WAITING ROOM NETWORK Service and Configuration Instructions

Page 1 Call the Field Service Support Desk @ 1-877-233-9114 Version 4.1

Confidential – Property of SARCOM, Inc.

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WAITING ROOM NETWORK

Service and Configuration Instructions

SARCOM 10300 ALLIANCE ROAD

SUITE 300

CINCINNATI, OH 45242



Table of Contents

Contacts list ……………………………………………………………………………. Page 3

Required Tools ……………….………………………………………………………… Page 4

General system configuration and layout …………………………………………………Page 5

Stealth Configuration ……………………………………………………………………. Page 6

CPU mounting diagram ………………………………………………………………… Page 6

Multiple monitor diagram ………………………………………………………………. Page 7

Service Instructions ……………………………………………………………………… Page 8

Step 1. Troubleshooting hardware configuration ………………………... Page 8

Step 2. Bios Configuration ……………………..………………………... Page 8

Step 3. Re-imaging the player …………………. ………………………... Page 9

Step 4. Software Configuration ……………………….............................. Page 10

Step 5. Enter site-specific configuration information into set-up screen … Page 10

Step 6. Verify ISP connectivity …..……………………………………… Page 10

Step 7. Download initial files to PC ……………………………………… Page 13

Step 8. Final Site Review ………………………………………………... Page 13

Flash Drive Updating and Maintenance …………………………………………………...Page 16

IBM Computer Diagnostic Procedures ……..……………………………………………. Page 16

Service Troubleshooting Procedures ……………………………………………...……... Page 17

Aopen 965 Dual Display Software Setup ………………………………………………....Page 20



Contacts

If problems occur, while onsite and during SARCOM Field Service Support Desk

hours (8am-7pm EST), contact one of the following:

Field Service Support Engineers - 877-233-9114

Doug Cooper 513-842-3511 [email protected]

Jesse Talmage 513-842-3568 [email protected]

Tara Pittman 513-842-3532 [email protected]

Hardware Administration & Returns

Kevin Hagan 614-854-1054 [email protected]

Technical Lead

David Cable 513-842-3569 [email protected]

Program Manager

Christina Bullock 513-842-3539 [email protected]

Toll Free Help Desk 877-223-9114

Main Office Number 513-842-3500

Fax 513-842-3574

Fax (Alternate) 513-842-3501



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NETKEY SERVICE AND CONFIGURATION INSTRUCTIONS

Please read each step carefully:

These instructions have been created to assist the service provider with the service and installation of the Healthy

Advice Networks©

Waiting Room Network.

Prior to arrival on-site: It is required that the engineer read this document in its entirety prior to the scheduled date of the install/service call.

Plan your trip to arrive at the site at the appointed time. You must call the Field Service Support Desk if you are

running ahead or behind schedule.

Dress code: Business Casual – No jeans, shorts, sandals. Polo shirt and slacks are acceptable.

Upon arrival on-site: Notify the site Point of Contact (POC) /Office Manager and Healthy Advice Networks

© Field Service Support Desk

when you first arrive on site, introduce yourself as a representative of Healthy Advice Networks.

Tools you will need for the Healthy Advice Networks© system installation:

Required Tools:

THESE INSTRUCTIONS!!

Healthy Advice Networks Re-imaging Drive updated with the current month’s content (Contact the Tech

Support Desk @ 1-877-223-9114 if you do not have this drive beforehand)

USB Keyboard and Mouse

Phillips Screwdriver, #2, 4 & 6 inch blade

Flat Blade Screwdriver, 4 & 6 inch blade

Level, Torpedo and/or 2 foot

Modular plug crimper and plugs – crimp ends on new modem line at fax and PC ends

Scissors or Wire cutters

Nut driver, deep well 3/8” or deep well 3/8” socket with 8” extension and ratchet

3/32” allen wrench

Torx wrenches – some screws to cover panel require a Torx wrench – sizes T-15 & T-20, newer models of

the cover panel are held in place with Phillips head screws.

An articulated ladder (as pictured below) is recommended but a six to eight foot step ladder is acceptable



Photograph 1 – Articulated ladder

Electric or cordless drill w/ assorted bits and drills – capable of penetrating masonry walls, metal or wood

studs and drywall

Packing tape

Masking tape

Black electrical tape

Stud finder, for wood or metal studs; used to avoid studs when installing an enclosure or 19” LCD monitor

and to find a stud when installing a 26” or larger LCD monitor.

Analog Phone - test new modem line and Line Sharing device

Safety glasses or protective eyewear

Whisk broom and dust pan

Small CRT or LCD monitor

Optional Tools / Equipment:

Extra batteries (or charger) for cordless drill(s)

Battery Operated Screwdriver or Drill – drill pilot holes for wall fasteners and turn screws

Drill Bits – drill pilot holes for wall fasteners

Cable Stapler & staples – staple fax/modem cable to baseboard or doorway if necessary (this must be

approved by the site Point of Contact and the Field Service Support Desk)

Analog line (modem saver) tester

Laptop computer with modem

Drop cloth, plastic or canvas

Wireless Keyboard and Mouse

Portable Vacuum cleaner

Fish tape

Note:

A cordless screwdriver/drill is not required, but is highly recommended. Manual turning of fasteners and

screws will take a toll on wrists.

A laptop, an analog phone, or a modem saver can be used to test all the phone lines installed.

General system configuration and layout



NOTE: Stealth is typically located in the general vicinity of the office fax system.

CPU Mounting Diagram

Floppy Disk

Drive (new

models don’t

have FDD’s)



Illustration 1 – CPU Mounting Orientation

Multiple Monitor Installation (Hardwired)

CPU Mounting Orientation (facing the unit mounted on the wall).

Correct mounting of unit is critical to proper

thermal operation.

AC Power

Input

CD-ROM/DVD

Drive

CPU





To begin:

A typical service call will involve either the replacement of defective equipment or the troubleshooting of the system

to restore it to connectivity. Please confirm with the support team whether a reimage of the CPU is necessary

on the visit.

Step 1 -- Troubleshooting hardware configuration Verify that the surge protector is plugged into an outlet with power.

Verify that the outlet is not switched

Verify that the CPU, monitor, and central A/V splitter (multiple monitor installations only) are plugged into

surge protector.

Verify the phone line is connected to the CPU

Verify the phone line from the wall is plugged into the line port of the Stealth

Verify the phone line from the fax machine is plugged into Port 1 of the Stealth

Verify the phone line from the CPU is plugged into Port 3 of the Stealth

If all units are connected to a working power outlet, is the monitor turned on? Power indicator LED should

be green/blue for on or yellow/orange for standby.

Is the CPU turned on? Power indicator LED should be green.

Verify that the Stealth (line sharing device) is plugged into an outlet and the outlet has power. Power

indicator LED should be red.

If the answer to all the above questions is yes, go to Step 2.

Step 2 – BIOS Configuration

Power up the PC and go into the system’s BIOS by pressing F1 upon boot-up. Confirm that the internal

clock displays the correct date and time (pay attention to AM & PM settings).

Confirm that the computer is set to boot without a keyboard. “Keyboardless Operation” is “Enabled” on

startup menu.

Photograph 1 – Keyboardless Operation set to [Enabled]



Confirm that the computer is set to automatically power on if the electrical supply is disrupted by selecting

the “Power” settings and verifying that the BIOS is set to “After Power Loss” – “Power On”.

Photograph 2 After Power Loss set to [Power On]

Press F10 to save all settings and reboot the computer.

Photograph 3 – Save configuration changes and exit

Step 3 – Re-imaging the player Using the Flash Drive To use the flash drive for imaging field units, please follow these instructions:

1) Plug the flash drive into one of the available USB ports on the CPU (preferably USB 2.0)

2) Configure the BIOS settings according to the CPU model you are working on (See USB BIOS Boot

Settings below) and save the configuration. Reboot the system and it should boot from the flash drive

3) Follow the on screen prompts to image the system

4) After the image is completed, you will be required to press any key to reboot the system. When pressing

any key, please remove the flash drive prior to the system booting so that it will not boot from the flash

drive.

5) After all hardware driver installations are complete, reboot system.

6) After Windows loads, plug the flash drive back into any available USB port on the CPU

7) When Auto-run window opens, select Open Folder to View Files. A window should then appear that

shows all the files on the flash drive.

8) Double-click ImageUpdate.vbs to start the image updater.



The image updater should run for no longer than 10 minutes. If you receive any errors while running the image

updater, please contact the Field Service Support desk at 1-877-233-9114. When the updater is completed, you may

proceed with normal system configuration and setup.

USB BIOS Boot Settings

To access the Startup Settings on all IBM/Lenovo systems:

1) Press F1 during POST to enter BIOS

2) Using the arrow keys, highlight startup located at the top of the screen.

3) Press Enter

4) Highlight Startup Sequence

5) Press Enter

Model Specific Settings

Some models require specific settings. They are as follows:

8183-XXX, 8303-XXX

Use these configurations in the boot order:

1) CD/DVD-ROM

2) Hard Disk 1

3) Hard Disk 0

4) Disabled

6072-AK3, 8088-W8C

Follow these instructions to configure the boot order:

1) Highlight USB HDD under “Excluded from boot order”

2) Press “x” to include it in the boot order

3) Press “+” to move it up in the list

The boot order should be shown as:

1) Diskette Drive A

2) USB FCD

3) USB Key

4) USB LS120

5) USB HDD

6) IDE HDD

7) IDE CD

8) PCI BEV

8215-VVH, 8171-V7Y

Default boot settings will work.

6395-29U


1) Highlight USB HDD under “Excluded from boot order”

2) Press “x” to include it in the boot order

3) Press “+” to move it up in the list

The boot order should be as listed below:

1) USB FCD

2) USB Key



3) USB LS120

4) USB HDD

5) IDE HDD

6) IDE CD

7) PCI BEV

8) Nothing (Disabled)

Aopen i945, i965

The USB Drive must be plugged in to configure these systems

To access the startup sequence on Aopen systems:

1) Press Delete during POST to enter BIOS

2) Highlight “Advanced BIOS Features”

3) Press Enter

4) Highlight “Hard Disk Priority”

5) Press enter


Use the “+” and “-“ keys to adjust the values to the order listed:

1) USB-HDD0

2) CH2 M

Step 4 – Software Configuration (NOTE: While configuring the Netkey Player software remember; PLEASE

be patient throughout this process. Some of the steps involved are time consuming).

When the operating system is started for the first time after the re-image, the computer will open the

“Healthy Advice Networks© Primary Care – admin area”. Minimize the screen.

If the system asks for a driver upon the first boot-up, Make sure the “Install the software automatically

(Recommended)” option is selected and click “Next (if you have difficulty finding the correct driver contact

the Field Service Support Desk). If prompted to reboot select “No”.

After all hardware drivers are installed please reboot the computer, when the operating system is started

again you should see the “Healthy Advice Networks© Primary Care – admin area”.



Step 5 - Enter site-specific configuration information into set-up screen Change computer name.

Enter computer name as found on Trend Report/Dispatch.

Click Change Computer Name button.

Re-enter computer name to verify name is correct.

System will now re-boot automatically, please wait.

Enter ISP username, password and ISP phone number(s) as found on Trend Report/Dispatch in the

appropriate fields on the screen

Click on Apply ISP Settings button

Step 6 - Verify ISP connectivity Click on Verify ISP Settings button

System will now dial out and attempt to connect to the local Earthlink account

If the connection is successful the screen will appears as below in screen shot #2

If the attempt to connect fails (see screen shot #3 below) verify that you have correctly entered the ISP

username, password and ISP phone number(s) as found on Trend Report/Dispatch

Verify that the site phone system does not require any special access codes to reach an outside line (such as 9

or any other code)

Once confirmed, click on Verify ISP Settings button

If the system fails to connect again, please review the troubleshooting steps on page 17. If you are still

unable to connect, contact the Field Service Support Desk for assistance troubleshooting the failure

Connected successfully



Failed to Connect

Step 7 – Download initial files to PC Click on the Install Netkey button

This will begin the software installation process (be patient, this will take a few minutes and the system my

appear to be inactive)

Screen shot #4

Upon completion of Netkey software configuration the system will automatically re-boot, please wait

Upon re-boot the Netkey Installer will display and the download process will begin



Screen shot #5

Screen shot #6

Important! If you do not see this screen (Screenshot #5) you are NOT connected to the internet, please

contact the Field Service Support Desk for assistance troubleshooting the failure

Depending on connection speeds, this process will take 3 – 6 minutes to complete

The process will populate this screen with text (install commands)

When completed, the system will automatically re-boot

Upon re-boot the Kiosk Installation Monitor screen (Screenshot #6) will appear displaying download and

installation progress.

Depending on connection speeds, this process will take 3 – 6 minutes to complete and begins at 52% (some

files are pre-loaded onto the system at integration)

The download process is now complete, the system will automatically re-boot

Upon re-start the initial loop will play automatically

The system will reboot and the Netkey Creator will start.

The “OffHoursBlackScreen” interface will run.

Netkey Creator connects to the “hannetkey.com” Netkey Manager server (a white box will appear on the

screen).

The Netkey Manager server will install Manager Client software on the player.

The system will reboot and the “AKMSched.exe” program will start. After a few seconds, the Kiosk Install

Monitor will start.



When the download reaches 100%, the system will self-configure the production, time zone, time and

volume settings. The system will reboot.

The system will load Windows; Netkey Creator will begin playing the full-screen, temporary sample loop.

Over the next 5 minutes you should see a slide indicating the sound test is about to play several times .

Please have the point of contact stand in front of the screen and adjust the sound volume on the monitor to

the appropriate level.

Important! If you missed the automatic sound test you can restart it by breaking the loop (F6) and clicking

the Sound Test link at the top of the start menu. The volume must be set with the point of contact present.

Screenshot #7

Step 8 -- Final Site Review(s)

Verify that the monitor volume works (Volume is at MAX).

Check that the power button is locked out

o For 19” models:

Press 1 ( ) and down arrow (▼) buttons simultaneously for 10 seconds

o For 27” models:

Press MENU and up arrow (▲) buttons simultaneously for 10 seconds

Verify fax machine test results with the POC.

o If necessary, create a test fax with Site ID, the word “TEST”, return fax to (site fax number)

o Send the test fax to the Healthy Advice Network©

Field Service Support Desk at 513-842-3574.

Confirm that all other devices sharing the fax lines are working as well.

It is critical that you do not leave until you have confirmed this!!! Payment of services may be interrupted

if the devices fail to work properly.

Fill out the Service Checklist completely.

o Answer all questions, document the equipment serial numbers and check all appropriate boxes

o Model and serial numbers for the computer and monitor(s) must be listed on the Service Checklist.

o Get the initials and signature of the POC and fax the checklist to 513-842-3574 before leaving.

Call the Healthy Advice Network©

Field Service Support Desk at 1-877-233-9114 to confirm:

o That the service call is complete

o The Netkey Manager client has successfully downloaded the appropriate files

o A test fax has been sent and received.

Note: This is to reassure the POC that the Stealth device will not interfere with incoming and outgoing faxes.

Unplug the keyboard and mouse from the computer.

o Give the mouse and keyboard supplied with the installation to the POC.

o Remind the office contact that the keyboard and mouse is required for future service call.

Once all communication devices are verified and functioning properly, re-install the enclosure cover panel.

Note: All equipment must go into the enclosure (CPU, surge suppressor, all cables, and for two monitor

installations, the wired central video splitter; do not put the wireless video splitters in the enclosure). Use

1



caution not to block CPU vents with any device when closing enclosure. While attaching the case, take care

not to unplug any cords or turn any devices off.

Clean and sweep the area. Please leave the site in a better condition than you found it in!!!!

Verify that the area is clean and professional looking before you leave.

Updating the Flash Drive

Near the start of every month, new content will be available for download for your flash drive. Generally, an email

will be sent out to inform you of updates to flash drive content. At that time, you are able to update your flash drive

for that month. To update your flash drive, please follow these instructions:

1) Plug the flash drive into any available USB port (preferably USB 2.0) on your computer

2) When the Auto-run window opens, select Open Folder to View Files.

a. If the Auto-run window does not open, open the flash drive by going to My Computer, and

double-clicking on the flash drive listed there.

3) Double-click UpdateFlashDrive.vbs to start the updater. If you are prompted or the Firewall to Allow or

Deny, click Allow.

The update speed depends on your connection speed, please be patient. If you receive any errors during the update,

please contact the Field Service Support team at 1-877-233-9114.

IBM Computer Diagnostic Procedures:

Whenever a hardware component from within the IBM computer has failed, and the Field Service Support Desk asks

to perform a diagnosis for confirmation, insert the dual-bootable image CDs into the HAN system’s floppy drive and

select option2 when prompted upon startup

Allow the diagnostic utility to load the following:

1) PC DOS

2) Unpacking diagnostics

3) Loading the IBM Diagnostics Utility

When the IBM Diagnostic Utility is finished loading, a Menu bar will appear with

Diagnostics Interactive Test Hardware Info Utility Quit F1=Help

In the Diagnostic sub-menu, select Run Quick Test and press Enter (this takes up to 30 minutes).

Call the Field Service Support Desk with any information the diagnostic utility provides.

Write down the error code or message in the checklist table.



Service Troubleshooting Procedures

No dial tone when attempting ISP verify

Verify that the phone line running to the CPU has dial tone.

Verify that the phone lines to the stealth are connected correctly (see page 6) and that the stealth is

powered on (red indicator light is on solid).

Verify that the phone jack that the stealth is connected to has a dial tone and is operating correctly.

Verify port 3 on the stealth has dial tone.

Dial tone to CPU but ISP will not verify

Confirm that the phone line is not being used by another device (fax, credit card machine, etc.).

Verify that ISP username is properly filled out according to the site specific ID and program code (for

example: [email protected])

Verify that the ISP password is properly filled out according to the site specific ID (for example:

1234567)

Verify that the ISP phone numbers are correctly entered with no extra characters. Confirm with the

location staff that a 9, for outside line, or 10 digit dialing is necessary at the location you are working.

Furthermore, swap the primary and secondary phone numbers, apply, then verify the ISP settings

again.

Verify connect and disconnect hours are listed as 00 and that the settings are applied before verified.

Contact the Field Service Support Team to verify that the ISP phone numbers are current and the

Earthlink account is active. Be sure to include information regarding any phone system changes that

may have occurred at the location.

System unresponsive during Netkey installation

Note: Upon restart after pressing the “Install Netkey” button, the display will sit at a black screen. The length of this

black screen will vary, but should not last longer than twenty minutes.

If the black screen lasts more than twenty minutes, press F6 and enter “netkey” (without quotation

marks) as the password. Open the start menu, click “Configure Netkey” where you can then restart

the Netkey install process.

If you feel at any time that the system is not connecting properly during the black screen, locate the

stealth on site. The light of the stealth should be blinking. The number of blinks in between each

pause indicates the port that is currently using the line (see stealth configuration on page 6).

If the system completes the Netkey Installation, but reboots to a black screen, press F6 and enter

“netkey” (without quotation marks) as the password. Check the system date and time and make sure

it is correct.

If the system is unresponsive during the Kiosk Installation Monitor screen (see screenshot #6 on page

14) please reboot the system. If the system does not dial out and continue with the download, contact

the Field Service Support Team.

If a white screen appears with the error message “Installation Failed” please immediately contact the

Field Service Support Team.



System is not playing sound

Note: The WRN Installation Loop does not have audio in every slide. The beginning portion of the loop will repeat

“You’re watching Healthy Advice Networks” for approximately the first ten minutes after the Netkey install. If this

time period is missed for testing, you can break the WRN loop by pressing F6 and typing “netkey” (without the

quotation marks) as the password. Proceed to the Sound Test link near the top of the start menu.

Confirm that the volume on the display is turned up

Verify that the 3.5mm audio cable does not have any breaks or is frayed.

Verify that the 3.5mm audio cable is running from the green audio output jack on the back of the CPU

to the green audio input jack on the display.

Display is not showing content

Verify that the VGA cable is secured on the back of the display and CPU. Tighten the locking screws

on the cable.

Confirm that the display is powered on. A green or blue LED light will be on the front of the display

when powered on. When powered off the light will be red or orange.

Confirm that the display input is set for VGA. Press the “Enter” button on the top of the display, then

use the Channel UP and Channel DOWN buttons to cycle through the input until you reach VGA.

Then press “Enter” again.

If the content is playing but off-center, press the “Menu” button on the top of the display, then

“Enter” to select video, and “Enter” again to select the Auto Adjust option.

It is possible that the system is playing its off-hours black screen. Attempt to exit it by pressing F6

and enter the password “netkey” (without quotation marks). If this takes you back to the system

desktop, check the date and time and make sure they are correct.

How to setup Aopen 965 for dual VGA output

Close Netkey player and/or minimize all windows.

Bring up Start Bar and locate the square blue Intel Graphics Controller icon in the system tray at the

bottom right of the screen. Typically located next to the VNC application icon.

Left Click on the icon and select Settings.

If there is only one VGA cable connected there will only be one device and will be set as primary.



Connecting the second VGA cable to the remote display will allow the graphics controller to set a

secondary device.

Once both devices are shown, select Intel® Dual Display Clone in the Operating mode drop down

menu as shown below.



Once Intel Dual Display Clone is set, click Apply, then OK.

Reset the CPU to verify that the display is showing one image on both displays.

WAITING ROOM NETWORK Service and Configuration Instructions

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