1. Desktone SP Support Training Desktone Services, Support & Operations
Enabling Desktops as a Service®
©2012 Desktone, Inc. All rights reserved.

2. 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

3. 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.

4. 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.

5. 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.

6. 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.

7. 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 --

8. 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

9. 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.

10. Desktop Types Windows 7 – 64 and 32 bit Windows XP – 32 Bit
Linux Ubuntu – 64 Bit
Windows Server 2008 R2 skinned as Windows 7

11. 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

12. 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

13. End-User Portal Demonstrations
Desktop Portal Demonstration
Virtual Desktop Demonstration

14. 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

15. 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

16. 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

17. 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

18. 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

19. Enterprise Center Demo

20. 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

21. 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”.

22. 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.

23. Self Service Portal Demonstration

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

30. Enterprise Center Top Support Issues
User Management
Converting new Gold Patterns
Gold Pattern Management
Creating & Expanding Pools
Dynamic vs. Static Desktops

31. 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

32. 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

33. 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

34. 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

35. 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)

36. 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

37. Questions

38. 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.