Matt Ayers Senior Program Manager Microsoft Corporation WCL403

Current Helpdesk Issues The cost of running a service desk can be as much as 10% of companies' IT operations staffing budget The typical support center supports over 300 applications The average call volume increased from less than 1 call per employee per month to 1.36 calls from 1995 to 2001

Traditional Troubleshooting Low-bandwidth Inconvenient Invasive Frustrating Repetitive

Windows Troubleshooting Platform Reduce number of support calls Make support calls more efficient Increase customer satisfaction

A Bit of Background The Windows Troubleshooting Platform is a new feature The Windows Troubleshooting Platform runs on Windows 7 and beyond Windows 7 trouble shooting focuses on relationship between helpdesk and end-user

Today Troubleshooting Overview & Architecture Using the Windows Troubleshooting Pack Designer (TSPDesigner) Deploying & Running Troubleshooters Going beyond the TSPDesigner Beyond TechEd

Troubleshooting Overview

Windows Troubleshooting Platform Automated Efficient Repeatable Standardized Secure

Windows Troubleshooting Philosophy Use well-known methods Allow designers to focus on their expertise Address configuration issues Fix problems when we are certain Collect data when we are not

Troubleshooting Client Demo

Troubleshooting Pack Win7 Troubleshooting Implementation Root Cause DetectVerify Resolve

Diagram of Troubleshooting Pack Identification metadata identifies pack, security signature and user interaction Scripts contain the logic to find and fix the problem User-visible information stored in localized resources (MUI-support) Identification Metadata Detection Scripts Resolution Scripts Verification Scripts Localized Resources Trouble- shooting Pack

Troubleshooting Pack Details 91f3d9b6-aca6-435d-b9ca-829ab02a4aef 1.0 Fabrikam Billing Troubleshooter This troubleshooter will help solve common problems with the Fabrikam billing software WrongBillingServer The application is trying to contact the wrong billing server The billing server can change but the application has no way to update the billing server outside of the registry. This will check that the registry points to the most current billing server Any false TS_WrongBillingServer.ps1

A Little Less Detail

Windows Troubleshooting Pack Designer GUI-based authoring environment Generates the metadata to describe a troubleshooting pack Links to Graphical PowerShell Editor to create PowerShell scripts Signs each pack with a certificate Packages the troubleshooting pack into a cab

Two New Concepts Root Causes Interactions

Four New PowerShell Commandlets Get-DiagInput Write-DiagProgress Add-DiagRootcause Update-DiagReport

Component Interaction Windows Troubleshooting Framework Process 1 Process 2 Troubleshooting Runtime Engine PowerShell Runtime Results and Reports GUI CMD Troubleshooting Pack Get-DiagInput Update-DiagReport Update-DiagRootCause Write-DiagProgress PowerShell Scripts Platform cmdlets

Authoring a Troubleshooting Pack

Deploying Troubleshooting Packs Deploy Troubleshooting Packs using Configuration Manager or Group Policy Post troubleshooting packs online Intranet SharePoint site Internal network shares Technical support websites Provide links in your help documentation

Command Line Execution Uses Powershell to run scripts remotely via the command line Get-TroubleshootingPack Invoke-TroubleshootingPack Runs the same Troubleshooting packs as the wizard runs Easy to discover package contents Provides scripted or remote execution

Running a Troubleshooting Pack from the Command Line

Basic.diag file structure

Extension points XML markup tags that customize the declarative UI Not available from the designer Requires using commandline tools to generate a troubleshooting pack

Commandline tools sdmc.exe – compiles a.diag file into a.diagpkg sdcatalog.exe – creates the security catalog for a troubleshooting pack signtool.exe – creates a digital signature for the security catalog and.diagcab file cabarc.exe – packages the troubleshooting pack into a.diagcab file

Extending a Troubleshooting Pack

Topics That We Didn’t Cover Today Answer files Extension points Localization Custom icons Global Troubleshooters Signing with a trusted certificate Group policy

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In Summary… The Windows Troubleshooting Platform makes finding and fixing problems both more approachable and more efficient The Troubleshooting Pack Designer allows you to rapidly create simple troubleshooters The Windows Troubleshooting Platform provides an extensible framework beyond the Designer

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