SARCOM ALLIANCE ROAD SUITE 300 CINCINNATI, OH 45242

Transcription

1 WAITING ROOM NETWORK Service and Configuration Instructions SARCOM ALLIANCE ROAD SUITE 300 CINCINNATI, OH P a g e

2 Contact list Page 3 Required Tools..Page 4 General system layout (Dial up and Network, multiple monitors)...page 6 Service Instructions Troubleshoot..Page 8 Bios Configuration Page 8 Re-imaging the player..page 10 System Configuration (Dial up)...page 12 System Configuration (Network).Page 14 Download Initial Files to PC Page 15 Final Site Review.Page 17 Special Procedures Updating the USB Flash Drive Page 18 IBM CPU Diagnostics.Page 18 Service Troubleshooting Procedures...Page 19 Aopen 965 Dual Output Setup Page 20 2 P a g e

3 Contacts If problems occur, while onsite and during SARCOM Field Service Support Desk hours (8am-7pm EST), contact one of the following: Field Service Support Engineers Ollie Willoughby ollie.willoughby@sarcom.com Jesse Talmage jesse.talmage@sarcom.com Tara Pittman tara.pittman@sarcom.com David Guest david.guest@sarcom.com Technical Lead David Cable david.cable@sarcom.com Program Manager Crystal Bryant crystal.bryant@sarcom.com Toll Free Help Desk Main Office Number Fax Fax (Alternate) P a g e

4 NETKEY SERVICE AND CONFIGURATION INSTRUCTIONS Please read each step carefully: These instructions have been created to assist the service provider with the service and installation of the Healthy Advice Networks Waiting Room Network. Prior to arrival on-site: It is required that the engineer read this document in its entirety prior to the scheduled date of the install/service call. Plan your trip to arrive at the site at the appointed time. You must call the Field Service Support Desk if you are running ahead or behind schedule. Dress code: Business Casual No jeans, shorts, sandals. Polo shirt and slacks are acceptable. Upon arrival on-site: Notify the site Point of Contact (POC) /Office Manager and Healthy Advice Networks Field Service Support Desk when you first arrive on site, introduce yourself as a representative of Healthy Advice Networks. Tools you will need for the Healthy Advice Networks system installation: 4 P a g e TOOL LIST Healthy Advice Networks installation requires, but is not limited to, these tools: These instructions Site survey WRN Image Flash Drive Charged cordless drill o 1/8 & 3/16 inch bits o P2 & P3 Phillips bits o Masonry drill bits Assorted screwdrivers o Phillips & flathead Torx wrenches T-15 & T-20 Stud finder Scratch awl

5 Measuring tape Bubble level Masking tape Fish tape and/or pull string Standard networking tools: o Punch-down tool o Butt set o Tone generator or trace kit o Modular plug crimper & RJ11/RJ45 plugs 8 and 10-foot step ladders USB keyboard & mouse Broom & dust pan or small vacuum Laptop w/ modem & Ethernet jack Small CRT or LCD monitor (with speakers, or separate headphones) CAT5 cable (with RJ11 and RJ45 ends, depending on site configuration) Camera (or camera phone) with ability to send pictures of work completed The following tools are recommended, but not required, for Healthy Advice Networks installations: Wireless keyboard & mouse Cable stapler & staples Hammer drill 5 P a g e General system configuration and layout (Dial up)

6 NOTE: Stealth is typically located in the general vicinity of the office fax system. General system and configuration layout (Network) 6 P a g e

7 Multiple Monitor Installation (Hardwired) To begin: 7 P a g e

8 A typical service call will involve either the replacement of defective equipment or the troubleshooting of the system to restore it to connectivity. Please confirm with the support team whether a reimage of the CPU is necessary on the visit. Troubleshooting hardware configuration Verify that the surge protector is plugged into an outlet with power. Verify that the outlet is not switched Verify that the CPU, monitor, and central A/V splitter (multiple monitor installations only) are plugged into surge protector. Verify the phone line is connected to the CPU Verify the phone line from the wall is plugged into the line port of the Stealth Verify the phone line from the fax machine is plugged into Port 1 of the Stealth Verify the phone line from the CPU is plugged into Port 3 of the Stealth If all units are connected to a working power outlet, is the monitor turned on? Power indicator LED should be green/blue for on or yellow/orange for standby. Is the CPU turned on? Power indicator LED should be green. Verify that the Stealth (line sharing device) is plugged into an outlet and the outlet has power. Power indicator LED should be red. If the answer to all the above questions is yes, go to Step 2. BIOS Configuration Power up the PC and go into the system s BIOS by pressing F1 upon boot-up. Confirm that the internal clock displays the correct date and time (pay attention to AM & PM settings). Confirm that the computer is set to boot without a keyboard. Keyboardless Operation is Enabled on startup menu. Photograph 1 Keyboardless Operation set to [Enabled] 8 P a g e

9 Confirm that the computer is set to automatically power on if the electrical supply is disrupted by selecting the Power settings and verifying that the BIOS is set to After Power Loss Power On. Photograph 2 After Power Loss set to [Power On] Press F10 to save all settings and reboot the computer. Photograph 3 Save configuration changes and exit 9 P a g e

10 Re-imaging the player Using the Flash Drive To use the flash drive for imaging field units, please follow these instructions: 10 P a g e 1) Plug the flash drive into one of the available USB ports on the CPU (preferably USB 2.0) 2) Configure the BIOS settings according to the CPU model you are working on (See USB BIOS Boot Settings below) and save the configuration. Reboot the system and it should boot from the flash drive 3) Follow the on screen prompts to image the system 4) After the image is completed, you will be required to press any key to reboot the system. When pressing any key, please remove the flash drive prior to the system booting so that it will not boot from the flash drive. 5) After all hardware driver installations are complete, reboot system. 6) After Windows loads, plug the flash drive back into any available USB port on the CPU 7) When Auto-run window opens, select Open Folder to View Files. A window should then appear that shows all the files on the flash drive. 8) Double-click ImageUpdate.vbs to start the image updater. The image updater should run for no longer than 10 minutes. If you receive any errors while running the image updater, please contact the Field Service Support desk at When the updater is completed, you may proceed with normal system configuration and setup. USB BIOS Boot Settings To access the Startup Settings on all IBM/Lenovo systems: 1) Press F1 during POST to enter BIOS 2) Using the arrow keys, highlight startup located at the top of the screen. 3) Press Enter 4) Highlight Startup Sequence 5) Press Enter Model Specific Settings Some models require specific settings. They are as follows: 8183-XXX, 8303-XXX Use these configurations in the boot order: 1) CD/DVD-ROM 2) Hard Disk 1 3) Hard Disk 0 4) Disabled 6072-AK3, 8088-W8C Follow these instructions to configure the boot order: 1) Highlight USB HDD under Excluded from boot order

11 2) Press x to include it in the boot order 3) Press + to move it up in the list The boot order should be shown as: 1) Diskette Drive A 2) USB FCD 3) USB Key 4) USB LS120 5) USB HDD 6) IDE HDD 7) IDE CD 8) PCI BEV 8215-VVH, 8171-V7Y Default boot settings will work U Follow these instructions to configure the boot order: 1) Highlight USB HDD under Excluded from boot order 2) Press x to include it in the boot order 3) Press + to move it up in the list The boot order should be as listed below: 1) USB FCD 2) USB Key 3) USB LS120 4) USB HDD 5) IDE HDD 6) IDE CD 7) PCI BEV 8) Nothing (Disabled) Aopen i945, i965 The USB Drive must be plugged in to configure these systems To access the startup sequence on Aopen systems: 1) Press Delete during POST to enter BIOS 2) Highlight Advanced BIOS Features 3) Press Enter 4) Highlight Hard Disk Priority 5) Press enter Follow these instructions to configure the boot order: Use the + and - keys to adjust the values to the order listed: 1) USB-HDD0 2) CH2 M 11 P a g e

12 System Configuration (Dial Up Only) Software Configuration (NOTE: While configuring the Netkey Player software remember; PLEASE be patient throughout this process. Some of the steps involved are time consuming). When the operating system is started for the first time after the re-image, the computer will open the Healthy Advice Networks Primary Care admin area. Minimize the screen. If the system asks for a driver upon the first boot-up, Make sure the Install the software automatically (Recommended) option is selected and click Next (if you have difficulty finding the correct driver contact the Field Service Support Desk). If prompted to reboot select No. After all hardware drivers are installed please reboot the computer, when the operating system is started again you should see the Healthy Advice Networks Primary Care admin area. Enter site-specific configuration information into set-up screen Change computer name. Enter computer name as found on Trend Report/Dispatch. Click Change Computer Name button. Re-enter computer name to verify name is correct. System will now re-boot automatically, please wait. Enter ISP username, password and ISP phone number(s) as found on Trend Report/Dispatch in the appropriate fields on the screen Click on Apply ISP Settings button 12 P a g e

13 Verify ISP connectivity Click on Verify ISP Settings button System will now dial out and attempt to connect to the local Earthlink account If the connection is successful the screen will appears as below in screen shot #2 If the attempt to connect fails (see screen shot #3 below) verify that you have correctly entered the ISP username, password and ISP phone number(s) as found on Trend Report/Dispatch Verify that the site phone system does not require any special access codes to reach an outside line (such as 9 or any other code) Once confirmed, click on Verify ISP Settings button If the system fails to connect again, please review the troubleshooting steps on page 17. If you are still unable to connect, contact the Field Service Support Desk for assistance troubleshooting the failure Connected successfully Failed to Connect 13 P a g e

14 System Configuration (Network Only) Switching Site from Dial Up to Shared Internet Locate the network port (on the site s switch) to be used by the HAN system and connect your laptop. o Note: if all ports are full, HAN will provide a smalle five port switch to obtain connection. The switch will require AC power, so verify an outlet is open nearby. Confirm you can navigate to and if unable to connect, please contact the helpdesk immediately. Once connectivity is established, run CAT5 cabling with RJ-45 jacks from the site s network switch location to the Healthy Advice CPU. Additional notes are usually available prior to visit (Panduit or in wall, switch needed, etc). NOTE: If system was previously connected via phone line, a reimage of the system will be necessary. If modem is external, remove from the system. If internal, disable via device manager with instructions: o Click Start o Proceed to Control Panel o Proceed to System o Select Hardware Tab o Click Device Manager button o Expand Modems o Right click on the modem and select Disable Neatly coil up existing phone line and leave in the ceiling. Enable the network adapter with the following instructions: o Click Start o Proceed to Settings o Proceed to Network Connections o Right Click on Local Area Connection o Select Enable Enter site-specific configuration information into set-up screen Change computer name Enter computer name as found on dispatch information Click Change Computer Name button Re-enter computer name to verify name is correct System will now reboot automatically, please wait. Clear out all ISP related fields if information exists (username, password, and phone numbers) 14 P a g e

15 Download initial files to PC Note: this step is after verifying ISP successfully with Dialup, or connecting system to site s internet Click on the Install Netkey button This will begin the software installation process (be patient, this will take a few minutes and the system my appear to be inactive) Screen shot #4 Upon completion of Netkey software configuration the system will automatically re-boot, please wait Upon re-boot the Netkey Installer will display and the download process will begin Screen shot #5 15 P a g e

16 Screen shot #6 Important! If you do not see this screen (Screenshot #5) you are NOT connected to the internet, please contact the Field Service Support Desk for assistance troubleshooting the failure. It may take several minutes before this screen appears however. Depending on connection speeds, this process will take 3 6 minutes to complete The process will populate this screen with text (install commands) When completed, the system will automatically re-boot Upon re-boot the Kiosk Installation Monitor screen (Screenshot #6) will appear displaying download and installation progress. Depending on connection speeds, this process will take 3 6 minutes to complete and begins at 52% (some files are pre-loaded onto the system at integration) The download process is now complete, the system will automatically re-boot Upon re-start the initial loop will play automatically The system will reboot and the Netkey Creator will start. The OffHoursBlackScreen interface will run. Netkey Creator connects to the hannetkey.com Netkey Manager server (a white box will appear on the screen). The Netkey Manager server will install Manager Client software on the player. The system will reboot and the AKMSched.exe program will start. After a few seconds, the Kiosk Install Monitor will start. When the download reaches 100%, the system will self-configure the production, time zone, time and volume settings. The system will reboot. The system will load Windows; Netkey Creator will begin playing the full-screen, temporary sample loop. Over the next 5 minutes you should see a slide indicating the sound test is about to play several times. Please have the point of contact stand in front of the screen and adjust the sound volume on the monitor to the appropriate level. Screenshot #7 16 P a g e

17 Final Site Review(s) Verify that the monitor volume works (Volume is at MAX). Check that the power button is locked out o For 19 models: Press 1 ( 1 ) and down arrow ( ) buttons simultaneously for 10 seconds o For 27 models: Press MENU and up arrow ( ) buttons simultaneously for 10 seconds Verify fax machine test results with the POC. o If necessary, create a test fax with Site ID, the word TEST, return fax to (site fax number) o Send the test fax to the Healthy Advice Network Field Service Support Desk at Confirm that all other devices sharing the fax lines are working as well. It is critical that you do not leave until you have confirmed this!!! Payment of services may be interrupted if the devices fail to work properly. Fill out the Service Checklist completely. o Answer all questions, document the equipment serial numbers and check all appropriate boxes o Model and serial numbers for the computer and monitor(s) must be listed on the Service Checklist. o Get the initials and signature of the POC and fax the checklist to before leaving. Call the Healthy Advice Network Field Service Support Desk at to confirm: o That the service call is complete o The Netkey Manager client has successfully downloaded the appropriate files o A test fax has been sent and received. Note: This is to reassure the POC that the Stealth device will not interfere with incoming and outgoing faxes. Unplug the keyboard and mouse from the computer. o Give the mouse and keyboard supplied with the installation to the POC. o Remind the office contact that the keyboard and mouse is required for future service call. Once all communication devices are verified and functioning properly, re-install the enclosure cover panel. Note: All equipment must go into the enclosure (CPU, surge suppressor, all cables, and for two monitor installations, the wired central video splitter; do not put the wireless video splitters in the enclosure). Use caution not to block CPU vents with any device when closing enclosure. While attaching the case, take care not to unplug any cords or turn any devices off. 17 P a g e

18 Clean and sweep the area. Please leave the site in a better condition than you found it in!!!! Verify that the area is clean and professional looking before you leave. Updating the Flash Drive Near the start of every month, new content will be available for download for your flash drive. Generally, an will be sent out to inform you of updates to flash drive content. At that time, you are able to update your flash drive for that month. To update your flash drive, please follow these instructions: 1) Plug the flash drive into any available USB port (preferably USB 2.0) on your computer 2) When the Auto-run window opens, select Open Folder to View Files. a. If the Auto-run window does not open, open the flash drive by going to My Computer, and double-clicking on the flash drive listed there. 3) Double-click UpdateFlashDrive.vbs to start the updater. If you are prompted or the Firewall to Allow or Deny, click Allow. The update speed depends on your connection speed, please be patient. If you receive any errors during the update, please contact the Field Service Support team at IBM Computer Diagnostic Procedures: Whenever a hardware component from within the IBM computer has failed, and the Field Service Support Desk asks to perform a diagnosis for confirmation, insert the dual-bootable image CDs into the HAN system s floppy drive and select option2 when prompted upon startup Allow the diagnostic utility to load the following: 1) PC DOS 2) Unpacking diagnostics 3) Loading the IBM Diagnostics Utility When the IBM Diagnostic Utility is finished loading, a Menu bar will appear with Diagnostics Interactive Test Hardware Info Utility Quit F1=Help In the Diagnostic sub-menu, select Run Quick Test and press Enter (this takes up to 30 minutes). Call the Field Service Support Desk with any information the diagnostic utility provides. Write down the error code or message in the checklist table. 18 P a g e

19 Service Troubleshooting Procedures No dial tone when attempting ISP verify Verify that the phone line running to the CPU has dial tone. Verify that the phone lines to the stealth are connected correctly (see page 6) and that the stealth is powered on (red indicator light is on solid). Verify that the phone jack that the stealth is connected to has a dial tone and is operating correctly. Verify port 3 on the stealth has dial tone. Dial tone to CPU but ISP will not verify Confirm that the phone line is not being used by another device (fax, credit card machine, etc.). Verify that ISP username is properly filled out according to the site specific ID and program code (for example: imn@earthlink.net) Verify that the ISP password is properly filled out according to the site specific ID (for example: ) Verify that the ISP phone numbers are correctly entered with no extra characters. Confirm with the location staff that a 9, for outside line, or 10 digit dialing is necessary at the location you are working. Furthermore, swap the primary and secondary phone numbers, apply, then verify the ISP settings again. Verify connect and disconnect hours are listed as 00 and that the settings are applied before verified. Contact the Field Service Support Team to verify that the ISP phone numbers are current and the Earthlink account is active. Be sure to include information regarding any phone system changes that may have occurred at the location. System unresponsive during Netkey installation Note: Upon restart after pressing the Install Netkey button, the display will sit at a black screen. The length of this black screen will vary, but should not last longer than twenty minutes. If the black screen lasts more than twenty minutes, press F6 and enter netkey (without quotation marks) as the password. Open the start menu, click Configure Netkey where you can then restart the Netkey install process. If you feel at any time that the system is not connecting properly during the black screen, locate the stealth on site. The light of the stealth should be blinking. The number of blinks in between each pause indicates the port that is currently using the line (see stealth configuration on page 6). If the system completes the Netkey Installation, but reboots to a black screen, press F6 and enter netkey (without quotation marks) as the password. Check the system date and time and make sure it is correct. 19 P a g e

20 If the system is unresponsive during the Kiosk Installation Monitor screen (see screenshot #6 on page 14) please reboot the system. If the system does not dial out and continue with the download, contact the Field Service Support Team. If a white screen appears with the error message Installation Failed please immediately contact the Field Service Support Team. System is not playing sound Note: The WRN Installation Loop does not have audio in every slide. The beginning portion of the loop will repeat You re watching Healthy Advice Networks for approximately the first ten minutes after the Netkey install. If this time period is missed for testing, you can break the WRN loop by pressing F6 and typing netkey (without the quotation marks) as the password. Proceed to the Sound Test link near the top of the start menu. Confirm that the volume on the display is turned up Verify that the 3.5mm audio cable does not have any breaks or is frayed. Verify that the 3.5mm audio cable is running from the green audio output jack on the back of the CPU to the green audio input jack on the display. Display is not showing content Verify that the VGA cable is secured on the back of the display and CPU. Tighten the locking screws on the cable. Confirm that the display is powered on. A green or blue LED light will be on the front of the display when powered on. When powered off the light will be red or orange. Confirm that the display input is set for VGA. Press the Enter button on the top of the display, then use the Channel UP and Channel DOWN buttons to cycle through the input until you reach VGA. Then press Enter again. If the content is playing but off-center, press the Menu button on the top of the display, then Enter to select video, and Enter again to select the Auto Adjust option. It is possible that the system is playing its off-hours black screen. Attempt to exit it by pressing F6 and enter the password netkey (without quotation marks). If this takes you back to the system desktop, check the date and time and make sure they are correct. How to setup Aopen 965 for dual VGA output Close Netkey player and/or minimize all windows. Bring up Start Bar and locate the square blue Intel Graphics Controller icon in the system tray at the bottom right of the screen. Typically located next to the VNC application icon. 20 P a g e

21 Left Click on the icon and select Settings. If there is only one VGA cable connected there will only be one device and will be set as primary. Connecting the second VGA cable to the remote display will allow the graphics controller to set a secondary device. Once both devices are shown, select Intel Dual Display Clone in the Operating mode drop down menu as shown below. Once Intel Dual Display Clone is set, click Apply, then OK. Reset the CPU to verify that the display is showing one image on both displays. 21 P a g e