HPIT Separation Survival Guide

HPIT Separation Survival GuideTo help you be ready for IT separation services, we will giveyou important updates as soon as we can in this separationsurvival guide of myITsupport. The information here will helpyou to ensure the separation is as seamless as possiblewhen it comes to your supported IT services.

ContentsPower Up the New HP...............................................................................................................................3

Power Up not taking username and password (unverified)...................................................................3

MS Office 2013 prerequisite failing........................................................................................................3

Trigger manual HPI migration - Power Up the New HP..........................................................................3

User isn’t prompted to migrate (but has the widget)............................................................................4

Process to install 100% loop..................................................................................................................4

The Collecting Data and Settings step prompts to reboot and try again...............................................4

Check for unknown errors......................................................................................................................4

The Restoring Data and Settings step fails with error 29......................................................................4

Restoring Settings phase is taking too long..........................................................................................4

The process logs in as HPIMIGRATE.......................................................................................................4

Error code 38.........................................................................................................................................5

Error code 1 (unverified)........................................................................................................................5

Migration looping at same step after restart.........................................................................................5

Outlook and Exchange..............................................................................................................................5

Outlook constantly prompting for credentials (pre migration)..............................................................5

Outlook constantly prompting for credentials (post migration).............................................................6

Outlook not connecting / Outlook Cannot open the set of folders.........................................................6

Outlook credentials would not stop asking for credentials....................................................................6

Outlook OST issues................................................................................................................................6

Additional Mailboxes not working..........................................................................................................7

Not able to send emails to themselves..................................................................................................7

HPI user and computer accounts..............................................................................................................7

Password Sync.......................................................................................................................................7

HPI Computer names.............................................................................................................................7

Microsoft Lync and Skype for Business.....................................................................................................7

Lync not connecting..............................................................................................................................7

SharePoint................................................................................................................................................8

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Useful links:HPI Migration instructions

HPE Migration Instructions

HP IT Separation

myITsupport

HPIT Separation Survival Guide

Access Denied.......................................................................................................................................8

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HPIT Separation Survival Guide

Power Up the New HP

Next you will find the solutions to the identified issues from the last myIT events related to error and unexpected behaviors from the Power Up the New HP migration tool for HPI employees.

Power Up not taking username and password (unverified)David Nutt - The tool will not accept the user’s email address and password.  In some cases, a password reset worked but I think some of these are related to the 2711 error I’ve reported through Robert where it’s impossible to join or unjoin a machine to/from a domain, and suggests to me the PC has a local issue with its domain membership/configuration.  We don’t have a fix or a workaround for this yet, so the choices I gave users last week were to either wait to see if we get a fix if they’re not in a rush to migrate, or reimage their PC with the HPI image if they want to get migrated while we’re there.

MS Office 2013 prerequisite failingWe saw systems that had accepted the SP1 update from COE but were not actually running SP1.

1. Uninstall MS Office 2013 and previous versions from Self-Service Application Manager (including MSO Project, Visio, Lync, Office Communicator).

2. Run > maint.exe and wait for Self-Service Application manager finishes to update.

3. Execute MSO 2013 Uninstaller

4. If there were 2010 versions of MS Office products, please execute the corresponding uninstaller:

a. MSO 2010 Uninstaller for Windows 7

b. MSO 2010 Uninstaller for Windows 8

5. Reboot computer.

6. Run > maint.exe and wait for Self-Service Application manager finishes to update.

7. Install Office 2013 SP1 from Self-Service Application Manager.

Trigger manual HPI migration - Power Up the New HPThis process is when mailbox has migrated and want to trigger pc migration immediately.

1. At HP site connect via LAN // Remote make sure VPN is successfully established.

2. Check ATM for Mailbox move complete. AD User Account Transaction Type: "MailboxMoved". if this is not done they are not triggered to migrate. Stop.

3. Do a: Start – Run – Maint

4. Click this link http://myitpc-dev.corp.hp.com/tools/migrate.exe (only available via vpn, corporate network)

5. Click Run

6. Open Task Manager

7. Kill MigDetect.exe process if present

8. Kill Desktop.migration.main.exe if present

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HPIT Separation Survival Guide

9. Run C:\Program Files (x86)\Hewlett-Packard\PC COE 3\OV CMS\Lib\cache\HPQ_MIGRATION_TOOL_EN\MigDetect.exe

10. Wait for popup

11. Click on ‘Migrate Me’

12. Done. Run Process

User isn’t prompted to migrate (but has the widget). We saw some cases where the widget doesn’t appear to be able to figure out who the user is so defaults to the 1440 min checking frequency and never gets the true flag. In these cases, force them through the migration using the following steps:

1. Download the migration tool to somewhere like c:\temp from http://wupdates.houston.hp.com/content/migtool.wim

2. Create a folder called C:\Powerup

3. Run “C:\Program Files (x86)\Hewlett-Packard\PC COE 3\OV CMS\Lib\cache\HPQ_MIGRATION_TOOL_EN\imagex.exe” /apply c:\temp\migtool.wim 1 C:\Powerup

4. Run C:\Powerup\launch.vbs (this puts the shortcut on the desktop and runs the tool)

Process to install 100% loop1. Kill imagex.exe

2. Move C:\powerup\migtool.com  to c:\temp

3. Delete content from C:\powerup\

4. Open CMD prompt

5. Change to migtool folder  (C:\Program Files (x86)\Hewlett-Packard\PC COE 3\OV CMS\Lib\cache\HPQ_MIGRATION_TOOL_EN)

6. Imagex /apply  c:\temp\migtool.wim 1  c:\powerup

7. Run lunch.vbs from PowerUp folder

The Collecting Data and Settings step prompts to reboot and try again. It does this if it encounters a locked file that it couldn’t unlock. In some cases, the reboot works, in others it fails with an unknown error. The unknown error is caused by the c:\migdata folder not being able to be removed.

1. Reboot computer.

2. Delete c:\migdata folder.

3. Tool can run ok now.

Check for unknown errorsYou could also check c:\powerup\scripts\usmt\amd64\scanstate.log for details of exactly what is causing the issue if you run into other weirdness.

The Restoring Data and Settings step fails with error 29.This appears to happen when the tool runs multiple times in the same session for some reason.  If you see the error 29 screen drag the window across and you’ll probably see a second window behind it

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HPIT Separation Survival Guide

waiting at the logoff prompt.  This is the window that’s actually at the right step, so you can ignore the error 29 window and interact with the other one.  I’ve reported this to the dev team and am waiting for a fix.

Restoring Settings phase is taking too long.Some users get impatient waiting for the restoring settings phase to complete and think it’s hung.  They need to be patient, especially if they have older disks and a lot of files to migrate.  I generally saw the disk working very hard at this point but they did all get through it, although some took an hour or more.

The process logs in as HPIMIGRATELogin screen shows HPIMIGRATE (The password for this is the user’s HPI domain password) and then displays a screen saying the user has already migrated and no more action is required.  If you see this:

1. Close the tool.

2. START > RUN: lusrmgr.msc

3. Go to the Groups folder

4. Double-click on Administrators group.

5. Remove user’s HPI domain account and press OK.

6. Run the tool again using the desktop shortcut.

This triggers it to re-run step 3 and gets it moving again.

Error code 38Unable to move data from the Americas profile to auth.

1. Go to C:\Users

2. Move user contents from HPQ username profile to HPI username profile

Error code 1 (unverified)This error fix still needs to be verified.

1. Go to C:\PowerUp\tasks\step1\6000

2. Open the log file

3. Look for error 1 and change from send to desktop >1< to >0<

4. Go to C:\Program Files (x86)\Hewlett-Packard\PC COE 3\OV CMS\Lib\cache\HPQ_MIGRATION_TOOL_EN\Scripts

5. Run checktpm.vbs

6. Reboot

7. Run maint.exe from “run”

8. Reboot

9. Reopen the power up app.

Migration looping at same step after restart

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HPIT Separation Survival Guide

Proceed to guide the user to reset and resync the HPI password. HPI and HPQ passwords should be the same. myITservices form: Set Password and Enable HPI Primary Accounts

Go to Password Sync instructions on HPI user and computer accounts category within this document.

Outlook and Exchange

Outlook constantly prompting for credentials (pre migration)When receiving this scenario please DO NOT remove outlook profile from the computer.

1. Validate user will be migrating to HPI.

2. Validate if user mailbox was migrated by going to ATM. Account type will display “Mailbox Moved” and targetaddress will show “useremail@hp.onmicrosoft.com”.

3.

4. If moved please guide users to enable their HPI credentials by following the instruction on the attached email  or clicking here “Enable your HP Inc. account and set your initial password” (HPI and HPQ password should be the same).

5. Reboot computer.

6. Then to use the HPI credentials on Outlook “email address” or “AUTH\username” plus password. (NOTE: Outlook might ask for password at least 3).

7. Outlook will connect and after a couple of minutes it will prompt to restart. Proceed to restart outlook now user will be configured on Office365.

8. Users will later receive a prompt “Power Up the New HP”, if not please START > RUN > MAINT. Or follow Trigger manual migration steps within this document.

Outlook constantly prompting for credentials (post migration)Proceed to guide the user to reset and enable the HPI account password. HPI and HPQ passwords should be the same. myITservices form: Set Password and Enable HPI Primary Accounts

1. Use HPI credentials to login to outlook

a. Primary login method should be using the @hp.com email address.

b. If above fails, try AUTH\username

Outlook not connecting / Outlook Cannot open the set of foldersFirst identify if mailbox is currently being migrated. By checking ATM status, if is “Migration in progress” please ask the user to wait until migration complete, check back ATM. Afterwards you can follow pre or post migration steps from above.

Outlook credentials would not stop asking for credentialsHere is a manual fix that will help with some people if: Their mailbox has migrated to HPI Office365 Exchange online Their Outlook is constantly prompting for credentials and will not connect A new Outlook profile cannot be created

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HPIT Separation Survival Guide

The VAST majority of people are fixed by making really sure they have the same passwords in HPQ and HPI, but if that still doesn’t work, the attached .REG file can be put anywhere on the hard disk, and then double-click to apply.  No reboot is necessary, but completely shut down Outlook and Lync and restart.

This .reg file can be applied after the mailbox migrates to HPI.  It doesn’t matter if the PC has migrated yet or not.

These registry keys are applied by 3 PC COE processes and should already be there, but in a few cases, they are not.  The .REG file can be applied without any danger – it will not break anyone.

Outlook OST issuesProceed to guide the user to reset and enable the HPI account password. HPI and HPQ passwords should be the same. myITservices form: Set Password and Enable HPI Primary Accounts

1. Make sure both HPI and HPQ passwords are the same if not log on with the old password (HPQ password).

2. Create new outlook profile

Additional Mailboxes not workingAfter migrating your mailbox to O365 additional mailboxes can no longer be open on the same outlook profile for your primary account mailbox, please create additional mailbox as separate outlook profile.

You can use these instructions for your additional mailbox: Create a New profile for your Process Mailbox.

Not able to send emails to themselvesMake the user wait for 24 hours. Emails from themselves will arrive without problems.

HPI user and computer accounts

Password SyncProceed to guide the user to reset and resync the HPI password. HPI and HPQ passwords should be the same. myITservices form: Set Password and Enable HPI Primary Accounts

1. Ctrl+alt+del

2. Change password

3. Type the password in the “old password”

4. Do not type anything in the new password box.

5. Hit enter

6. If message returned is:

a. “the password doesn’t meet the length complexity” repeat steps 1 to 5 but change the user to AUTH if the message returned is the same this means the password was taken.

b. If the error for one of the accounts is “password is incorrect” the accounts are not synched, change the AUTH pw to match HPQ using ctrl+alt+del and changing users.

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HPIT Separation Survival Guide

HPI Computer namesComputer names have to be unique, the same computer name cannot coexist in HPQ and HPI. If an HPQ computer name is needed under the HPI environment delete it first from Computer accounts in ATM.

Microsoft Lync and Skype for Business

Lync not connecting1. End lync process

2.  erase the content from lync folder located in:

a. C:\Users\user\AppData\Local\Microsoft\Office\15.0\Lync

b. C:\Users\user\AppData\Roaming\Microsoft\Office\15.0\Lync

3. Try to log on again

4. If failed reboot the pc

5. If still not working, make sure passwords are synchronized. Go to Password Sync instructions on HPI user and computer accounts category within this document.

SharePoint

Access DeniedGuide user to use HPQ credentials. If password is not taken as username use AMERICAS\username or ASIAPACIFIC\username or EMEA\username.

Learn more atHP IT Separation

EESO, July 2015