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Desktone SP Support Training Desktone Services, Support & Operations
Enabling Desktops as a Service® ©2012 Desktone, Inc. All rights reserved.
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Agenda – Round One Introduction to Desktone Desktone Portals
Portal Demonstrations Prioritization & Escalation Process Partner Portal How to Contact Desktone Support Information Required to Log a Case Support Troubleshooting – End-User Support Troubleshooting – Enterprise Center Questions
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Service Provider Samples
Who is Desktone? Service Provider Samples A software company delivering a robust software platform for service providers to offer virtual desktops as a service Built from day 1 for service providers Chosen by largest service providers 8 patents on desktop as a service Named IDC “Major Player” in desktop virtualization category Customer Samples ©2012 Desktone, Inc. All rights reserved.
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Desktone Overview @office @mobile @remote office @home
Virtual Desktops @mobile @remote office @home Enterprise Connect Active Directory Corporate Apps User Data Corporate Network ©2012 Desktone, Inc. All rights reserved.
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DaaS Options for Delivery
vs. Dedicated Virtual Desktops Shared desktops Shared image = poor performance NO running of web apps Webex, Skype, Dropbox, etc. NO windows customization NO installation of apps NO Persistent-state save NO Access to corporate assets The ONLY full desktop experience. Brian Madden – Desktop Virtualization Expert “Win7 VDI in the cloud, $1 per day. Brilliant! Why wouldn't you want a real Windows 7 desktop… with normal apps and all the things you'd expect in a normal desktop?” ©2012 Desktone, Inc. All rights reserved.
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Desktone Blueprint: DaaS Platform
Users desktone DaaS Platform Desktone Platform Manages User Connections Access Manager Connection Broker Portal Access Manages Virtual Desktops Provisioning Session Management Desktop Manager Service Grid Backbone Manages Infrastructure Resource Manager Tenant Entitlement Capacity Management ©2012 Desktone, Inc. All rights reserved.
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How Desktone’s Virtual Desktops are Being Used
General Desktop Replacement Reduce management effort & TCO Seasonal & Contract Employees Improve data security & load changes Remote Offices/ Field Workers Centralize desktop management Special Desktop Needs Disaster Recovery Include desktops in DR plans Flexible configuration Mobile Employees Full desktop to any device ©2012 Desktone, Inc. All rights reserved. -- CONFIDENTIAL --
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What is a Tenant? A Tenant is a Service Provider’s customer
Dedicated Server for WinXP and Win7 Desktops Customizable User Portal + URL Customizable Admin Portal + URL Windows AD Domain Optional VPN Can have multiple: Gold Patterns Pools Pool Types
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Desktone Portals Service Center – Service Provider UI
Portal used by Service Providers to manage customers (tenants) Manage resources such as storage, ESX (VMWare) hosts and platform components Only Desktone or a Desktone Service Provider has access to this portal; Inforonics will not support this product Enterprise Center – Customer IT Admin UI Each Enterprise Customer (Tenant) has its own customizable Enterprise Center portal Mapping users to desktops Manage images and provision desktops Active Directory integration Customer IT department has access to Enterprise Center Desktop Portal – End User UI Every tenant has their own customizable end-user portal This is where the end-user goes to connect to their virtual desktop All end-users have access to this portal ©2012 Desktone, Inc. All rights reserved. | Confidential information of Desktone, Inc.
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Desktop Types Windows 7 – 64 and 32 bit Windows XP – 32 Bit
Linux Ubuntu – 64 Bit Windows Server 2008 R2 skinned as Windows 7
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How to Access the Virtual Desktop
Browser PC, Mac, Chrome Book, Linux, Thin Client Mobile Client iPad iPhone Android Desktone Application DaaS client for the PC
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How to Connect to the Virtual Desktop
Communication protocol that allow GUI applications to be run remotely on a virtual machine, while being displayed locally. RDP - Remote Display Protocol (Microsoft) VNC – Virtual Network Computing (Open Source) RGS - Remote Graphics Software (HP) HDX - High Definition eXperience (Citrix) NX – NoMachine (Linux) HTML5 – HyperText Markup Language 5 (Ericom) PCoIP – PC over IP (Teradici/VMWare) Desktone is protocol agnostic
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End-User Portal Demonstrations
Desktop Portal Demonstration Virtual Desktop Demonstration
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Enterprise Center Overview
Help Link Dashboard Configuration Domains Managing Users and Admins Branding Desktop Models Patterns and Image Management Browse Pools Create and Update Pools Mapping
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Terminology – Dashboard and Configurations
Provides an over view of registered users, desktops and utility servers Quick links to appropriate administrative functions Configurations Domains: allows you to add or update existing Windows AD Domains Managing Users and Admins: you can register or remove existing AD security groups Branding: allows you to use a stylesheet to configure logos, style and coloring to the Desktop Portal Desktop Models: you can view counts for desktops used and available by model and protocol
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Terminology – Imported Desktops and Patterns
Desktops imported into the platform (typically .OVA, .VMDK) Use the “Normal” desktop model Have DaaS Agent and protocol senders installed Converted into Gold Patterns Gold pattern Offline templates used to provision out desktops Quantity limited by Service Provider May be backed up Can be updated by “Resealing” Updates affect only newly provisioned desktops
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Terminology - Pool Pools
Collections of virtual desktops with similar hardware and configurations Created from Gold Pattern Static pools Permanent mapping of user to virtual desktop Persistent disk storage One user to one desktop mapping Dynamic pools Non-permanent mapping Persistent (default) or non-persistent disk storage User may get any desktop in pool
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Terminology Mapping Assigning users or groups to desktops or pools
Map groups to dynamic desktop pools Map users or groups to static desktops or pools Users may be mapped to more than one All mappings are listed in the Desktop Portal
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Enterprise Center Demo
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Prioritization and Escalation Process
Priority Definition Examples P1 Desktone product is not functioning in a production environment. Major Desktone software components crash or otherwise fail causing a severe impact on the customer’s business operations and affects a large percentage of end-users. All virtual desktops are down and not responding. My user’s virtual desktops keep freezing and they are not able to do their jobs. P2 One of the major functions or features of the Desktone system is failing. The Incident severely restricts the usability of the application in a production environment, but the application itself is running. Our virtual desktops are slow sometimes My users are having intermittent issues connecting to their virtual desktops Unable to expand pool P3 This priority is intended for routine Inquiries and for less severe product issues where the application is functioning albeit in a slightly diminished capacity. Usually only a small number of end-users are impacted or inconvenienced and workarounds are available. I am having problems sealing a gold pattern in the Enterprise Center Several of my users are having trouble with a protocol other than RDP I need help with a feature or function in Enterprise Center P4 This priority is intended for basic Inquiries, cosmetic problems or very minor product issues where the application is functioning albeit with some inconvenience. Usually only a small number of end-users are impacted and workarounds are available or a request for enhancement is submitted. One of my end-users is having problems connecting from their iPad; can you help? Some of my end-users are complaining that they cannot print to a certain printer I would like to add my logo to the end-user portal
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Support Tiers Definition
Level 1 Support: telephone and support in response to the initial inquiry placed by an End User regarding product operation or an incident requiring SP technical support with respect to the Software. Level 2 Support: Technical support provided by SP support engineers after Level 1 has been unable to address issue. In performing Level 2 Support, SP support personnel shall reproduce the Incident, characterize and analyze it, debug it and use commercially reasonable efforts to resolve it. Desktone Level 3 Support: If despite SP efforts, it is unable to resolve an issue after providing Level 1 and Level 2 Support then SP shall contact Desktone either in writing (which may be by or through the support portal) or by phone summarizing SP’s analysis of the issue and efforts taken to debug and/or resolve the issue. Upon receipt of such written report or call, Desktone shall provide Service Provider with “Level 3 Support”.
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How to Contact Desktone Support
Standard Hours of Operation for Desktone: 8:00 am ET to 8:00 pm ET (Boston), Monday through Friday, excluding Desktone holidays. Support: Support is available via Web Support: This site is available 24x7 and contains Desktone information including documentation, technical bulletins, patches, service packs, etc. Telephone Support: Telephone Support is available via or (international). The technical Support Hotline will be answered 24x7 but only issues identified as P1 issues will be escalated after hours.
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Self Service Portal Demonstration
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End-User Top Support Issues
Authentication to the end-user portal Problem connecting to their virtual desktop Issue with a peripheral such as a printer Issue with the protocol receiver Performance issues Issue using an end point such as an iPad
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Problem Connecting to the Virtual Desktop
Problem Definition: “Remote Desktop cannot connect for one of 3 reasons” Possible Causes: A) The firewall on the desktop is blocking RDP B) Network ports between the endpoint and desktop are blocked C) Remote connection to the desktop is disabled Possible Solutions: A) Disable the firewall or ensure that RDP can pass through it B) Open the required TCP ports ( , 3389) C) Enable remote connections on the desktop
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Issue with Peripherals
Problem Definition: Printers or other peripherals aren’t working correctly Possible Causes: Often times the device drivers must be installed on both the end point as well as the virtual desktop Possible Solutions: Install the device drivers on both the virtual desktop and the endpoint Try different protocols Consult the vendor for the peripheral
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Issue with the Protocol Receiver
Problem Definition: The file that downloads will not open or connect Possible Causes: A) The necessary protocol receiver hasn’t been installed B) The necessary ports aren’t open Possible Solutions: A) Instruct the user to follow the help pages on the Desktop Portal to download and install the appropriate protocol receiver. The connection file should be used only once and within 30 seconds of downloading B) Make sure the appropriate network ports are open for the protocol
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Performance Issues Problem Definition: Performance on the desktop has become sluggish and unusable Possible Causes: Antivirus, malware or IOPS intensive applications can slow and hinder performance Possible Solutions: Disable any background or on-access AV scans (Trend Micro is a common offender) Investigate for any malware or unnecessary background processes If software is IOPS heavy or CPU intensive, consult the software vendor for best practices in a virtual environment Increase hardware resources or upgrade the protocol
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End-Point Issues Problem Definition: Problems connecting with mobile devices Possible Causes: Users need the correct application installed and configured Possible Solutions: Install the endpoint appropriate DaaS Client iPads, iPhones, Android Phones, Android Tablets, Amazon Kindle Configure the client for the correct portal URL Install any other necessary software HDX receivers Android devices require Firefox
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Enterprise Center Top Support Issues
User Management Converting new Gold Patterns Gold Pattern Management Creating & Expanding Pools Dynamic vs. Static Desktops
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User Management Problem Definition: New users do not appear in EC UI
Possible Causes: A)Users haven’t been added to the right groups, or as explicit members of the group. B) The administrator isn’t looking in the right mappings area Possible Solutions: Confirm the registered user groups in the Configuration > Domains tab. In AD, verify that the user is an explicit member of one of the registered security groups Look for the user in the Mapping tab under Any Mappings or No Mappings Note: it can take up to 5 minutes for the users to appear in the Enterprise Center Restart dtServices
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Converting New Gold Patterns
Problem Definition: Gold Pattern Conversion Fails Possible Causes: A) Incorrect local administrator password B) Bad VMWare tools state or Bad Agent State Possible Solutions: A) Confirm the local administrator password with the Service Provider if needed B) Reboot the Reserved Desktop and wait a couple of minutes for services to come on line
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Gold Pattern Management
Problem Definition: Gold Pattern is Invalid Possible Causes: A) The pattern may have been powered on B) The pattern may need a new version of the DaaS agent installed Possible Solutions: 1. Browse to the pattern 2. Click on the reseal button 3. Power up the Desktop 4. Connect to it via RDP 5. Verify the DaaS Agent 6. Return to the reseal page, complete the forms and click update
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Creating & Expanding Pools
Problem Definition: Pool Expansion Fails Possible Causes: A) Invalid Gold Pattern B) A problem with the Domain Join Account C) A problem with sysprep Possible Solutions: A) Follow the Invalid Gold Pattern solution B) Verify and update the Domain Join Account C) Investigate software that was installed, look for known conflicts After following the appropriate resolution, set the desired count to the current count and re-expand
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Dynamic vs. Static Desktops
Problem Definition: Why choose Dynamic or Static? What are the implications? Discussion: Dynamic desktops are most commonly used in labs or kiosks: a user gets a random desktop every log in A user or group of users is mapped to a Dynamic pool Static desktops allow users to install additional software and to personalize A user or group of users can be mapped to a specific desktop or pool If mapping a group of users to a static pool, make sure that the group of users is equal to or smaller than the size of the pool Pushing Gold Pattern updates to a Dynamic pool is more seamless (swap out desktops)
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Troubleshooting Tools
Active Directory Tools Microsoft Active Directory Explorer Database scripts Log Download in Service Center Log Scripts Desktop Session Scripts Desktone Solution Articles Microsoft KB
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Questions
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Enabling Desktops as a Service®
Thank You Web: Blog: Enabling Desktops as a Service® ©2012 Desktone, Inc. All rights reserved. | Confidential information of Desktone, Inc.
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