Net 2. NetApp Electronic Library. User Guide for Net 2 Client Version 6.0a

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1 Net 2 NetApp Electronic Library User Guide for Net 2 Client Version 6.0a

2 Table of Contents 1 INTRODUCTION AND KEY FEATURES... 3 SOME OF THE KEY FEATURES INCLUDE:... 3 INSTALLATION PREREQUISITES: NEW INSTALLATION OF THE NET2 APPLICATION... 4 DOWNLOADING THE CLIENT LAUNCHING THE APPLICATION INSTALLING UPDATES HOW TO EXECUTE A SEARCH BY SYSTEM SERIAL NUMBER HOW TO EXECUTE A SEARCH WHEN THE SERIAL NUMBER IS NOT FOUND DISPLAYING JOB AIDS TO MAKE A ONE-TIME COPY OF THE APPLICATION TO A DIFFERENT MEDIA ENTERING PROXY SETTINGS NEW! FIELD SERVICE SURVEYS NEW! EXPANDED CONTROLLER VIEWS NEW! FSO UPDATE FOR NON-B2B SERVICE PARTNERS FSO UPDATE (CONTINUED) FSO UPDATE (CONTINUED) - REQUIRED FIELDS FSO UPDATE (CONTINUED) CONFIRMATION MESSAGE (1 OF 2) FSO UPDATE (CONTINUED) CONFIRMATION MESSAGE (2 OF 2) NEW! FSO UPDATE MOBILE SUPPORT WEB FSO MOBILE DEVICE SUPPORT MOBILE APP FSO DEVICE SUPPORT TO EXIT THE APPLICATION

3 1 INTRODUCTION AND KEY FEATURES Net2 is an HTML based tool that provides model specific procedures for remove and replace activities for the NetApp Product lines. The tool is specifically designed to support NetApp s Service Partners with a convenient method of maintaining a concise library of current documentation for field support. SOME OF THE KEY FEATURES INCLUDE: The ability to automatically maintain a current set of procedures that are readily available to technicians on their laptop. The ability to operate the tool in a standalone mode (on a technicians laptop). The capacity to navigate to the relevant procedures by searching through the product line or searching by a customer s installed serial number. The ability to manage and distribute document revisions, ensuring that technicians are always working from up to date procedures. The ability to capture feedback on content to ensure quality procedures are maintained and delivered to meet the field technician s needs. Ensures consistent processes are managed and delivered to NetApp s partners. INSTALLATION PREREQUISITES: NetApp Now Site Logon required for new client downloads Internet Explorer, Firefox, Chrome, Safari Media Player to play Microsoft.wmv files Adobe compatible PDF viewer (PDF format is most of the collateral) This tool can handle many document types and your browser will attempt to display the document based on the file extension. Results may vary based on the user s computer setup. Windows, Linux or Mac Operating System. (Note: Net2 will not run natively on Linux 64 bit operating systems. Some 64bit Linux versions offer 32bit compatible libraries and a 32bit executable sandbox. However, NetApp cannot support Net2 on the many variants and revisions of 64bit Linux operating systems. ) You may receive messages during the installation and startup of Net2 based on your computers security configuration and security software. The users experience may vary. 3

4 2 NEW INSTALLATION OF THE NET2 APPLICATION For a new installation of the Net2 tool, click on this link to get to the below Net2 Landing page. is the server for downloading the Net2 client and documents. Users do not log into this site. Authentication is performed using the user s Single Sign On (SSO) credentials Follow the download steps and install the client by clicking on download. If needed, you will find links to get a SSO logon, Register your Company or report a problem. 4

5 DOWNLOADING THE CLIENT Enter your Registered SSO ID and password. Click Login. You will be routed to the Installation page for Net2. Mac OS X Users: You may need to manually enable Read/Write Permissions for your Mac ID or you could risk losing auto-updates to your Net2 client. To check: 1. Go to Finder >> Applications >> and right click NetApp Electronic Toolkit 2. Select "Get Info" 3. Go to "Sharing & Permissions" 4. Give your name/id Read & Write permissions. 5. Apply these changes to the entire folder. 5

6 The application will begin to download. Click Run. 6

7 Click Next to start the installation of the program During the Install you will be prompted to accept the licensing agreement. This agreement identifies the terms of use, confidentiality, redistribution and ownership of the entire tool and its content. You are legally obligated to the agreement when you accept the terms of use. Click I accept the terms in the License Agreement Click Next 7

8 It is recommended to allow the program to install the application into the default location for proper execution. Click Next Click Install. 8

9 The application will begin the installation process. Once the Install wizard setup is complete the following screen will appear. Click Finish. 9

10 The client will request you to logon with your SSO credentials in order to connect to the main site and retrieve content. Enter your SSO Username and Password Click Login. The login process will confirm your credentials by routing to the NetApp Partner Support Site. Click Yes. 10

11 After your credentials are confirmed, the process will begin to download content. The first content downloaded is Alerts. You will need to either read and confirm the alerts or skip them and read them at a later time. There may be multiple alerts to navigate through before getting to the next step. A status bar will appear and show progress for retrieving the content from the main server. Depending on your Company s credentials, you may have access to more than one document set. Presently there are 3 partner document sets: TPM ASP (sub-set of TPM) Installation Tools The following screens illustrate a TPM only client and document set Please note this process will take several minutes and many minutes for the installation Tools doc set 11

12 Once all the current documents have been retrieved, the status bar will show Update complete. Click OK The Install is now complete and the home page will be displayed. You are now ready to begin using the tool 12

13 3 LAUNCHING THE APPLICATION On the desktop, double-click the new Net2 shortcut icon Or in the Start Program menu select Click OK. The Net2 client window will automatically display if you are not connected to the internet. If you are connected to the internet, an automatic install of updates will occur (see below) and then the client window will open. If you are connected to the internet, the client will request you to logon with your SSO credentials in order to connect to the main site and update content. Enter your SSO Username and Password Click Login. 13

14 The login process will confirm your credentials by routing to the NetApp Partner Support Site. Click Yes. INSTALLING UPDATES By default, the client will check for updates each-and-every time the application is launched when you are connected to the internet. Note: If you are not connected to the internet, the update process will be bypassed and the tool will launch in standalone mode. While connected to the Internet, Start the Net2 application. The Net2 Update program will run and download all updated files and documents. Click OK when completed. You may also click the Update link. If you encounter issues with your connection you may need to set the proxy settings. See Entering Proxy settings. 14

15 HOW TO EXECUTE A SEARCH BY SYSTEM SERIAL NUMBER Start the Net2 application. On the application homepage, enter a serial Number. Click the magnifying glass symbol. Additional Note: The Field Service Order field is not a search field. Please enter the current FSO number you are working on. This value will be recorded against all the client activity executed during the session. For Example try this Sample Serial number: If the serial number cannot be found confirm you entered it properly. If the serial number still cannot be found proceed to How to execute a search when the serial number is not found. 15

16 The application will open a new tab displaying the model family A list of available documents will be displayed. Double click on the document to open the file. To close the tab, click the close tab button. Be aware that the application uses your browsers file association settings in order to determine how to deal with active content. You may need to allow blocked content to display the document. User experiences may vary here depending on these settings. HOW TO EXECUTE A SEARCH WHEN THE SERIAL NUMBER IS NOT FOUND If the serial number cannot be found confirm you entered it properly If not found Click on TPM on the top menu bar 16

17 Clicking on the TPM menu allows navigation through the table of contents. Select the model family and then navigate to the model you are working on. NOTE: The model number is displayed in the dispatch The application will open the model tab A list of available documents will be displayed. Double click on the document to open the file. To close the tab, click the close tab button. Be aware that the application uses your browsers file association settings in order to determine how to deal with active content. You may need to allow blocked content to display the document. User experiences may vary here depending on these settings. 17

18 DISPLAYING JOB AIDS Start the Net2 application. Go to the TPM TOC. Navigate to the Job Aids Click on Job Aids The Job Aid tab will open and display a list of documents to choose from. Double click on the System Registration Guide Document 18

19 The System-Contact Registration NOW Guide document opens in a browser window. 19

20 TO MAKE A ONE-TIME COPY OF THE APPLICATION TO A DIFFERENT MEDIA The application can be copied to a memory stick or CD for transporting the documents in to customer sites when you are not allowed to bring your computer. On the Menu Bar click File and Copy Client A pop-up will appear allowing you to navigate to the location you would like to copy the application to. Navigate to your Thumb drive or your CD drive and destination folder Click OK. The application will be copied to the new media. Please note that the copied version is not updateable. If you must use paper copies of action plans: Be aware that some action plans have multiple linked documents. Be sure to print off all associated linked documents to ensure that you have a complete action plan prior to the start of your work. 20

21 ENTERING PROXY SETTINGS Note: if you have a firewall that requires a proxy entry the application supports a proxy function. The proxy settings allow the update process to reach the server. The initial installation does not have proxy so you will need to use a connection outside your firewall to download the application. On the file menu, go to settings Click on Use Proxy Server Enter Proxy Server in http format: Enter the Proxy Port number: Click OK IF YOU HAVE CORRECTLY ENTERED THE PROXY REQUIREMENTS, YOU WILL BE ROUTED TO THE sso LOGON SITE. 21

22 NEW! FIELD SERVICE SURVEYS Click the link to open the PEF (Post Event Feedback) survey and provide feedback on a variety of different topics. Answering No to a question will open a box where you can provide specific details. This is the easiest method to provide feedback on variety of different topics. NEW! EXPANDED CONTROLLER VIEWS Section I of most action plans will contain expanded controller views as well as possible configuration differences and terms to remember. Depending on the complexity of the action plan, the controller views in section I may cover multiple pages. 22

23 NEW! FSO UPDATE FOR NON-B2B SERVICE PARTNERS The FSO Update provides non- B2B partners an opportunity to interact directly with NetApp s CRM tool and provide updates and status throughout the course of a dispatch. A typical dispatch will follow the FSO standard as outlined in red to the right. Additional options exist outside of the normal dispatch and include the ability to cancel and/or update. 23

24 FSO UPDATE (CONTINUED) Available values are displayed in the drop-down list on the status selection field. The Accepted Date/Time should be entered in local time. A backend calculation will automatically convert the time zone to the customer s time. 24

25 FSO UPDATE (CONTINUED) - REQUIRED FIELDS If a required field is populated with incorrect information or is missing altogether, an error message will be displayed. In the example at right, the FSO number is missing a digit and should be seven characters long instead of six. In the example at right, the submit button was clicked but the reason code was left blank. 25

26 FSO UPDATE (CONTINUED) CONFIRMATION MESSAGE (1 OF 2) Click Submit to enter status update and transmit directly to NetApp s CRM. FSO UPDATE (CONTINUED) CONFIRMATION MESSAGE (2 OF 2) After clicking the Submit button, a message is displayed to confirm successful submission. 26

27 4 NEW! FSO UPDATE MOBILE SUPPORT WEB FSO MOBILE DEVICE SUPPORT The FSO Update form in Net2 is also available via any web browser. The URL is: er ACCEPT ETA ONSITE COMPLETE ETA ONSITE MOBILE APP FSO DEVICE SUPPORT Application support for ios, Android and Blackberry devices. ETA and ONSITE sections shown at right. ACCEPT and COMPLETED sections not shown. 27

28 TO EXIT THE APPLICATION On the Menu Bar click File and exit or, Click the red x close button at the top right corner.

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