HP XM600 hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3
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- HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 1
HP e-DiagTools Administration Guide - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 2
part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. AdobeTM and AcrobatTM are trademarks of Adobe Systems respective holders. Hewlett-Packard France Business Desktop Division 38053 Grenoble Cedex 9 France © - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 3
and Support Provider 11 Master Catalog Address 12 Default Settings, INI Files 12 HiPaConf.INI 12 Network.INI 12 3 LAN Configuration Agent 13 Client IP Configuration 14 What is the LAN Configuration Agent 14 The LAN Configuration Agent, Local Interface 14 Network.INI 15 4 BIOS Update - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 4
22 6 Integration with HP TopTools 23 TopTools Control of e-DiagTools on Managed PCs (Multiple PCs 24 Update System Software/Hardware Diagnostics 24 OFF 31 Warranty & Support Parts 32 TopTools Agent & e-DiagTools 33 Settings 33 Diagnose and Troubleshoot 34 Warranty and Support 35 7 The - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 5
1 Introduction - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 6
. It is targeted at IT/MIS personnel having responsibility for system administration and end-user support. The Guide explains how to configure the HP e-DiagTools diagnostics solution in order to obtain optimal e-support capabilities. It describes the software tools associated with e-DiagTools. These - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 7
, video, sound, optical drive, etc.) to help you determine if a problem is hardware related and to localize it. Finally, e-DiagTools can communicate the results directly to your help desk or support provider. For information on the HP Utility Partition, read the "White Paper on the Utility Partition - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 8
1 Introduction Overview e-DiagTools and supporting tools in a managed PC environment 6 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 9
downloaded from the HP web site: www.hp.com/desktops/diagtools The Windows version of e-DiagTools is available for the HP Omnibook. It provides a Graphic User Interface, enables local BIOS updates, and carries out local diagnosis and troubleshooting, including the creation of your PC Support Ticket - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 10
1 Introduction Software Components in the e-DiagTools Solution 8 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 11
e-DiagTools solution and TopTools utilities. A short description is given for each topic. Where necessary, there is also a page reference to a more detailed explanation in this Guide. - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 12
HP Utility Partition, or any other key to proceed") • Boot Menu options • The Client Internet Protocol (IP) configuration • Customer and Support 'Welcome' message (the activation prompt) is shown just after the BIOS has completed its power-on self-tests. You can configure: • Use of a 'Welcome - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 13
these options: • Help • Update BIOS • Update BIOS, clear settings • Run e-DiagTools • Send Support Ticket to support provider • Exit TopTools Device Manager -user's) e-mail address • The Support Provider's e-mail address, to which the Support Ticket will be sent. These addresses may be set manually - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 14
Catalogue web address is used by e-DiagTools when updating the BIOS. See the section on BIOS update for use of the Master Catalogue URLs, on page default values in this file are: Message1=Press to enter the HP Utility Partition Message2=or any other key to proceed Timeout=10 Key=F10 These - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 15
3 LAN Configuration Agent - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 16
HP Utility Partition. These parameters identify the PC and are required to send the Support Ticket by e-Mail to the Support Provider or BIOS Update: Configuration Agent, Local Interface The Agent is provided with a Windows-based user interface for ease of operation. A check-box allows you to keep - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 17
already stored in the file are not overwritten and remain valid. When you are using HP TopTools to implement the e-DiagTools network configuration, the Agent must be set to Copy Network Settings at each system startup. Network.INI The LAN Configuration Agent makes use of the file Network.INI. This - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 18
3 LAN Configuration Agent Client IP Configuration 16 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 19
4 BIOS Update Mechanisms - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 20
4 BIOS Update Mechanisms Options "Update BIOS" / "Update BIOS Clearing its Settings" Options "Update BIOS" / "Update BIOS Clearing its Settings" Flashing an updated BIOS or re-flashing the current BIOS may cure problems with the motherboard in a number of cases. Flashing or re-flashing can: • - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 21
. When the web update client downloads the updated BIOS package, it unzips the package and verifies the signature. If the signature is not authenticated, the BIOS of the client PC is not updated. If the signature is authenticated, then the BIOS is flashed. The BIOS configuration information is reset - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 22
4 BIOS Update Mechanisms it, together with the BIOS subdirectories for each platform and the BIOS packages they contain. Copy the specific catalogs, e.g. vl400.ini, evectra.ini, etc. Check the contents, in particular the fields packagename, fieldlocation and version. Copy the sub-directories and - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 23
5 e-DiagTools for Windows - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 24
Internet connectivity to HP OmniBooks PCs ( user to get the Support Ticket from the Utility Partition, edit it, and send it to the Support Provider or copy it to hard disk. From the operating system, e-DiagTools for Windows will download the BIOS, copy it to the Utility Partition and update the BIOS - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 25
6 Integration with HP TopTools - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 26
update becomes available. From the Device Manager, select: Update System Software then select: Hardware Diagnostics This option can be used to update these updates by TopTools will be downloaded from HP's FTP Agent on a managed PC and manually enter the IP configuration information. This - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 27
NOTE 6 Integration with HP TopTools TopTools Control of e-DiagTools on Managed PCs (Multiple PCs) function: e-DiagTools > Launch e-DiagTools The "Launch e-DiagTools" button is enabled only when the user is the Administrator or the Operator. In all other cases this button is disabled. The above - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 28
, together with other individual PC parameters (see figure below).The Refresh button at the top right of the Device Types window can be used to update the display of information on networked PCs. 4 Double-click on an individual PC in the listing to open the Properties page for this machine. 26 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 29
6 Integration with HP TopTools TopTools Properties Page for e-DiagTools (Targeting One PC at a Time) The Parameters Page contains the Tabs: • Identity • Status • Configuration • Security • Reports • e-DiagTools • Support The Identity window details the individual specifications, OS software, and - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 30
follows: • Display the "Press F10 to enter the Utility Partition" message • Silent Startup (no message, display marching dots) • Hide BIOS Related Menu . Enter the following data for the managed PC: • Support Ticket destination (Support Provider e-mail address) • Sender e-mail address • Master - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 31
6 Integration with HP TopTools TopTools Properties Page for e-DiagTools (Targeting One PC at a LAN configuration. This allows the e-DiagTools configuration to be updated before the next system reboot, to ensure that the next system reboot will start e-DiagTools correctly. This eliminates the need - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 32
. This button is only enabled when the user is the Administrator or the Operator; for all other users it is disabled. • e-DiagTools system tests results: TopTools Device Manager is able to retrieve the eDiagTools Support Ticket from a targeted PC and display a summary in its Properties Page for - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 33
in the e-DiagTools Properties Page under the tab Diagnose and Troubleshoot (see Chapter 8). For details on the use of the Virtual Call Assistant, see the document "e-DiagTools Virtual Call Assistant, User's Guide". • Connect to HP Instant support: this command connects you directly to the web - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 34
Properties Page displays indicative (nonauthoritative) warranty information concerning the targeted PC. The command Call for H/W Support provides the Administrator with support numbers. The command Connect to HP Part Surfer connects the Administrator to the support database of repair parts and order - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 35
screen message "Press F10 to enter the Utility Partition". • Silent Startup option, displays marching dots only, without the 'Welcome' message. • Wait the set number of seconds before launching the operating system. The Countdown value is in seconds, in the range 3-10. • Secondly, on the Settings - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 36
TopTools TopTools Agent & e-DiagTools 2. TopTools Agent/ Diagnose and Troubleshoot Under Diagnose and Troubleshoot (shown below) the TopTools Agent displays concise information introducing e-DiagTools, and the steps to launch e-DiagTools, plus the address of the e-DiagTools information web site. 34 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 37
6 Integration with HP TopTools TopTools Agent & e-DiagTools 3. TopTools Agent/ Warranty and Support The Warranty page sets out indicative warranty information as described in "Warranty and Support Parts" on page 32. This includes the PC Model, Serial Number, the estimated Warranty Start and End - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 38
6 Integration with HP TopTools TopTools Agent & e-DiagTools 36 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 39
7 The Utility Partition Manager The Utility Partition Manager is a software tool used to modify startup parameters of the Utility Partition. - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 40
page 28) then you must use the Utility Partition Manager. Utility Partition Manager The Utility Partition Manager is a compact stand-alone utility distributed on the support web. It is for use on a single PC at a time, but can be useful at an early stage when deploying your PCs and also in - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 41
8 Virtual Call Assistant - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 42
motherboard of the HP PC (Vectra VL400 or later models) contains encoded information on the state of the PC. When the end-user calls to report the problem information. Helpdesk End User The Virtual Call Assistant at the Helpdesk or Support site records the system is shown in the figure above. 40 - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 43
Virtual Call Assistant Use of the VCA The Virtual Call Assistant is intended to be installed and used by Helpdesk personnel supporting HP Vectra, Kayak and Brio PCs. Typically, the user of the remote PC will call the Helpdesk to report a PC malfunction or to report the presence of a warning signal - HP XM600 | hp kayak xm600 series 2, hp brio ba410 pcs, hp e-diagtools versions 3 - Page 44
8 Virtual Call Assistant The Virtual Call Assistant 42
HP e-DiagTools
Administration Guide