Administrator's Guide. for Computrace Agent

Administrator's Guide for Computrace Agent www.absolute.com October 29, 2015

, Customer Center version 5.25 Documentation Release 2 This document, as well as the software described in it, is confidential and contains proprietary information protected by non-disclosure agreements. No part of this document may be reproduced in any form or disclosed to any party not bound by a non-disclosure agreement without the express written consent of Absolute Software Corporation. Absolute Software Corporation reserves the right to revise this document and to periodically make changes in the content hereof without obligation of such revisions or changes unless required to do so by prior agreement. Information contained herein is believed to be correct, but is provided solely for guidance in product application and not as a warranty of any kind. Absolute Software Corporation assumes no responsibility for use of this information, nor for any infringements of patents or other rights of third parties resulting from the use of this information. Absolute Software Corporation Suite 1600 Four Bentall Centre 1055 Dunsmuir Street PO Box 49211 Vancouver, British Columbia Canada V7X 1K8 2015 Absolute Software Corporation. All rights reserved. Absolute, Computrace, and Persistence are registered trademarks of Absolute Software Corporation. LoJack is a registered trademark of LoJack Corporation, used under license by Absolute Software Corporation. LoJack Corporation is not responsible for any content herein. All other trademarks are property of their respective owners. For a list of patents issued to Absolute Software Corporation, see www.absolute.com/patents. Customer Center version 5.25 2

Contents Chapter 1: Introduction 6 About this Guide 6 Using this Guide 6 About the Computrace Agent 6 Contacting Global Support 7 Chapter 2: Installing and Managing the Agent on Windows Devices 8 Device Compatibility 8 Firmware Persistence 8 Compatibility with Bitlocker Drive Encryption 9 File List and Remote File Retrieval 9 Real-Time Technology Requirements 9 Downloading and Installing the Agent on an Individual Device 10 Before You Begin 10 Downloading the Installer 11 Contents of the Agent Installer Package 11 Installing the Agent on an Individual Device 11 Installing the Agent at the Command Line 12 Installing the Agent Using the InstallShield Wizard 12 Verifying the Installation 12 Using the Agent Management Utility 13 Using Customer Center 13 Installing the Agent on Multiple Devices 14 Deploying the Agent Using Disk Imaging 14 Before you Begin 14 Creating the Disk Image 14 Deploying the Agent Using System Center Configuration Manager 15 Deploying the Agent Using an Active Directory Script 15 Managing the Computrace Agent 15 Starting the Agent Management Utility 15 Viewing Agent Call Details 16 Forcing a Call to the Monitoring Center 16 Configuring IP Proxy Settings 17 Upgrading the Agent on Windows Devices 17 Removing the Agent from Windows Devices 17 Chapter 3: Installing and Managing the Agent on Mac Devices 18 Device Compatibility 18 Downloading and Installing the Agent on Individual Devices 18 Before You Begin 19 Downloading the Installer 19 Installing the Agent 19 Using the Installation Package 20 Using the Command Line 20 Verifying the Installation 20 Using the Agent Management Utility 21 Verifying Installation of Agent Version 948 21 Customer Center version 5.25 3

Verifying Installation of Agent Version 938 21 Using Customer Center 22 Installing the Agent on Multiple Devices Using Disk Imaging 22 Before you Begin 23 Creating the Disk Image 23 Managing the Agent 24 Managing Mac Agent Version 948 24 Starting the Agent Management Utility 24 Viewing Agent Call Details 25 Forcing a Call to the Monitoring Center 25 Forcing a Call Using the Agent Management Utility 25 Forcing a Call From the Command Line 26 Managing Mac Agent Version 938 26 Starting the Agent Management Utility 26 Viewing Agent Call Details 27 Forcing a Call to the Monitoring Center 27 Forcing a Call Using the Agent Management Utility 27 Forcing a Call From the Command Line 28 Configuring IP Proxy Settings 28 Changing the Default Password 28 Upgrading the Agent on Mac Devices 29 Removing the Agent from Mac Devices 29 Chapter 4: Installing and Managing the Mobile Agent on Android Devices 30 Device Compatibility 30 Downloading and Installing Computrace Mobile for Android 30 Before You Begin 30 Downloading Computrace Mobile Installer for Android Devices 30 Installing Computrace Mobile for Android Devices 32 Using the Computrace Mobile Dashboard 33 Setting Your Password on First Use 33 Changing Your Password 33 Viewing Agent Status Information 34 Viewing the Agent Log 35 Forcing a Test Call to the Monitoring Center 35 Sending Diagnostic Information to Absolute Global Support 35 Upgrading the Mobile Agent on Android Devices 36 Removing the Agent from Android Devices 36 Chapter 5: Installing and Managing the Mobile Agent on Windows Mobile Devices 37 Device Compatibility 37 Downloading the Installation Package 37 Installing the Mobile Agent 37 Verifying the Computrace Mobile Agent Installed Successfully 38 Managing the Mobile Agent 38 Setting Your Password 38 Viewing the Agent Details 39 Forcing a Test Call to the Monitoring Center 39 Upgrading the Agent on Windows Mobile Devices 39 Customer Center version 5.25 4

Removing the Agent from Windows Mobile Devices 39 Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices 40 Device Compatibility 40 Mobile Agent Bundle for BlackBerry Devices 40 Mobile Agent Applications 40 Downloading the Mobile Agent Bundle 41 Installing the Mobile Agent on a BlackBerry Device 41 Before You Begin 41 Using the BlackBerry Desktop Software 41 Installing the Mobile Agent on Multiple BlackBerry Devices 43 About the BlackBerry Enterprise Server 43 Before You Begin 43 Using the BlackBerry Enterprise Server 43 Setting the Application Permissions for Silent Operation 46 Upgrading the Mobile Agent on BlackBerry Devices 48 Removing the Mobile Agent from BlackBerry Devices 48 Using BlackBerry Desktop Software 48 Using BlackBerry Enterprise Server 48 Troubleshooting the Mobile Agent 49 Verifying that the Most Recent Mobile Agent Installed Successfully 49 Inspecting the Launcher Code Modules 49 Confirming that the Launcher Permissions are Correct 50 Verifying Data Connections 50 Verifying TCP APN Settings for BlackBerry Devices 51 Verifying Communications Between BlackBerry Enterprise Server and Absolute 51 Performing a Reset 52 Examining the Event Log for a Device 52 Appendix A: Computrace Compatibility with McAfee Endpoint Encryption 53 Introduction 53 Firmware Persistence Capable Machines 53 Installation Order on Firmware-Persistent Machines 53 Recommended Order of Installation 53 Glossary 55 Index 58 Customer Center version 5.25 5

Chapter 1: Introduction Chapter 1: Introduction This chapter provides information about the Computrace agent and how to contact Absolute Global Support. About this Guide The provides instructions on how to install and manage the agent on various types of devices. This guide is written primarily for users in the Administrator role in Customer Center who perform agent management tasks, such as downloading installer packages, installing the agent on devices, and managing the agent in various ways. Using this Guide The includes the following chapters: "Introduction" (this chapter) provides an overview about this guide for use with Computrace Enterprise. "Installing and Managing the Agent on Windows Devices" on page 8 provides information about how to install the Computraceagent on individual and multiple Windows devices, and how to manage the agent. "Installing and Managing the Agent on Mac Devices" on page 18 provides information about how to install the Computrace agent on individual and multiple Mac devices, and how to manage the agent. "Installing and Managing the Mobile Agent on Android Devices" on page 30 provides information about how to install the Computrace agent on Android devices, and how to manage the agent. "Installing and Managing the Mobile Agent on Windows Mobile Devices" on page 37 provides information about how to install the Computrace agent on Windows Mobile devices, and how to manage the agent. "Installing and Managing the Mobile Agent on BlackBerry Devices" on page 40 provides information about how to install the Computrace agent on BlackBerry devices, and how to manage the agent. "Glossary" on page 55 provides a list of commonly used terms and their definitions, and acronyms that are related to this guide. About the Computrace Agent The Computrace agent is client software that you install on devices you want to manage using Absolute's technology. When installation is complete, the agent contacts the Monitoring Center to obtain a unique identifier for the device. The agent continues to contact the Monitoring Center on a regular basis to report its location. The communication between the agent and the Monitoring Center is quick, silent, and requires no input from you. The agent remains concealed on your device, and it does not affect system performance or interfere with Internet activities. Customer Center version 5.25 6

Chapter 1: Introduction Contacting Global Support If you have difficulty using or installing the agent, contact Absolute Global Support at www.absolute.com/support. Follow the on-screen instructions to contact technical support for your region. We welcome your questions, comments, and feature requests. Customer Center version 5.25 7

Chapter 2: Installing and Managing the Agent on Windows Devices Chapter 2: Installing and Managing the Agent on Windows Devices This chapter provides information about device compatibility and instructions for installing the Computrace agent on Microsoft Windows devices in the following ways: Direct installation: used to install the agent on individual computers not connected through a network. This method requires hands-on contact with each target device. For details about this type of installation, see "Downloading and Installing the Agent on an Individual Device" on page 10. Batch installation: used to install the agent on multiple devices. For details about this type of installation, see "Installing the Agent on Multiple Devices" on page 14. Use the installation method that best suits the prevailing circumstances and your organization s requirements. This chapter also includes information about managing your Windows devices. The Computrace agent installation package includes the CTMWeb application, which is the Agent Management utility. You can use the Agent Management utility to facilitate managing individual agents and to verify the state of the agent in an image before deploying the image to multiple devices in your network. This guide provides information about device compatibility and instructions for installing the Computrace agent on Windows devices. Device Compatibility To ensure that your Windows devices are compatible with Computrace agents, you need to meet the following requirements: Supported operating systems: Windows 10 Windows 8.1 Windows 8 NOTE Windows RT 8.x is not supported. Windows 7 Windows Vista Internet connection If you want to ensure that the agent survives accidental or malicious tampering, confirm that your Windows devices support Firmware persistence, which is described next. Firmware Persistence Firmware persistence support is a type of Persistence technology provided by Absolute. Most Original Equipment Manufacturers (OEMs) integrate the Persistence technology within the computer BIOS or firmware. Customer Center version 5.25 8

Chapter 2: Installing and Managing the Agent on Windows Devices To see a list of manufacturers who provide Firmware persistence, go to www.absolute.com/bios. Compatibility with Bitlocker Drive Encryption Bitlocker Drive Encryption (Bitlocker) is a full disk encryption feature included in most versions of the Windows operating system. It is designed to protect data by providing encryption for the operating system drive and fixed data drives. The agent is compatible with Bitlocker Drive Encryption. When Bitlocker is enabled on a device, it is temporarily suspended during activation of Firmware persistence, which occurs during the first agent call after the agent is installed. Bitlocker is then automatically enabled when the device is restarted. This process is also used during deactivation of Firmware persistence, which occurs when the agent is removed from the device. NOTE For other encryption products, certain considerations may be required during agent installation. If your devices use a form of data storage encryption, refer to the Customer Center User Guide, Chapter 5: Working with Reports, under the heading Full-Disk Encryption Software Products and Self-Encrypting Drives Detected. This document is included in your installation media. File List and Remote File Retrieval You can view a list of files from your managed Windows devices and select any essential files you want to retrieve before invoking Device Freeze or Data Delete. Both the File List and Remote File Retrieval features work only on Windows devices, and File List works only on Windows devices on which.net Framework 2.0 is installed. Real-Time Technology Requirements RTT provides further data protection to Windows devices that have a phone number, accept SMS messaging, and have an Computrace agent installed on them; for example, an Android device with a mobile broadband adapter. RTT sends managed devices an SMS message through the SMS Gateway and either instructs the devices to do some activity or instructs them to have their agent call immediately. Therefore, to use RTT you need to ensure that all of the following items are in place: You purchased data plans for your mobile broadband adapters, with Short Message Service (SMS) support. You bought and set up your Upside Wireless account. The RTT feature uses Upside Wireless as an SMS gateway provider by default. To use other SMS gateway providers, please contact your Absolute representative. The RTT feature is enabled for your account. You need to ensure that your devices meet the following requirements to support RTT: A supported device that meets the Windows device requirements previously outlined. A supported mobile broadband adapter, such as: Gobi 1000: an embedded mobile broadband adapter available on UMTS and EVDO networks. Including the following Gobi variants: Qualcomm UNDP-1 Qualcomm 9202 Customer Center version 5.25 9

Chapter 2: Installing and Managing the Agent on Windows Devices Dell 5600 HP un2400 Gobi 2000: an embedded mobile broadband adapter available on UMTS and EVDO networks. Including the following Gobi variants: Qualcomm 920b HP un2420 Gobi 3000: an embedded mobile broadband adapter on Windows 7 only and UMTS and EVDO networks. Including the following Gobi variants: Sierra Wireless MC8355 (similar to HP un2430) Dell DW5630 (believed to be made by Novatel Wireless), and, Option GTM689W Ericsson F3507g: an embedded UMTS mobile broadband adapter Ericsson F3607gw: an embedded UMTS mobile broadband adapter Ericsson F5521gw: embedded UMTS mobile broadband adapter and the following variants on Windows 7 only: Dell DW5550 HP hs2340 Novatel Wireless mobile broadband adapters on UMTS and EVDO networks and Novatel Wireless E362 (similar to HP lt2510) on Windows 7 only Sierra Wireless Mobile Broadband Adapters: mobile broadband adapters on the UMTS and CDMA/EVDO networks Sierra Wireless UMTS mobile broadband adapters Sierra Wireless MC5720: an embedded CDMA/EVDO mobile broadband adapter Sierra Wireless MC5725: an embedded CDMA/EVDO mobile broadband adapter NOTE Some OEM-branded variants of the mobile broadband adapters may be supported as well. An active data plan with SMS support for the mobile broadband adapters. Downloading and Installing the Agent on an Individual Device The instructions in this section apply to installing the agent on individual devices, which requires handson contact with each target device. This installation method is commonly used to install the agent on new devices that are not connected to a network. This section includes the following topics: Before You Begin Downloading the Installer Installing the Agent on an Individual Device Verifying the Installation Before You Begin IMPORTANT Follow these instructions to ensure that the agent remains tamper-resistant. Customer Center version 5.25 10

Chapter 2: Installing and Managing the Agent on Windows Devices To ensure a trouble-free and secure installation, we recommend that you: Use a virus-scanning program to ensure that your hardware is free from viruses. Ensure the device is connected to the Internet. If the device is not using the BIOS agent, ensure that the primary hard drive is listed first in the boot order specified in the BIOS. Downloading the Installer Before you can install the agent on Windows devices, you need to download the installer. To download the agent installer from Customer Center: 1. From your Windows device, log in to Customer Center as an Administrator. 2. On the Customer Center Home page, scroll down to the bottom of the page and click the Download Packages link. 3. On the Download Packages page under the Agent Type column, click the most recent Agent Version of Windows. NOTE You may see more than one package because there are different agent versions for Windows. Select the most recent Agent Version. 4. Depending on your browser and operating system, you may need to click through several dialogs to Save the.zip folder that includes the installation files to a location of your choice; for example, to the root folder for command line installations. When the download completes, click Open. 5. From the location where you just saved the.zip folder, extract its contents to a local folder, a network drive, or to removable media, such as a USB device. Contents of the Agent Installer Package The extracted installer package includes the following key components: Computrace.exe file: Installer in executable file format. Use this installer in the following scenarios: The agent is already installed on the device and you want to upgrade the agent to a new version. Using this Installer ensures that all agent settings are updated on the device. You want to use the Installer user interface to install the agent and you want to view the user interface in a language other than English. You can use this installer to deploy the agent using the Installer interface or the command line. MSI Deployment folder containing the Computrace.msi file: Installer in Windows Installer package format. You can use this Installer to deploy the agent on new devices using the Installer interface, or at the command line using msiexec.exe. Installing the Agent on an Individual Device You can use the command line or the user interface to install the agent on a Windows device. NOTE You must have Administrator privileges to install the agent. Customer Center version 5.25 11

Chapter 2: Installing and Managing the Agent on Windows Devices Installing the Agent at the Command Line You can use the command line to install the agent on a Windows device silently, eliminating the need to respond to prompts in the user interface. To install the agent using the command line: 1. Open a Command Prompt window as a user with administrator privileges. 2. Navigate to the appropriate Installer file that you extracted in the task, "Downloading the Installer" on page 11. 3. Use one of the following methods to start the installation: Silent installation of the executable file, type: Computrace.exe -sp/s Silent installation of the executable file with a log file, type: Computrace.exe -sp/s /f2c:\tmp\computrace.log Silent installation of the Windows Installer package, type: msiexec.exe /i Computrace.msi /qn 4. Press Enter. Depending on your operating system s security settings, you may see a security dialog, which you can accept. Installing the Agent Using the InstallShield Wizard To install the agent on a device using the Computrace InstallShield Wizard: 1. Navigate to the appropriate Installer file that you extracted in the task, "Downloading the Installer" on page 11. 2. Double-click the Installer file (Computrace.exe or CompuTrace.msi) to open the Computrace InstallShield Wizard. NOTE If the User Account Control dialog shows, click Yes to permit the install file to be installed. 3. If you are using the Installer in executable file format (Computrace.exe), select your preferred language for the Computrace InstallShield Wizard and click OK. 4. Click Next and then click Install to start the installation. 5. Click Finish to complete the agent install and exit the Computrace InstallShield Wizard. You can now verify the installation of the agent on your Windows device, as instructed in the next section. Verifying the Installation You can verify that the agent was installed successfully on your devices in the following ways: Using the Agent Management Utility Using Customer Center Customer Center version 5.25 12

Chapter 2: Installing and Managing the Agent on Windows Devices Using the Agent Management Utility To verify that the agent was installed successfully on your devices, has contacted the Monitoring Center, and has received a unique Identifier,do the following: 1. Ensure that the device is connected to the Internet. 2. Open the Agent Management utility: a) Browse to the folder that contains the extracted agent installation package. b) Double-click ctmweb.exe to open the Agent Management utility with the CTMWeb Login page active. NOTE If the User Account Control dialog shows, click Yes to permit access to your system. c) In the Please enter your password field, type password, which is the default administrative password. d) Click Next, which opens the Agent Status page. 3. To verify that the agent is installed successfully, review these fields: Agent Mode confirm that the value is Active. ESN Electronic Serial Number, which is also referred to as the unique Identifier. For activated agents, the last four characters of this Identifier are greater than 0000. If the last four characters are 0000, click the Test Call tab in the Agent Management utility, and then click Start to force a test call to the Monitoring Center. The Call Status shows on screen. Last IP Call Date/Time the field shows appropriate time and date value, indicating a successful call. IMPORTANT If the Last IP Call Date/Time field reads No last call, your device failed to contact the Monitoring Center. The field will show a question mark (?) when the agent call is in progress or your device is not connected to a network. Last Modem Call Date/Time disregard this field. Its use has been deprecated. Default settings apply during the agent installation. After installation, you can change the agent settings for individual devices locally using the Agent Management utility. For full details about using the Agent Management utility, see "Managing the Computrace Agent" on page 15. If you require further assistance, contact Absolute Global Support. If your installation failed, you can force a call and verify its success. See "Forcing a Call to the Monitoring Center" on page 16. Using Customer Center You can verify that an agent is activated and calling in successfully by looking for the device on the Activation Report. NOTE For RTT-enabled devices with mobile broadband adapters, use the Asset Report or Mobile Broadband Adapter Report. Customer Center version 5.25 13

Chapter 2: Installing and Managing the Agent on Windows Devices To view the managed devices in Customer Center: 1. Log in to Customer Center as an Administrator. 2. On the navigation pane, click Reports. 3. On the Reports page at the Call History and Loss Control location, click Activation Report. 4. Select the Show Most Recent Activations checkbox and click Show results. It takes several minutes to process and make the information available. Your managed device should show in the results grid on the Activation Report. Installing the Agent on Multiple Devices You can deploy the Computrace agent to your computer fleet collectively all at once or perhaps in various groups. There are several methods to install the agent on multiple devices, which are presented in this section, including: Deploying the Agent Using Disk Imaging Deploying the Agent Using System Center Configuration Manager Deploying the Agent Using an Active Directory Script Deploying the Agent Using Disk Imaging Disk imaging is used to copy standard applications onto new or repurposed computers. Incorporating an unactivated agent in disk images ensures that all managed devices are protected with Computrace. IMPORTANT The disk image must include an unactivated agent so each device gets a unique identifier on the device s first call to the Monitoring Center. Before you Begin To prepare a disk image: 1. Ensure that your source computer meets the following requirements: A supported operating system is installed. See "Device Compatibility" on page 8. All of your organization s preferred software are configured. The computer is free of viruses. The Computrace agent has never been activated on the computer 2. Disconnect the source computer from the network. IMPORTANT After you disconnect the computer from the network and start the Computrace agent install, do not connect to the network again until after the image is created. Creating the Disk Image To create a standard disk image for your Windows devices: 1. Install the agent on the source computer as instructed in the task, "Installing the Agent on an Individual Device" on page 11. Customer Center version 5.25 14

Chapter 2: Installing and Managing the Agent on Windows Devices 2. With the source computer still disconnected from the network, create a hard disk image of the source computer following the instructions for your particular disk imaging software. 3. Test the disk image as follows: a) Deploy the disk image to a target device. b) Connect the target device to the network. c) Verify that the target device s agent receives a unique Identifier as instructed in the task, "Verifying the Installation" on page 12. Deploying the Agent Using System Center Configuration Manager You can use Microsoft System Center Configuration Manager (SCCM) to deploy the agent to a group of computers on a network. If your organization intends to use SCCM to deploy the agent to multiple Windows devices and you require assistance, contact Absolute Global Support. Deploying the Agent Using an Active Directory Script The CompuTrace.msi installation file conforms to industry standards for MSI files, which enables network administrators to deploy the agent onto their devices using Active Directory. If your organization intends to use Active Directory to deploy the agent to multiple Windows devices and you require assistance, contact Absolute Global Support. Managing the Computrace Agent The Computrace agent installation package includes the CTMWeb application, also known as the Agent Management utility, which facilitates the management of individual agents. You can use the Agent Management utility to verify the state of the agent in an image before deploying the image to devices in your network. After you have installed the agent successfully, you can use the Agent Management utility to perform the following administrative tasks: Starting the Agent Management Utility Viewing Agent Call Details Forcing a Call to the Monitoring Center Configuring IP Proxy Settings Starting the Agent Management Utility IMPORTANT the agent. If User Account Control is enabled, you must have Administrator credentials to manage To start the Agent Management utility on a Windows device: 1. Using Windows Explorer, browse to the folder that contains the agent installation package that you extracted when you installed the agent previously. See "Using the Agent Management Utility" on page 13. 2. Double-click the ctmweb.exe file to start the Agent Management utility and open the CTMWeb login page. Customer Center version 5.25 15

Chapter 2: Installing and Managing the Agent on Windows Devices 3. In the Please enter your password field, type password, which is the default administrative password, and then click Next. Viewing Agent Call Details The Agent Status page provides the following fields: CTMWeb Build # version number of the CTMWeb application, also known as the Agent Management utility. Agent Build # version number of the agent installed on the device. Agent Mode state of the installed agent, showing the following possible values: Active the agent is installed and active. Call Support a problem exists with the agent. See "Contacting Global Support" on page 7. ESN unique Identifier assigned to the installed agent. Last IP Call Date/Time date and time of the last successful agent call using Internet Protocol from the device to the Monitoring Center. Next IP Call Date/Time date and time of the next scheduled call using Internet Protocol from the agent on the device to the Monitoring Center. IMPORTANT If the Last IP Call Date/Time field reads No last call, your device failed to contact the Monitoring Center. The field will show a question mark (?) when the agent call is in progress or your device is not connected to a network. Last Modem Call Date/Time disregard this field. Its use has been deprecated. Next Modem Call Date/Time disregard this field. Its use has been deprecated. Forcing a Call to the Monitoring Center To request that the agent contacts the Monitoring Center immediately, you can use the Test Call page on the Agent Management utility. To force a call: 1. Connect the device to the Internet. 2. Start the Agent Management utility. See "Starting the Agent Management Utility" on page 15. 3. Click the Test Call tab. 4. Click Start to force the call. The agent attempts to contact the Monitoring Center. The Call status field shows progress information and the screen refreshes the status automatically. If the call was successful, the Call status field shows Passive (Last call successful). If the call failed, the Call status field shows Passive (Last call failed). Check that the device is connected to the Internet. If so, attempt the test call again. If your next call still fails, contact Absolute Global Support. 5. To verify the success of a test call, click the Status tab and review the following fields on the Status page of the CTMWeb application: Last IP Call Date/Time shows the current date and time. Customer Center version 5.25 16

Chapter 2: Installing and Managing the Agent on Windows Devices Next IP Call Date/Time shows updated values. Configuring IP Proxy Settings The agent can access the Internet using a proxy server to contact the Monitoring Center. To set the account used to access a proxy server: 1. Start the Agent Management utility. See "Starting the Agent Management Utility" on page 15. 2. Click the Options tab. 3. In the Name field, type the user name for the agent to access the Internet using a proxy server. 4. In the Password field, type the password for the agent to access the Internet using a proxy server. 5. To save your changes click Apply. 6. To confirm that the agent is functioning correctly using the new settings, make a test call to the Monitoring Center. See "Forcing a Call to the Monitoring Center" on page 16. Upgrading the Agent on Windows Devices If your account is configured to allow automatic agent upgrades, your managed Windows devices are automatically upgraded as new Computrace agents become available. After a new agent is released, your Windows devices are automatically upgraded on the next agent call. If your account is not configured to allow automatic agent upgrades, as per an alternate Service Agreement, contact Global Support to request an upgrade to the latest version of the Computrace agent for Windows. Removing the Agent from Windows Devices You may want to remove the agent from a device for various reasons, such as retirement, disposal, or end of lease. You can use the Agent Removal Request feature in Customer Center to remove the agent from one or more devices. For more information, see Chapter 3 of the Customer Center User Guide. Customer Center version 5.25 17

Chapter 3: Installing and Managing the Agent on Mac Devices Chapter 3: Installing and Managing the Agent on Mac Devices This chapter provides information about device compatibility and instructions for installing the Computrace agent on Apple Mac devices in the following ways: The direct installation method requires hands-on contact with each target device and is commonly used to install the agent on individual computers not connected through a network. For details about this type of installation, see "Downloading and Installing the Agent on Individual Devices" on page 18. For batch installation of the Computrace agent on multiple devices, see "Installing the Agent on Multiple Devices Using Disk Imaging" on page 22. This chapter also includes information about managing your Mac devices. The agent installation package includes the Agent Management utility. You can use this application to manage individual agents and to verify the state of the agent in an image before deploying the image to devices in your network. This chapter includes the following sections: Device Compatibility Downloading and Installing the Agent on Individual Devices Installing the Agent on Multiple Devices Using Disk Imaging Managing the Agent Upgrading the Agent on Mac Devices Removing the Agent from Mac Devices Device Compatibility To ensure that your Mac devices are compatible with the Computrace agent, you need to meet the following requirements: Intel-powered hardware that supports one of the Mac OS X operating systems: version 10.5, provided the device is running agent version 938 version 10.6 or higher, provided the device is running agent version 948 Internet connection Downloading and Installing the Agent on Individual Devices The instructions in this section apply to installing the agent on individual devices, which requires handson contact with each target device. This installation method is often used to install the agent on devices that are not connected to a network. This section includes the following topics: Before You Begin Downloading the Installer Installing the Agent Verifying the Installation Customer Center version 5.25 18

Chapter 3: Installing and Managing the Agent on Mac Devices Before You Begin To prepare for installing the agent on Mac devices: Use a virus-scanning program to ensure that your hard drive is free from viruses. Disable all resident virus-scanning programs. NOTE Remember to enable all virus-scanning programs again after installing the agent successfully. Ensure the device is connected to the Internet. Ensure you have Administrator privileges on the device. Downloading the Installer Before you can install the agent, you need to download the Installer, which is named CTClientXX- YY.zip, where XX is your account number and YY is the order number. The Installer consists of three installation packages: One of the following, which contains the Agent Management utility: ctm.tar (Mac agent version 938) ddsinfo.tar (Mac agent version 948) rpclient.tar, which you use to install the agent using the installation package rpclient_image.tar, which you use to install the agent from the command line To download the Installer from Customer Center: 1. From your Mac device, log in to Customer Center as an Administrator. 2. On the Customer Center Home page, scroll down to the bottom of the page and click the Download Packages link to open the Download Packages page. 3. Under the Agent Type column, click the most recent Agent Version of Mac. NOTE If the Mac device is running OS X 10.5, you need to download agent version 938. More recent versions of the agent are not supported on this operating system. 4. Download the Installer to a location on your Mac device. 5. Browse to the location of the Installer folder. 6. If necessary, copy the Installer folder to another location, or to a network drive, or to removable media, such as a USB device. You are now ready to install the agent. Installing the Agent You can install the agent on individual Mac devices in the following ways: Using the Installation Package Using the Command Line Customer Center version 5.25 19

Chapter 3: Installing and Managing the Agent on Mac Devices Using the Installation Package To install the agent using the installation package: 1. Browse to the location of the Installer folder and open it. 1. Double-click the rpclient.tar file and extract it. 2. Double-click the RPClient.pkg file to open the RPClient Installer page. 3. Click Continue. 4. To change the location where the agent is installed: i) Click Change Install Location. ii) iii) 5. Click Install. On the Select a Destination page, select the disk where you want to install the agent. Click Continue. 6. In the Password field, enter the Administrator password for the Mac device and click Install Software. When you see a confirmation message, the agent is installed successfully. 7. Click Close. Using the Command Line If you prefer, you can install the agent on a Mac device using the command line. To install the agent on a Mac device: 1. Browse to the agent Installer folder, double-click the rpclient_image.tar file and extract it. 2. Open a Terminal window and browse to the Install folder that you extracted in step 1. 3. To have the installation package grant you full security credentials, type: sudo./install.sh 4. When prompted, type the Administrator password for the Mac device and press Enter. 5. When the following message shows, the files are installed: Install path is: /<install path> You may now create a drive image with Computrace agent. On the first startup from the imaged drive, the installation will complete. Verifying the Installation After installation, the agent contacts the Monitoring Center and receives a unique Identifier. You can verify that the agent was installed successfully on your devices in the following ways: Using the Agent Management Utility Using Customer Center Customer Center version 5.25 20

Chapter 3: Installing and Managing the Agent on Mac Devices Using the Agent Management Utility To verify agent installation using the Agent Management utility, follow the steps in one of the following topics, depending on which version of the Mac agent you installed: Verifying Installation of Agent Version 948 Verifying Installation of Agent Version 938 Verifying Installation of Agent Version 948 To verify that the agent has contacted the Monitoring Center and received a unique Identifier, follow these steps: 1. Ensure that the device is connected to the Internet. 2. Open the DDSInfo agent management utility: a) Browse to the folder that contains the agent installation package. b) Double-click the ddsinfo.tar file and extract it. c) Double-click the DDSInfo file. d) In the Password field, enter the Administrator password for the Mac device and click OK. The DDSInfo agent management utility opens. 3. To verify that the agent installed successfully, review the following fields: Agent Version confirm that the value is 948. Agent Mode confirm that the value is Active. ESN Electronic Serial Number, which is also referred to as the unique Identifier. For activated agents, the last four characters of the Identifier are greater than 0000. If the last four characters are 0000, the device failed to contact the Monitoring Center. The Call Status shows on screen. Last IP Call Time shows the date and time of the most recent successful agent call. IMPORTANT If the Last IP Call Time field reads No last call, the device failed to contact the Monitoring Center. To force a test call, see "Forcing a Call to the Monitoring Center" on page 25. Next IP Call Time the date and time of the next scheduled agent call from the device. Verifying Installation of Agent Version 938 To verify that the agent has contacted the Monitoring Center and received a unique Identifier, follow these steps: 1. Ensure that the device is connected to the Internet. 2. Open the Agent Management utility: a) Browse to the folder that contains the agent installation package. b) Double-click the ctm.tar file and extract it. c) Double-click the ctmweb.exe file to open the Agent Management utility. The CTMWeb Welcome page opens. d) Click Manage to open the Login page. Customer Center version 5.25 21

Chapter 3: Installing and Managing the Agent on Mac Devices e) In the Please enter your password field, type password, which is the default password for the utility. f) Click Next, which opens the Agent Status page. 3. To verify that the agent installed successfully, review the following fields: Agent Mode confirm that the value is Active. ESN Electronic Serial Number, which is also referred to as the unique Identifier. For activated agents, the last four characters of the Identifier are greater than 0000. If the last four characters are 0000, the device failed to contact the Monitoring Center. The Call Status shows on screen. Last IP Call Date/Time this field shows appropriate time and date values, indicating a successful call. IMPORTANT If the Last IP Call Date/Time field reads No last call, the device failed to contact the Monitoring Center. To force a test call, see "Forcing a Call to the Monitoring Center" on page 27. Last Modem Call Date/Time disregard this field. Its use has been deprecated. Using Customer Center You can verify that an agent is activated and calling in successfully by looking for the device on the Activation Report. To view the devices in Customer Center: 1. Using the device, log in to Customer Center as an Administrator. 2. On the navigation pane, click the Reports link to open the Reports page. 3. Under the Call History and Loss Control location, click the Activation Report link to open the Activation Report. 4. Click the Show Most Recent Activations checkbox and click Show results to refresh the page. Your device should show in the results grid on the Activation Report. If it does not show, the device failed to contact the Monitoring Center. To force a test call, see "Forcing a Call to the Monitoring Center" on page 27. Installing the Agent on Multiple Devices Using Disk Imaging You can install the agent on multiple devices using disk imaging, which is used to copy standard applications onto unconfigured computers (devices). Incorporating the agent installer onto disk images helps to ensure that the agent is fully functional on all managed devices. You can ensure that the agent is fully functional on all managed devices by using the following process: 1. Incorporate the agent installer into a disk image on a single (source) computer. 2. Use a disk imaging program to create a complete image of the source computer s hard disk, including the agent installer. 3. Copy this disk image to any number of identical computers (referred to as target devices). Customer Center version 5.25 22

Chapter 3: Installing and Managing the Agent on Mac Devices Images created in this manner initially show a generic Identifier (with an ESN that ends in 0000) that is associated with your account. When deployed, each target device contacts your Monitoring Center when it is first started and receives a unique Identifier. Before you Begin To prepare to create a disk image, do the following: 1. Ensure that your source computer meets the following requirements: It does not have an active agent installed on it (an unactivated agent has an identifier with an Electronic Serial Number (ESN) that ends in 0000). It is configured with all of your organization s preferred software 2. Use a virus-scanning program to ensure that the source computer and all devices on which you want to install the agent are free from viruses. Creating the Disk Image To create a standard disk image for your Mac devices: 1. Prepare the source computer as follows: a) Ensure the source computer meets all prerequisites, as described in the topic, "Before you Begin" on page 23. NOTE There is no requirement for network or Internet connectivity while you create the disk image. The source computer may be connected or disconnected. b) On a newly formatted computer, install the appropriate operating system and any other required software applications that you want to include in the disk image. 2. From the installation media, extract the contents of the rpclient_image.tar file to the source computer and note where the files are located. You need this information for steps 3 and 4. 3. Open a terminal window and navigate to the directory where you extracted the files in step 2. 4. Run the installer by entering the following command: sudo./install.sh 5. When prompted, enter the administrative password. The installation completes and the following confirmation message shows: Install path is: /<install path> You may now create a drive image with Computrace agent. On the first startup from the imaged drive, the installation will complete IMPORTANT Do not restart the source computer. After a restart, the agent contacts the Monitoring Center to receive a unique Identifier. It is imperative that the agent is not able to secure a unique Identifier before you create the disk image. Customer Center version 5.25 23

Chapter 3: Installing and Managing the Agent on Mac Devices 6. Do one of the following: If you installed Mac agent version 948, use the DDSInfo agent management utility to verify that the Identifier ends in 0000 (indicates that the agent is not activated). If you installed Mac agent version 938, use the Agent Management utility (CTMWeb) to verify that the password is set correctly (default password is password) and the Identifier ends in 0000 (indicates that the agent is not activated). For more information, see "Starting the Agent Management Utility" on page 26. 7. Use the disk imaging software of your choice to create a hard disk image of the source computer. NOTE The process of creating a disk image varies depending on your software. For more information on creating a disk image, refer to the user guide for your disk imaging software. 8. Test the new disk image as follows: a) Deploy the disk image to a target device. b) Connect the target device to the Internet, if it is disconnected. c) Restart the target device to initiate an agent call. d) Verify that the target device s agent has received a unique Identifier as instructed in the task, "Verifying the Installation" on page 20. Managing the Agent The agent installation package includes the Agent Management utility, which you can use to manage a device's agent. If you are deploying the agent to multiple devices, you can use the Agent Management utility to verify the state of the agent in an image before deploying the image to devices in your network. For more information, see "Installing the Agent on Multiple Devices Using Disk Imaging" on page 22. The steps for installing and using the Agent Management utility vary depending on the version of the Mac agent you installed. This section includes the following sections: Managing Mac Agent Version 948 Managing Mac Agent Version 938 Managing Mac Agent Version 948 After you have installed the agent, you can use the Agent Management utility to perform the following administrative tasks: Starting the Agent Management Utility Viewing Agent Call Details Forcing a Call to the Monitoring Center Starting the Agent Management Utility To start the DDSInfo agent management utility: 1. Ensure that the device is connected to the Internet. 2. Browse to the folder that contains the agent installation package. 3. Double-click the ddsinfo.tar file and extract it. Customer Center version 5.25 24

Chapter 3: Installing and Managing the Agent on Mac Devices 4. Double-click the DDSInfo file. 5. In the Password field, enter the Administrator password for the Mac device and click OK. The DDSInfo agent management utility opens. Viewing Agent Call Details To view the agent's status and details about its calls: 1. Start the DDSInfo agent management utility. See "Starting the Agent Management Utility" on page 24. 2. Review the following fields: Agent Version the version number of the agent installed on the device Agent Mode the state of the installed agent, showing the following possible values: Active the agent is installed and running Inactive the agent is installed but it is not running Not installed the agent is not installed on the device ESN the unique Electronic Serial Number assigned to the installed agent Last IP Call Time the date and time of the last successful agent call from the device to the Monitoring Center Next IP Call Time the date and time of the next scheduled call from the agent on the device to the Monitoring Center Forcing a Call to the Monitoring Center This section includes the following topics: Forcing a Call Using the Agent Management Utility Forcing a Call From the Command Line Forcing a Call Using the Agent Management Utility To use the DDSInfo agent management utility to force a call to the Monitoring Center, perform the following steps: 1. Ensure the device is connected to the Internet. 2. Open the DDSInfo agent management utility. See "Starting the Agent Management Utility" on page 24. 3. Click Test Call. 4. In the Password field, enter the Administrator password for the Mac device and click OK. The agent attempts to contact the Monitoring Center. The Call Status field shows progress information and the screen refreshes the status automatically. Possible statuses are: Passive the agent is waiting to make the next scheduled call to the Monitoring Center Calling the agent is in the process of calling the Monitoring Center Call succeeded the agent call to the Monitoring Center was successful Call timed out the agent call to the Monitoring Center was not successful because the connection timed out Customer Center version 5.25 25

Chapter 3: Installing and Managing the Agent on Mac Devices Call failed the agent call to the Monitoring Center failed If the call timed out or failed, check that the device is connected to the Internet. If it is, attempt the test call again. If your next call still fails, contact Absolute Global Support. Forcing a Call From the Command Line To use the command line to force a call to the Monitoring Center, perform the following steps : 1. On the Mac device open the Terminal application. 2. At the shell prompt, type the following command and press Return: ps -ax grep -i rpc 3. Find the process ID associated with '/Library/.rpcnet/rpc.net' -d This is the agent call process. The presence of this process confirms that the agent was installed successfully. 4. To stop the agent call process: a) At the shell prompt type: sudo kill -s USR2 <PID> where <PID> is the process ID found in step 3. b) Press Return. c) At the Password prompt type the password you used to log in to the device. The process is stopped. The process is then automatically restarted, forcing an agent call. Managing Mac Agent Version 938 After you have installed the agent, you can use the Agent Management utility to perform the following administrative tasks: Starting the Agent Management Utility Viewing Agent Call Details Forcing a Call to the Monitoring Center Configuring IP Proxy Settings Starting the Agent Management Utility The agent installation package includes two files: ctmweb and ctmweb.xsl. Installing the agent does not create another copy on the device. IMPORTANT The Agent Management utility includes functionality to remove the agent from Mac devices. Absolute recommends that you remove the installation files from the local device after you complete the management tasks. To start the Agent Management utility: 1. Extract the ctm.tar file from the CTClientxx-yy.zip archive. 2. In the ctm folder, double-click the ctmweb file. 3. Click Manage. Customer Center version 5.25 26

Chapter 3: Installing and Managing the Agent on Mac Devices 4. In the Please enter your password field, type password, which is the default password for the utility, and then click Next. Viewing Agent Call Details The Agent Status page of the Agent Management utility provides the following information: CTMWeb Build # version number of the Agent Management utility (CTMWeb application). Agent Build # version number of the agent installed on the device. Agent Mode state of the installed agent, showing the following possible values: Active the agent is installed and active. Call Support a problem exists with the agent. See "Contacting Global Support" on page 7. Identifier unique Electronic Serial Number assigned to the installed agent. Last IP Call Date/Time date and time of the last successful agent call using Internet Protocol from the device to the Monitoring Center. Next IP Call Date/Time date and time of the next scheduled call using Internet Protocol from the agent on the device to the Monitoring Center. Last Modem Call Date/Time disregard this field. Its use has been deprecated. Next Modem Call Date/Time disregard this field. Its use has been deprecated. Forcing a Call to the Monitoring Center This section includes the following topics: Forcing a Call Using the Agent Management Utility Forcing a Call From the Command Line Forcing a Call Using the Agent Management Utility To request that the agent contacts the Monitoring Center immediately, you can use the Test Call page on the Agent Management utility. To force a call: 1. Ensure the device is connected to the Internet. 2. Open the Agent Management utility. See "Starting the Agent Management Utility" on page 26. 3. Click the Test Call tab. 4. Click Start to force the call. The agent attempts to contact the Monitoring Center. The Call status field shows progress information and the screen refreshes the status automatically. If the call was successful, the Call status field shows Passive (Last call successful). If the call failed, the Call status field shows Passive (Last call failed). Check that the device is connected to the Internet. If so, attempt the test call again. If your next call still fails, contact Absolute Global Support. 5. To verify the success of a test call, click the Status tab and review the following fields on the Status page: Last IP Call Date/Time shows the current date and time Customer Center version 5.25 27

Chapter 3: Installing and Managing the Agent on Mac Devices Next IP Call Date/Time shows updated values Forcing a Call From the Command Line To request that the agent contacts the Monitoring Center immediately, perform the following steps: 1. On the Mac device open the Terminal application. 2. At the shell prompt, type the following command and press Return: ps -ax grep -i rpc 3. Find the process ID associated with '/Library/.rpcnet/rpc.net' -d This is the agent call process. The presence of this process confirms that the agent was installed successfully. 4. To stop the agent call process: a) At the shell prompt type: sudo kill -s USR2 <PID> where <PID> is the process ID found in step 3. b) Press Return. c) At the Password prompt type the password you used to log in to the device. The process is stopped. The process is then automatically restarted, forcing an agent call. Configuring IP Proxy Settings The agent can access the Internet using a proxy server to contact the Monitoring Center. To set the account used to access a proxy server: 1. Open the Agent Management utility. See "Starting the Agent Management Utility" on page 26. 2. Click the Options tab. 3. In the Name field, type the user name the agent needs to access the Internet using a proxy server. 4. In the Password field, type the password for the agent to access the Internet using a proxy server. 5. To save your changes, at the bottom of the page click Apply. 6. To confirm that the agent is functioning correctly using the new settings, make a test call to the Monitoring Center. See "Forcing a Call to the Monitoring Center" on page 27. Changing the Default Password You can change the Mac agent password, which is used to access the Agent Management utility on the local computer. To change the default password: 1. Open the Agent Management utility. See "Starting the Agent Management Utility" on page 26. 2. Click the Options tab. Customer Center version 5.25 28

Chapter 3: Installing and Managing the Agent on Mac Devices 3. In the New Password and the Confirm Password fields, enter the new password. 4. Click Apply. Upgrading the Agent on Mac Devices If your account is configured to allow automatic agent upgrades, your managed Mac devices are automatically upgraded as new agents become available. After a new agent is released, your Mac devices are automatically upgraded on the next agent call. NOTE If you have any Mac devices that are running OS X 10.5, their agents are not upgraded when a new agent for Mac is released. These devices must use agent version 938. If your account is not configured to allow automatic agent upgrades, as per an alternate Service Agreement, contact Global Support to request an upgrade to the latest version of the agent for Mac. Removing the Agent from Mac Devices You may want to remove the agent from a device for various reasons, such as retirement, disposal, or end of lease. You can use the Agent Removal Request feature in Customer Center to remove the agent from one or more devices. For more information, see Chapter 3 of the Customer Center User Guide. Customer Center version 5.25 29

Chapter 4: Installing and Managing the Mobile Agent on Android Devices Chapter 4: Installing and Managing the Mobile Agent on Android Devices This chapter provides instructions for installing and managing the Computrace Mobile agent on devices that run on the Android operating system. Device Compatibility The Computrace Mobile agent supports all makes and models of devices running Android OS version 2.3 or higher. Downloading and Installing Computrace Mobile for Android The instructions in this section apply to installing the agent on individual Android devices, which requires hands-on contact with each target device. This section outlines the steps involved in the following scenarios: Before You Begin Downloading Computrace Mobile Installer for Android Devices Installing Computrace Mobile for Android Devices Before You Begin Computrace Mobile for Android is not available from the Android Market. You need to download it directly to the device before you can install it. By default, Android devices do not allow installation of non-market applications. Therefore, you need to change the settings on your device before installing Computrace Mobile for Android. To allow for the installation of non-market applications on your Android devices, do the following: 1. Log in to the mobile device. If the device supports multiple users, ensure that you are logged in as the Owner (primary user). 2. Configure the device to allow installation of a non-market application: a) Open the Settings menu of your device. b) Do one of the following: If the device is running Android OS 2.3, tap Applications. If the device is running Android OS 4.0 or higher, tap Security. c) Select the Unknown sources checkbox. d) If a warning message opens, tap OK. Downloading Computrace Mobile Installer for Android Devices The Computrace Mobile for Android Installer, which is distributed as the CTMobile.apk file, contains the following components depending on the version of the package you downloaded: CTMobile Sentinel (Only on selected devices) the Computrace Mobile Sentinel application, which ensures that the Computrace Mobile agent is running at all times. Customer Center version 5.25 30

Chapter 4: Installing and Managing the Mobile Agent on Android Devices CTMobile Agent (Mandatory) the Computrace Mobile agent CTMobile Dashboard (Optional) the Computrace Mobile Dashboard application, which lets you perform functions, such as: viewing the status of the agent and error logs forcing a test call To download the Computrace Mobile Installer: 1. Using your computer, log in to Customer Center with Administrator credentials. The Home page opens. 2. Click the Download Packages link at the bottom of the Home page. 3. On the Download Packages page, click the Android link in the Agent Type column of the Agent table and download the file. NOTE Depending on your browser, you may need to confirm the download by clicking the information bar and clicking the Android link again. 4. Navigate to the.htm file that you downloaded in the previous step and open it. 5. Choose one of the following options to send the download link: To install Computrace Mobile for Android without the Computrace Mobile Dashboard: i) In the Agent Only field, click Send URL by Email, which opens a new e-mail message using your default e-mail program. ii) Enter the appropriate e-mail address and send the message. To install Computrace Mobile for Android and the Computrace Mobile Dashboard: i) In the Agent with Dashboard field, click Send URL by Email, which opens a new e- mail message using your default e-mail program. ii) Enter the appropriate e-mail address and send the message. NOTE If you do not want to distribute the download links that contain the product key information, you can send the link using one of the Send URL by Email links in the Alternative method section. Using the Alternative method includes the Install Key and the Pass Phrase in the body of a new e-mail. 6. Log in to the mobile device. If the device supports multiple users, ensure that you are logged in as the Owner (primary user). 7. Open the e-mail that you sent to the device in step 5. 8. Tap the link provided in the e-mail, which automatically starts the download process. When the download is complete, you see the package listed on the Downloads page of the browser. NOTE If the download does not start automatically, tap the link at the bottom of the page to force the download. You are now ready to install Computrace Mobile for Android on your device. Customer Center version 5.25 31

Chapter 4: Installing and Managing the Mobile Agent on Android Devices Installing Computrace Mobile for Android Devices To install Computrace Mobile for Android on your devices, follow these steps: 1. Log in to the mobile device. If the device supports multiple users, ensure that you are logged in as the Owner (primary user). 2. Tap CTMobile.apk to start installing the CTMobile Installer application. 3. When prompted, tap Install. When the installation is complete, a confirmation page opens. 4. Tap Open to open the Computrace Mobile Installer. A list of actions that the Installer performs to complete the installation is shown, as follows: Install CTMobile Sentinel (on selected devices only) Install CTMobile Agent Install CTMobile Dashboard (if your Computrace Mobile Installer includes the Computrace Mobile Dashboard) Uninstall CTMobile Installer 5. Tap Install Applications to start the installation process. NOTE Depending on the device, the installation components may install automatically without any further actions on your part. In this case, proceed to step 12. 6. Tap Install to start installing the Sentinel application. When the installation is complete, a confirmation dialog opens. 7. Tap Done to open a screen that prompts you to install the Computrace Mobile agent. 8. Tap Install to start installing the Computrace Mobile agent. When the installation is complete a confirmation dialog opens. 9. Tap Done. A dialog opens prompting you to activate the device administrator and the security policies. 10. Tap Activate. 11. If your installer includes the Computrace Mobile Dashboard, tap Install to install it now. 12. On the confirmation page, tap Done. 13. A confirmation dialog opens indicating that the installation process is complete and you can now uninstall the Computrace Mobile Installer. Tap OK to open the page that lets you uninstall the Computrace Mobile Installer. 14. When you are prompted to uninstall the Computrace Mobile Installer, tap OK. Another confirmation page opens when the uninstall process is complete. 15. Tap OK to close the page. The applications are now installed on your device. If you installed the Computrace Mobile Dashboard application, the Dashboard icon shows on the Launcher pane of your device. For more information, see "Using the Computrace Mobile Dashboard" on page 33. Customer Center version 5.25 32

Chapter 4: Installing and Managing the Mobile Agent on Android Devices IMPORTANT If the version of the Computrace Mobile Installer you downloaded does not include the Computrace Mobile Dashboard, you do not see an icon for Computrace Mobile Dashboard. If you want to install the Computrace Mobile Dashboard on your device, you need to download the appropriate version of the Computrace Mobile for Android Installer and follow the installation process again. Using the Computrace Mobile Dashboard IMPORTANT To use the Computrace Mobile Dashboard application, it must be included in the version of the Computrace Mobile for Android Installer you used earlier. The Computrace Mobile Dashboard application lets you perform the following tasks: Setting Your Password on First Use Changing Your Password Viewing Agent Status Information Viewing the Agent Log Forcing a Test Call to the Monitoring Center Sending Diagnostic Information to Absolute Global Support Setting Your Password on First Use The first time you start the Computrace Mobile Dashboard, you are prompted to choose a password. The password must be at least eight characters in length. To set your password: 1. On the Launcher pane, tap the Computrace Mobile Dashboard icon. 2. In the Choose a new password field, enter a new password that is at least eight characters in length. 3. In the Confirm new password field, enter the password you entered in step 2. 4. Tap Set Password to save the new password and open the Agent Status page. Changing Your Password You can change your password for the Computrace Mobile Dashboard any time you want. To change your password: 1. On the Launcher pane, tap the Computrace Mobile Dashboard icon. 2. When prompted, enter your password and tap OK to open the Agent Status page. 3. By default, you first see the Agent Status page. Tap the Menu button and then tap Change Password. 4. When prompted, do the following: a) Enter the existing password. b) Enter the new password. c) Confirm the new password in the appropriate fields. Customer Center version 5.25 33

Chapter 4: Installing and Managing the Mobile Agent on Android Devices 5. Tap Update Password to save the new password. Viewing Agent Status Information To view agent status information: 1. On the Launcher pane, tap the CTMobile Dashboard icon. 2. When prompted, enter your password and tap Login to open the Agent Status page. 3. The Agent Status tab provides the following information about the agent: Agent Status the status of the Computrace Mobile for Android agent installed on the device. Possible values are: Idle the agent is idle, awaiting the next scheduled call. Not Set the agent is not currently running. Activating the agent is activating itself with the Monitoring Center, which happens during the initial agent call to the Monitoring Center. Initiating Session the agent is initiating a call to the Monitoring Center. This status shows at the start of every call. In Call the agent is currently calling in. Getting Commands the agent is receiving the list of commands to process one of the Data and Device Security features. You may see many different instances of the status because there is one for each feature that is processed. Processing Command the agent is processing a command within a feature; for example, processing a Data Delete command to delete files and folders on the device. Ending Session the agent is terminating the current call to the Monitoring Center. Set for Removal the agent is flagged for removal. Identifier the unique identifying number for this device. Next Call Time the date and time of the next scheduled call from the Computrace Mobile for Android agent on this device. Last Call Time the date and time of the last call from the Computrace Mobile for Android agent on this device. Last Call Status the status of the last call to the Monitoring Center, which includes the following possible values: Completed Successfully the last call made to the Monitoring Center completed successfully. Activation Error an error occurred when the agent was activating itself with the Monitoring Center. Authentication Error an error occurred when the agent was in the Initiating Session state during the last call. Session Expired or Invalid the agent is starting a call to the Monitoring Center while another call is still active. Service Error a general communication failure occurred, which is not covered by another failure. Call Failed a general failure occurred, which is not covered by another communication failure. Customer Center version 5.25 34

Chapter 4: Installing and Managing the Mobile Agent on Android Devices Agent Version the version number of the agent that is installed on the device. Monitoring Center a server with which the agent makes a secure connection to send device authentication and inventory data. Location Tracking an indicator of whether Geolocation tracking is enabled, and the number of location samples collected since the last agent call. Viewing the Agent Log The Agent Log tab on the Computrace Mobile Dashboard provides a list of errors, if any, that the Computrace Mobile agent encountered during the last call to the Monitoring Center. If the Geolocation tracking feature reports any errors outside of an agent call, these errors are also available in the Agent Log. To view the Agent Log: 1. On the Launcher pane, tap the CTMobile Dashboard icon. 2. When prompted, enter your password and tap OK to open the Agent Status page. 3. Tap the Agent Log tab to open the Agent Log page. 4. If you want to view updated agent call information, tap Menu, and then Refresh to refresh the Agent Log page and view the updated information. Forcing a Test Call to the Monitoring Center To force a test call: 1. On the Launcher pane, tap the CTMobile Dashboard icon. 2. When prompted, enter your password and tap OK to open the agent Status page. 3. Tap Call In. If your Android device is connected to the Internet using Wi-Fi or a data connection, the device calls the Monitoring Center. Sending Diagnostic Information to Absolute Global Support If you experience problems with the Computrace Mobile for Android, you can use the Computrace Mobile Dashboard to send Absolute Global Support the agent log that contains detailed diagnostic information about these problems. To send diagnostic information: 1. On the Launcher pane, tap the CTMobile Dashboard icon. 2. When prompted, enter your password and tap OK to open the Agent Status page. 3. Tap the agent Log tab to open the Agent Log page. 4. Tap the Menu button on your device to show additional buttons on the Agent Log page. 5. Tap Send Log. Customer Center version 5.25 35

Chapter 4: Installing and Managing the Mobile Agent on Android Devices Depending on how many mailboxes you have set up on your device, one of the following happens: If you have set up only one mailbox on your device, the e-mail app opens with the Compose e-mail window active. If you have set up more than one e-mail account on your device, the Choose e-mail application dialog opens. Tap the appropriate application name to select the e-mail application that you want to use to send the e-mail message. We recommend that you use Gmail. The Compose e-mail window opens for you to enter an e-mail message and send it. 6. The default e-mail address of symtest@absolute.com is where the agent log is sent. a) To change this default e-mail address, enter the new e-mail address in the To field. b) To add another e-mail address to the default e-mail address, enter the e-mail address separated by a comma in the To field. 7. Tap Send. The e-mail is sent to the addresses specified in the To field as indicated in the previous step. Upgrading the Mobile Agent on Android Devices If your account is configured to allow automatic agent upgrades, your managed Android devices are automatically upgraded as new mobile agents become available. After a new mobile agent is released, your Android devices are automatically upgraded on the next agent call. If your account is not configured to allow automatic agent upgrades, as per an alternate Service Agreement, contact Global Support to request an upgrade to the latest version of the Computrace Mobile for Android agent. Removing the Agent from Android Devices You may want to remove the Computrace Mobile for Android agent from a device for various reasons, such as retirement, disposal, or end of lease. You can use the Agent Removal Request feature in Customer Center to remove the agent from one or more devices. For more information, see Chapter 3 of the Customer Center User Guide. Customer Center version 5.25 36

Chapter 5: Installing and Managing the Mobile Agent on Windows Mobile Devices Chapter 5: Installing and Managing the Mobile Agent on Windows Mobile Devices This chapter provides instructions for installing and managing the Computrace Mobile agent on your Windows Mobile devices. Device Compatibility The Computrace Mobile agent is compatible with all makes and models of Smartphone and Pocket PC devices that support the Windows Mobile 5.0, 6.0, 6.1, 6.2, and 6.5 operating systems. NOTE If your device runs the Windows Mobile 5.0 operating system, you must install the.net Compact Framework 2.0 SP2 Runtime, which is available from Microsoft at: www.microsoft.com/en-us/download/details.aspx?id=17981 Downloading the Installation Package The Computrace Mobile agent installation package is available from the Download Packages page in Customer Center. The filename of the installation package is CTWindowsMobile.zip, which contains the following.cab files. ComputraceMobile_WM_2_0.cab contains the agent and Dashboard for Windows Mobile Smartphones ComputraceMobile_Settings.cab contains the configuration file common to all Windows Mobile devices To download the installation package: 1. Using your computer, log in to Customer Center as an Administrator. The Home page opens. 2. Click the Download Packages link. 3. On the Download Packages page, under the Agent Type column, click the most recent Agent Version of Windows Mobile. 4. Save the installation package (.zip file) to your local computer. 5. Browse to the location where you saved the installation package and double-click it to extract the two.cab files. Installing the Mobile Agent After you have downloaded the installation package, you can install the Computrace Mobile agent on your Windows Mobile devices. To install the Computrace Mobile agent: 1. Copy the ComputraceMobile_Settings.cab file and the ComputraceMobile_WM_2_0.cab file to your Windows Mobile device in one of the following ways: Customer Center version 5.25 37

Chapter 5: Installing and Managing the Mobile Agent on Windows Mobile Devices cradling the device and copying the.cab files sending the files to the phone using an e-mail message 2. Navigate to the location of the two.cab files on your Windows Mobile device. 3. Double-click the ComputraceMobile_Settings.cab file. The configuration settings specific to your account are installed on the device. When the installation is complete, you see a confirmation message. 4. Double-click the ComputraceMobile_WM_2_0.cab file. The agent and the Control Panel applet are installed on the device. When the installation is complete, you see a confirmation message. Verifying the Computrace Mobile Agent Installed Successfully To verify that the Computrace Mobile agent was installed successfully: 1. On your Windows Mobile device, tap the CTDashboard icon. 2. When prompted, enter your password. 3. Tap Submit to open the Status page. 4. On the Status page, ensure that the following fields have the correct values: Last Call shows the current date and time. Next Call shows the updated date and time. Managing the Mobile Agent After the Computrace Mobile agent is installed, you can use the Dashboard application to perform the following tasks: Setting Your Password Viewing the Agent Details Forcing a Test Call to the Monitoring Center Upgrading the Agent on Windows Mobile Devices Removing the Agent from Windows Mobile Devices NOTE The installer adds the CT Dashboard link to the Start menu. On Windows Mobile 6.5 devices, the CT Dashboard link shows at the bottom of your TouchFlo interface. Setting Your Password The first time you run the Dashboard application, you are prompted to choose a password, which must be at least six characters in length. To change your password: 1. Tap the Options menu and select Change Password. 2. In the Password and Confirm Password fields, enter your new password. 3. Tap Submit. Customer Center version 5.25 38

Chapter 5: Installing and Managing the Mobile Agent on Windows Mobile Devices Viewing the Agent Details To view information about the agent: 1. Tap the Computrace Agent icon. 2. When prompted, enter your password. 3. Tap Login to open the Status page. The Status page shows the following information: Agent Version Version number of the installed agent. Identifier Unique identifier for the device, which is also known as the Electronic Serial Number (ESN). Next Call Date and time of the next scheduled call from the device. Last Call Date and time of the last agent call from the device. Call Status agent state; for example, Idle, In Call, or Performing Up-to-date check. Last Call Status Status of the last call; for example, None, Completed Successfully. Forcing a Test Call to the Monitoring Center To force a test call, do one of the following: Tap the Make Test Call link. From the menu, tap Make Test call. The Windows Mobile device calls the Monitoring Center. To verify the success of a test call, on the Status page, ensure that the following fields have the correct values: Last Call shows the current date and time. Next Call shows the updated date and time. Upgrading the Agent on Windows Mobile Devices If your account is configured to allow automatic agent upgrades, your managed Windows Mobile devices are automatically upgraded as new mobile agents become available. After a new mobile agent is released, your Windows Mobile devices are automatically upgraded on the next agent call. If your account is not configured to allow automatic agent upgrades, as per an alternate Service Agreement, contact Global Support to request an upgrade to the latest version of the Computrace Mobile agent for Windows Mobile. Removing the Agent from Windows Mobile Devices You may want to remove the mobile agent from a device for various reasons, such as retirement, disposal, or end of lease. You can use the Agent Removal Request feature in Customer Center to remove the agent from one or more devices. For more information, see Chapter 3 of the Customer Center User Guide. Customer Center version 5.25 39

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices This chapter provides instructions for installing and managing the Computrace Mobile agent on BlackBerry Smartphone devices. You can deploy the Computrace Mobile agent to BlackBerry devices in the following ways: To individual devices using BlackBerry Desktop Software and a USB cable, which is described in "Installing the Mobile Agent on a BlackBerry Device" on page 41. To multiple devices using application policies that are set on a BlackBerry Enterprise Server, which is described in "Installing the Mobile Agent on Multiple BlackBerry Devices" on page 43. Device Compatibility The Computrace Mobile agent supports devices running the BlackBerry operating system, version 4.5. Mobile Agent Bundle for BlackBerry Devices The Mobile Agent Bundle for BlackBerry devices contains the components required to install the Computrace Mobile agent to individual or multiple BlackBerry devices. The Mobile Agent Bundle for BlackBerry devices is available as a.zip archive from the Download Packages page in Customer Center. The Mobile Agent Bundle for BlackBerry devices does not include the mobile agent. The Launcher downloads and updates the mobile agent as needed. Devices always receive the latest agent version. BlackBerry Enterprise Servers can use a policy to enforce a Launcher installation. Mobile Agent Applications The Mobile Agent Bundle for BlackBerry devices contains the following components that are used by the Computrace Mobile agent: The release notes in the rlsnotes.txt file. A Launcher folder, which downloads and updates the Computrace Mobile agent as needed. The agent silently collects data to identify and locate the device, and contacts the Absolute Monitoring Center daily using TCP/IP. The Launcher folder contains the following files: com_absolute_apputils_1_2.cod com_absolute_esn.cod com_absolute_launcher_1_2.cod com_absolute_ws_1_2.cod Computrace_Mobile_Launcher_for_BlackBerry_v1.2.alx A Launcher_and_Dashboard folder, which contains both the Launcher files and the Dashboard files. The Dashboard is an optional application that shows the agent status and lets you place a test call to the Monitoring Center. The agent can function without the Dashboard. Customer Center version 5.25 40

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices The Launcher_and_Dashboard folder contains the following files: com_absolute_apputils_1_2.cod com_absolute_dashboard_1_2.cod com_absolute_esn.cod com_absolute_launcher_1_2.cod com_absolute_ws_1_2.cod Computrace_Mobile_Launcher_and_Dashboard_for_ BlackBerry_v1.2.alx Downloading the Mobile Agent Bundle The Mobile Agent Bundle installer is available on the Download Packages page in Customer Center. The installation package is in a.zip archive that contains the files described in "Mobile Agent Applications" on page 40. To download the installation package: 1. Log in to Customer Center as an Administrator. 2. On the Home page, click the Download Packages link. 3. On the Download Packages page, click the BlackBerry link in the Agent Type column of the Agent table. 4. Save the.zip archive to a local folder on your hard drive. 5. Double-click the.zip file and extract all files from the.zip archive to a local folder, or to a network drive, or to removable media, such as a USB device. Installing the Mobile Agent on a BlackBerry Device This section describes the method used to install the Computrace Mobile agent on individual BlackBerry devices. Before You Begin Before you start the installation, ensure that you have the following items: Mobile Agent Bundle for BlackBerry devices BlackBerry Desktop software Supported BlackBerry device USB cable Using the BlackBerry Desktop Software To install the Computrace Mobile agent using BlackBerry Desktop Software: 1. Download and install the latest version of the BlackBerry Desktop Software using the following BlackBerry web site: http://us.blackberry.com/apps-software/desktop/. 2. Connect your BlackBerry device to your computer using a USB cable. Customer Center version 5.25 41

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices 3. When the device connects successfully, the BlackBerry Desktop Software Home page opens to show a snapshot of the handset, including some or all of the following details: Model name Personal Identification Number (PIN) Phone number Device software version Last sync (date and time) Last backup (date and time) IMPORTANT If Start BlackBerry Desktop Software when a device is connected is not selected in Desktop Options, the BlackBerry Desktop Software does not open automatically. To open the software, click the BlackBerry Desktop Software shortcut after the device is connected to the computer. 4. On the navigation pane, click Applications to open the Applications table where you see the available applications you can install on your device. 5. Click Import files to open the Import Application Loader Files dialog. 6. Do one of the following: To install the Launcher only, select the following file, which you extracted in "Downloading the Mobile Agent Bundle" on page 41: Computrace_Mobile_Launcher_for_BlackBerry_v1.2.alx To install the Launcher and the Dashboard, select the following file, which you extracted in "Downloading the Mobile Agent Bundle" on page 41: Computrace_Mobile_Launcher_and_Dashboard_for_ BlackBerry_v1.2.alx 7. On the Application table, select one of the following applications depending on what file you selected in the previous step: Computrace Mobile Launcher Computrace Mobile Launcher and Dashboard 8. In the Action column of the Application table, click. The Application Summary shows Install for your selection in the Pending Install column. 9. At the bottom of the page, click Apply. The BlackBerry Desktop Software download starts. When the download is complete, the Computrace Mobile agent is installed to the BlackBerry device. 10. After the installation is complete, restart the device. Customer Center version 5.25 42

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices IMPORTANT When Absolute publishes the Computrace Mobile agent updates, or when the agent on your BlackBerry device is upgraded, you may see a ControlledAccessException: Interprocess Communication message, which is followed by a prompt to restart. This message is normal for the agent upgrade process and may also happen when Absolute publishes Computrace Mobile agent updates. Installing the Mobile Agent on Multiple BlackBerry Devices To install the Computrace Mobile agent on multiple BlackBerry devices, you need to use the BlackBerry Enterprise Server. About the BlackBerry Enterprise Server According to the BlackBerry website (http://docs.blackberry.com/en/admin/deliverables/46174/blackberry_enterprise_server_express- Update_Guide-1342192307224-5.0.4-en.pdf), the BlackBerry Enterprise Server is described as follows: The BlackBerry Enterprise Server is designed to be a secure, centralized link between an organization's wireless network, communications software, applications, and BlackBerry devices. The BlackBerry Enterprise Server integrates with your organization's existing infrastructure, which can include messaging and collaboration software, calendar and contact information, wireless Internet and Intranet access, and custom applications, to provide device users with mobile access to your organization's resources. For general information about deploying applications with BlackBerry Enterprise Server, see the Preparing to distribute BlackBerry Java Applications topic in the BlackBerry Enterprise Service Help available at: http://docs.blackberry.com/en/admin/deliverables/67286/579016.html. Before You Begin Before beginning the installation, you need: Mobile Agent Bundle for BlackBerry devices BlackBerry Enterprise Server v5.0.1 or later implementation supported BlackBerry devices registered on your BlackBerry Enterprise Server Using the BlackBerry Enterprise Server To install the Computrace Mobile agent using BlackBerry Enterprise Server: 1. To install the specific application for your organization, do one of the following: To install the Launcher only: i) Select all files from the Launcher folder, which you extracted in "Downloading the Mobile Agent Bundle" on page 41. ii) Right-click the selected files, and then select Send to > Compressed (zipped) Folder. The newly created.zip archive is available in the Launcher folder and is required to deploy the Mobile agent using the BlackBerry Enterprise Server. Customer Center version 5.25 43

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices NOTE If necessary, rename the automatically generated.zip archive to Computrace_ Mobile_Launcher_vX.x.zip for easier retrieval during BlackBerry Enterprise Server deployment. To install the Launcher and the Dashboard: i) Select all files from the Launcher_and_Dashboard folder, which you extracted in "Downloading the Mobile Agent Bundle" on page 41. ii) Right-click the selected files, and then select Send to > Compressed (zipped) Folder. The newly created.zip archive is available in the Launcher subfolder and is required to deploy the mobile agent using the BlackBerry Enterprise Server. NOTE If necessary, rename the automatically generated.zip archive to Computrace_ Mobile_Launcher_and_Dashboard_ vx.x.zip for easier retrieval during BlackBerry Enterprise Server deployment. 2. Log in to the BlackBerry Enterprise Server s BlackBerry Administration Service (sometimes referred to as the BlackBerry Enterprise Server administration console). 3. On the BlackBerry solution management menu, click Software > Applications > Add or update applications. The Add or update applications page opens. 4. Click Browse to open the File Open dialog. 5. Browse to the folder on your local hard drive that contains the.zip archive you made in step 1 and click the archive. The Server file path and file field now shows the file path and location of the.zip file. 6. Click the Next link to add the selected application to the BlackBerry Enterprise Server. The Add or update applications page refreshes to show the details about the added application. 7. Click the Publish application link to publish the selected application to the BlackBerry Enterprise Server. The Add or update applications page refreshes to show a confirmation message that selected applications were published successfully. A table provides details about the published applications. 8. In the Application name column, click the preferred application name link to open the Manage applications page. NOTE You can also access the Manage applications page from the navigation pane: click Software > Applications > Manage applications. 9. In the Application versions table, click the appropriate version number link to show more details about the preferred version of the application. 10. Click the Application control policies tab. 11. Click the Edit application link to refresh the Manage applications page to show the two additional options. 12. In the Settings box, select the Use custom application control policies option. Customer Center version 5.25 44

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices The page refreshes to show a table with a setting for each item in the application control policy. Make the permission settings indicated in the following table. Permission Settings for the Application Control Policy Item name Is access to the interprocess communication API allowed Are internal network connections allowed Are external network connections allowed Is access to the phone API allowed Is access to the email API allowed Is access to the PIM API allowed Is access to the handheld key store allowed Is access to the GPS API allowed Is access to the file API allowed Is access to the module management API allowed Is access to the WiFi API allowed List of internal domains List of external domains Set permission to: Allowed Allowed Allowed Allowed Allowed Allowed Allowed Allowed Allowed Allowed Allowed absolute.com absolute.com NOTE All other items can retain the default settings. If you are in doubt, set the access permissions for all items to Allowed. 13. Return to the top of the page and type appropriate values in the Required application control policy name and Description text fields. 14. Click to add the Custom application control policy to the list of policies available in the BlackBerry Enterprise Server. The policies table refreshes with a list of all custom policies that are available in the BlackBerry Enterprise Server and a blank policy with the default values. NOTE To edit the new custom policy, click to open the policy in editing mode. 15. Scroll to the bottom of the page and click the Save all link. The Manage applications (summary) page opens with a list of items in the new application control policy. 16. On the left navigation pane, click Software > Manage software configurations. The Manage software configurations page opens with a list of all software configurations available in the BlackBerry Enterprise Server. 17. In the list, click the preferred software configuration name where you want to add the Mobile application. The Manage software configurations page refreshes showing detailed information about the software configuration you selected. 18. Click the Applications tab. Customer Center version 5.25 45

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices 19. Click to open the software configuration for editing. The Manage software configurations page refreshes to show the fields you can edit. 20. Scroll down the page to click the Computrace Mobile Launcher and Dashboard checkbox. 21. In the Disposition list, click Required. 22. In the Deployment list, click Wireless. 23. In the Application control policy list, click the name of the custom application control policy that you created in step 13 using the Manage applications page. 24. Click Add to software configuration to add the values to the software configuration. The Manage software configurations page opens with the changes added to the software configuration. 25. Click to refresh the Manage software configurations page and show the Mobile agent application in the Required application name tab. 26. Use the Manage users and Manage groups pages to add the software configuration to a user or a user group. The Mobile agent deploys to the selected users and groups at the next opportunity. For further assistance delivering the Computrace Mobile agent using the BlackBerry Enterprise Server, see Preparing to distribute BlackBerry Java Applications in the BlackBerry Enterprise Server Administration Guide available at: http://docs.blackberry.com/en/admin/deliverables/67286/579016.html. IMPORTANT Performing Data Delete operations on devices activated using the BlackBerry Enterprise Server with Wireless Sync capabilities deletes information on the device and the synchronizing Exchange or Lotus server. Before requesting a Data Delete operation for a BlackBerry device, perform a backup of all relevant and sensitive data on the Exchange or Lotus server. Setting the Application Permissions for Silent Operation You need to set application permissions to let the Computrace Mobile agent operate without prompting the user. Asset Tracking and Data Delete functionality also requires that you set the appropriate permissions for the Web Services module. To set application permissions for the Computrace Mobile agent on BlackBerry devices running OS 4.5: 1. On the BlackBerry device click the Applications icon on the Desktop, and then click Options > Advanced Options > Applications. 2. Depending on your deployment method, do one of the following: Select Computrace Mobile Launcher. Select Computrace Mobile Launcher and Dashboard. 3. Click Menu > Edit Permissions. Set permissions to match those shown in the following table. Customer Center version 5.25 46

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices BlackBerry Application Permissions for the Mobile Agent Item Connections USB Bluetooth Phone Location (GPS) Server Network or Company Network Internet or Carrier Internet Interactions Cross Application Communication or Interprocess Communication Device Settings Media Application Management or Module Management Keystroke Injection Browser Filters Themes or Themes Data Security Timer Reset User Data E-mail/Messaging Organizer Data or PIM Files Security Data Key Store Key Store Medium Security Permissions Custom Allow Allow Allow Allow Prompt Allow Custom Allow Allow Allow Allow Deny Deny Allow Deny Allow Allow Allow Allow Allow Allow Allow 4. Click Back and then click Save. 5. Click Menu > Modules. Customer Center version 5.25 47

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices 6. Select the Web Services module named com_absolute_ws_1_2 and click Menu > Edit Permissions. 7. Ensure that permission for Carrier Internet is set to Allow and Save any changes. Upgrading the Mobile Agent on BlackBerry Devices If your account is configured to allow automatic agent upgrades, your managed BlackBerry devices are automatically upgraded as new mobile agents become available. After a new mobile agent is released, your BlackBerry devices are automatically upgraded on the next agent call. If your account is not configured to allow automatic agent upgrades, as per an alternate Service Agreement, contact Global Support to request an upgrade to the latest version of the Computrace Mobile agent for BlackBerry. Removing the Mobile Agent from BlackBerry Devices Depending on your needs, you can remove the Computrace Mobile agent from BlackBerry devices in the following ways: Using BlackBerry Desktop Software Using BlackBerry Enterprise Server Using BlackBerry Desktop Software To remove the Computrace Mobile agent using the BlackBerry Desktop Software: 1. Connect your BlackBerry device to your computer using a USB cable. 2. Using the BlackBerry Desktop Software, ensure that your device is connected and your Personal Identification Number (PIN) shows on the home page. 3. On the navigation pane, click Applications. 4. On the Application table, select one of the following items depending on the components you installed on your device: Computrace Mobile Launcher Computrace Mobile Launcher and Dashboard 5. On the Application table, in the Action column click to remove the component. The Application Summary shows Remove for your selection in the Pending Action column. 6. At the bottom of the page, click Apply. The BlackBerry Desktop Software starts the removal process. When you see the confirmation message, the Computrace Mobile agent was removed successfully. Using BlackBerry Enterprise Server To remove the Computrace Mobile agent using BlackBerry Enterprise Server: 1. Using the BlackBerry Manager application, click BlackBerry Domain in the Explorer View and click the Software Configurations tab. Customer Center version 5.25 48

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices 2. Right-click in the white space in the pane that shows the list of configurations and click Manage Application Policies. 3. Select the policy for the mobile agent and click Properties. 4. Set the Disposition property to Disallowed and click OK twice. Within four hours, the BlackBerry Enterprise Server removes the Computrace Mobile agent from BlackBerry devices that were activated using the BlackBerry Enterprise Server. Troubleshooting the Mobile Agent To troubleshoot a Computrace Mobile agent installation on a BlackBerry device, follow these general steps in the order they are provided: 1. Verifying that the Most Recent Mobile Agent Installed Successfully 2. Inspecting the Launcher Code Modules 3. Confirming that the Launcher Permissions are Correct 4. Verifying Data Connections 5. Performing a Reset Verifying that the Most Recent Mobile Agent Installed Successfully When you install the Computrace Mobile agent and a data connection is available, the Launcher contacts the Absolute Monitoring Center within 10 minutes to download the latest version of the Mobile agent for your device. To investigate that the most recent version of the Mobile agent was downloaded and installed successfully: 1. On the BlackBerry device, navigate to the list of modules for the Mobile agent. For more information about accessing this list of modules, see "Setting the Application Permissions for Silent Operation" on page 46. 2. In the list of modules, if you see com_absolute_agent_1_1_xxxxx where xxxxx corresponds to the device configuration, then the agent is installed on the device. 3. If the mobile agent is installed on the device, log in to Customer Center and confirm that the device shows in the Activation Report. If the device does not show within 30 minutes, contact Absolute Global Support. If the Mobile agent is not installed, then continue working through this troubleshooting process. Inspecting the Launcher Code Modules To ensure that the Launcher is fully installed, inspect Launcher code modules as follows: 1. On the BlackBerry device, navigate to the list of modules for the Mobile agent. a) Click Modules. b) Select the Web Services module named com_absolute_ws_1_2 and click Menu > Edit Permissions. Customer Center version 5.25 49

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices c) Ensure that permission for Internet or Carrier Internet is set to Allow and Save any changes. 2. Ensure that the following four modules show in the list of modules: com_absolute_launcher_1_2 com_absolute_esn com_absolute_ws_1_2 com_absolute_apputils_1_2 3. If any of these modules are missing from the device, install the mobile agent again using the Mobile Agent Bundle for BlackBerry devices. Refer to one of the following sections depending on the method you used to install the mobile agent: "Installing the Mobile Agent on a BlackBerry Device" on page 41 "Installing the Mobile Agent on Multiple BlackBerry Devices" on page 43 Confirming that the Launcher Permissions are Correct NOTE This section applies only if you used the BlackBerry Desktop Software to install the Computrace Mobile agent. To function correctly, the Computrace Mobile agent needs the permissions that are specified in "Setting the Application Permissions for Silent Operation" on page 46. To confirm that the Launcher permissions are set accurately: 1. On the BlackBerry device, click the Applications icon on the Desktop, and then click Options > Advanced Options > Applications. 2. Depending on the components you installed, do one of the following: Select Computrace Mobile Launcher. Select Computrace Mobile Launcher and Dashboard. 3. Click Menu and click Edit Permissions. Ensure that the permissions match those outlined in "BlackBerry Application Permissions for the Mobile Agent" on page 47. Verifying Data Connections To download the Computrace Mobile agent, the Launcher requires an active data connection using your mobile network operator. NOTE The Launcher uses the data connection that your network operator provides to remain deviceindependent. That is, the Launcher application functions on any supported BlackBerry device regardless of device features. On selected BlackBerry devices, the Mobile agent can contact the Absolute Monitoring Center using a wireless local area network (LAN). If your BlackBerry devices was activated using BlackBerry Desktop Software and it operates on Global System for Mobile Communications (GSM), you need to set the TCP Access Point Name (APN) information. Customer Center version 5.25 50

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices If your BlackBerry device operates on a Code Division Multiple Access (CDMA) network, you do not need to set the TCP APN information to access the Internet. CDMA network operators include Verizon, Sprint, Telus, and Bell. This section describes the following tasks: Verifying TCP APN Settings for BlackBerry Devices Verifying Communications Between BlackBerry Enterprise Server and Absolute Verifying TCP APN Settings for BlackBerry Devices To verify the Transmission Control Protocol (TCP) APN settings for a BlackBerry device: 1. On the BlackBerry device, click the Applications icon on the desktop and click Options > Advanced Options > TCP or Options >Device > Advanced System Settings > TCP IP. 2. Ensure that the settings are correct for the network operator providing the Subscriber Identity Module (SIM) card in the device. See the following table for a list of TCP APN settings for common North American GSM network operators. Access Point Name Settings for North American GSM Network Operators North American GSM Network Operators APN Settings APN Username Password Rogers internet.com wapuser1 wap T-Mobile wap.voicestream.com <leave blank> AT&T: one of these isp.cingular <leave blank> proxy <leave blank> <leave blank> <leave blank> <leave blank> Verifying Communications Between BlackBerry Enterprise Server and Absolute Data traffic from a BlackBerry device is routed through the same BlackBerry Enterprise Server as the one on which the device was activated originally. If the Launcher installs on a BlackBerry device that was activated using the BlackBerry Enterprise Server and the mobile agent does not download, ensure that the BlackBerry Enterprise Server can communicate with the following Internet addresses: https://ctm.server.absolute.com http://ctm.agent.absolute.com To verify that a BlackBerry Enterprise Server can communicate with ctm.server.absolute.com: 1. On the server that hosts the BlackBerry Enterprise Server, click Start. 2. Click Run, type cmd, and click OK. 3. At the prompt on the Command Prompt window, type tracert ctm.server.absolute.com and press Enter. Customer Center version 5.25 51

Chapter 6: Installing and Managing the Mobile Agent on BlackBerry Devices To verify that a BlackBerry Enterprise Server can communicate with ctm.agent.absolute.com: 1. On the server that hosts the BlackBerry Enterprise Server, click Start. 2. Click Run, type cmd, and click OK. 3. At the prompt on the Command Prompt window, type tracert ctm.agent.absolute.com and press Enter. If the trace does not complete, you must configure your network to allow the BlackBerry Enterprise Server to contact https://ctm.server.absolute.com and http://ctm.agent.absolute.com. Performing a Reset To perform a reset on a BlackBerry device: 1. Reset your device following the instructions in the BlackBerry user guide for your particular device. 2. Wait for 10 minutes. If the Launcher does not download the mobile agent, repeat step 1. 3. If the Launcher does not download the mobile agent when you perform a reset on the device, contact Absolute Global Support. See "Contacting Global Support" on page 7. Be prepared to provide the event log on the device. Examining the Event Log for a Device To examine the event log on a BlackBerry device: 1. Turn on the BlackBerry device. 2. Press and hold the Alt key, and then press LGLG to open the event log. 3. Search and make a note of any messages that refer to modules with a name that begins with the text com_absolute. You may need this information when you contact Absolute Global Support. Customer Center version 5.25 52

Appendix A: Computrace Compatibility with McAfee Endpoint Encryption Appendix A: Computrace Compatibility with McAfee Endpoint Encryption Introduction The purpose of this document is to explain the different levels of compatibility and installation guidelines for Absolute s Computrace agent and McAfee Endpoint Encryption software (formerly SafeBoot Encryption). McAfee Endpoint Encryption introduced Self-healing for Encrypted Devices (SHED) in version 5.1.8. The same recommendations for installing McAfee Endpoint Encryption apply when installing SafeBoot Encryption. Firmware Persistence Capable Machines Firmware persistence capable machines are computers in which the Original Equipment Manufacturer (OEM) has integrated the Computrace persistence module directly into the firmware or BIOS of the computer. Installation Order on Firmware-Persistent Machines There are two possible installation sequences: 1. Computrace agent installed first, McAfee Endpoint Encryption installed second. Compatibility: Computrace agent and McAfee Endpoint Encryption can co-exist. The Computrace agent is persistent only when the machine is reformatted, or the hard drive is replaced. The Computrace agent cannot self-heal from the firmware into a drive encrypted with McAfee Endpoint Encryption. 2. McAfee Endpoint Encryption installed first, Computrace agent installed second. Compatibility: Computrace agent and McAfee Endpoint Encryption can co-exist. The Computrace agent is persistent only when the machine is reformatted, or the hard drive is replaced. The Computrace agent cannot self-heal from the firmware into a drive encrypted with McAfee Endpoint Encryption. Recommended Order of Installation The installation order for firmware persistent computers does not matter, with the exception of machines manufactured by DELL. Firmware persistence activation for Dell computers requires that Computrace write to the Master Boot Record (MBR). When encryption is applied to a DELL computer that is not yet BIOS-enabled, Computrace cannot write to the MBR to activate Firmware persistence. Therefore, for BIOS-enabled machines manufactured by DELL, the order of installation must be: 1. Install the Computrace agent. 2. Install McAfee Endpoint Encryption. To activate and install Computrace and McAfee Endpoint Encryption on a DELL Firmware persistent computer: Customer Center version 5.25 53

Appendix A: Computrace Compatibility with McAfee Endpoint Encryption 1. Install Computrace. 2. Force two test calls with CTMWeb.exe. 3. Reboot the machine. 4. Force two test calls with CTMWeb.exe. 5. Check on Customer Center to make sure the BIOS status is enabled. 6. Install McAfee Endpoint Encryption and encrypt hard drive. For a list of DELL BIOS-enabled machines, see www.absolute.com/partners/bios-compatibility. Customer Center version 5.25 54

Glossary Glossary A Absolute Monitoring Center A server with which the agent makes a secure connection to send device authentication and inventory data. The Monitoring Centeris also where devices call for self-healing. activation agent An event where a device contacts a Monitoring Center for the first time (over the Internet) to obtain a unique Identifier. A small software client that resides in the firmware or BIOS of a device. It is either embedded at the factory or manually installed by a user. The agent makes regularly scheduled calls over the Internet to the Monitoring Center and provides identification points on each agent call. The agent also manages the programs that support activities such as Data Delete and Device Freeze. Also see Computrace agent. agent call A secure connection established by an agent to a Monitoring Center. During a call, the hardware profiles are sent to the Monitoring Center and instructions are sent to the device. agent executables Agent executables are used to install the Computrace agent on your managed devices and are unique to your account. Agent Management utility Part of the Absolute agent installation package. Facilitates managing individual agents and verifying an agent s state. Agent Status The operating condition of an agent. Possible values are Active (indicates that the agent has called the Monitoring Center), Inactive (indicates that the agent has not yet called the Monitoring Center), and Disabled (indicates that the agent is either flagged for removal or removed from the device). Agent Version The version number of the agent that contacts the Monitoring Center. C Computrace Technology from Absolute that allows you to track and secure devices and the data they contain. Customer Center version 5.25 55

Glossary Customer Center A web-based user interface which enables corporate customers to centrally manage all assets within the account. D device A piece of electronic communication hardware, such as Windows or Mac computers, on which you can install the agent. Disk imaging Used to copy standard applications onto unconfigured computers. Incorporating the agent installer onto disk images helps to ensure that the agent is fully functional on all managed devices. F Firmware Persistence Most OEMs integrate Computrace persistence within a computer s firmware or BIOS, which is also known as hardware persistence. See Persistence technology. Full-Disk Encryption A software or hardware solution that secures, or encrypts, the entire contents of a physical drive. FDE prevents unauthorized access to data storage. Computrace detects FDE Hardware (selfencrypting drives) and Software encryption programs that are installed on the hard drives of your organization s tracked devices. G group A logical collection of devices based on criteria such as departments or geographical location. You can use the group to filter reports and target specific managed devices for many Customer Center functions. I Identifier A unique Electronic Serial Number (ESN) assigned to the agent installed on a device. M managed device A device on which the Computrace agent is installed. Customer Center version 5.25 56

Glossary P Persistence module The application embedded within the firmware or BIOS of a device. See Persistence technology. Persistence technology Activated during the agent s first call to a Monitoring Center. Checks for the status of the agent and initiates self-healing to restore the agent if it is missing, tampered with, or damaged. R Real Time Technology A feature that lets you track your mobile broadband enabled devices. Additionally, this feature leverages mobile broadband and SMS (test) messaging to increase your data protection speed. S SCCM The Microsoft System Center Configuration Manager (SCCM) is a system management solution that allows organizations to manage installed software, compliance settings, and other services on a large group of servers, desktops, laptops, and mobile devices. Self Healing SMS When agent modules are corrupted or tampered with, or when attempts are made to remove Computrace from a device, the technology rebuilds (self-heals) itself. Short Message Service (cellular phone text messaging). stamped agent Embeds account and order specific information, namely the seed of an equipment serial number (ESN) into the package and also digitally signs the Windows installation package if an X.509.2 code signing certificate was originally entered using the Install wizard. Customer Center version 5.25 57

Index Index Absolute Global Support described 7 sending diagnostic information for Android devices to 35 Active Directory script, deploying the Agent to multiple Windows devices 15 Agent log viewing for Android devices 35 Agent Management utility configuring IP proxy settings for Mac devices 28 Windows devices 17 forcing a call from a Windows device 16 a Windows Mobile device 39 an Android device 35 Mac agent 938 27 Mac agent 948 25 starting from a Windows device 15 verifying installation of Windows devices 13 viewing Agent Status for Windows devices 16 Agent status viewing information for Windows devices 16 Agent Status viewing information for Android devices 34 Agent, described 6 Android devices allowing installation of outside applications 30 changing your password 33 downloading the Installer for mobile Agent and the Dashboard 31 mobile Agent only 31 forcing a test call 35 installing the mobile Agent 32 instructions for downloading the Installer 31 managing the mobile Agent 33 Mobile Agent Installer components Mobile Agent application (mandatory) 31 Mobile Dashboard application (mandatory to manage devices and optional otherwise) 31 Mobile Sentinel application (mandatory) 30 sending diagnostic information to Absolute Global Support 35 setting your password the first time 33 system requirements for device compatibility 30 viewing Agent log 35 Agent Status information 34 Application Control Policy setting permissions for BlackBerry devices 45 BIOS persistence technology 8 Bitlocker compatibility 9 BlackBerry Enterprise Server 43 minimum system requirements 40 required permissions 46 troubleshooting 49 BlackBerry devices 41 describing the BlackBerry Enterprise Server 43 downloading the Mobile Agent Bundle Installer 41 downloading updated versions of BlackBerry Desktop Software 41 installing Mobile Agent on individual devices using BlackBerry Desktop Software Launcher and Dashboard components 42 Launcher component only 42 multiple devices Launcher and Dashboard components 44 Launcher component only 43 Mobile Agent bundle components 40 Launcher and Dashboard 40 Launcher only 40 release notes 40 mobile Agent bundle, described 40 setting application permissions for the Mobile Agent 46 setting permissions for the Application Control Policy 45 upgrading the Mobile Agent version 43 Customer Center version 5.25 58

Index call details viewing for Windows devices 16 changing your password on Android devices 33 Windows Mobile devices 38 command line installing the Agent on individual Mac devices 20 installing the Agent on individual Windows devices 11 Computrace Agent, described 6 configuring IP proxy settings for Mac devices 28 for Windows devices 17 Customer Center installing the Agent on individual Windows devices 12 verifying installation of Windows devices 13 viewing managed Mac devices 22 managed Windows devices 14 reports for Mac devices 22 Windows devices 14 deploying the Agent to individual Mac devices from Customer Center 19 Windows devices from a user interface 11 multiple Mac devices using disk imaging 23 Windows devices using an Active Directory script 15 disk imaging 14 SMS 15 disk imaging deploying the Agent to multiple Mac devices 23 Windows devices 14 downloading Agent installer for Mac devices from Customer Center 19 Windows devices from a user interface 11 updated versions of BlackBerry Desktop Software 41 downloading the Installer for Android devices 31 mobile Agent and the Dashboard 31 mobile Agent only 31 downloading the Mobile Agent Bundle Installer for BlackBerry devices 41 Electronic Serial Number 25, 27 forcing a call from Mac agent 938 27 Mac agent 948 25 forcing a call from a Android device 35 Windows device 16 Windows Mobile device 39 installing Mobile Agent on Android devices 32, 37 individual BlackBerry devices 41 Individual BlackBerry devices using BlackBerry Desktop Software Launcher and Dashboard components 42 Launcher component only 42 multiple BlackBerry devices using BlackBerry Enterprise Server Launcher and Dashboard components 44 Launcher component only 43 outside applications on Android devices 30 the Agent on individual Windows devices from a user interface 12 the command line 11 on multiple Mac devices using disk imaging 23 Windows devices using Active Directory script 15 disk imaging 14 SMS 15 installing Agent on individual devices from the command line 20 IP proxy settings configuring for Mac devices 28 Windows devices 17 Mac devices configuring IP proxy settings 28 Customer Center version 5.25 59

Index deploying the Agent to individual devices from CUstomer Center 19 multiple devices using disk imaging 23 forcing a call from agent version 938 27 agent version 948 25 installing the Agent on individual devices from the command line 20 minimum requirements 18 verifying installation using Agent Management utility 20 the Agent is activated and calling in successfully Mac devices 22 viewing managed devices in the Activation report 22 Mobile Agent bundle for BlackBerry devices components 40 Launcher and Dashboard 40 Launcher only 40 release notes 40 describing the bundle for BlackBerry devices 40 downloading for Android devices 31 with the Dashboard for Android devices 31 installing on Android devices 32 individual BlackBerry devices using BlackBerry Desktop Software Launcher and Dashboard components 42 Launcher only 42 multiple BlackBerry devices using BlackBerry Enterprise Server Launcher component only 43 multiple BlackBerry devices using BlackBerry Enterprise Server Launcher and Dashboard components 44 managing Android devices 33 removing from Android devices 36 Blackberry devices 48 Windows Mobile devices 39 setting application permissions for BlackBerry devices 46 Mobile Agent application for Android devices 31 Mobile Agent Bundle, downloading 41 Mobile Agent for Android devices downloading the Installer 31 mobile broadband adapters supported for RTT 9 Mobile Dashboard application for Android devices 31 Mobile Sentinel application for Android devices 30 persistence technology, BIOS persistence 8 Real-Time Technology, see RTT 9 removing the Agent from Android devices 36 BlackBerry devices 48 Mac devices 29 Windows devices 17 Windows Mobile devices 39 requirements for devices Windows RTT 9 RTT mobile broadband adapters 9 requirements for Windows devices with mobile broadband adapters 9 sending diagnostic information for Android devices 35 setting application permissions on BlackBerry devices 46 setting permissions for the Application Control Policy on BlackBerry devices 45 setting your password on Android devices 33 starting the Agent Management utility 15 system requirements Android 30 minimum requirements for BlackBerry devices 40 for Windows devices 8 for Windows Mobile device 37 minimum requirements for devices Mac 18 Windows RTT 9 technical support 7 Customer Center version 5.25 60

Index upgrading the Agent on Android devices 36 BlackBerry devices 48 Mac devices 29 Windows devices 17 Windows Mobile devices 39 upgrading the Mobile Agent version on BlackBerry devices 43 using BlackBerry Desktop Software to install Mobile Agent on individual BlackBerry devices Launcher and Dashboard components 42 Launcher component only 42 BlackBerry Enterprise Server to install Mobile Agent on multiple devices 43 to install the Mobile Agent on multiple BlackBerry devices Launcher and Dashboard components 44 using BlackBerry Desktop software to install the Mobile Agent 41 using BlackBerry Desktop software to install the Mobile Agent on individual BlackBerry devices 41 verifying a test call s success 39 Agent is activated and calling in successfully on Windows devices 14 installation of Windows devices 13 the Agent is activated and calling in successfully on Mac devices 22 verifying installation of Mac devices 20 Windows devices using Customer Center 13 viewing Agent call details for Windows devices 16 Agent Status information for Android devices 34 Windows devices 16 Customer Center reports for Mac devices 22 Windows devices 14 managed devices Mac 22 Windows 14 the Agent log for Android devices 35 Windows devices configuring IP proxy settings 17 contents of Agent Install package 11 deploying the Agent to individual devices from a user interface 11 multiple devices using Active Directory script 15 disk imaging 14 SMS 15 forcing a call 16 installing the Agent on individual devices from a user interface 12 the command line 11 minimum requirements 8 RTT 9 starting the Agent Management utility 15 verifying Agent is activated and calling in successfully 14 installation using Agent Management utility 13 Customer Center 13 viewing Agent call details 16 Agent Status information 16 managed devices in Customer Center reports 14 Windows Mobile devices changing your password 38 downloading the Agent installer 37 forcing a call 39 installing the Agent 37 minimum requirements 37 removing the Agent 39 upgrading the Agent 39 verifying a test call s success 39 verifying the Agent installation 38 viewing Agent information 39 Customer Center version 5.25 61