Customer Center User Guide

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Customer Center

User Guide

www.absolute.com

July 21, 2015

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Customer Center User Guide, Customer Center 5.24—Documentation Release 2

This document, as well as the software described in it, is confidential and contains proprietary information protected by non-disclosure agreements. No part of this document may be reproduced in any form or disclosed to any party not bound by a non-disclosure agreement without the express written consent of Absolute®_{Software Corporation.}

Absolute Software Corporation reserves the right to revise this document and to periodically make changes in the content hereof without obligation of such revisions or changes unless required to do so by prior agreement.

Information contained herein is believed to be correct, but is provided solely for guidance in product application and not as a warranty of any kind. Absolute Software Corporation assumes no responsibility for use of this information, nor for any infringements of patents or other rights of third parties resulting from the use of this information.

Absolute Software Corporation Suite 1600 Four Bentall Centre 1055 Dunsmuir Street

PO Box 49211

Vancouver, British Columbia Canada V7X 1K8

©2015 Absolute Software Corporation. All rights reserved. Absolute, Computrace and Persistence are registered trademarks of Absolute Software Corporation. LoJack is a registered trademark of LoJack Corporation, used under license by Absolute Software Corporation. LoJack Corporation is not responsible for any content herein. All other trademarks are property of their respective owners. For a list of patents issued to Absolute Software Corporation, seewww.absolute.com/patents.

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Full-Disk Encryption Software Products and Self-Encrypting Drives Detected 186 Turning On Full-Disk Encryption Data Collection for Your Account 188 Filtering Data to Create a Full-Disk Encryption Status Report 188 Identifying Devices That Have Full-Disk Encryption Products Installed 191 Identifying Devices With No Installed Full-Disk Encryption Products 192

Viewing Changes to a Device’s Encryption Status Strings 193

Viewing a Device’s Full-Disk Encryption History 193

Turning Off Full-Disk Encryption Data Collection for Your Account 194

SCCM Status Reports 195

About Collecting SCCM Status From Windows Devices 195

SCCM Status Report 195

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Viewing the Test Results of an SCCM Status Change 199

Call History and Loss Control Reports 200

About Extended IP Call Information 201

Call History Report 201

Missing Devices Report 203

Device Drift by Device Name Report 204

Device Drift History Report 205

Device Drift by Username Report 205

Activation Report 206

Geolocation Tracking Reports 209

Geolocation System Requirements 209

Understanding Location Technologies 211

Types of Location Technologies 211

Limitations of Global Positioning Systems (GPS) 212

Limitations of Wi-Fi Positioning 212

Collecting Location Data 212

Enabling Geolocation Reporting 212

Device Location Report 213

Device Location History Report 217

Lease and Inventory Management Reports 220

Lease Completion Report 220

User-entered Data 222

Generating a User-entered Data Report 222

Selecting the Data Points You Want to See 224

Account Management Reports 224

License Usage Summary Report 224

Calling Profiles Report 225

User Audit Report 227

User Event Report 228

My Content 229

My Reports 229

My Filters 230

Editing Saved Report Filters 230

Chapter 6: Using Real-Time Technology 231

What is Real-time Technology? 231

Minimum System Requirements 231

Working with RTT 232

Viewing Mobile Broadband Adapter Information 233

Editing the Phone Number Override 234

Viewing the Forced Call Log 234

Initiating a Forced Call 234

Chapter 7: Using Real-Time Technology over IP 236

Understanding How RTT-IP Works 236

Prerequisites of RTT-IP 237

Accelerating Operations With RTT-IP 237

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Enabling RTT-IP 238

Enabling RTT-IP for All Devices in Your Account 238

Enabling RTT-IP for an Individual Device 239

Forcing a Call using RTT-IP 239

Editing the RTT-IP Ping Period 240

Editing the RTT-IP Ping Period for Devices in Your Account 240

Editing the RTT-IP Ping Period for a Device 241

Viewing RTT-IP Status for All Devices 241

Prerequisites for RTT-IP 242

Disabling RTT-IP 243

Disabling RTT-IP for All Devices in Your Account 243

Disabling RTT-IP for an Individual Device 243

Chapter 8: Securing Your Data and Devices 244

Before You Begin 244

Security Administration and Geolocation Authorization Agreement 245

Downloading and Submitting the Authorization Agreement 245

Disabling Security Access for All Authorized Security Users 246

Removing Security Access for One Specific Security Administrator 246 Removing Security Access by Submitting an Absolute Global Support Case 247

Removing Security Access by Suspending the User Account 247

Security Authentication Methods 248

Using RSA SecurID Tokens for Security Services 248

Using RSA SecurID Token Codes 249

Transferring RSA SecurID Tokens 249

Using E-mailed Authorization Codes for Security Services 249

Requesting a Security Authorization Code 250

Changing E-mail Addresses for Authorized Security Personnel 250

Changing Your Security Authentication Method 250

Chapter 9: Concluding Intel Anti-Theft Technology Support 251

Troubleshooting Intel AT Disenrollment 251

Viewing the Disenrollment Status of Devices 251

Unlocking Devices Using a Server Recovery Token 252

Generating a Server Recovery Token 252

Using a Server Recovery Token to Unlock a Locked Device 253

Chapter 10: Using Data Delete 254

Deletion Algorithms 254

Prerequisites for Data Delete 255

Requesting a Data Delete Operation 255

Initiating a Data Delete Request 256

Deletion Logs 259

Data Delete Settings 259

Data Delete Settings for Windows Devices 259

Selecting a Data Delete Type Option 260

Selecting Data Delete Options 261

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Data Delete Settings for Mobile Devices 262

Deletion Policies 263

Using Sample Policy File Entries 263

Deleting a Folder Based on a Windows System Variable 264

Creating a Data Delete Policy 264

Using Data Delete Policy Templates 266

Editing a Deletion Policy 267

Tracking Data Delete Status 267

Viewing Data Delete Status 267

Data Delete Details Page 270

Viewing or Printing an End of Life Data Delete Certificate 271

Removing Details of a Data Delete Operation 273

Forcing a Data Delete Operation to Complete 273

Clearing Perpetual Data Delete 273

Deleting or Cancelling a Data Delete Request 274

Deleting a Draft Data Delete Request 274

Cancelling a Data Delete Request for a Single Device 274

Cancelling Data Delete Requests for Multiple Devices 274

Deletion Log Files 275

Viewing the Deletion Log File 276

Viewing the Deletion Log for a Single Device 276

Viewing the Deletion Logs for Multiple Devices 276

Viewing the Deletion Log on a Mobile Device 277

Chapter 11: Managing Geofences 278

Geofencing Security 278

Authorizing Geolocation Tracking 278

Using Geofence Technology 279

Understanding Geolocation Maps 280

Map Navigation Tools 280

Geofence Tools 280

Creating Geofences 281

Viewing Geofences 282

Editing Geofences 283

Deleting Geofences 283

Chapter 12: Using Device Freeze 284

Working with Device Freeze Requests 285

Requesting a Device Freeze 285

Cancelling a Device Freeze Request 287

Cancelling a Device Freeze Request For a Single Device 288

Cancelling Device Freeze Requests For Multiple Devices 288

Removing Device Freeze Request Details 289

Removing Details of a Single Device Freeze Request 289

Removing Details of Multiple Device Freeze Requests 289

Managing Device Freeze Offline Policies 290

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Working with Existing Offline Policies 293

Searching for a Device Freeze Offline Policy 294

Editing a Device Freeze Offline Policy 294

Designating a Default Offline Policy 296

Managing Devices Associated with a Device Freeze Offline Policy 297

Viewing Devices Associated With an Offline Policy 297

Adding Devices to an Offline Policy 298

Removing Devices from an Offline Policy 299

Deleting a Device Freeze Offline Policy 299

Tracking Device Freeze Status 300

Viewing Device Freeze Status 300

Viewing Device Freeze Requests 302

Viewing Details about a Device Freeze Request 302

Viewing Devices Frozen by an Offline Policy 304

Unfreezing a Frozen Device 305

Using Customer Center to Unfreeze on Agent Call 305

Unfreezing a Single Device on Agent Call 305

Unfreezing Multiple Devices on Agent Call 306

Using an Unfreeze Passcode on the Targeted Device 306

Viewing the Unfreeze Passcode 306

Unfreezing a Device With a Passcode 307

Managing Custom Device Freeze Messages 308

Creating a Custom Device Freeze Message 308

Editing Existing Custom Device Freeze Messages 308

Deleting Existing Custom Device Freeze Messages 309

Chapter 13: Using Remote File Retrieval 310

Requesting a Remote File Retrieval 310

Viewing the File Retrieval Status 311

Downloading Retrieved Files 313

Downloading Retrieved Files Using Internet Explorer 313

Downloading Retrieved Files Using FireFox or Another Browser 313

Changing the File Retrieval Status 313

Cancelling a File Retrieval Request 314

Removing Retrieved Files and Log Files 314

Chapter 14: Using File List 316

Overview 316

Retrieving a List of Files on Stolen Devices 317

Downloading a File List Request 318

Tracking File List Status 318

Viewing the Status of a File List Request 319

Changing a File List Status 320

Cancelling a File List Request 320

Removing Retrieved Files and Log Files 320

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Managing Your iPad Devices Manually 322

Importing iPad Serial Numbers into Customer Center 323

Removing iPad Devices from Computrace MTM 323

Selecting iPad Devices to Remove from Computrace MTM 324

Uploading a Device List to Remove iPad Devices from Computrace MTM 325

Reporting the Theft of a Manually Managed iPad Device 325

Registering Your iPad Devices Every 90 Days 326

Using a Companion App to Gather iPad Asset Data 326

Importing iPad Device Data into Customer Center 327

Creating a Companion App 328

Downloading the Computrace MTM SDK 328

Uploading a New Companion App 329

Using an Existing Companion App 329

Overwriting an Existing Companion App 329

Deleting a Companion App 330

Creating Alerts for iPad Devices 330

Removing the Companion App From iPad Devices 330

Selecting iPad Devices to Remove from Computrace MTM 331

Uploading a Device List to Remove iPad Devices from Computrace MTM 332

Reporting a Theft Using Customer Center 333

Chapter 16: Computrace Mobile Theft Management for Chrome Devices 336

Overview of Computrace MTM for Chrome Devices 336

Managing Chrome Devices in Customer Center 337

Prerequisites 337

About the Google Synchronization Service 338

Limitations of the Synchronization Service 338

Managing Google Account Details in Customer Center 338

Adding Google Account Details to Customer Center 339

Deleting Google Account Details 339

Viewing Device Information for a Chrome Device 340

Reporting the Theft of a Chrome Device 341

Creating an Investigation Report for a Chrome Device 342

Downloading a Device’s Chrome MTM Deployment Package 344

Uploading the Chrome MTM Deployment Package to the Chrome Web Store 345

Setting the Default Settings for Stolen Chrome Devices 346

Deploying the Kiosk App to the Chrome Device 347

What Effect Does the Deployed Chrome Kiosk App Have on the Stolen Device? 348

Deactivating Chrome Devices 348

Chapter 17: Reporting the Theft of a Managed Device 350

Investigation Checklist 350

Viewing Existing Investigation Reports and Their Report History 351

Viewing the Report History Table 353

Creating an Investigation Report 353

Understanding the Prepaid Service Guarantee Balance 353

Viewing the Prepaid Service Guarantee Balance 354

Submitting an Investigation Report 354

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Cloning an Existing Report 358

Closing an Open Investigation Report 359

Managing the Investigation Report Contact List 359

Adding Contacts to the Investigation Report Contact List 360

Editing Contact Information 361

Viewing and Printing the Investigation Report Contact List 361

Disabling Contacts 362

Activating Disabled Contacts 363

Glossary 364

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Chapter 1: Introduction

Absolute helps organizations overcome the security risks and asset management challenges associated with owning and maintaining large numbers of remote, mobile, and desktop devices.

Absolute®Data & Device Security (DDS), formerly Absolute Computrace®, is an adaptive endpoint security solution. Its technology platform is a client/server architecture that delivers device security, data security, and asset management of endpoints, even if a device is off the network or in the hands of an unauthorized user.

The persistent connection between the secure and patented agent (client) and the Absolute Monitoring Center (server) ensures organizations have protected access to up-to-date information about their entire device inventory. Authorized users can use the built-in Customer Center tools to track devices and initiate data and device security operations for the purposes of enforcing compliance policies, identifying at-risk computers, and taking preemptive and reactive measures if a security incident occurs.

This chapter includes information on the following topics: ● About this Guide

● Navigating Customer Center

● Service Levels

● Understanding the Role of the Computrace Agent

● Contacting Absolute Global Support

About this Guide

This document contains the instructions required for system administrators to access the Customer Center application using a web browser to:

● Manage assets and generate reports.

● Initiate Remote File Retrieval, Data Delete, and Device Freeze. ● Submit an Investigation Report for a stolen device.

● Configure and administer user accounts. ● Define user and asset information.

This guide includes detailed information about the various tools and functionality available to authorized users.

Depending on the service level of the product your organization purchased, some features may not be available for your account. For more information, see"Service Levels" on page 19.

This section provides information on the following topics: ● Audience

● Using this Guide

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Audience

This guide provides instructions for system administrators who use Customer Center to manage their IT assets (devices), to report missing or stolen devices, and to request and monitor data and device security operations. System administrators are assigned to the Security Administrator or Administrator user roles, depending on their organization’s specific requirements.

Customer Center User Roles

Customer Center has distinct user roles that can be filled by one or more people.

● Administrators manage their organization’s devices and IT assets, and report device loss or

theft. Administrators also create and manage various system communications, such as end user messaging, system notifications, and alerts and suspicious alert events.

● Security Administrators exist in those organizations that choose to designate certain

Administrators as Security Administrators to manage the device and data security of assets. This user role has more access rights than Administrators.

Security Administrators are authorized to configure, target, and start File Retrieval, Device Freeze, and Data Delete services. Security Administrators use Customer Center to track and manage devices, both within the organization’s local area network and outside of it.

● Power Users have access rights to most Customer Center features excluding security features.

Administrators can restrict Power Users rights to specific Identifiers or Device Groups. ● Security Power Users exist in those organizations that choose to designate certain Power

Users as Security Power Users to manage the device and data security of assets. This user role has more access rights than Power Users.

Security Power Users are authorized to configure, target, and start File Retrieval, Device Freeze, and Data Delete services for devices in their assigned Device Group. Security Power Users use Customer Center to track and manage devices within the organization’s local area network. ● Guest Users have limited access to Customer Center information and reports. These users

cannot alter or assign user access rights and cannot alter details on the page. Members of the Guest User group can only browse Investigation Reports they have created and can only view reports they have saved.

For further details about each Customer Center user role, see the following topic: "User Roles and Their Access Rights" on page 1.

Other User Roles

The following user roles, although not defined in the User section of Customer Center, are important to the overall operation of Customer Center.

● Signing Officers assume responsibility for the Security Administrators’ and Security Power

Users’ actions. Signing Officers are notified each time a Data Delete request is made.

Signing Officers are two senior managers in an organization who have signing authority on their com-pany’s behalf.

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Using this Guide

The Customer Center User Guide is comprised of the following chapters: ● "Introduction" (this chapter) provides an overview of this document.

● "Working with Customer Center" shows the minimum hardware and software requirements, describes methods to access Customer Center, provides information about the Home page including its links and the Dashboard, and includes tasks related to the MyProfile functionality. ● "Setting Up Customer Center for Your Work Environment" describes the Customer Center

features included under the Administration section, including procedures required to set up event alerts, departments, device groups, user roles (and their access rights), and other asset

information.

● "Setting Up Customer Center for Your Work Environment" describes the procedures required to generate basic and customized reports based on the data collected from your managed devices. ● "Working with Reports" describes all of the reports available in Customer Center, and how to run

them and view the results.

● "Using Real-Time Technology" describes the Real-Time Technology (RTT) feature and provides tasks that are specific to using it.

● "Using Real-Time Technology over IP" describes the Real-Time Technology over Internet Protocol (RTT-IP) feature and provides tasks that are specific to using it.

● "Securing Your Data and Devices" describes data and device security services that enable users with security authorization to ensure that managed devices and their data are not compromised in cases of device loss or theft.

● "Concluding Intel Anti-Theft Technology Support" provides information to help you troubleshoot the disenrollment of your managed devices from Intel®AT in Customer Center. The Intel AT service was terminated by Intel in early 2015.

● "Using Data Delete" describes the Data Delete functionality and the procedures required to start and manage Data Delete operations.

● "Managing Geofences" describes the Geofencing functionality and the procedures required to manage Geofencing boundaries.

● "Using Device Freeze" describes the Device Freeze functionality, including how to initiate freeze requests and create custom freeze messages.

● "Using Remote File Retrieval" describes the Remote File Retrieval functionality.

● "Using File List" describes how to remotely request a File List, which facilitates requesting a Remote File Retrieval.

● "Computrace Mobile Theft Management for iPad Devices" describes how to manage iPads and iPad mini devices in Customer Center, and how to create an Investigation Report for a stolen iPad device.

● "Computrace Mobile Theft Management for Chrome Devices" describes how to manage

Chromebooks and Chromeboxes in Customer Center, and how to create an Investigation Report for a stolen Chrome device.

● "Reporting the Theft of a Managed Device" describes the procedures used to report the loss or theft of managed devices, as well as how to view and manage Investigation Reports. This chapter also includes a checklist to follow when you submit an Investigation Report and a Service Guarantee Submission form to Absolute.

● "Glossary" provides a list of acronyms, as well as the terms and their definitions used throughout this guide.

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Conventions Used in this Guide

The following conventions are used throughout the Customer Center User Guide:

● Directory names, file names, field names, and UI objects are represented using bold; for example:

○ In Windows 7, the notepad.exe file is located in the windows\system32directory. ○ UserID: enter your user identification number in this field.

○ Click Apply.

● Computer input and output, such as sample code and commands or statements are shown using the Courier typeface; for example:

lanmake ctinst.txt

● Cross references to other locations within this user guide are indicated in green text with an underscore; for example: seeConventions Used in this Guide. Clicking a cross reference takes you to that location in the guide.

● Throughout this guide, getting to the appropriate page in Customer Center in the quickest way is represented as follows:

On the navigation pane, click Data and Device Security > Security Authorization > Request

Authorization Code.

● The output generated by Customer Center, which is based on the information you enter in the Search Criteria area, is presented in an area referred to as the results grid. For certain reports, this output is referred to as report output.

● Cross references to other locations in the guide are expressed in one of following possible ways: ○ For more information, see the following topic: indicates that there is information that provides

Navigating Customer Center

Customer Center provides the following navigation tools: ● Navigation Pane

● Top of the Page Links

● Bottom of the Page Links

Navigation Pane

All pages in Customer Center contain a navigation pane at the left side. This pane contains links that let you navigate from one section to another with a few clicks. At the upper right side of the navigation pane, do the following:

● To hide the navigation pane and get a full view of any page, click .

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The navigation pane contains the following links. The functionality that Customer Center provides depends on your account and user credentials.

● Home: opens the Home page, which shows the navigation pane, Recent Announcements,

Dashboard widgets, and, at the bottom of the page, links to Support and Download Packages. For more information about this page, see"Customer Center Home Page" on page 26.

● Reports: opens the Reports page, which shows and provides links for the various reports

provided by Customer Center. For information about each of these reports, see"Working with Reports" on page 144.

● Administration: opens the Administration page, which shows and provides links to the various

administrative tasks, such as setting event alerts, defining user roles and asset information, and managing self-serve agent removal requests. For more information about what you can do from this page, see"Setting Up Customer Center for Your Work Environment" on page 36.

● Data and Device Security: depending on what is applicable to your account, users with security

authorization privileges click this link to open the Data and Device Security Page where they perform security activities such as Security Authorization, Data Delete, Device Freeze, File List, and Remote File Retrieval.

For more information about each of these security activities see the following topics: ○ "Securing Your Data and Devices" on page 244(for Security Authorization) ○ "Using Data Delete" on page 254

○ "Using Device Freeze" on page 284 ○ "Using File List" on page 316

○ "Using Remote File Retrieval" on page 310

● Investigation: opens the Investigations page where you create, view, and edit Investigation

Reports. For more information, see"Reporting the Theft of a Managed Device" on page 350. ● Custom Pages: gives you access to any special functionality that is available for your account.

NOTE The Custom Pages link and the content it provides is available only for accounts with specially modified functionality (built under contract).

● Documentation: opens the Documentation page that provides access to all important Customer

Center documents.

● Support: opens the Support page that provides some helpful links, including a link to the form to

submit a support case. For more information about how to submit a support case, see

"Contacting Absolute Global Support" on page 22.

NOTE Most tasks in this user guide refer to using the navigation pane to get to where you want to go because that is the quickest way. There are times, however, when you need to open a particular page to get to the page you want to use. In such cases, you are instructed to navigate accordingly.

Bottom of the Page Links

All pages in Customer Center also contain the following links at the bottom of the page:

● Privacy Policy: opens a page describing Absolute’s policies concerning the collection, use, and

disclosure of personal information we receive from your use of Customer Center or other related services

● Service Agreement: opens the Service Agreement that describes the terms of the contract

between your company and Absolute

● Absolute Corporation: opens the Absolute website

Service Levels

Customer Center offers different levels of service, based on the product you purchased. For more

information about the various service levels, and the functionality and reports available with each product, see one of the following resources:

● Absolute DDS Editions:

www.absolute.com/en/products/dds/editions ● Computrace Product Feature Matrix:

www.absolute.com/en/resources/matrices/absolute-computrace

NOTE The Computrace Product Feature Matrix applies to legacy products only. Licenses for these products are no longer available and have been replaced by Absolute DDS product licenses.

If you have licenses for a legacy product, all features and functionality described in this matrix are available until your licenses expire.

To purchase an Absolute DDS product, contact Absolute’s sales department at:[email protected].

Understanding the Role of the Computrace Agent

The Computrace agent is the part of Absolute’s technology that resides in managed devices and allows you to monitor these devices in Customer Center. After the agent is initially installed on a new device, the agent is activated with the first call to the Absolute Monitoring Center. During this activation call, the Monitoring Center assigns a unique identifier to the device and creates a database record that contains details about the device.

All data transmitted between the agent and the Monitoring Center is encrypted using GCM-based AES 128-bit encryption.

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The Computrace agent consists of two components.

● The Application agent is software that is installed in the operating system (as a service) of the device. The agent makes regularly scheduled calls over the Internet to the Monitoring Center and provides data gathered about the device. The agent also manages the Absolute “helper

applications” to support activities like Data Delete security actions or to aid in theft recovery. The agent is small and lightweight, but it is not easy to remove and cannot be removed manually when Persistence®technology is enabled.

● When enabled, Persistence technology is activated during the agent’s first call to the Monitoring Center. Persistence technology restores the agent if it is missing, tampered with, or removed. For example, if a thief steals a laptop and reinstalls the operating system, Persistence technology restores the agent.

This section provides information on the following topics: ● About Agent Calls

● Agent Status

● Supported Platforms for the Computrace Agent

● Managing the Computrace Agent

About Agent Calls

An agent call is a secure connection that lets the Computrace agent and the Absolute Monitoring Center communicate with each other.

A device can make an agent call in the following ways: ● Scheduled Calling

● Event Calling

● Forced Calling

Scheduled Calling

After the Computrace agent is installed on a device, and the activation call has been completed, the agent automatically makes regularly scheduled calls to the Monitoring Center. By default, a scheduled call is made once every 24.5 hours. During these calls, the latest device data is sent to the Monitoring Center and instructions for any pending security operations, such as Data Delete, Device Freeze, or Remote File Retrieval, are sent to the device.

Event Calling

For active Windows and Mac devices, you can turn on the Event Calling feature, which enables these devices to make an agent call when a specific event occurs on a device. A change to any of the following device attributes can trigger an event call:

● device location ● hardware configuration ● installed software ● network information ● logged in user

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Event calls supplement the scheduled calls that occur automatically from each managed device. However, when an event call occurs it resets the regular call schedule. Typically, when Event Calling is turned on, device information in Customer Center is more up-to-date, which means that Alerts are triggered on a more timely basis and your reports are more accurate.

You can turn on event calling for all active Windows and Mac devices within an account, or for individual managed devices.

For more information about managing event calling, see the following topics: ● "Managing Event Calling for Your Account" on page 110

● "Editing Asset Information" on page 133

Forced Calling

For devices with Real-Time Technology (RTT) or RTT-IP enabled, you can submit a request in Customer Center to force the device to make an unscheduled agent call to the Monitoring Center. For more

information, see the following topics:

● To use RTT on Windows devices and smartphones: ○ "Using Real-Time Technology" on page 231 ○ "Initiating a Forced Call" on page 234 ● To use RTT-IP on Windows and Mac devices:

○ "Using Real-Time Technology over IP" on page 236 ○ "Forcing a Call using RTT-IP" on page 239

Agent Status

In Customer Center, the Computrace agent may be set to one of the following statuses: ● Active indicates that the agent has called the Monitoring Center.

● Inactive indicates that the agent has not yet called the Monitoring Center.

● Disabled indicates that the agent is either flagged for removal, or it is removed from the device.

You can view the status of a device’s agent on the following reports: ● Asset Report

● Call History Report

You can also view detailed information about a device’s agent on the Call Tracking tab of the device’s Device Summary page. See"Editing Asset Information" on page 133.

Supported Platforms for the Computrace Agent

The Computrace agent is supported on the following platforms:

● Windows®_{operating systems:}

○ Windows 10 (requires agent version 932 or higher) ○ Windows 8.1 (requires agent version 932 or higher) ○ Windows 8 (requires agent version 910 or higher) ○ Windows 7

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NOTE Windows RT 8.x is not supported.

● Mac OS X®_{operating system, version 10.5 and higher} ● Chrome OS™ operating system, version 36 and higher

The Chrome OS operating system is supported only when it is running on a Chromebook™ note-book computer or a Chromebox™ desktop computer.

● Windows Mobile operating systems: ○ Windows Mobile 5.0

○ Windows Mobile 6.0, 6.1, 6.2 and 6.5

NOTE If your device runs the Windows Mobile 5.0 operating system, you must install the .NET Compact Framework 2.0 SP2 Runtime, which is available from Microsoft at:

www.microsoft.com/en-us/download/details.aspx?id=17981. ● BlackBerry®_{operating system, version 4.5}

● Android™ operating system, version 2.3 and higher

● Apple®_{iOS operating system, versions 6.1 and 7.1 (on iPad}®_{and iPad mini™ devices only)} For more information about Computrace support for iPad devices, see"Computrace Mobile Theft Man-agement for iPad Devices" on page 322.

NOTE To inquire about support for the Computrace agent on a Linux-based operating system, such as Ubuntu 14.04 LTS or Debian®7.x, contact Global Support. See"Contacting Absolute Global Support" on page 22.

Managing the Computrace Agent

In Customer Center you can perform the following tasks related to the Computrace agent and to the calls it makes to the Monitoring Center:

● Download the latest version of the agent to a managed device. See"Downloading the Computrace Agent" on page 118.

● View the call history for one or more devices. See"Call History Report" on page 201.

● Manage event calling for all Windows and Mac devices associated with an account, or for an individual device. For more information, see the following topics:

○ "Managing Event Calling for Your Account" on page 110 ○ "Editing Asset Information" on page 133

● Force a call on an RTT enabled Windows device. See"Initiating a Forced Call" on page 234. ● Request a security operation on a device on the next agent call. See"Securing Your Data and

Devices" on page 244.

● Remove the agent from a device. See"Managing Agent Removal Requests" on page 124.

Contacting Absolute Global Support

If you have difficulty using Customer Center or installing the agent, contact Absolute Global Support. We welcome your questions, comments, and feature requests.

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IMPORTANT To remove the agent from one or more managed devices, Security Administrators can use the self-serve Agent Removal feature available in the Administration area. For more information, see

"Managing Agent Removal Requests" on page 124.

To contact Global Support:

1. Log in to Customer Center using your Username and Password.

2. Click the Support link on the navigation pane or at the top of any page in Customer Center. 3. At the Global Support area, click the Submit a Support Case link to open the Support Cases

page of the Absolute Global Support website.

4. Provide the following details about the problem you are experiencing: ● Product identifies the product the problem applies to.

● Problem Type directs the issue to the appropriate Support Representatives for timely

solution.

● Severity helps Global Support determine the urgency and impact of the problem. For more

information about severity levels and their corresponding response times, click . ● Title constitutes the heading of the message sent to Global Support.

● Description lets you add detailed information about the problem for which you are contacting

Global Support.

● Error Message/Code lets you add information about any system notifications, errors, or

warnings you may have encountered along with the problem.

● Attach File lets you add supporting documents or images that further describe the problem.

For the list of accepted file formats, hover over View Supported file types.

NOTE Attachment size cannot exceed 4096 Kilobytes (4 Megabytes or MB) per attachment or 12 MB in total.

5. If the Support case is confidential or sensitive in nature and you don’t want it visible to other users, clear the Display this Support case in View Support Cases checkbox.

6. Add your Contact Information and indicate whether you would prefer to be contacted by Email or Phone.

7. Click Save Case.

A message that includes the details about your problem is sent to Global Support. A Global Support representative contacts you if more details are necessary and/or when a solution to your problem is available.

NOTE You can also contact Global Support at:www.absolute.com/support. Follow the on-screen instructions to contact Global Support for your region.

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Chapter 2: Working with Customer Center

This chapter introduces you to Customer Center and describes the following basic functionality: ● Customer Center System Requirements

● Selecting a Language

● Accessing Customer Center for the First Time

● Logging In to Customer Center

● Retrieving a Forgotten Password

● Customer Center Home Page

● Working with Your User Profile

● Using the Helpful Links

Customer Center System Requirements

To use Customer Center, you need to ensure that your computer meets the following requirements: ● Internet access: Customer Center is not available in offline mode and Internet access is

required.

● Browser support:

○ Customer Center supports the current and immediately preceding versions of the following browsers:

– Internet Explorer (Windows only) – Safari (Mac only)

○ Customer Center supports the current version of the following browsers: – Microsoft Edge (Windows 10 only)

– Google Chrome (Windows and Mac)

○ Customer Center provides limited support only for the current version of the following browsers:

– Opera (Windows and Mac) – Firefox (Windows and Mac)

NOTE Support for these browsers is limited because they are not proactively tested for compatibility with Customer Center. However, if customers experience issues using Customer Center in these browsers, every attempt will be made to fix these issues in a timely manner.

● Screen resolution: The minimum supported resolution is 1024 x 768 pixels. Customer Center

pages automatically scale to fit displays with higher resolutions.

Selecting a Language

Customer Center supports the following languages: ● German ● Italian ● Turkish

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● Spanish ● Korean ● Chinese (Traditional) ● French ● Portuguese

To select a language, click the language list located at the top of the Login page. The page refreshes and is presented in the chosen language. To change the chosen language on your User Profile page, see

"Editing Your User System Settings" on page 34.

NOTE All Customer Center pages scale to accommodate the changes in text size due to language changes.

Accessing Customer Center for the First Time

When your organization purchases Customer Center, Absolute sends an account setup e-mail message to our point of contact at your organization. This message includes:

● your account number

● a specific URL that lets you access Customer Center (make a note of the URL to use when you want to access Customer Center again)

● one Administrator user that is set up for your use with a present username and password to let you log in the first time

If you have any questions or need assistance, contact Absolute Global Support as instructed in the task,

"Contacting Absolute Global Support" on page 22. To access Customer Center and log in for the first time:

1. Enter your organization’s specific URL in one of the following ways:

● Click the link provided in the account setup e-mail message for Absolute Customer Center, which opens the Login page.

● If your organization hosts its own Customer Center, consult your system administrator for the correct URL to access Customer Center.

You may want to write down the URL address and refer to it as needed while you become familiar with the Customer Center application.

2. On the Customer Center Login page, enter the provided Username (not case-sensitive) and

Password (case-sensitive).

If you have forgotten your password, before you attempt logging in three times, follow the instruc-tions in the task,"Retrieving a Forgotten Password" on page 26.

IMPORTANT If you enter your password incorrectly three times, you may see a message stating that your login is suspended. In this event, contact Global Support. For more information, see"Contacting Absolute Global Support" on page 22.

3. Click Login. If your username and password combination is correct, the Customer Center Home page opens.

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Logging In to Customer Center

To ensure only authorized users have access to customer data, each registered user must log in to access Customer Center.

To log in to Customer Center:

1. Access Customer Center using your organization’s specific URL.

2. On the Customer Center Login page enter your Username (not case-sensitive) and Password (case-sensitive).

If you have forgotten your password, before you attempt logging in three times, follow the instruc-tions in the task,"Retrieving a Forgotten Password" on page 26.

IMPORTANT If you enter your password incorrectly three times, you may see a message stating that your login is suspended. In this event, contact Global Support. For more information, see"Contacting Absolute Global Support" on page 22.

3. Click Login.

If your username and password combination is correct, the Customer Center Home page opens.

Retrieving a Forgotten Password

If you have forgotten your password and your login has not been suspended, you can get a new

password, which is described next. However, if you were suspended, see"Enabling a Suspended User" on page 105.

To reset a forgotten password:

1. Open the Customer Center Login page.

IMPORTANT If you need the correct URL for your account, contact Absolute Global Support. For more information, see"Contacting Absolute Global Support" on page 22.

2. On the Login page, click the Forgot your Password link, which opens the Retrieve Password page.

3. In the Username field enter your username.

4. In the E-mail field enter the e-mail address associated with your username. 5. Click Submit.

A new password is sent to the e-mail address associated with your username.

Customer Center Home Page

After you log in successfully, the Customer Center Home page opens. From this page you can gather pertinent account information, such as messages, action items, and a summary of activity at a single glance.

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The content of this page is dynamic, based on your User Role and its access rights. Administrators and Security Administrators see the dashboard, whereas Security Power Users, Power Users, and Guest Users do not.

In some cases, after you log in an Announcements dialog opens to inform you of items that need your immediate attention.

This section provides the following information and tasks: ● Announcements Dialog

● Recent Announcements

● Summary of Account

● Dashboard and its Widgets

Announcements Dialog

In some instances, a small splash screen or dialog shows upon successful login. The Announcements dialog provides a list of all action items that need your immediate attention, including items specific to you, your Customer Center account, and the Absolute products used in your account.

The Announcements dialog is where you perform the following tasks: ● Acknowledging Announcements

● Dismissing Messages

● Closing the Announcements Dialog Without Acknowledging The Announcements

Acknowledging Announcements

To acknowledge the announcements and close the dialog:

1. Log in to Customer Center. The Customer Center Home page opens and an Announcement dialog shows.

2. Click OK to acknowledge all announcements that show in the dialog.

NOTE When you click OK, the announcements are marked complete and the Announcements dialog does not open again for these messages. However, each time there is a new

announcement that applies to you or your Customer Center account, the Announcements dialog opens again the next time that you log in to Customer Center.

3. Click to close the dialog.

Dismissing Messages

IMPORTANT The Do not show again box is available for non-mandatory messages only.

To dismiss non-mandatory messages:

1. Log in to Customer Center. The Customer Center Home page opens and an Announcement dialog appears.

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This action indicates that you acknowledge the announcements, but not that you accept them. The announcements show again the next time you log in to Customer Center.

3. Remove the announcements from the list and click to close the dialog.

The Announcements dialog may open the next time you log in to Customer Center, but the mes-sages for which you selected the Do not show again checkbox do not show again in the Announcements dialog.

Closing the Announcements Dialog Without Acknowledging The Announcements

To close the dialog regardless of the messages shown:

1. Log in to Customer Center. The Customer Center Home page opens and an Announcement dialog shows.

2. Click to close the dialog without acknowledging the announcements that are shown. The next time you log in to Customer Center, the dialog opens to show these messages again.

Recent Announcements

The Recent Announcements area of the Home page shows any important messages and provides, or hides, a list of the latest important messages from Absolute Global Support that apply to your account or user profile.

To show the list of announcements, do one of the following: ● Click Recent Announcements.

● Click the Show Details link. ● Click .

To hide the list of announcements, do one of the following: ● Click Recent Announcements.

● Click the Hide Details link. ● Click .

Summary of Account

For Power Users and Guests, the Summary for Account area of the Home page provides an overview of product license information for the account.

The area is divided into three sections:

Section Details

Product / License The number of licenses purchased for each product and the total number of licenses for your account.

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Section Details

Install / Call-in Details Provides information about the Computrace agent licenses installed on the devices in your account. For more information about the agent, see "Understanding the Role of the Computrace Agent" on page 19. This section includes the following information:

● Over (-) or Under Install (+): indicates whether the account is over- or under-installed relative to the total number of purchased agent licenses

● Total Installed: shows the total number of devices with the agent installed ● Called in Last 30 Days: shows the number of devices that have called the

Monitoring Center in the last 30 days

● Recent Call In Rate: expresses the value for Called in Last 30 Days as a percentage of Total Installed

Service Guarantee Subset

Provides information about devices with a Service Guarantee. For more information, see"Managing Service Guarantee Licenses" on page 115. This section includes the following information:

● Service Guarantee Installed (flag set): shows the total number of devices with the Service Guarantee flag set

● Over (-) or Under Install (+): indicates whether the account is over- or under-installed relative to the total number of purchased Service Guarantee licenses ● Install Rate: expresses the value for Over (-) or Under Install (+) as a

percentage of all purchased Service Guarantee licenses

● Called in Last 30 Days: indicates the number of devices with a Service Guarantee that have called the Monitoring Center in the last 30 days ● Recent Call In Rate: expresses the value for Called in Last 30 Days as a

percentage of Service Guarantee Installed (flag set)

Dashboard and its Widgets

For Administrators and Security Administrators, the Dashboard area of the Home page shows widgets in a graphical interface that provide important information relating to your account. Some widgets show information in the form of a pie chart. Hover over the units in the pie chart to see their values. This section provides the following information and tasks:

● Viewing the Widgets That Show When You Log In for the First Time

● Using Widgets

● Showing or Hiding Specific Widgets

● Customizing Widgets

Viewing the Widgets That Show When You Log In for the First Time

When you log in to Customer Center for the first time, the following widgets are available on the dashboard:

● Agent Call Rate (All) shows the agent call statistics for all devices. Click the appropriate call-in

period to open the Asset Report with the specific date ranges prepopulated in the Most recent

call field.

● Active Products shows the Computrace products that are active for devices in your account.

Products are associated with service levels, which dictate the functionality available for specific devices and groups. For more information, see"Service Levels" on page 19.

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You cannot close this widget.

● License Summary shows the available licenses within your account, compared to the number of

licenses now in use. Clicking a license type opens the list of devices that currently use those licenses.

You cannot close this widget.

● Agent Versions shows the version numbers of the various agents on your managed devices.

Click the appropriate version number to open the Asset Report with the selected version number prepopulated in the Agent Version field.

● Anti-Malware Summary shows a summary of devices in your account that contain detected

anti-malware products, and devices without any anti-malware products. The following actions are possible:

○ To open the Missing Anti-Malware Report, click the area labelled Missing Anti-Malware. ○ To open the Anti-malware Report with the specific application or vendor name prepopulated

in the Anti-Malware Software field, click the applicable anti-malware product name.

You can also open the following widgets if applicable to your account as described in the task,"Showing or Hiding Specific Widgets" on page 30.

● Agent Call Rate (Service Guarantee) shows the agent call statistics for all devices with a

Service Guarantee. Click the appropriate call-in period to open the Asset Report with the specific date ranges prepopulated in the Most recent call field.

● Favorite Reports can be personalized to show the top five, most frequently used reports from

the saved report filters on the My Reports page. Click the report name to open it. For more information, see"Using Widgets" on page 30.

Using Widgets

Widgets contain a set of icons that let you refresh, change, or hide a widget.

Refreshes the widget by generating the latest data.

Opens the Widget Settings dialog allowing you to manage display settings for the widget. For more information, see"Customizing Widgets" on page 31.

Hides the widget. You can show the widget again by enabling it in the Add/Remove Widgets area. For more information, see"Showing or Hiding Specific Widgets" on page 30.

NOTE Mandatory widgets do not have a close icon.

Widget Icons

Showing or Hiding Specific Widgets

The Add/Remove Widgets area lets you show or hide specific optional widgets. To show a specific widget:

1. Log in to Customer Center as an Administrator or Security Administrator.

2. On the Home page in the Dashboard area, click the Add/Remove Widgets link. The Dashboard expands to show a series of checkboxes and buttons.

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4. Click Apply. The Dashboard refreshes with the new widgets showing. To hide a specific widget:

2. On the Home page in the Dashboard area, click the Add/Remove Widgets link. The Dashboard expands to show a series of checkboxes and buttons.

3. Clear the checkboxes for the specific widgets you want to hide.

4. Click Apply. The Dashboard refreshes and the selected widgets do not show.

Customizing Widgets

The Widget Settings dialog lets you specify various display options for the selected widget. This section provides the following information:

● Changing the Settings for a Widget

● Changing the Settings for the Favorite Reports Widget

● Moving the Position of a Widget

Changing the Settings for a Widget

To change the settings for a widget:

2. On the Home page in the Dashboard area, click on the specific widget whose settings you want to change. The Widget Settings dialog for the specific widget opens.

3. To change the appearance of the widget:

a) Click the Chart Options tab. The options for the specific widget are shown. b) Select values for the following options, as applicable:

● Chart Type: Select the type of chart from Pie, Bar, or Column.

● Chart Palette: Select the color scheme associated with the chart.

● Show as 3D: Show the chart with three-dimensional effects.

● Show Percent: For pie charts only, show percentage values.

4. To change the scope of data presented in the widget:

NOTE This step applies to the Agent Call Rate widgets only. a) Click the Chart Data tab.

b) In the Day Ranges field enter the number of days of data to show in the chart. To include multiple day ranges, use commas to separate the values (for example, 7,14,30,60).

NOTE For the Agent Call Rate (All) widget, by default, dormant devices are excluded from the Chart Data dialog. To include dormant devices, ensure that you select the Include Dormant

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Changing the Settings for the Favorite Reports Widget

To change the settings for the Favorite Reports widget:

2. On the Home page in the Dashboard area, click in the Favorite Reports widget. 3. In the Edit Favorite Reports Settings dialog, do any of the following:

● To select the reports to show on the widget: i) Click the Favorite Reports Data tab.

ii) From the Filter Name list select the checkbox next to the name of the preferred report. iii) Click OK to return to the Customer Center Home page with the changes showing on the

Favorite Reports widget.

● To change the order of the reports shown on the widget: i) Click the Favorite Reports Data tab.

ii) From the Filter Name list, click the row you want to move and drag it to the preferred position.

For example, if you want to show MyReport1 as the first report in the list in the widget, click and drag the row containing MyReport1 to the first position in the list on the Data tab. iii) Click OK to return to the Customer Center Home page with the changes showing on the

Favorite Reports widget.

● To edit the font size:

i) Click the Favorite Reports Option tab. ii) In the Font Size list select the preferred value.

iii) Click OK to save the new font size and return to the Customer Center Home page with the changes showing on the Favorite Reports widget.

Moving the Position of a Widget

To move the position of the widget:

2. On the Home page in the Dashboard area, click and drag the title bar of the widget to the new location.

Working with Your User Profile

Your user role and its associated credentials determine the information that shows on the Manage User Profile page and what you can access:

● Administrators and Security Administrators can view and edit user details, and all user

system settings for their own user profile.

These user roles can also view, set, and edit other users’ information, status, and suspension set-tings. See"Editing a User’s Details" on page 102.

● Security Power Users, Power Users, and Guest Users can see and edit some user details and

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This section provides the following tasks: ● Viewing Your User Profile

● Editing Your User Profile

Viewing Your User Profile

For all Customer Center user roles, the instructions for viewing your user profile are similar. To view your User Profile:

1. Log in to Customer Center.

2. On the Home page at the top of the page links and next to your Username, click the My Profile link.

3. The Manage User Profile page opens with the following sections, and your ability to edit the content is dependent on your user role:

● User details

● User system settings

● User Status settings

● Auto-suspension settings (for Administrator and Security Administrator user roles only)

Editing Your User Profile

You can access, view, and edit your own profile in the following ways: ● Editing Your User Details

● Changing Your Login Password

● Editing Your User System Settings

● Editing Your User Status and Suspension Settings

Editing Your User Details

NOTE You cannot edit the Account ID or the Username fields. To edit your User details: