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:

TypeNameDescriptionDependencies

System crash troubleshooting

Orchestrate the troubleshooting of system crashes in real-time.

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).

Get Lenovo pending BIOS firmware and driver updates

Utilizes the Lenovo System Update Utility tool to perform scans on devices for any outstanding updates related to Drivers, BIOS, and Firmware.

Invoke install Lenovo pending driver updates

Automates Lenovo driver updates silently without user interface interruption.

Disk cleanup

Helps employees to maintain healthy levels of disk space.

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.

NameTriggerParameters to editSchedule

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

Get Lenovo pending BIOS firmware and driver updates

Workflow

  • LSUU required version

  • LSUU tool download URL

N/A

Invoke install Dell pending driver updates

Workflow

N/A

Invoke install HP pending driver updates

Workflow

N/A

Invoke install Lenovo pending driver updates

Workflow

N/A

Disk cleanup

Workflow

N/A

NameTriggerParameters 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

NameValueDescription

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

NameValueDescription

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

Get Lenovo pending BIOS firmware and driver updates

NameValueDescription

install_lenovo_utility

True

This Remote Action must have the Lenovo update utility in place to run. Confirm you would like the Remote Action to install it by setting this value to True. If the Lenovo utility 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

lenovo_tool_download_url

This is the URL to the Lenovo System Update tool version which you wish to install

maximum_delay_in_seconds

300

Maximum random delay set to avoid network overload. Provide number of seconds lower than 600

Invoke install Dell pending driver updates - input parameters

NameValueDescription

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

NameValueDescription

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

Invoke install Lenovo pending driver updates

NameValueDescription

install_lenovo_utility

True

This Remote Action must have the Lenovo System Update tool in place to run. Confirm you would like the Remote Action to install it by setting this value to True. If the LSU 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

lenovo_tool_download_url

Full URL to download the required version of Lenovo System Update

forced_install_no_campaign_notifications

False

If forced install is set to True the pending driver updates will be installed to the device with no user notifications

campaign_ask_if_can_install

True

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

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

maximum_delay_in_seconds

300

Maximum random delay on seconds to avoid overloading the network

Disk cleanup

NameValueDescription

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:

NameTriggerPriority

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

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.

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

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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