Nanoheal Software and Provision user guide.

1 PROVISION LOGIN

1.1 LOGIN
Provisioning a Nanoheal client is synonymous to installing a Nanoheal client on the End user
device. To start this procedure, you will be informed about the URL (portal link which is given
below) and credentials to login, Ex:
“nanoheal .nanoheal.com/provision/provisioning/index.php:

The login page is shown in the above figure, where the agent has to enter “Employee ID” &
“Password”; and click on the “Sign In” button.
This will be redirected to provision home page as shown below.
2 PROVISION HOME PAGE

The home page briefs about the activity summary and an overview that has taken place within
a specific range of days such as number of downloads or installation; this is shown in the above
figure. The home page basically consists of 3 rows namely;
1. Range
2. Pie-chart
3. Bar graph
2.1 Range
Range specifies the variable number of days that has an activity performed; depending upon
the range total number of orders, downloads link and installation links are determined. Idle
number of days for range is 30 days (1 month). This is shown in the above figure;

2.2 Pie-Chart
This 2nd row represents the pie-chart, which is segmented with different colours. Orange
represents the total number of orders entered; “Blue” represents total number of software
downloads; “Red” represents total number of installation taken in customer device.

2.3 Bar Graph

This 3rd row is similar to “Pie - chart” and segmented on same parameters “Total number of
orders”, “Total number of software downloads”, “Total number of installation on customer
device.” This represents in terms of percentage, which is shown in the above figure;

3 PROVISIONING CONTRACT
This provides the link for agent to provisioning and generate new link for the customer; this
contract consist of different options which are listed below and shown in the below figure.
 1. New
2. Check Entitlement/Regenerate
3. New Agent

3.1 New
This option provides the generation of new link for customer end devices, upon clicking on the
“New” tab the page will re-directed as shown in the below figure; agent has to fill all the details
in the below mentioned order and as shown in the below figure:

Enter the type of SKU/contract opting for

In case the customer is not to locate of provide the Serial Number/Service Tag number, the
agent can click on the “Fetch system serial number” button, upon which a link will be
generated. This link to be passed to customer, upon downloading and Running the Exe file, the
system will automatically fetch the serial number and fill into the blank:
Rest of the details to be entered as regular by the agent;

Once the details are filled accordingly the agent has to click on the submit button which in
return will generate a provisioning URL link, this is shown in the below figure; in short the Agent
has to follow the below steps;

1. Fill the details by gathering from customer

2. Click on the confirm button
3. Copy the URL link
4. Pass it to customer via chat/Email
3.2 Check Entitlement/Regenerate
The agent has to go to home page and on the right side, he will find the Check Entitlement
option as shown in the below figure:

From here the Agent can check, edit order status from here. Agents can the check status (idle
case we are using “System Serial number”);
1. System Serial number
2. Case Number
3. Email address of the customer (Email ID)
The below figure shows the page of check entitlement;
3.2.1 Check Entitlement
The agent can access the information by providing the any one of the following data; system
serial number, case number, customer Email ID; which will generate the data of the particular
machine and the status. This is shown in the above figure.

3.2.2 Entitlement/Case Order Number

The agent can view the information from the following page after the system serial number has
been matched with the records and complete validation; it displays the following information;

1. Order date: This is the date on which the customer placed an order for support services.
2. Service End date: Based on the plan that the customer has purchased, this date
provides the last date of support to customer. On this date, the Nanoheal client expires.
3. Employee Number: This displays the agent P Number.
4. SKU Description: This provides information about the link provided to customer is
applicable to 1 device or multiple. It also provides the tenure for support services
(based on SKU selected— Annual/ Incident/Days)
5. Status: This defines the status of provisioned support application.
a.i. Active: Provision is successful

a.ii. Inactive: Provision is unsuccessful

6. Machine Status:
a.i. Installed Online: The customer has installed the support application and
the device is online and reporting to the server
 a.ii. Installed Offline: The customer has installed the support application and
the device is offline and not reporting to the server

a.iii. Uninstalled: The customer has uninstalled the support application from
the device

a.iv. Not Installed: The agent has generated the link for the customer,
customer may have downloaded (or not), but the application has not
been installed on the end user device

a.v. Not Reporting: The customer has installed the support application, but
the application on the end user device is not reporting to the server due
to a technical issue

7. Installed PC’s: This section gives the details of the device on which support application
is installed.

3.2.2.1 Case number

This is the same Information which will be provided during generation of new provision link.

3.2.2.2 Orders, Update, Renewal history

This information is same as the above information provided but makes a gist of the
summary.

Within check entitlement, agent can also find regenerate, revoke, renew which are described in
the below session:

3.2.3 Remote Diagnosis

Remote Diagnosis is done to push solutions onto the end user’s machines for any issues they
are facing. To perform Remote Diagnosis,

1. Log into the provisioning portal using your credentials

2. On the right panel, click “ Check Entitlement/ Regenerate/ Renew”
3. Select the Entitlement, using Customer/ Order No
4. Click on the blue “Remote Diagnosis” button, as shown in figure below

Upon click of the Remote diagnosis button a screen which is similar to the client will popup, it
will have the same tiles as the one on the client. PFB the screenshot of the same.
After a tile successfully completes execution, the Details about which tile was clicked can be
viewed in the Audit screen as shown below.

Audit Button
Upon click of Audit, you will see the screenshot below.
Schedule Button
While a tile is already being executed the agent can schedule the next tile which needs to be
executed. All he needs to do is click on a tile and then execute it, it will automatically go to
schedule and will execute post the completion of the first tile. PFB the screenshot of the same.
Once we click on Schedule we can view the Tiles which are in pending state, which are yet to
run. PFB the screenshot below.

Client Installation flow post Provision.

Please Copy and paste the link in the browser and the download starts.

You will see the Welcome Page of the nanoheal Client. PFB the screenshot of the same.

4 Welcome Page
The agent upon running the Nanoheal client, welcome page will be displayed as shown in the below
figure; the UI will display Start System Analysis, upon clicking on; it will start your system analysis. The
page will be re-directed to the home page.

Start System Analysis

The customer can opt for selfheal process and trouble the problem by navigating through the Specific
tiles; the start system analysis will start the analysis of the system and gathering of the asset information
of the system, in case any L1 type of problem found same will be displayed in the UI client.

5 Home Page
Upon clicking the Start system analysis, the page will be directed to home page of the Nanoheal Client
which is shown in the below figure; the home page consist of basic option and Tiles for navigation. The
basic option are listed down and shown in the below figure;

1. PC information
 2. Service Log summary
3. Issues List
4. System Information
5. Setting
6. Service Logs

Upon clicking on the refresh button, the client will run through a quick scan and update all the issue to
be fixed with respect to, memory utilized, unwanted registry and fixes available.

5.1 Service Log Information

This section has four different parameter shown in the below figure; basically it provides the log of all
the service that has been done both the agent and the scheduled task. Upon clicking each parameter
the page will get re-directed to main service log page with respective section which is shown in the
figure.
 1. Proactive Fixes
2. Agent Fixes
3. Toolbox Fixes
4. Scheduled Fixes

5.1.1 Proactive Fixes

This indicates the number of fixes done, here the client (QT browser) automatically identifies the
problem and apply the fix. Upon clicking the option the QT browser gets re-directed to the Service log
page as shown in below figure;
5.1.2 Agent Fixes (Live Help)

This indicates the number of fixes done by agent, the agent also has an option of running and triggering
tile through the Client; this is done by live help process. This log is recorded and displayed here. Upon
clicking the particular parameter, the page will gets redirected to service log page which is shown in the
below figure;
5.1.3 Tool Box Fixes (Manual Fix)

The customer can also trigger the tile by navigating with the problem diagnosis and execute the
particular tile from client. The agent triggered will be recorded in the service log list and upon clicking
the parameter the page will get redirected to service log page which is shown in below figure, hence it is
also termed as Manual fix.
5.1.4 Scheduled Fix

As the name indicates the client will run a scan at scheduled time and diagnose the problem; once the
[problem are listed then the fix will be applied through the client and it will reported and listed in the
service log. Upon clicking on this parameter the page will get re-directed to the service log which is
shown in the below figure;
5.2 Issue Notification

Once the client starts running, it captures the system pre-data and make an analysis report; any issue
which have been diagnosed will be displayed on the right side of client home page which is shown in the
below figure.

Typically it displays critical issues, major issues, last updated Date, customer/agent can view the issue
and fix it and can troubleshoot on self.

We also have a refresh button which will refresh and pick up the latest critical and major issue according
to the latest date and time.

Upon clicking on the “View & Fix”, the page will get re-directed to View & fix system health issue which
is shown in below figure;

Classification of Critical & Major

Critical Issue:

Missing Anti-Virus program - No anti-virus program detected. Viruses can make your
computer run slowly, cause you to lose important documents and pictures, and in the worst
case, “View Options” can prevent your computer from working at all. A virus protection
program will help keep your system safe and running smoothly.
5.2.1 Check Applications Installed

This feature of Nanoheal client checks the application which are pre-installed and installation done by
the user, in case any issue like expired application or corrupted application etc. which will be informed
to Un-install or apply update and it also removes the un-wanted application, the scan button looks in
the below figure;
5.3 Troubleshooters

Nanoheal provides the feature of troubleshooting which the end-user can use without any technical
support agent’s help.

We can also access the troubleshooters by click on “Click to troubleshoot” link; the navigation is shown
in the below figure.
There is also another way to navigate to the troubleshooters and that is via clicking on “View & Fix”
button and clicking on troubleshooter icon as shown in the below figure.

The troubleshooters have many sub-tile which are mentioned below:

1. Virus/ Spyware/ Popups

2. My PC is Slow
3. Can’t? Access internet
4. System error and crashes
5. Power/ Battery Issue
6. Display / Sound Issues
7. Printer / keyboard and other issues
8. Advance Troubleshooting
Note: All the above tiles are for the end-users however the advance troubleshooting tile is for
specifically designed for the technical support agent to perform advance operations. The end-users will
not be able to run troubleshooting from Advance troubleshooting tile.

The client also has a provision of Search options, all the executables tiles can be found using the search
space bar which is shown in the above figure: