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:
| Type | Name | Description |
|---|---|---|
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. | |
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. |
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.
| Name | Trigger | Parameters 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:
|
Get Dell pending BIOS firmware and driver updates. | API trigger should be enabled so that it can be triggered from the Workflow |
|
Get HP pending BIOS firmware and driver updates | API trigger should be enabled so that it can be triggered from the Workflow |
|
Get Lenovo pending BIOS firmware and driver updates | API trigger should be enabled so that it can be triggered from the Workflow |
|
Invoke install Dell pending driver updates | API trigger should be enabled so that it can be triggered from the Workflow |
|
Invoke install HP pending driver updates | API trigger should be enabled so that it can be triggered from the Workflow |
|
Invoke install Lenovo pending driver updates | API trigger should be enabled so that it can be triggered from the Workflow |
|
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
| Name | Value | Description |
|---|---|---|
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
| 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 | 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 | 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
| Name | Value | Description |
|---|---|---|
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
| 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 | 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
| 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 | 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
| Name | Value | Description |
|---|---|---|
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 |
Step 5) Configure campaigns
There are three campaigns in this workflow:
| Campaign name | Campaign NQL ID | Description |
|---|---|---|
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:
Last updated