DisplayBoard Support - Device Recovery

September 23, 2020 17:18

1. Call your CSM prior to beginning the device recovery process to let them know you are about to start.

2. This process will take approximately 20-30 minutes.

3. Please review the entire guide before starting.

1. Recovery
Purpose: Recover the device operating system on the ER Express Displayboard device. This is the 1st of 4 steps (1/4) to fully restoring the DisplayBoard device. The entire recovery process will take approximately 20-30 minutes.
Materials Needed: - Displayboard Device with the missing/damaged Operating System (Chromebit w/HDMI) and the included AC power adapter; - Monitor or TV with HDMI input; - Recovery USB (Provided by ER Express)
Step-by-Step
Step 1: Plug the Chromebit into the HDMI slot of a TV or Monitor. Power the Chromebit with the included AC Adapter. You should see the following screen. If the HDMI port is difficult to access due to height or lack of clearance, you can always unplug the Chromebit, takes it to any TV screen with an HDMI port, run this process, and then when complete bring it back to the display board. However, plugging into an actual computing device like a laptop will NOT work.

Step 2: Plug the provided USB into the Chromebit. The device will reboot and display the following screen. This process will take 2-4 minutes.

Step 3: The Chromebit will begin the recovery process. This process can take 5-15 minutes.

Step 4: When the process has completed, as indicated in the image below, you can then remove the USB device from the Chromebit. This will trigger the Chromebit to automatically restart.

2. Enrollment

Purpose: To enroll the Displayboard device (Chromebit) into the ER Express Device Management platform. This is the 2nd of 4 steps (2/4) to fully restoring the DisplayBoard device.
Materials Needed: - Displayboard Device (Chromebit w/HDMI), powered and connected to a screen; - Keyboard (USB or Bluetooth); - Wifi Access; - ER Express provided credentials
Step-by-Step
Step 1: Connect the keyboard to the Chromebit then connect the device to the WiFi network.

Step 2: After connecting to Wifi the device will be on the Sign-in screen. While on this screen type the following keys together: Control + ALT + "E". This will trigger the Enterprise Enrollment screen.

Important!

Make sure you do NOT sign into the device at this step. When you see the sign-in screen, click "Ctrl-Alt-E" to enter Enterprise Enrollment.

Step 3: Confirm the screen contains the words "Enterprise Enrollment." If login is attempted on an incorrect screen, the Displayboard Restore process will have to be repeated from step 1 of 4.

Enter the ER Express provided credentials on the "Enterprise Enrollment" fields.

Step 4: Following the Enterprise Enrollment process, the screen will contain a green "K." Shortly thereafter, the device will restart automatically.

Step 5: Once the device restarts and you see the green "K." Type the following keys together: Control + ALT + S to return to the Sign-in page.

Purpose: The restored and enrolled device is now ready to receive updates. This is the 3rd of 4 steps (3/4) to fully restoring the DisplayBoard device.
Materials Needed: Displayboard Device (Chromebit w/HDMI), powered and connected to a screen; - Keyboard (USB or Bluetooth); - Wifi Access; - ER Express provided credentials
Step-by-Step
Step 1: On the Sign-in screen, enter the provided ER Express credentials using the "Setup@erexpress.com" credential set.

Step 2: After login - navigate to the following menu item: Settings > About Chrome OS > Check for Updates

Settings Navigation; Settings Icon; About Chrome OS

Check for Updates

Restart Device

Step 3: Confirm the update process and allow the updates to download and install.

Step 4: After the completion of the software update process, restart the device.

Please call your Customer Success Manager or our support line at this time. The support number is (678) 329-9966.

4. Policy
Purpose: The final step of the Device Recovery process will install your facility-specific settings onto the Chromebit device. This is the 4th of 4 steps (4/4) to fully restoring the DisplayBoard device.
Materials Needed: Displayboard Device (Chromebit w/HDMI), powered and connected to a screen; - Keyboard (USB or Bluetooth); - Wifi Access; - ER Express provided credentials
Step-by-Step
Step 1: Start with the Chromebit powered off. Plug the AC Adapter into the Chromebit and immediately press the following key sequence repeatedly (Control + ALT + S) until you are brought into the sign-in page.; Start-up Page

Sign-in Page

Step 2: Contact your Customer Success Manager to begin this part of the process. Sign in with the ER Express provided credentials.

Step 3: When instructed by your CSM, click the Chrome Icon and type the following in the search bar "Chrome://Policy". You should see the following screen.

Step 4: On the Policy page, click "Reload Policy." Confirm that the last policy update occured within the last 1 minute.

Step 5: De-power the device for 5 seconds then re-power the device to restart.