Net2

NetApp Electronic Toolkit

User Guide for Net2 Client Version 7.0.95

Contents 1. INTRODUCTION AND KEY FEATURES ....................................................................................................................................................... 4 SOME KEY FEATURES INCLUDE .................................................................................................................................................................... 4 INSTALLATION PREREQUISTES ..................................................................................................................................................................... 4 2. NEW INSTALLATION OF THE NET2 CLIENT APPLICATION ...................................................................................................................... 5 SUBSCRIBE TO A DOCUMENT LIBRARY ....................................................................................................................................................... 6 3. LAUNCHING THE NET2 CLIENT .................................................................................................................................................................. 7 LOGIN TO THE NET2 CLIENT .......................................................................................................................................................................... 7 4. NAVIGATING THE NET2 CLIENT ................................................................................................................................................................. 9 MENU OPTIONS ............................................................................................................................................................................................... 9 HORIZONTAL MENU OPTIONS ....................................................................................................................................................................... 9 VERTICAL MENU OPTIONS ........................................................................................................................................................................... 14 LOWER LEFT CORNER .................................................................................................................................................................................. 16

BOTTOM BAR .......................................................................................................................................................................................... 17 OPENING ACTION PLANS ............................................................................................................................................................................. 17 WORKING WITH SCRIPTS IN NET2 ACTION PLANS ................................................................................................................................... 18 DOCUMENT SEARCH AND PARENT FOLDER ............................................................................................................................................. 19 TO EXIT THE APPLICATION .......................................................................................................................................................................... 20 5. SEARCHING FIELD SERVICE ORDER (FSO) NUMBERS AND SERIAL NUMBERS ................................................................................ 21 THE FSO AND SEARCH RESULTS TAB ........................................................................................................................................................ 21

SEARCH SERIAL NUMBER AND EXPORT TO PRINT BUTTONS ........................................................................................................ 22 ACTION PLAN COMPLIANCE......................................................................................................................................................................... 23 CLOSING TABS............................................................................................................................................................................................... 24 PRINTING AND PRINT BUNDLES .................................................................................................................................................................. 24

COPY TO USB ......................................................................................................................................................................................... 26

Version Updates 7.0.89 Added new feature, Open Document List 7.0.89 Added new feature, Copy to USB 7.0.93 Added new feature, Alert Favorites 7.0.94 Added new feature, Attention prompt at login regarding possible use of @netapp.com account 7.0.95 Removed checkbox for “Do Not Show Again” for users who login with @netapp.com account

1. INTRODUCTION AND KEY FEATURES The Net2 Client is an HTML based tool that provides model specific procedures for remove and replace activities for the NetApp Product lines. The tool is specifically designed to support NetApp’s Service Partners with a convenient method of maintaining a concise library of current documentation for field support.

SOME KEY FEATURES INCLUDE • The ability to automatically maintain a current set of procedures that are readily available to technicians on their laptop. • The ability to operate the tool in a stand-alone mode (on a technicians’ laptop). • The capacity to navigate to the relevant procedures by searching through the product line or searching by a customer’s

installed serial number. • The ability to manage and distribute document revisions, ensuring that technicians are always working from up to date

procedures. • The ability to capture feedback on content to ensure quality procedures are maintained and delivered to meet the field

technician’s needs. • Ensures consistent processes are managed and delivered to NetApp’s partners.

INSTALLATION PREREQUISTES • NetApp Support Site logon required for new client downloads • Internet Explorer, Firefox, Chrome, Safari or Microsoft Edge • A media player to play .mpg and .wmv files • Adobe Acrobat Reader • This tool can handle many document types and your browser will attempt to display the document based on the file

extension. Results may vary based on the user’s computer setup. • Windows or Mac Operating Systems running 32-bit or 64-bit versions. There is no Net2 client for Linux OS versions.

NetApp no longer supports the Linux operation system.

You may receive messages during the installation and startup of Net2 based on a variety of factors, including computer security configuration and security software. The user experience may vary.

2. NEW INSTALLATION OF THE NET2 CLIENT APPLICATION For Windows or Mac users, download the Net2 Client by clicking on this link or https://net2.netapp.com/netapp/clientDownload.jsp.

• https://net2.netapp.com is the server for downloading the Net2 client and documents. Users do not log into this site. Authentication is performed using the user’s Single Sign On (SSO) credentials after installing the .exe file (next bullet).

• Once the Net2 Client Setup.exe file (in Windows) has been downloaded, double-click the .exe file to begin the install process.

• For users who have the old Net2 client installed: The Net2 client provides an Auto-Migration Assistant to help migrate files from the old Net2 client to the new Net2 client. Locate the documents folder (Docs)for the old Net2 client and the system will auto-migrate documents from the old Net2 client to the new Net2 client. Doing so will reduce the amount of time and data necessary to complete the setup process.

• Windows users: to determine the location of the installed Net2 files, right click on the “Start Net2” icon and select “Open file location” and look for the “Docs” folder.

• The default Net2 installation location is C:\Users\your_user_ID\AppData\Roaming\NetApp Electronic Toolkit

• After the installation files have been installed, you will be prompted to enter your SSO credentials to complete the

installation. After entering your SSO credentials, you will see a “Loading” screen such as the one below:

• The Net2 Client will open for the first time and you are prompted to subscribe to a Default Group that contains a document

library.

SUBSCRIBE TO A DOCUMENT LIBRARY As part of the initial setup, or from the Settings menu (File > Settings), choose the Subscription group based on your needs. Unless otherwise instructed, place a checkmark next to the box for TPM.

• Depending on your Company's credentials, you may have access to more than one document set. For example, 'TPM', 'SSC (ASP)'

• For example, 'TPM', 'SSC (ASP)'. Choose your subscription group by checking the checkbox(es) provided."

To confirm your Default Group now or any time, click the down arrow in the dropdown menu next to Default Group.

• The Default Group should be set to TPM, unless otherwise instructed:

3. LAUNCHING THE NET2 CLIENT Locate the Net2 Client icon on your desktop or from your Windows Start menu. The shortcut icon from the desktop is pictured first. The Start menu icon is pictured second.

LOGIN TO THE NET2 CLIENT Upon launching the Net2 Client, you will be prompted to enter your NetApp Single Sign On (SSO) credentials (Username and Password).

After entering your SSO credentials, you will see a “Loading” screen such as the one below. The application will start downloading all documents and Metadata.

• During initial setup, the client will continue to download documents even after the five “Data” groups listed above show

green checkmarks. • While documents are downloading, a “Downloads” section will appear on the bottom bar of the client, as outlined below:

• By default, the client will check for updates every time the application is launched if you are connected to the internet. • If you are not connected to the internet, the update process will be bypassed and the client will launch in standalone

mode. • For initial startup, ensure you are connected to the internet to allow the Net2 Client to download all files. • NOTE: This process may take several minutes to several hours depending on the speed of your internet connection.

Users who have been onboarded by NetApp have a @netapp.com email address as well as their partner email address. To ensure action plan compliance (covered in more detail in chapter 5), the partner email address must be used to login to Net2. For this reason, an Attention!! prompt has been added as part of the login process when users login with a @netapp.com email address. The prompt, displayed below, asks users to confirm they meant to login using the @netapp.com email address:

For users who only have a @netapp.com email address, click the Yes button to proceed. This message will appear each time you login to Net2 using your @netapp.com email address.

4. NAVIGATING THE NET2 CLIENT After the data load is complete you will be prompted to read new or unread alerts which will appear as pop-up windows. Example below.

If you have read (or skipped) all existing alerts, you will receive a different pop-up message that presents you with a question: Are you working an Active Dispatch?

• It is a requirement that you record your Field Service Order (FSO) prior to starting work. • If you are working an Active Dispatch, enter the Field Service Order (FSO) number in the box provided and click the Search

button. • If you are NOT working an Active Dispatch, click the Skip button.

Click the Skip button to continue learning about navigating the Net2 Client. MENU OPTIONS Starting in the upper left corner, you will see the menu headings and icons, shown below:

• Menu headings (horizontal): File, View, Surveys, Quick Links, Help • Icons (vertical): Library, Search, Alerts. Mouse over the icons to see the name.

HORIZONTAL MENU OPTIONS The File Menu contains the following:

• Go Online/Offline (Depends upon current connection status) • Proxy Settings • Settings • Quit

The View Menu contains the following: • Alerts (also included under the ! icon in the vertical menu) • Library – default should be TPM • Search – Search by serial number. Also includes recent serial number searches. • Profile – Place to update your personal details including location, phone number, and other information. Please note,

while the skill is displayed, you cannot update this field. Please speak to your manager to make any changes.

The Surveys > TPM Menu contains the following: • ASE Attendance Form (used when attending Instructor Led Training or ILT). DO NOT fill out an ASE Attendance form

after completion of Web-Based Training (WBTs). • NetApp ASE Training Survey (used at the end of Instructor Led Training or ILT). DO NOT fill out an ASE Training Survey

form after completion of Web-Based Training (WBTs). • Exam Reset Request (used if you need PearsonVue to reset your ASE2 or ASE3 exam for one additional attempt) • Post Event Feedback or PEF (used to communicate follow-up actions after completing a dispatch, attach console log, and

report part return information) – Mandatory • Log File – ONLY USE if PEF is already Submitted (used to upload your console logs after closing out a dispatch) • Part Return Status Form– ONLY USE if PEF is already Submitted (report parts returned info from a customer location) • Proof of Defective Shipment (use your smartphone to take a picture of the tracking number when dropping off the

defective part(s) at a shipping company)

The TPM > Quick Links Menu contains the following:

• Net2 Landing Page • Net2 Tool Feedback • Net2 User Manual • NetApp Support Centre Numbers • Pre-Req/Continuing Education for ASE • Support (NOW) Website • TPM Dispatch Quick Ref Guide

The Help Menu contains the following choices, each of which may be filtered and sorted:

• Activity Log. Details and activity log history are uploaded to NetApp periodically while the Net2 Client has an active internet connection. The activity log includes multiple columns:

• Event - The recorded activity type. Examples include logins, searching FSOs, opening action plans. • SSO ID – the Secure Sign On username used during this event. • Category - The type of activity the event falls under. • FSO Number - the FSO number associated with the event. • Group - If populated, this should always be TPM. • Uploaded - YES (if online), NO (if offline) to inform the user if this activity history has been uploaded to NetApp. • Date - The local date and time of the recorded event.

• Sample Activity Log shown below: • Click the 3 vertical dots to sort (ascending or descending), filter (single or multi), add or remove columns • Single click any column to toggle sort ascending or descending

• About – includes details about the Net2 client including SSO ID, version, connection status, and other details. • The default Group Id is 3 for the Group Name, TPM, and Version # also associated with the Group Name, TPM • Build # provides information about the updates to the client

• Time To Live (TTL) is measured in days, and Retries is the number of retries the client will allow before entering read-only mode

The Net2 Client displays warnings prior to content expiration:

• When the client is nearing expiration, a message will appear on the bottom bar indicating the number of days before expiration. In the example below the client will expire in 10 days.

• As the client enters the last week prior to expiration, the days before expiration are outlined in red

• Once all retries have been exhausted, the client will allow no further operation and must be shut down, as shown in the image below. To resolve this situation, login using your SSO credentials. Once logged in, the client will perform an update and reset all TTL and retry counters.

Resetting the Net2 Client • Reset Client – removes all associated files and settings and returns the client to an unconfigured state. DO NOT select

this option unless specifically instructed by NetApp. The warning message is displayed below:

Running Diagnostics

• Run Diagnostics – the warning message below is displayed prior to running Diagnostics

• Selecting “Yes” will cause diagnostic tests for the Net2 Client to start. During this time, the client will be inaccessible while

diagnostics are running.

• When complete, green checkmarks will be displayed, and a Diagnostics Report will appear immediately thereafter. • One of many outputs from the Diagnostics Report

• After completion of Diagnostics, three buttons appear in the lower right corner. They are:

• Return – will return to the location in the client prior to executing the selection, Run Diagnostics. • Save Report – the report will be saved in the Net2 Client folder:

C:\Users\<your_user_ID>\AppData\Romaing\netofflineclient\diagnosticReport\DiagnosticsReport.zip. • Send Report – send the report to the Net2 team. You must be online to send the report. If you are offline and you

attempt to send the report, the report will be saved as a zip file in the net2offlineclient folder.

VERTICAL MENU OPTIONS The vertical menu on the left side of the screen displays 3 icons: Library, Search, Alerts. Mouse over each icon to display the name of each. When selected, an icon turns orange in color.

• Library displays the parent folder for TPM, as shown above

• Left-click the TPM folder to see subfolders contained within

• Right-click the TPM icon to see the available options of Refresh, Expand All, and Collapse All.

• Selecting ‘Refresh’ will close all folders and subfolders and return to display the topmost parent folder, TPM. • Selecting ‘Expand All’ will open and display all folders, subfolders and the contents inside each subfolder down to the

lowest level available. • Selecting ‘Collapse All’ will close all folders and subfolders and return to display the topmost parent folder, TPM.

• Search displays the following: o Search by FSO Number o Recent FSO Number Searches o Serial Number Search o Recent Serial Number Searches

• Alerts displays all alerts, read or unread.

o Alerts that have been read appear as a white bell with gray background showing the date of publication:

o Alerts that are unread appear as a blue bell with blue background showing date of publication:

A new option in the 7.0.93 client is Favorite Alerts: • Now you can mark read or unread alerts as favorites by right-clicking the alert entry and selecting Add to Favorites.

• A pop-up message will appear in the upper right corner indicating that the selected alert has been added to your Alert Favorites

• Click the star icon in the left column to view your marked Favorite Alerts

• To remove marked alerts from your favorite list, right-click on the alert entry and select Remove from Favorites.

LOWER LEFT CORNER In the lower left corner, there are 2 items displayed:

• The “Gear” icon is for settings and includes 2 options: Check for Updates, Settings • The Net2 Client version is displayed just below the “Gear” icon

BOTTOM BAR From left to right across the bottom of the screen there are several other icons that may be displayed:

• Net2 Client version • FSO Number: The activity log records when an FSO is searched or an action plan is viewed. Check here to make sure the

proper FSO number is listed. If you are not working an active dispatch, and the FSO number is not entered, this field will display FSO - None.

• Downloads (clickable while files are being downloaded. NOT displayed after all files have been downloaded.) • Your name • Connection status: Connected or Offline (Connected status shown in graphic below)

When switching to offline mode, the pop-up message below is displayed indicating some features will not work in offline mode. Click OK to continue.

In offline mode, connection status will show offline. (Also notice the difference in color. Connected = green. Offline = no color.)

OPENING ACTION PLANS

• Expand a subfolder to see a list of contents including action plans. The active folder appears with a blue outline around the selected folder or subfolder.

• Action plans that do not contain any print bundles appear as an icon with a single sheet of white paper and include the letters PDF; such as Chassis Replacement in the image below.

• Action plans that contain print bundles appear as an icon with 3 red sheets of paper staggered on top of each other; such as Motherboard Replacement in the image below.

• Left-click on an action plan and it will open in the default PDF reader, Adobe Acrobat. Adobe Acrobat Reader is the

standard default application for opening action plans in PDF format. • A different, less optimal choice is to right-click on an action plan and select the option, “Open in Offline Client,” and the

action plan will instead open in the Net2 Client.

o Opening action plans in the Net2 Client will allow printing of individual documents, multiple documents, or the entire

print bundle.

• Opening action plans in the Net2 Client for completion of a dispatch is NOT RECOMMENDED. Currently, the Net2 Client

is not capable of opening linked documents and many action plans have one or more linked documents.

WORKING WITH SCRIPTS IN NET2 ACTION PLANS • The Net2 client includes action plans that utilize a script or scripts. Scripted action plans appear as white letters, “Sc,”

against a blue background, as shown in the example below:

• Scripts (or scripted action plans) are dynamic and utilize input and selections from the user to progress through an action

plan from start to finish. User input determines the next and subsequent step(s) to be presented in each scripted action plan.

• Unlike previous action plans where the user is presented with every step and must then decide which steps apply to the current dispatch; scripted action plans are tailored to provide only the relevant instructions for the current dispatch. Unnecessary instructions that don’t apply remain “hidden” based on user input, resulting in greater clarity and better comprehension.

• Scripted action plans contain additional features including a “Request Assistance” button. If at any point you need assistance during the process of completing your dispatch using a scripted action plan, and you have entered the “Active FSO#” in the associated box, click the “Request Assistance” button. A member of the NetApp Support Center will be able to locate the Activity ID (#4688 shown below) associated with the FSO Number in your dispatch, review your input and selection, and work with you if necessary.

• A member of the NetApp Support team can audit the activity history by locating or filtering results based on the FSO

Number, SSO, name or email (SSO, name and email not shown in the example above) and clicking on the “eye” icon in the Action column. A sample history is shown below and includes the step names, Access Time (in PST) and Detailed information associated with actions or selections in the script.

• Users can also review their input, selections, and other details by clicking on the History button.

• A sample history is shown below

DOCUMENT SEARCH AND PARENT FOLDER Below the blue menu bar at the top of the screen, there are 2 items: Search box and parent folder menu. The default parent folder should be TPM.

• The Search box – will perform a keyword search for documents in the TPM (and any other selected) libraries. Displayed results will show the parent folder and document name that matched the keyword search. For example:

• The default parent folder should be TPM unless you are instructed otherwise. Click the triangle next to the parent folder name to expand the contents and see the subfolders contained within. For example:

• Click a triangle next to a folder name to further expand the table of contents for that folder. When you reach the file level,

you will see file bundles or individual files, such as those shown below.

• File bundles are represented by the 3 red colored pages. Examples of file bundles are the “Boot Media: mSATA,” and, “DIMM replacement,” shown above.

• Individual files are represented as a single piece of white paper and display the PDF extension. • Click a file bundle or individual file and it will open in Adobe Acrobat. Adobe Acrobat should be the default application

used for opening action plans and the associated linked documents. • Right-click a folder name and you will be presented with 3 options:

o Refresh – Closes all open folders and defaults to the parent folder, TPM o Expand All – expands all contents of the parent folder o Collapse All – collapses all contents of the parent folder

TO EXIT THE APPLICATION • To Exit the application, click the X in the upper right corner or select File > Quit.

5. SEARCHING FIELD SERVICE ORDER (FSO) NUMBERS AND SERIAL NUMBERS If you are working an Active Dispatch, enter the FSO number in the pop-up screen when Net2 launches and click the blue Search button.

You can also enter the FSO from the Home screen, as shown below:

THE FSO AND SEARCH RESULTS TAB When an FSO is entered, a tab with the FSO number opens to the right of the Home tab. The last 4 digits of the FSO are blacked out.

• The FSO will be recorded automatically once the Search button is clicked • The FSO tab provides details of the FSO. Several fields have been purposely blacked out.

SEARCH SERIAL NUMBER AND EXPORT TO PRINT BUTTONS

In the lower right corner of the FSO details screen are the Search Serial Number and Export to Print buttons. Clicking the Search Serial Number button opens a new tab that lists all action plans for the associated product ID (or platform). In this case, the product ID is a FAS9000. A portion of the many action plans are shown below.

• If the FSO Search and/or the Serial Number Search fails to produce any results, navigate through the table of contents in the TPM folder to locate the Product ID (platform) that contains the action plan.

• Click the title of the action plan to open the action plan in Adobe Acrobat Reader.

• If the Search Serial Number failed to find a serial number and associated model or platform, you can refer to the dispatch details in your FSO and determine the model or platform. Once you have determined the model or platform, you can can take advantage of the new feature added in version 7.0.89 and open the entire document list by right-clicking on the model or platform and selecting Open Document List.

• A new tab will open in the Net2 client for your model or platform. You will be provided with the list of action plans for that model or platform. You can open action plans or utilize the Print Bundle feature. Printing and Print Bundles are covered later in this section.

ACTION PLAN COMPLIANCE • Many dispatches require action plan compliance. • Action plan compliance is determined by entering the Field Service Order (FSO) number and opening the associated

action plan. To be compliant, you must first enter the FSO and then open the associated action plan for that FSO. • In Offline mode, you can still enter the FSO and click the Search Serial Number button to open the list of action plans for

the associated product ID (or platform), however action plan compliance will not be met until you go online and the activity history is uploaded to NetApp.

• In the image above, notice that the Product ID is a FAS9000 and the activity code is X-MOTHER. The X-MOTHER activity

code is used when a FAS/AFF motherboard needs to be replaced. • In the case of the FSO shown above, the FAS9000 motherboard action plan would need to be opened to be compliant.

• In the FSO Action_Plan section of the FSO, shown above, notice also that the task (Replace), part (Motherboard) and platform (FAS9000) are displayed.

• In the Activity Log, shown above, notice the following chronology of events, starting at the bottom of the outlined section:

1. FSO 731XXXX was searched - required for compliance. 2. Serial Number 211716XXXXXX was searched using the Search Serial Number button, to bring up the list of action

plans for the platform - not required for compliance. 3. The FAS9000 MB (Motherboard) action plan for the AFF A700/FAS9000 action plan was opened and viewed -

required for compliance. • The Uploaded status is, YES, which indicates NetApp has received confirmation of the actions in the Category column. • If you are dispatched for multiple jobs during the day, be sure to enter the first FSO, read the action plan for that FSO, then

enter another FSO and read the action plan for that FSO, and so on as necessary. • You can view the last FSO entered on the bottom bar of the Net2 client as shown below:

CLOSING TABS • When you right click a tab name, you are presented with several options to close a tab (or tabs)

• To keep the current tab active and close all others, select Close Other Tabs • To close the active tab, select Close Tab • To close tabs to the right of the active tabs, select Close Tabs To The Right • To close all tabs, select Close All Tabs. Only the Home tab will remain open if this option is selected.

PRINTING AND PRINT BUNDLES Clicking the Search Serial Number button opens a new tab that lists all action plans for the associated product ID (or platform). In the example, the product ID is a FAS9000. A portion of the many action plans for the FAS9000 are shown below.

• Clicking the Print button will first prompt you to save the PDF file. Once saved, you must open the PDF file in Adobe Acrobat Reader. Now that the file is open in Adobe Acrobat Reader, click the printer icon, shown below, to print all pages in the PDF file.

• Clicking the Print Bundle button will display the master document (listed first) and all associated documents found in the print bundle. Some associated documents may be unchecked which will remove them from the print bundle. Click the Export to Print button as shown below

• A pop-up box will appear information you that the print bundle will open in the default system PDF viewer which should be Adobe Acrobat Reader as shown below. Notice the name of the file begins with, PB, which indicates this is a print bundle.

• Click the OK button and the print bundle will be opened in Adobe Acrobat Reader. Cilck the printer icon, shown below, to print all pages in the PDF file.

• If you don’t need to print all pages in the document, you can remove one or more pages. To remove one or more pages, click the pages icon as shown below to display all pages in the document. Right-click on one or more pages and select the Delete Pages… option. Once you have finished deleting the pages you no longer need, click the print icon as shown below to print the remaining pages.

COPY TO USB A new option in the 7.0.89 Net2 client is Copy to USB. Copy to USB is accessible from the File menu as shown below:

The Copy to USB option will copy files from the Net2 client and place them in a folder location selected by the user, such as a USB drive.

• If the Net2 Client is in the process of downloading files, you will be unable to use the Copy to USB feature until all files have been downloaded. A message such as the one below will be displayed if this occurs:

• Once all downloads are complete, select the Copy to USB option to open a page displaying information and instructions:

• Click the green Choose Directory button to select a location, such as a USB drive, to place the Net2 files. Once selected, click the blue Start Copy button to begin copying files.

• Initiating the Start Copy process creates a topmost folder called, Net2Client. Two subfolders are created in the Net2Client folder: documents and tableofcontents. A User-Guide.pdf file is also created in the Net2Client folder and it provides additional information and instruction about the documents and tableofcontents folders as well as Important Notes. The tableofcontents folder is an exact replica of the Tree-View that is found in the Net2 client.