Supporting HP TeachNow, v 1.1 update

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INDEX
Prerequisites........................................................................................................................................ 4
1LS Call Center Support responsibility.................................................................................................... 5
Troubleshooting and 1LS Call Handling.............................................................................................. 6
Support responsibility for components ............................................................................................. 6
Support strategy, bundled and AMO installations............................................................................. 6
Capture customer information............................................................................................................ 7
HP TeachNow Solution......................................................................................................................... 8
Overview ........................................................................................................................................ 8
Solution hardware components ...................................................................................................... 8
Solution components..................................................................................................................... 8
Hardware components (typical)...................................................................................................... 9
Solution overview video ................................................................................................................ 9
What’s New in HP TeachNow 1.1 ...................................................................................................... 10
Wizard example............................................................................................................................ 11
HP TeachNow and volume licensing .................................................................................................... 13
OS licensing and client types........................................................................................................... 13
HP st5742 with Microsoft Diskless COA........................................................................................ 13
HP st5747 (non-COA)................................................................................................................. 13
Microsoft MAK and KMS license activation methods .......................................................................... 14
Troubleshooting guidelines.................................................................................................................. 15
Hardware issues ........................................................................................................................ 15
Admin interface (installation, usage) ............................................................................................. 17
Teacher interface (usage) ............................................................................................................ 18
Student interface (usage) ............................................................................................................. 20
Appendices....................................................................................................................................... 21
A: Call Flow Process .......................................................................................................................... 22
Support functions, first 90 days .................................................................................................... 22
Support functions, after 90 days................................................................................................... 23
B: Hardware troubleshooting considerations ......................................................................................... 24
HP ProLiant ML110 G6................................................................................................................... 24
HP ProCurve 1810G 24 Port Switch ................................................................................................25
HP st5742/st5747......................................................................................................................... 27
C: TeachNow, technical detail ............................................................................................................ 30
How it works ................................................................................................................................. 30
HP TeachNow technical requirements............................................................................................... 31
D: Known and fixed issues, TeachNow V1.1 ........................................................................................33
Issues fixed in 1.1 .......................................................................................................................... 35
E: 2LS/TC, client boot troubleshooting tips............................................................................................ 36
F: Reference links............................................................................................................................... 40
G: Terminology ................................................................................................................................. 41