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System Refresh Guide

System Refresh Guide

Owned by Scott Gallagher
Last updated: Dec 10, 2024
3 min read

Purpose

This document provides a structured guide for completing system refreshes, ensuring data integrity, application consistency, and a smooth transition for users. The process is divided into three main sections: Pre-System Refresh, Image and Setup, and User Consultation and Confirmation. If the older system is being retired, it will follow the Surplus process.

Pre-System Refresh Process

Initial Communication with User

Begin by sending an email to the user to confirm their data backup and collect a list of necessary applications and printers. This ensures that all essential tools are available after the refresh.

Email Template:

Subject: System Refresh Preparation

Hi [Name],

I hope you’re doing well. As part of the upcoming system refresh for your computer, there are a few steps we need to complete to ensure a smooth transition:

  • Data Backup: Please confirm that your important files are backed up to OneDrive, Ceph Share, or SharePoint, depending on your storage needs. If you need assistance with this, let me know, and I’d be happy to help.

  • Application List: Could you provide a list of any applications you’ll need reinstalled on your new system? This will allow us to ensure you have the necessary tools available once the refresh is complete.

  • Printer Setup: Are there specific printers you need access to on the new system? If so, please let me know the printer names or locations, and I’ll make sure they’re configured during setup.

Once these steps are taken care of, we’ll be ready to proceed with the refresh. If you have any questions or need further assistance, feel free to reach out.

Thanks,

(Your Name)

Data Backup Verification

Confirm with the user that their data is backed up to OneDrive, Ceph Share, or SharePoint. If necessary, assist the user to complete the backup process.

Application Inventory

Review the list of required applications provided by the user to ensure access and availability for reinstallation after the refresh. This step ensures the user will have the necessary tools.

Drive Removal and Storage (Windows Only)

For Windows devices, remove the user’s drive and securely store it for 30 days as a precautionary measure for potential data recovery. This step is not communicated to the user. After 30 days, securely wipe the drive following data security protocols.

Image and Setup Process

System Reimaging

Reimage the device according to the standard imaging process for the relevant operating system:

Windows

@Carson Henrich can you fill this out?

MacOS

  1. Ensure the device has been wiped

  2. Ensure the device is connected to power and wired internet.

  3. Enter MacOS Recovery Menu making sure to use the correct shortcut for the version of MacOS you will want to install.

  4. Select the option that reads “Install macOS [VERSION]” where “[VERSION]” is the version you intend to install and click Continue

  5. Click Continue on the page with the Version’s logo and then Agree to the Software License Agreement

There is a known issue with installing MacOS High Sierra where after clicking continue you will receive an error ‘The recovery server could not be contacted.’ If this occurs you will need to change the URL that is being contacted for recovery. The process is detailed in this video.

  1. Select the main drive partition which should be named “Macintosh HD” and click Continue

  2. Wait for the device to install MacOS

  3. If necessary go through the device setup

Application and Printer Installation

Install all necessary applications based on the user’s list. Configure any specified printers and test their functionality to ensure they are ready for use.

Office Account Management

Assist the user in accessing their Office 365 account on the new device:

  • Guide them to https://portal.office.com to log in.

  • Verify they can successfully authenticate with Multi-Factor Authentication (MFA), which is likely already set up.

Ensure the user has access to Office 365 services, such as Outlook, OneDrive, and Teams.

User Consultation and Confirmation

User Setup Coordination

Coordinate with the user to schedule a time for final setup and system configuration. This ensures you have their availability to complete any remaining setup tasks.

Final Setup and Verification

During the scheduled setup time, log the user into their Office account and confirm that all applications, printers, and data are restored and operational. Review their setup to ensure they have access to all essential files and tools.

User Confirmation and Sign-Off

Request final approval from the user, confirming they are satisfied with the setup and have access to everything needed. Address any remaining questions or adjustments, ensuring the user is fully ready to resume work.

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