code and limit your response to less than 900 characters:

• ChatGPT prompt input: Error code output of the “Get minidump analysis data“ remote action

Step 5) Configure ServiceNow connector

API connections

The configuration of connector credentials is essential for enabling API calls. See detailed information at Connector credentials | Nexthink Documentation .

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.

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.

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.

NQL:

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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RELATED TOPICS

• Manage Workflows

• Manage Campaigns

• Manage Remote Actions