WP360S PC Setup Guide v2 6

WP360 PC Setup User guide Instructions to setup your WP360 computer R3.1 version 2.6

WP360S PC Setup Guide v2.6.docx

Contents 1 BEFORE YOU START ....................................................................................................... 3

1.1 WHAT’S IN THE BOX? .................................................................................................... 3 1.2 WHAT WILL YOU NEED? ................................................................................................ 3 1.3 WHAT IS INSTALLED DURING THE SETUP PROCESS? ................................................... 3 1.4 ABBREVIATIONS AND DEFINITIONS .............................................................................. 3 1.5 CORRESPONDING IMAGE VERSION ............................................................................... 3

2 PC SETUP INSTRUCTIONS ............................................................................................... 4 2.1 PC SETUP INSTALLATION CHECKLIST ........................................................................... 4 2.2 DETAILED PC SETUP INSTRUCTIONS ............................................................................ 5 2.3 REIMAGING THE COMPUTER (RECOVERY) .................................................................. 16 2.4 REIMAGING THE COMPUTER (USB THUMB DRIVE) ...................................................... 17

3 FREQUENTLY ASKED QUESTIONS AND TROUBELSHOOTING .............................................. 18 3.1 HOW LONG DOES THE SETUP PROCESS TAKE? .......................................................... 18 3.2 CAN I SET UP THIS COMPUTER OUTSIDE THE COMPANY OFFICE? .............................. 18 3.3 CAN I CONTINUE TO WORK ON MY OTHER COMPUTER WHILE THE NEW IS BUILDING 18 3.4 WHAT SHOULD I DO AFTER COMPLETING THE PC SETUP ........................................... 18 3.5 WHERE CAN I FIND THE NAME AND DESCRIPTION OF MY COMPUTER? ...................... 18 3.6 MY COMPUTER WON’T TURN ON ................................................................................ 19 3.7 VPN INCORRECTLY DETECTED ................................................................................... 19 3.8 REGIONAL SETTINGS (LOCALE) AND KEYBOARD LAYOUT .......................................... 19 3.9 PROBLEMS ACCESSING THE ACTIVE DIRECTORY ........................................................ 20 3.9.1 LOGON FAILED .......................................................................................................................... 20 3.9.2 SERVER NOT OPERATIONAL ..................................................................................................... 20 3.9.3 NON CORPORATE CONNECTION DETECTED .............................................................................. 21 3.10 CHANGE YOUR PASSWORD PRIOR TO JOING THE DOMAIN......................................... 22 3.11 I CAN’T JOIN DOMAIN .................................................................................................. 24 3.12 MORE THAN ONE ELIGIBLE COMPUTER ACCOUNT FOUND ......................................... 24 3.13 NO ELIGIBLE COMPUTER ACCOUNT FOUND ................................................................ 24 3.14 I CAN’T LOG INTO THE DOMAIN .................................................................................. 25 3.15 I DON’T HAVE MY VPN CREDENTIALS ......................................................................... 25 3.16 MY DEVICES ARE NOT WORKING WITH MY NEW COMPUTER ...................................... 25 3.17 HP CAE ISSUES ........................................................................................................... 25 3.17.1 NO BLUE CAE ICON IN SYSTEM TRAY DURING INITIAL LOGON ................................................... 25 3.17.2 THE APPLICATION DID NOT INSTALL OR IS NOT WORKING ....................................................... 25 3.18 SYMANTEC SHOWS A YELLOW EXPLANATION MARK ................................................. 26 3.19 “OTHER PEOPLE ARE LOGGED ON TO THE THIS COMPUTER”, WHEN REBOOTING ..... 26 3.20 SETUP PROCESS STALLS ............................................................................................ 27 3.20.1 SETUP PROCESS DOES NOT CONTINUE AT STEP 17, “CLEAN UP AND PREPARATION” ............. 27 3.21 ERROR CONNECTING TO EWA ECN ............................................................................. 27 3.22 PROMPT FOR ADMINISTRATOR PASSWORD .............................................................. 27 3.23 DEFECTIVE OR INCOMPLETE HARDWARE ................................................................... 28 3.24 HOW TO CONTACT THE HELPDESK ............................................................................. 28

4 DOCUMENT CONTROL................................................................................................... 31 4.1 CHANGE HISTORY ....................................................................................................... 31 4.2 RELATED DOCUMENTATION ....................................................................................... 31

HP Enterprise Services Page 2 of 31 © Copyright 2014 Hewlett-Packard Development Company, L.P.

All rights reserved. template version 1.0


1 BEFORE YOU START This guide provides information for setting up your new Personal Computer (PC) in your company office.

1.1 WHAT’S IN THE BOX?

• Your new computer with power cord (see 3.23 in case of trouble).

• This guide

1.2 WHAT WILL YOU NEED?

• The WP360 PC Setup Guide (included in box)

• Computer with Power cord (included in box)

• Access to the Ericsson Network

• The domain name, your user name and password

1.3 WHAT IS INSTALLED DURING THE SETUP PROCESS?

The setup process will install the following on your new computer:

• Microsoft Windows 7 Operating System

• Enterprise Applications selected by Ericsson

• Media Player, Flash Player, Symantec End Point Protection, Office 2010, Lync

• HP CAE Client

1.4 ABBREVIATIONS AND DEFINITIONS

Term Definition

HP Hewlett Packard

VPN Virtual Private Network. E.g. RVI

HP CAE Hewlett Packard Client Automation Enterprise. Software management tool available on the WP360 computers.

Active Directory

The “directory” on the corporate network, where (among other) user and computer related information is stored

LDS Lightweight Directory Service. The Active Directory is a LDS implementation.

1.5 CORRESPONDING IMAGE VERSION

This document was written to match image version 1.6.0. Some details could be different if the computer build is done using another version of the image.

1.6 VPN SOLUTION IS NOT YET AVAILABLE

Although building the computer over a VPN connection is referred to a few times in this document, this is a future feature, and not yet available. See also 3.9.3 for some practical information.




2 PC SETUP INSTRUCTIONS

2.1 PC SETUP INSTALLATION CHECKLIST

This section of the user guide will briefly describe the steps required to perform the out of the box PC setup. This section is intended to act as a quick reference guide for experienced users only.

For a detailed instruction, or in case you have questions or doubts, see section 2.2.

Note: In case of questions, refer to the corresponding step in section 2.2 first. If questions remain, check the Frequently Asked Questions (FAQs) section (chapter 4) of this guide.

1 Unbox computer and plug your computer into a working power supply. Do not run the setup process in battery mode.

2 Connect your computer to your network

At Office - connect the network cable

3 Turn on the computer.

4 Choose your Language. Click OK.

5 Automatic creation of HP Recovery Partition. This will take approximately 5-10 minutes.

6 Setup continues automatically. Please be patient

7 Verify the items indicated on screen. Click Next.

8 Select the language and keyboard. See 3.8 for information. Click Next.

9 Select time zone. Click Next.

10 Setup continues automatically. Please be patient. This process may take approx. 15 minutes, and includes several restarts.

11 Install Symantec Endpoint Protection. Select your applicable location. Click Execute.

12 Setup continues automatically. Please be patient, no activity required, until step 13. This process may take up to 15 - 30 minutes, and includes several restarts.

13 Join Computer to Domain. Select Domain, and provide username and password. Click on Proceed (Query).

If you are at the office go to Step 14a. If you work at home or away from the office go to Step 14b.

14 a

At Office: “One (or more) eligible computer account was found”, click OK. The found computer name is indicated in the Computer Name screen. Click on Proceed (Rename) to proceed.

14 b

At Home (VPN) <<Not available yet>>

15 Image deployment step completed. Press Finish.




16 Logon with your credentials. The same used at step 13

17 Clean up and preparation. This will take approx. 5-10 minutes. Please be patient. Optionally: When the “Windows will shut down in 5 minutes” message is on screen you can manually restart the computer. You will need to accept the ‘other people are logged on…’ message that appears


19 The installation of patches and applications will automatically start. You can see progress and activity in the system tray (Blue icon).

Notice the installation might continue after the 15 minute countdown Verify the status, by checking the blue icon in the system tray.

20 The computer will automatically restart. Desktop users skip to step 24

21 Disk Encryption setup (laptops only). Logon with the default credentials

- Username: LMETEMP - Password: ABC123

When done, click OK.

22 Disk Encryption user name (laptops only). Provide your Ericsson username. It is very important that the ID is your unique Ericsson ID (SIGNUM). When done, click OK.

23 Disk Encryption password change (laptops only). Type a new password and repeat. The password should contain 3 of the categories: Lower case, upper case, numbers or special characters, and be minimum 8 characters long. When done, click OK.


25 Computer build complete. Double click the splash screen (or wait) to close the message.

26 Continue with instructions online. For further instruction on e.g. additional software installation or data migration, double-click the “PC Setup instructions online” shortcut on the desktop.

2.2 DETAILED PC SETUP INSTRUCTIONS

This section describes in detail the steps to perform the PC setup out of the box. For a concise checklist-style instruction, see chapter 2.1.

Note: Please follow all the steps in this guide. If you have questions or need help check the Frequently Asked Questions (FAQs) section (chapter 3) of this guide.

Note: You may need to record network printer names and mapped drives so you can connect to these after completing setup.

Follow each of the steps below:




1 Unbox computer and plug your computer into a working power supply.

Take the new computer out of the box. For a desktop, plug the power cord into the computer. For a laptop, plug in the power supply. Do not run the setup process in battery mode. If needed, connect your monitor, keyboard and mouse to your new computer.

2 Connect your computer to your network

At Office - If you are at the company office connect the network cable to the network socket in your computer (see pictures on the right).

3 Turn on the computer.

Turn on the computer and allow a few moments for the computer to start up. It will first boots into a Windows Pre-Execution Environment (WinPE) to begin the setup process.

4 Choose your Language

The first screen will ask you to choose your language.

Select the language of the installation process (not the operating system language)

Click OK.




5 Creation of HP Recovery Partition

The HP Recovery partition will be built now, press OK. Please be patient. This will take approximately 5-10 minutes.

6 Setup continues

Deployment tasks are occurring in the background. Please wait. Do not turn off your computer.

7 Verify the following Items

The next screen will ask you to verify the following items before continuing the setup process:

1. You have received and reviewed this WP360S PC Setup Guide (this document)

2. Your computer is plugged into a working power supply (Not on battery)

3. You know your domain user name and passwordIf you are at a corporate or branch office, connect your computer to the company network

Click Next after verifying the items listed above.




8 Select the language and keyboard

Select the following items for the Windows Operating System that is installed:

1. User Interface language 2. Time and Currency format 3. Keyboard layout

Notice: Avoid using the Enter-key on your keyboard to confirm your choices at 1, 2 and 3, as this will proceed to the next screen, without accepting your selections.

When done, click Next.

9 Select Time Zone

Select your time zone

Notice: This choice will determine how Windows will be configured. Make sure you make the choice that is applicable to your preference When done, click Next.

10 Setup continues

The setup process will continue automatically.

This process may take approx. 15 minutes, and includes several restarts.

After restart the computer will proceed automatically.

Configuration and applications will be installed at this time. Please be patient.

The screenshots shown next and below are to give an impression on the progress.







11 Install Symantec Endpoint Protection

In the top left corner, choose your applicable location: - AMCS, when generally located

in Americas - APAC, when generally located

in Asia Pacific area - EMEA, when generally located

in Europe or Africa Click Execute to proceed with the installation

12 Setup continues

The setup process will again continue automatically.

Please be patient, no activity required, until step 13.

This process may take up to 15 - 30 minutes, and includes several restarts.

After restart the computer will proceed automatically.

Configuration and applications will be installed at this time. Please be patient until step 13.

13 Join Computer to Domain

1. Select the appropriate domain from the drop-down box. (If there is more than one domain to choose from you can view the domain from the user logon screen of your old computer)

2. Type in your domain Username

3. and domain Password

4. Click on Proceed (Query). The process will determine if you are connected to the corporate network, and will query the Active Directory




next to search for a computer name.

For any password or account issues, please refer to section 3.9

If you are at the office go to Step 14a.

If you work at home or away from the office go to Step 14b.

If you experience an issue with joining the domain see section 3.11

14 a

At Office

After having clicked Query directory for computer names (in the previous step), the computer will search the Active Directory for the computer name that has been set up for you. A dialog box will indicate the result of that.

- If “One eligible computer account was found”, click OK. The found computer name is indicated in the Computer Name screen. Click on Proceed (Rename) to continue.

- If “More than one eligible computer account was found”, click OK, then select the right computer name from the dropdown list (currently showing “UNSPECIFIED”). Then click on Rename Computer. For more help see section 3.12

- In case “No eligible computer account was found”, this is unexpected. Contact the Service Desk how to proceed. For more information see section 3.13

- For any other message, or more details on this screen, please see 3.9 for more information




After pressing Rename Computer, the computer will restart, and proceed automatically.

If you experience an issue with joining the domain see section 3.11

14 b

At Home (VPN)

<<Not available yet>>

<<Not available yet>>

15 Image deployment step completed

The image part of the build process is now complete. Installation of patches and applications will continue next.

Press Finish, to proceed.

The computer will be logged off.




16 Log on

Logon with your credentials. The same used at step 13

17 Clean up and preparation

The build process will install the HP CAE client (for software management), followed by a restart.

This will take approx. 5-10 minutes. Please be patient.

When the “Windows will shut down in 1 minute” message is on screen….

… you can manually restart as well (click the Start button, press Shut down, and Restart). Notice that a warning that “other people are logged on”, is expected. Press Yes to restart (see 3.19).




18 Log on


19 Installation of patches and applications

The installation of patches and applications will automatically start. You can see progress and activity in the system tray (blue icon).

The duration depends among other, on the number of applications and network speed.

Notice that the installation might continue after the 15-minute-countdown has completed, and the splash screen is gone.

You can see the progress on the HP CAE “Client Automation Status dialog, or by checking the blue icon in the system tray.

20 Automatic Reboot

When completed with this stage, the computer will automatically restart.

Desktop users skip to step 24, laptop user continue to step 21.




21 Disk Encryption setup (laptops only)

On laptops, at the next boot, the Hard Disk Encryption program will prompt for the first time. Logon with the default credentials (provide below) to personalize configuration:

- Username: LMETEMP - Password: ABC123

22 Disk Encryption user name (laptops only)

After the first log on you will be prompted to change the username.

Remove the default “SYSTEM”, and type your Ericsson username.

It is very important that the ID is the same as your unique Ericsson ID (SIGNUM).


23 Disk Encryption password change (laptops only)

Thereafter the password needs to be defined. Type a new password and repeat. Use the following rules:

- The password should contain 3 of the following categories: Lower case, upper case, numbers and special characters

- The password should be minimum 8 characters long





24 Log on


24 Computer build complete

When you log back into your computer the following screen is displayed indicating the computer build has now completed and you are now ready for your applications to be installed via the HP Client Automation Enterprise (CAE) agent.

Double click the splash screen (or wait) to close the message.

25 Continue with instructions online

Use the shortcut on the Desktop “PC Setup instructions online” to access online instructions on:

- Application installation - Network printers - Certificates - Updated FAQs - Returning old computer - Etc…

2.3 REIMAGING THE COMPUTER (RECOVERY)

In the event of an Operating System failure or issue with your computer, it might be necessary to reimage your computer. Check with the Service Desk before proceeding, to ensure there are no other alternatives (see section 3.20.1).




Warning! This process will delete all data from your computer. Make sure to back-up your profile and data files before proceeding.

1 Restart your computer and press ESC key to get to the boot menu.

2 The boot menu appears:

F1 System Information F2 System Diagnostics F7 HP SpareKey F9 Boot Device Options F10 Bios Setup F11 HP Recovery F12 Network Boot

Press F11 to select the HP Recovery.

3 Allow for your computer to start up. Follow the instructions on screen

Notice, this could take 5-10 minutes to complete. No progress will be shown.

4 Then proceed with step 4 in section 2.1 (Choose your Language)

2.4 REIMAGING THE COMPUTER (USB THUMB DRIVE)

If rebuilding the computer using the Recovery partition (see 2.3) is not possible, because e.g. the hard disk has been replaced, or the recovery partition has been damaged, it is possible to rebuild the computer using the image from a USB stick.

Notice that rebuilding the computer with a USB stick, will cause the issue “No eligible computer account found” issue, which is explained at 3.13.

Contact the service desk prior to rebuilding with USB stick, so that the computer account is prepared for rebuild.




3 FREQUENTLY ASKED QUESTIONS AND TROUBELSHOOTING

This section provides a list of the more common problems that may occur during setup and also a list of frequently asked questions (FAQ). Please make every effort to review this section to find an answer to your problems before calling your Service Desk.

3.1 HOW LONG DOES THE SETUP PROCESS TAKE?

The setup process (section 2.1) will normally take between 90 – 120 minutes. This will depend on the number of applications assigned to the computer, the computer performance, and the speed and usage of the network connection.

However, when connecting from a remote location that has no local HP CAE infrastructure (small or home offices), the installation can take significantly longer. Several hours on top of the normal duration. Watch the blue HP CAE icon in the System Tray, to verify any progress.

3.2 CAN I SET UP THIS COMPUTER OUTSIDE THE COMPANY OFFICE?

This feature is currently not yet available, and is planned for inclusion in the next image release.

3.3 CAN I CONTINUE TO WORK ON MY OTHER COMPUTER WHILE THE NEW IS BUILDING

Yes, it is not a problem to build your new computer, while you are still working on the old. However, when the build process has completed, it is advised to migrate all your daily tasks as soon as convenient to the new computer.

3.4 WHAT SHOULD I DO AFTER COMPLETING THE PC SETUP

The PC Setup makes sure that Windows, and basic applications are appropriately installed. Technically you could start working after the completion of section 2.1.

However, there could be some actions (e.g. User data migration, further installation of application, configuration of Outlook and network printers) that you would like to complete first. In that case, refer to the “PC Setup instructions online” icon on the Desktop. This will bring you to further instruction on these and other topics.

3.5 WHERE CAN I FIND THE NAME AND DESCRIPTION OF MY COMPUTER?

The computer name of your computer is changed during the build process (step 11 in section 2.1). If later you need this information, you can find it under the system properties of your computer. To view this page click on Start – right click Computer – click on Properties.




3.6 MY COMPUTER WON’T TURN ON

Make sure the power cord is plugged in as the battery may not be charged. If that doesn’t work call the Service Desk (see section 3.24)

3.7 VPN INCORRECTLY DETECTED

The computer build process verifies if the computer is connected to the corporate network, by issuing a “ping” to the domain name. In some rare cases this detection might not function correctly.

If you incorrectly receive a message that a “non-corporate connection is detected”, verify that the used network cable indeed is connected to the corporate network, and that corporate network resources can be accessed (test e.g. with a different computer, by copying a file from a network share, or accessing the corporate intranet). If you have confirmed that the computer is indeed connected to the corporate network, close the VPN tool, and continue as normal. See also 3.9.3

If you are unsure, please call the Service Desk (see section 3.24)

3.8 REGIONAL SETTINGS (LOCALE) AND KEYBOARD LAYOUT

The below table shows the correlation between regional settings (Locale) and keyboard layout chosen during the setup phase and the final result in Windows. Here below Swedish is used as an example, but same would apply for any other language as Swedish.

You configure You get

Time and Currency format

Keyboard layout Regional settings Keyboard layout

English (US) Swedish English (US) 1: Swedish 2: US

Swedish US Swedish 1: US 2: Swedish

Swedish Swedish Swedish 1: Swedish

English (US) US English (US) 1: US




3.9 PROBLEMS ACCESSING THE ACTIVE DIRECTORY

3.9.1 LOGON FAILED If a dialog indicates: “The logon to the directory (LDS) failed. The username was unknown or the password was incorrect”, this could be due to four reasons:

- The username password combination you have tried is incorrect. If possible please verify on a different already installed corporate computer, to see if domain is correct, and the username-password combination works ok. If that doesn’t work call the Service Desk (see section 3.24)

- The password has expired. When the account is new, or the password has aged, the password is set to “expired“. If this is the case, you need to change your password before you continue. Press Ctrl-Alt-Del to change your password; see 3.10 for a detailed explanation.

- The account is locked out. After too many invalid logon attempts, the account will become temporarily “locked out”. This is to prevent password attacks. Your account will be automatically unlocked after some time. Please wait 30 minutes before trying again. If that doesn’t work call the Service Desk (see section 3.24)

- The account has expired. An account that has been created for temporary usage, could have been given an expiration date. After this date the account cannot be used anymore. This cannot be resolved without support. Contact the Service Desk for assistance (see section 3.24)

3.9.2 SERVER NOT OPERATIONAL If a dialog indicates: “GetProfileGroupsWithCreds returned an error…” and/or “…The server is not operational…”, this means that the lookup to the Active Directory failed. This is most probably related to a (local) network problem. Check the following:

- Verify the computer has a working connection to the corporate network, by running a “ping erricson.se”, this should give a response (not: “Request timed out”).

- Verify that Symantec End Point Protection is in “Office” mode. To verify open the Symantec applet from the System tray, click on Help and open the Troubleshooting section. The Location should indicate “Office”. If this is not the case (e.g. “Internet”), then the Symantec client cannot




communicate with the Symantec servers on the corporate network. This is probably due to local network problems, like routing or firewall issues.

If unable to resolve, call the Service Desk (see section 3.24)

3.9.3 NON CORPORATE CONNECTION DETECTED If a dialog indicates: “Detected a non corporate connection”, this means that the scripts are not able to receive a response from the ericsson.se domain. It is then assumed that the computer is built, outside of the corporate network, and that the connection to the corporate network will be made through a VPN connection.

Important notice: This is a future feature. Currently the computer build over VPN is not yet included/supported. Instead of the VPN utility, Notepad will be launched, as a “placeholder”.

If the “non corporate connection”-dialog is shown, when this is not expected, verify that the computer is properly connected to the corporate network. Verify physical connections (the computer should be build using a wired network connection), and optically verify from a command prompt network details using “ipconfig /all” and “ping erricson.se”. If unsuccessful, call the Service Desk (see section 3.24)




3.10 CHANGE YOUR PASSWORD PRIOR TO JOING THE DOMAIN

If your password has expired, you can change your password following the steps indicated below. If that doesn’t work, call the Service Desk (see section 3.24)

1 Make sure the computer is connected to the Ericsson network. If on VPN, fill in you details and press the Query button first, to initiate the VPN connection.

On the Join Domain splash screen, press Ctrl-Alt-Del




2 On the Security Options screen, click “Change a password…”

3 On the Change password screen, enter the following information:

1. Ericsson\<your username> 2. <your old/existing password> 3. <your new password> 4. <your new password> again

Press the blue-white arrow, when done.

Password rules:

- Minimum length: 8 chars - Must contain chars from three of the following four categories: ◦ Uppercase characters ◦ Lowercase characters ◦ Numbers 0 through 9 ◦ Special chars ~!@#$%^&*_-+=`|\(){} []:;"'<>,.?/ - Minimum age: 1 day (you cannot change twice in a day)

4 If the old and new password are accepted, the password will be changed.




3.11 I CAN’T JOIN DOMAIN

If you are not unable to join the domain, make sure the network cable is plugged in. If you are a VPN user, make sure you have internet access available and a corporate network connection (VPN) with smartcard credentials if necessary. Ensure you are typing your password correctly and the caps lock is not on. If that doesn’t work call the Service Desk (see section 3.24)

3.12 MORE THAN ONE ELIGIBLE COMPUTER ACCOUNT FOUND

It’s possible that more than one computer has been set up for your user account. If that is the case, select the appropriate name from the Computer Name dropdown list. Press the Rename Computer button, when you have selected the appropriate computer name.

3.13 NO ELIGIBLE COMPUTER ACCOUNT FOUND

If no computer eligible computer account is found, then no “computer object” has been setup for you in the Active Directory, or one has been setup but it has already been used. This could occur when e.g. the computer is defined for someone else, a mistake has been made, or during rebuild of the computer after hardware break-fix. Call the Service Desk (see section 3.24) for more assistance.




3.14 I CAN’T LOG INTO THE DOMAIN

Check to make sure your network cable is plugged in, or the VPN connection is active. If the problem persists reboot your computer and try again. If you still can’t get logged in call the Service Desk (see section 3.24)

3.15 I DON’T HAVE MY VPN CREDENTIALS

Call the Service Desk (see section 3.24)

3.16 MY DEVICES ARE NOT WORKING WITH MY NEW COMPUTER

If you have a peripheral device, printer or external drive that is not working with your computer, you may need to download appropriate drivers. When you plug in the device Windows should automatically search for appropriate drivers on the computer. If the appropriate driver cannot be located you may need to obtain the CD that came with the device and load the driver manually. If problems still persist contact the Service Desk (see section 3.24).

3.17 HP CAE ISSUES

3.17.1 NO BLUE CAE ICON IN SYSTEM TRAY DURING INITIAL LOGON During the initial user logon, the blue CAE icon should be seen in the system tray. The CAE agent will try every 15 minutes for up to 5 days. In the event, that the icon is not seen after 15 minutes, you can attempt to repair the initial connect by running this command:

C:\Progam Files (x86)\Hewlett-Packard\HPCA\Agent\hpes_failed_build_retry.cmd

This command will verify if the initial connection occurred successfully. If it failed it will attempt to repair it. If you are still having issues contact the Service Desk (see section 3.24).

3.17.2 THE APPLICATION DID NOT INSTALL OR IS NOT WORKING If you did not receive an application that you expected, first check Self Service Manager by clicking on the CAE Self Service Manager from the HP CAE Agent Start Menu. If the application is not listed there,




then select the HP CAE Update Connect from the HP CAE Agent Start Menu. If the applications are still not listed you may need to go through normal channels to request the application.

3.18 SYMANTEC SHOWS A YELLOW EXPLANATION MARK

After computer build, the Symantec “shield” icon in the System tray, might show a yellow explanation mark. This indicates potential problems. If the computer has recently been build, it is expected that the “Virus and Spyware Protection definitions are out of date”. The update can take upto a few hours, but typically get’s resolved within the first hour after computer build is complete (if online).

3.19 “OTHER PEOPLE ARE LOGGED ON TO THE THIS COMPUTER”, WHEN REBOOTING

When manually initiating a reboot at step 16, the computer will prompt:

“Other people are logged on this computer. Restarting Windows might cause them to lose data. Do you want to continue restarting?”

This message is expected. During the build a switch is made between the local administrator account and the end user account. The prompt warns about the local administrator still being logged on. This is normal.

Press Yes to proceed rebooting the computer.




3.20 SETUP PROCESS STALLS

3.20.1 SETUP PROCESS DOES NOT CONTINUE AT STEP 17, “CLEAN UP AND PREPARATION” After logging on, a splash screen will appear (shown below) and a cleanup task will be launched in the background. This background task will not be launched if the computer (laptop) is on battery power. If this is the case, plug in the AC power, log off, and log back on. The process should continue.

3.21 ERROR CONNECTING TO EWA ECN

During the progress of the computer installation, the computer might attempt to connect to the EWA ECN, the Ericsson corporate wireless network. This will fail during the installation, because the authentication mechanism is not yet functional.

This error is expected, and should not be worried about. After installation completion, the EWA ECN should work as expected.

3.22 PROMPT FOR ADMINISTRATOR PASSWORD

If the computer unexpectedly goes to sleep or hibernate during the build process, or if the computer is manually locked during the process, the computer will prompt for the local Administrator password when woken up. The password however is not known and will not be shared with the end-user.

The computer build process is normally continues and includes several automatic reboots. If anywhere, the build process could be in a static “waiting for end-user” state, at step 11 or 13, and could go to sleep. If the computer would be locked at these stages, it is safe to reboot the computer, to allow the process to pick-up where it had left.

If the computer is rebooted and the process does not pick-up at the prompts at step 11 (Symantec installation) or step 13 (Domain Join), then the build process is potentially erroneous, and should be restarted from the beginning. See section 2.3 and/or 2.4 how to proceed.

Important note: At any other stage in the build process, manual initiated reboots should not be executed.




3.23 DEFECTIVE OR INCOMPLETE HARDWARE

If the hardware seems to be damaged, incomplete or it is not working, please contact the Service Desk (see section 3.24)

3.24 HOW TO CONTACT THE HELPDESK

After having reviewed all applicable FAQs and troubleshooting tips, and still have questions contact you can contact the Service Desk. You can access the IT User portal by clicking opening the Computer System Properties page. To view this page click on Start – right click Computer – click on Properties.

Look under Support to find the link to the online IT User Portal.

You will also find your computer name and description below.




Alternatively contact the Service Desk by one of the external telephone numbers below, or use one of the following short internal numbers.

IT support is provided 24x7 in English. The support in local languages is provided during local office hours. Out of office hours the calls are rerouted to the English support

Internal telephone numbers:

89988 for support in local language

89980 for support in English

External numbers:

Region Language Phone number

EMEA English (24x7) +44 2034 500 260

Spanish +44 2034 500 270

Italian - IPU only +44 2034 500 272

APAC English (24x7) +60 3620 74 510

Indonesian +60 3620 74 511

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Mandarin +65 6622 1591

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AMERICAS English (24x7) +1 866 753 3380

Spanish +1 888 202 4710




French +1 877 664 3027

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4 DOCUMENT CONTROL

4.1 CHANGE HISTORY

The following Change History log contains a record of changes made to this document:

Version Date Author Verified by Changes

2.1 03-12-2013 Wieger Ponstein

2.2 03-12-2013 Wieger Ponstein Added phone numbers to 3.20.1

2.3 23-12-2013 Wieger Ponstein Reordered 2.1and 2.2. Added 3.19. Moved Document Control to end for better readability.

2.4 09-01-2014 Wieger Ponstein Added 3.21, modified 3.13 and 2.4

2.5 09-01-2014 Wieger Ponstein Removed references to the cross cable

2.6 30-01-2014 Wieger Ponstein Changed 3.9 and added 3.10. Removed reference to cross cable in 1.1. Added screenshot to 2.3. Updated telephone numbers in 3.24 Updated screenshots to match image 1.6.0. Added section 3.22 Removed references to VPN existing support

4.2 RELATED DOCUMENTATION

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