Key Task: Troubleshoot System or Hardware

Desktop support teams can troubleshoot a system or hardware problem by viewing its details: operating system, boot times, memory issues, or other hardware device issues which occur. In addition, they can assess its impact by viewing the end users which are affected by the problem.

There are several ways to do this:

To... Do this...

To view details of a reported hardware or system problem, and to examine if this problem is affecting other end users

Use the Desktop Health dashboard. Select the events associated with the reported problems in the Health Events section of the dashboard. Then you can view its details in the Components and Event Details sections.

You can also see if this issue has recently become a problem, by viewing its history in the Trends section.

To view the data as the number of unique users with this problem, select Users from the View menu in the top bar.

To view problems with boot times

Use the Boot Analysis dashboard.

If the boot times have recently worsened, you can view the data by the sharpest worsening by selecting Top Degraded from the drop-down menu in the bottom center of the dashboard. Since there are several ways to measure boot time, be sure to select the type of measure you want from the View menu in the top bar.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > Troubleshoot > System or Hardware.
    Accessing system troubleshooting
  3. Step 3 Select the type of issue to troubleshoot.
    Selecting the type of system problem to troubleshoot
    Field Description
    System issue

    Select if this is an operating system, networking, low memory, low disk space, or printing issue.

    Device hardware issue

    Select if this is a hardware issue, like hard disk failures, or laptop battery issues.

    Boot issue

    Select if the boot times of devices are taking longer than expected, to examine which services are taking the longest times to load at system startup.