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:

TypeNameDescription

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. See detailed information at https://nexthink.gitbook.io/opd/integrations/outbound-connectors/connector-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.

ServiceNow actions can be created using the built-in ServiceNow connector. 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.

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.

NameTriggerParameters to edit

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

NameValueDescription

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

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

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

Step 5) Configure campaigns

There are three campaigns in this workflow:

Campaign nameCampaign NQL IDDescription

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:

Code
1 device_performance.hard_resets
2 | where device.operating_system.platform == windows
3 | 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: Hard reset troubleshooting

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