Please Read This First

Windows 10 Phase 3 Train-the-Trainer,
HP Training

Additional note, August 2015

PLEASE READ THIS FIRST:

An essential change in the language for describing HP products and Windows 10 needs to be observed. When describing HP devices that can be upgraded to Windows 10, do not state that a device is compatible with Windows 10. Instead, state that the device "...can be upgraded to Windows 10."

The term "compatible with" has been used widely in this training and elsewhere, but HP needs to comply with Microsoft's preferred language, so please remember to make sure to always use this wording "...can be upgraded to Windows 10."

Changes since course release on 18 June 2015

Original Slide # / Slide # in latest version / Slide Title / Change
9 / - / Scope of Support: EMEA / Removed.
10 / - / Scope of Support: NA / Removed.
11 / - / Scope of Support: APJ / Removed.
108 / 105 / Activating Windows 10 on HP products: Servicing a product upgraded to Windows 10 - In Warranty (excluding system board replacement) / Rewritten.
Rewritten to clarify that customers who have upgraded to Win10 will be responsible for re-upgrading their PCs after a service event where the original OS is restored.
109 / - / Activating Windows 10 on HP products: Servicing a product upgraded to Windows 10 - Windows 7 products and Out of Warranty customers / Removed.
- / 119 / HP Software in a Windows 10 environment- HPSA Windows 10 Upgrade notice / New slide.
Includes info on HPSA pre-upgrade pop-up.
- / 120 / HP Software in a Windows 10 environment - HPSA Windows 10 Upgrade notice / New slide.
Includes info on HPSA pre-upgrade notice.
125 / 123 / Review: OS recovery types / ·  Removed minimized image recovery from table of recovery types.
·  Added to Notes page: Note: There is no Minimized image Recovery support in Windows 10.
·  Removed sentence “It does not delete or recreate the recovery partition, or delete or recreate user created partitions.” From description of system recovery.
133 / 131 / Go back process (1 of 5) / ·  Replaced image of starting Go back with one sent by Rogner.
139 / 137 / Other ways of returning to the original OS / ·  Added to Notes page: Note: If a customer originally had Windows 8 on their system and upgraded to Windows 8.1 before subsequently upgrading to Windows 10, they will not be able to use HP Recovery Manager to recover their system back to factory default (due to a problem with the HP_Recovery partition after upgrading from Windows 8 to Windows 8.1). In this case, the customer can only recover back to factory default if they had created their own Windows 8 recovery disks before upgrading from Windows 8 to Windows 8.1. If the customer did not create their own recovery media, they will have to call HP Support to get the original recovery media for their unit.
142 / 140 / Windows Push-button reset (PBR) (1 of 2) for Windows 8/8.1 / ·  Changed to “Remove everything performs a “clean” install; removing everything from the primary HDD and reinstalling the OS to the Windows 10 OOBE (Out of Box Experience).
·  Removed sub-bullets from description of Remove everything
o  If HP_Recovery partition is intact, it recovers to the Windows 8 HP factory image.
o  If HP_Recovery partition has been removed, it recovers to Windows 10 OOBE (Out of Box Experience).
-- / 146 (added new) / Problem: MS PBR Recovery / ·  Added information on “HW Dependent Features: Recovery MS PBR” from file “Win10 update Support Update -20150625.pptx”.
·  Did a bit of reformatting and rewriting.
·  Added Agent workflow to Notes page in advance of publication of formal documentation.
-- / 147 (added new) / Creating Windows 10 recovery media / ·  Added slide as a refresher for agents to instruct customers how to create their own recovery media using native OS media creator.
·  Added to Notes page
o  Microsoft create media does not use the HP recovery partition.
o  Customers can create as many USB recovery drives as they want.
·  Included on Notes page: Important note: Agents should explain to customers that the recovery image will be based on what’s in the Windows Update (WU) server for the customer’s computer, so the recovery image will not include anything that the customer has installed outside of WU.
149 / 149 / Review: HP_Recovery partition / ·  Removed “and they should create a Windows recovery disk after upgrading.” From NOTE: IMPORTANT: Customers should create their own recovery media before upgrading. and they should create a Windows recovery disk after upgrading.”
150 / 150 / HP Windows 10 Upgraded recovery solution / ·  Removed reference to minimized image recovery under HPRM.
153 / 153 / Recovery options by HP platform / ·  Updated content based on new information
·  Added to Notes page only:
Cloud recovery
HP is currently working on a worldwide cloud recovery solution for all products (ETA mid-2016). Do not make any commitment to customers in this regard; but you may mention that it is under development.
155 / 155 / HP Recovery Manager by image type / ·  Added highlight boxes to images of recovery options by image type to compare HPRE (standard images) with Win RE (compact/slim).
159 / 159 / Review: recovery functions / ·  Changed description of reinstall drivers/apps from “Reinstalls drivers and HP software applications from the HP factory image” to ”Reinstalls device drivers and HP software applications from C:\SWSetup.”
·  Changed description of HP Recovery Environment to differentiate between image types: “Reboots the computer into the F11 HP Recovery Environment (HPRE) on HP standard images. In HP compact and slim OS images, the HPRE option is changed to the Windows Recovery Environment (Win RE), which reboots the computer into Win RE.
·  Added Instructor note: Remind that compact and slim images do not have the HP Recovery Environment.
161 / 161 / Recovery functions by image type / Added to Notes:
·  Customers can create their own recovery media using the Microsoft Recovery Drive Creation utility (native OS functionality) and HP Recovery Manager (on standard images that support the HP_Recovery partition.)
·  If the recovery media is created from HP Recovery Manager (on a standard image) , the recovery image can recover the OS to the factory condition.
·  If the recovery media is created from the Microsoft Recovery Driver creation utility, the recovery image will recover Windows 10 to the previous status before any critical update. For example , if the user had downloaded the MS Windows 10 November Update and then created the recovery media from Microsoft Recovery Drive creation utility within 31 days, the OS status in the recovery image will be theprevious status before the MS November update. If the user created the recovery media after 31 days, the OS status in the recovery image will include the MS November Update.
·  The Create RecoveryMedia function will use the native Windows 10 OS functionality for slim and compact images, whereas standard images will spawn the HP Recovery Manager create media functionality. For Compact and Slim images, the user can only use MS PBR and MS PBRU (MS Push Button Recovery Utility) created from the MS Recovery Driver Creation Utility.
165 / 165 / HP Windows 10 recovery media / ·  Changed recovery media support description for Windows 8.1 WIMBoot to: “HP Recovery Media is not supported for WIMBoot. Windows PBR supports driver recovery.”
·  Added note to Notes page: “Note: In Windows 8.1 WIMBoot, there is only Microsoft Windows PBR support to recover drivers. HP recovery media is not supported or recognized by WIMBoot).
166 / 166 / Windows 10 Support Sent Recovery Media (SSRM) / ·  Removed “however customers can self-create Windows 10 recovery media after upgrading” from first bullet under Recovery – Consumer.
·  Added to Notes pages from Samuel’s slide 9 in “Win10 update Support Update -20150623.pptx”:
o  Win 10 Recovery Media for Legacy devices: Pre-Release-To-World product (7/29) will only have Windows 7/8.x recovery media. HP will not be creating Win 10 Recovery Media for legacy HW. Additionally the digital product key for Win 10 will not match a Win 7/8.x machine.
o  Win 10 Recovery Media for New devices: HP refreshed devices & New devices with Win 10 Pre-Installed will have standard HP Recovery Partition (on standard images only), PBR, and recovery media.
o  This does not cover Special Cases such as Sprout by HP. The upcoming Sprout lesson covers Sprout by HP.
167 / 167 / Windows 10 Upgrade/Downgrade Guidelines & Limitations: Repair Scenario / ·  Swapped out with Samuel’s updated slide 11 from Win10 update Support Update -20150623.pptx”
·  Carried over original Notes page with this change:
·  Removed “OEM’s can recover the device to the original OEM OS version (7 or 8.x) and utilize the Win 10 Upgrade Program to upgrade the device to Win 10.”
·  Added to Notes from Samuel’s slide 10: Win 10 upgrade after OEM Repair or replacement of the system board
·  If you your system was running the Windows 10 upgrade, since the windows 10 upgrade is tied to each customers’ Microsoft account, we are only able to re-install the factory image on your computer. To re-install your upgrade to Windows 10, please go to the www.windows.microsoft.com.
·  Please review the Notes to make sure they’re all right.
-- / 168 / Customer Experience – Repair to Factory Default
(added new 6/27/15) / ·  Reformatting, rewriting to fit on page.
·  Added to Notes page: “Tell: It is very important that agents set the proper customer expectations for these service events by explaining to the customer that HP will restore the original factory image, so the customer will have to reinstall any OS upgrades they’ve made since purchasing the unit.
In most cases, the customer should not be expecting to get the OS back in the same condition it was in prior to the service event. If they had upgraded to Windows 10, they will get back the OS that they had originally purchased from HP. Also, the customer will have to reinstall any OS upgrades they had installed.
NA / NA / Facilitator Kit / Added Jeopardy Game supporting documents.