This document was created and verified for an earlier version of Managed Workplace.
This document has been reviewed and found to be relevant for the current version of Managed Workplace 2013 R1 FP3.
Minor changes have been made to this document and updated contact phone numbers and email addresses have been added in Appendix A.
Note: May 2014
TABLE OF CONTENTS
Welcome ..................................................................................................................................vWhere to Get More Help .............................................................................................................................viContact Us .................................................................................................................................................. viiDocumentation .....................................................................................................................................viiTechnical Support..................................................................................................................................viiPartner Portal .......................................................................................................................................viii
AVG CloudCare .......................................................................................................................1About AVG CloudCare ..................................................................................................................................2User Requirements and Setup......................................................................................................................2
Installing the Service Module in Service Center..................................................................................... 3Enabling Access to AVG CloudCare ........................................................................................................ 3Applying the AVG CloudCare Policy Module .......................................................................................... 4
Understanding the Terminology ..................................................................................................................5Viewing the AVG CloudCare Service Module Dashboards............................................................................6
Viewing the Multi-Site AVG CloudCare Dashboard................................................................................ 6Viewing the Site-Level AVG CloudCare Dashboard ................................................................................ 8Viewing the Customer-Level AVG CloudCare Dashboard .................................................................... 10Viewing a Device-Level AVG CloudCare Dashboard............................................................................. 12
Viewing Data on the AVG CloudCare Dashboards .....................................................................................14Viewing Alerts ...................................................................................................................................... 14Viewing and Addressing Threats .......................................................................................................... 15Viewing and Addressing Backup Failures ............................................................................................. 16Viewing and Addressing Gaps in AVG CloudCare Coverage................................................................. 18Viewing CloudCare Customers Not Fully Managed by Managed Workplace....................................... 20Managing Devices With CloudCare Access Issues................................................................................ 21Managing AVG CloudCare Devices ....................................................................................................... 22Enabling and Disabling AVG CloudCare Services on a Device .............................................................. 22Viewing AVG CloudCare Windows Events............................................................................................ 22Accessing AVG Documentation and Support ....................................................................................... 23Viewing Reports for AVG CloudCare .................................................................................................... 23
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WELCOME
This guide provides you with the procedures required to integrate AVG CloudCare with Managed Workplace.
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Where to Get More HelpSetup Guide Contains instructions about how to install and configure Managed Workplace.
User Guide Provides detailed information about Managed Workplace. It’s designed to be used as a reference in your everyday work.
Online Help Contains all the information from the User Guide optimized for use online.
Integration Guide: Service Desks Contains the procedures required to integrate Professional Services Automation (PSA) tools or service desks with Managed Workplace.
System Requirements Provides an overview of what hardware and software is required to run Managed Workplace.
Release Notes Provides last-minute information about the product and documentation.
What’s New To see a demo of what’s new in Managed Workplace or to read about the key new features, click here.
Domain Configuration Document Contains an overview of domain configuration.
Script Reference Help Describes all the scripts in the script library. To see this information, click here and search for article 2451 “Managed Workplace Script Reference”. (You must log into the Partner Portal to access the Script Reference Help.)
Knowledgebase Contains hundreds of articles to help you use Managed Workplace, including self-guided troubleshooting tools, advanced topics, and answers to frequently asked questions. To explore the Knowledgebase, click here. (You must log into the Partner Portal to access the Knowledgebase.)
On the Level - Video Series .An online video resource for instruction about Managed Workplace. Click here to view the videos currently available. (You must log into the Partner Portal to access the videos.)
Training Level Platforms offers a series of live and on-demand technical training courses for all registered Partners. For more information, click here. (You must log into the Partner Portal to access the Training.)
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Contact UsDocumentation
We are committed to making your experience with our product the best it can be. If you find any errors or omissions in our documentation, or have suggestions for improving it, please write to us:
Technical SupportOur Technical Support team is committed to delivering best-in-class support to our Partners.
Hours8:00 AM EST to 8:00 PM EST, Monday to Friday.
Call
Toll-Free
Press 5 for Support
EmailTo contact a representative by email for Service Center outages only:
International +1-613-232-1000
USA & Canada 1.855.254.6989 extension 419
UK 0-800-047-0993
Australia 1-800-335-283
New Zealand 0-800-449-775
Ireland 1-800-550-734
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Partner PortalClick this link to access the Partner Portal, click and then log in with your Username and Password.
Technical InformationTo find technical information such as product downloads, performance guidelines, libraries of policy modules, resource library, scripts and predefined reports, log into the Partner Portal and in the main menu, click Technical.
Partner ServicesTo find training information, including live and ‘on demand’ training, a list of courses, course descriptions and a course calendar log into the Partner Portal and in the Learn menu, click Training.
To access knowledge base articles and frequently asked questions (FAQ) click Knowledgebase located under the Learn menu.
To view or participate in discussions about Managed Workplace, select Forums under the Connect menu.
AVG CLOUDCARE
A service module is an enhanced policy module that includes dashboards, monitors, reports and scripts. Service modules enable AVG Managed Workplace to integrate with different software vendors. The service module covered in this chapter is for AVG CloudCare.
This section provides detailed information about the following topics:
• About AVG CloudCare
• User Requirements and Setup
• Understanding the Terminology
• Viewing the AVG CloudCare Service Module Dashboards
• Viewing Data on the AVG CloudCare Dashboards
You can find more information about AVG CloudCare at the following URL: http://www.avg.com/cloudcare
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About AVG CloudCareAVG CloudCare is a cloud-based administration platform that allows you to service and protect endpoints in your customers’ networks. The AVG CloudCare service module provides total visibility into your customer sites managed by CloudCare, allowing you to:
• identify and address security threats,
• ensure all CloudCare customer sites have AVG AntiVirus, AVG Content Filtering, and AVG Online Backup services installed and enabled,
• update definitions and run a scan on a device,
• view alerts generated in Managed Workplace, which are based on Windows Events and Windows Services notifications,
• directly access the CloudCare partner portal to modify scan settings and policy configurations, and to generate reports.
See “Using Service Modules” in the User Guide or the online help.
User Requirements and SetupBefore installing the AVG CloudCare 2.0 service module, you must ensure the following:
• You must be using AVG Managed Workplace 2013 R1 FP2, or later. Additionally, you must be using CloudCare client version 3.1, or later.
• The role for the user working with AVG CloudCare through Managed Workplace must have permissions to device management. By default, Administrators, Technicians and Service Managers are configured with this permission. See “Setting Permissions for a Role” in the User Guide or the online help.
• The user account for the user working with AVG CloudCare must have object access to apply the policy modules to the customer sites monitored with CloudCare. See “Setting the Objects a User Account Can Access” in the User Guide or the online help.
• To ensure full monitoring, WMI must be enabled on devices being monitored by AVG CloudCare. If a device is not WMI-enabled, and it does not have CloudCare installed, it will not be flagged in the AVG CloudCare service module as a potential security threat.
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Installing the Service Module in Service CenterYou can install the AVG CloudCare service module from the Update Center, in Service Center. The service module adds the AVG CloudCare Policy Module for Service Module policy module, which you must add to a policy set, or apply directly to groups or devices to begin monitoring.
1 In Service Center, click Update Center and then click Components.
2 Click the Service Modules button.
3 Click the New button.
4 Select the checkbox beside AVG CloudCare.
5 Click Install.
See “Using Service Modules” in the User Guide or the online help.
Enabling Access to AVG CloudCareBefore getting started, you must provide your AVG CloudCare portal log in credentials, which allows Managed Workplace to access CloudCare data to populate the service module dashboards. When you provide your CloudCare credentials, the following functionality is also enabled in the service module:
• on the multi-site dashboard, you can click a CloudCare customer name to open CloudCare to view that customer’s information;
• on the customer-level dashboard, you can initiate updates and scans across all customer devices with a single click;
• on the device-level dashboard, you can run scans and update virus definitions for the device, and start a backup on the device;
• on the device-level dashboard, you can enable and disable AVG AntiVirus and AVG Content Filtering for the device.
Notes: • To prevent conflicts, it is recommended that you have a dedicated user
account for the AVG CloudCare service module to access AVG CloudCare.
• The AVG CloudCare service module can access one instance of AVG CloudCare to collect data. If you have more than one instance of CloudCare, you will receive an error message when attempting to view data about a site or device not included in the instance to which you have provided the log in credentials.
• When signing in to AVG CloudCare from the AVG CloudCare service module, it is recommended that you do not select the Keep me signed in
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checkbox, as this can result in CloudCare opening to the overview dashboard instead of a customer-level or device-level view.
1 In Service Center, click Status and then click Service Modules.
2 Click the gear icon beside AVG CloudCare.
3 In the Username field, type your CloudCare partner portal user name.
4 In the Password field, type your CloudCare partner portal password.
5 Click Save.
Applying the AVG CloudCare Policy ModuleThe AVG CloudCare Policy Module for Service Module does not appear in the main policy module page, but is accessed from within the service module itself. To enable automatic monitoring, you can add the AVG CloudCare policy module to a policy set. You can also manually apply the policy module to a group or device.
To automatically apply the AVG CloudCare policy module1 In Service Center, click Configuration and then click Service Modules.
2 From the list of service modules, select AVG CloudCare.
3 In the Policy Set Membership area, click Add.
4 Select the checkbox beside the policy set you want to add the policy module to, and then click Add.
To manually apply the AVG CloudCare policy module to groups and devices1 In Service Center, click Configuration and then click Service Modules.
2 From the list of service modules, select AVG CloudCare.
3 Click AVG CloudCare Policy Module for Service Module.
4 Do one of the following:
a To apply the policy module to a group, click AVG CloudCare Policy Module for Service Module. Click the Manual Application tab, and then under Applied Groups click Add. Filter on the Group Type, if desired. Select the group and click Add.
b To apply the policy module to a device, click AVG CloudCare Policy Module for Service Module. Click the Manual Application tab, and then under Applied Devices click Add. Filter the list of devices. Select the device and click Add.
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Understanding the TerminologyThe following terms are used throughout the AVG CloudCare service module dashboards:
Site Refers to a Managed Workplace site in Service Center. The AVG CloudCare service module includes a Site Overview dashboard that displays information for devices at a Managed Workplace site that has CloudCare services installed. A customer may have CloudCare devices that are not included in the scan for a Managed Workplace site; if this is the case, these devices will not appear in the Site Overview dashboard.
Customer Refers to a CloudCare customer. The AVG CloudCare service module is able to detect CloudCare devices not managed by Managed Workplace, and a CloudCare customer can have more than one site in Managed Workplace. The AVG CloudCare service module includes a customer-level dashboard that displays a device count for the CloudCare customer, and allows you to drill down to site and device dashboard views.
Active Alerts The number of active alerts in Managed Workplace. Active alerts are configured using the AVG CloudCare Policy Module for Service Module in Service Center.
Threats A threat is defined as a CloudCare Threat Alert, which occurs when a virus, spyware, or another type of malware is detected on a device. If a device has multiple threats, they are reported as a single Threat Alert in CloudCare.
AVG AntiVirus An AVG CloudCare service that defines how viruses are detected and handled. For example, tracking cookies or scanning files when they are being opened and closed. You can log in to AVG CloudCare directly from Managed Workplace to update these settings, if required.
AVG Content Filtering An AVG CloudCare service that defines which websites can be accessed on the device. Websites are categorized into groups that determine whether the website is allowed, triggers a warning, or is blocked. You can log in to AVG CloudCare directly from Managed Workplace to update these categories and other content filtering settings.
AVG Online Backup An AVG CloudCare service that protects customer data against loss and corruption. AVG Online Backup performs scheduled data backups, alerts when backups have failed, and provides the ability to restore customer data. You can log in to AVG CloudCare directly from Managed Workplace to update AVG Online Backup settings, if required.
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Viewing the AVG CloudCare Service Module Dashboards
On the AVG CloudCare service module dashboards, you can get a summary view about the status of AVG Antivirus, AVG Content Filtering, and AVG Online Backup services for all sites, a single site, or a device.
The AVG CloudCare service module includes four dashboards:
• the multi-site AVG CloudCare dashboard
• the site-level AVG CloudCare dashboard
• the customer-level AVG CloudCare dashboard
• the device-level AVG CloudCare dashboard
Viewing the Multi-Site AVG CloudCare DashboardThe multi-site AVG CloudCare dashboard provides a high-level view of AVG CloudCare coverage, including a count of sites with devices missing AVG CloudCare, and summary views of coverage for Online Backup, AntiVirus, and Content Filtering services. You can also view a table that list sites using AVG CloudCare, along with their corresponding AVG CloudCare customer name,
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and device counts for various states of AVG CloudCare coverage:
The Multi-Site Overview dashboard includes the following sections:
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Multi-Site CloudCare Summary Links to a list of Managed Workplace sites with devices that do not have a CloudCare client installed.
Multi-Site AVG Online Backup Summary Provides a quick overview of the health and status of the AVG Online Backup service, with links to drill to details about potential issues and gaps.
Reports Provides a link to open the CloudCare portal to view the partner reports.
CloudCare Management Provides a link to open the CloudCare portal to view an overview of CloudCare customers.
Multi-Site AVG AntiVirus Summary Provides a quick overview of the health and status of the AVG AntiVirus service, with links to drill to details about potential issues and gaps.
Multi-Site AVG Content Filtering Summary Provides a quick overview of the health and status of the AVG Content Filtering service, with links to drill to details about potential issues and gaps.
Resources & Documentation Provides links to the CloudCare User Manual and the AVG support page.
To view the AVG CloudCare Multi-Site dashboard1 In Service Center, click Status and then click Service Modules.
2 Click the AVG CloudCare link.
See Also Viewing and Addressing Gaps in AVG CloudCare Coverage
Viewing the Site-Level AVG CloudCare DashboardThe site AVG CloudCare dashboard provides details about the number of alerts, threats, and failed backups at a site, and includes dashboard widgets that provide a quick glance at site and device health, and a summary of AVG CloudCare Windows Events. It also displays a count of devices that do not have
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a CloudCare client installed:
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To view the AVG CloudCare site dashboard• On the Central Dashboard, click the AVG icon for a site:
See Also Viewing AVG CloudCare Windows Events
Accessing AVG Documentation and Support
Viewing Reports for AVG CloudCare
Viewing the Customer-Level AVG CloudCare DashboardThe data displayed on the AVG CloudCare customer dashboard is pulled directly from CloudCare, thus providing you with a more complete view of CloudCare device counts for customers, most importantly to view customers with devices not managed by Managed Workplace. The customer dashboard displays CloudCare data in the context of the CloudCare customer, as opposed to Managed Workplace site. A CloudCare customer is not required to have a site in Managed Workplace to appear in the AVG CloudCare service module.
You can use the customer dashboard to update all CloudCare services for a CloudCare customer across all their devices. It also identifies customers with devices managed by CloudCare but not by Managed Workplace, and provides you with a quick health status overview of the CloudCare customer, including
AVG icon
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summary sections for Online Backup, Content Filtering, and AntiVirus services:
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To view an AVG CloudCare customer dashboardThere are several ways you can access a customer dashboard:
• from the Service Modules overview page (click Status, and then click Service Modules), and then clicking the count for one of the following:
• Customers with threats detected
• Customers with failed backups (last 7 days)
• Customers with devices not managed by Managed Workplace
• from the Multi-Site Overview dashboard, by clicking the customer counts in the Online Backup, Content Filtering, or AntiVirus summary sections (for example, Customers with AVG Online Backup not Enabled).
Clicking the customer count opens a page displaying a customer table. From here, you can click a customer name to open its dashboard.
Viewing a Device-Level AVG CloudCare DashboardThe device AVG CloudCare dashboard allows you to manage AVG CloudCare on the device right from within Service Center. You can enable or disable AVG Online Backup, AVG AntiVirus, and AVG Content Filtering services, update virus
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definitions, perform a backup, and run a virus scan on the device:
To view an AVG CloudCare device dashboard1 On the device Overview page, in the right sidebar, click AVG CloudCare.
Tip: You can also access the AVG CloudCare device dashboard from the site dashboard, by clicking one of the links in the summary sections for AntiVirus, Content Filtering, or Online Backup, and then clicking the Device Name link.
See Also Managing AVG CloudCare Devices
Enabling and Disabling AVG CloudCare Services on a Device
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Viewing Data on the AVG CloudCare DashboardsViewing Alerts
The AVG CloudCare dashboards display the number of alerts reported by Managed Workplace.
The alerts are generated by the AVG CloudCare Policy Module for Service Module, and are triggered when the following type of events occur:
• AVG encountered an error during a scan
• AVG detected a threat
• AVG Watchdog service is stopped
• AVG Remote IT Service service is stopped
Tip: To view a full list of the monitors and alerts included in the AVG CloudCare Policy Module for Service Module, click Configuration, and then click Service Modules. Click AVG CloudCare, and then click AVG CloudCare Policy Module for Service Module.
To view alerts across all sites1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 Click the number below the Active Alerts heading.
To view alerts at a specific site1 On the Central Dashboard, click the AVG CloudCare icon for a site.
2 Click the number below the Active Alerts heading.
AVG CloudCare icon
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Viewing and Addressing ThreatsThe AVG CloudCare dashboards display the number of AVG CloudCare Threat Alerts that have been detected:
Note: If a device has multiple threats, it is reported as a single AVG CloudCare Threat Alert.
From the multi-site and site-level dashboards, you can click the number below Threats Detected to view more information about the threats on each device, including the following:
• the device name
• the AVG CloudCare customer name
• the number of threats detected on the device
• the AVG CloudCare client version
• whether AVG AntiVirus is enabled
• whether AVG Content Filtering is enabled
• the AVG Antivirus and AntiVirus definition version
• the date that AVG CloudCare was last updated on the device
• the number of active alerts
From there, you can access AVG CloudCare to take action.
To view and address threats at the multi-site level1 Click Status and then click Service Modules.
2 Click the AVG CloudCare link.
3 Click the number below Threats Detected.
4 To address a threat, click the Cloudcare Customer Name link to log in to AVG CloudCare, at the device page.
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To view and address threats at the site level1 To access the site dashboard, on the Central Dashboard, click the AVG icon
for a site.
2 Click the number below Threats Detected.
3 To address a threat, click the CloudCare Customer Name link to log in to AVG CloudCare, at the device page.
Tip: You can also click the Device Name link to open the device-level AVG CloudCare dashboard in Service Center.
Viewing and Addressing Backup FailuresThe AVG CloudCare multi-site, site, customer, and device dashboards display the number of backup failures that have been detected:
You can click the number below Failed Backups - Last 7 Days to drill to details about the failed backups, including:
• device name
• time when the failure occurred
• duration of failure
• current backup status
• backup size, in KB
• number of files
AVG icon
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From the Failed Backups table, you can click the Device Name link to open the Device dashboard, where you can correct the issue by initiating a backup or restoring files from backup images.
Note: The AVG Online Backup service acts as an intermediary between the device and third-party backup solutions. AVG CloudCare supports numerous third-party backup solutions, however the AVG CloudCare service module supports SOS Online Backup for file and folder backups only. When you initiate a restore process from the device-level dashboard, the SOS portal opens for you to complete the restore procedure.
To view and address backups failures across all sites1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 Click the number beneath Customers with Failed Backups - Last 7 Days.
4 In the Customers with Failed Backups table, click the number in the Devices with Failed Backups - Last 7 Days column.
5 In the Devices with Failed Backups - Last 7 Days table, click the device name for the device you want to investigate. The device-level dashboard opens.
6 In the AVG Online Backup Summary section, click one of the following:
• Backup now
• Restore
Tip: You can also access the list of customers with failed backups from the Service Modules overview page, by clicking Status and then Service Modules, and then clicking the number beside Customers with failed backups (last 7 days).
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Viewing and Addressing Gaps in AVG CloudCare CoverageYou can use the AVG CloudCare multi-site dashboard to determine which devices require increased protection.
To view sites with devices missing AVG CloudCare1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 Click the number link beside Sites with devices missing CloudCare.
4 Do any of the following:
• Click a site name to open the site-level dashboard.
• Click a numbered link to view further details about devices at the site that do not have the CloudCare client installed, or do not have services enabled. You can then drill down to the device dashboard by clicking the device name to enable services.
To view and address gaps in AVG Online Backup coverageYou can use the AVG Cloudcare service module to identify devices with AVG Online Backup either not configured or not enabled. You can then drill down to the customer-level dashboard to configure AVG Online Backup for the customer, or to the device-level dashboard to enable AVG Online Backup on a device.
To configure AVG Online Backup for a customer1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 In the Multi-Site AVG Online Backup Summary area, the click the number link beside Customers with AVG Online Backup not configured.
4 In the Customers with AVG Online Backup not Configured table, click a customer name for which you want to configure AVG Online Backup.
5 In the CloudCare Management section, click the CloudCare URL link to access the CloudCare portal. The CloudCare portal log on page opens for you to configure AVG Online Backup for the customer.
To enable AVG Online Backup on a device1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
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3 In the Multi-Site AVG Online Backup Summary area, the click the number link beside Customers with devices with AVG Online Backup not enabled.
4 In the Devices with Online Backup not Enabled column, click a device number for the CloudCare customer you want to investigate.
5 Click the name of the device on which you want to enable Online Backup.
6 In the CloudCare Management section, click the CloudCare URL link. The CloudCare portal log on page opens for you to enable AVG Online Backup for the device.
To view and address gaps in AVG AntiVirus coverageYou can use the AVG Cloudcare service module to identify devices with AVG Antivirus either not configured or not enabled. You can then drill down to the customer-level dashboard to configure AVG AntiVirus for the customer, or to the device-level dashboard to enable AVG AntiVirus on a device.
To configure AVG AntiVirus for a customer1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 In the Multi-Site AVG AntiVirus Summary area, the click the number link beside Customers with AVG AntiVirus not configured.
4 In the Customers with AVG AntiVirus not Configured table, click a customer name for which you want to configure AVG AntiVirus.
5 In the CloudCare Management section, click the CloudCare URL link to access the CloudCare portal. The CloudCare portal log on page opens for you to configure AVG AntiVirus for the customer.
To enable AVG AntiVirus on a device1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 In the Multi-Site AVG AntiVirus Summary area, the click the number link beside Customers with devices with AVG AntiVirus not enabled.
4 In the Devices with AntiVirus not Enabled column, click a device number for the CloudCare customer you want to investigate.
5 Click the name of the device on which you want to enable AntiVirus.
6 In the CloudCare Management section, click the CloudCare URL link. The CloudCare portal log on page opens for you to enable AVG AntiVirus for the device.
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To view and address gaps in AVG Content Filtering coverageYou can use the AVG Cloudcare service module to identify devices with AVG Content Filtering either not configured or not enabled. You can then drill down to the customer-level dashboard to configure AVG Content Filtering for the customer, or to the device-level dashboard to enable AVG Content Filtering on a device.
To configure AVG Content Filtering for a customer1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 In the Multi-Site AVG Content Filtering Summary area, the click the number link beside Customers with AVG Content Filtering not configured.
4 In the Customers with AVG Content Filtering not Configured table, click a customer name for which you want to configure AVG Content Filtering.
5 In the CloudCare Management section, click the CloudCare URL link to access the CloudCare portal. The CloudCare portal log on page opens for you to configure AVG Content Filtering for the customer.
To enable AVG Content Filtering on a device1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 In the Multi-Site AVG Content Filtering Summary area, the click the number link beside Customers with devices with AVG Content Filtering not enabled.
4 In the Devices with Content Filtering not Enabled column, click a device number for the CloudCare customer you want to investigate.
5 Click the name of the device on which you want to enable Content Filtering.
6 In the CloudCare Management section, click the CloudCare URL link. The CloudCare portal log on page opens for you to enable AVG Content Filtering for the device.
Viewing CloudCare Customers Not Fully Managed by Managed Workplace
You can view a list of CloudCare customers that have devices that are not currently monitored by any Onsite Manager or Device Manager. For each
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CloudCare customer, you can click a device number link to view more details about the devices not currently monitored by Managed Workplace.
1 In Service Center, click Status and then click Service Modules.
2 Under AVG CloudCare, click the number beside CloudCare customers with devices not managed by Managed Workplace.
3 Do one of the following:
a Click a CloudCare Customer Name link to log in to AVG CloudCare to view more information about the customer.
b Click a number in the Devices Not Managed by Managed Workplace column to view the device name(s). From here, you can click a Device Name link to log in to AVG CloudCare to view more information about the device.
Note: The Site Name column might be blank for some CloudCare customers. This occurs when Managed Workplace is not currently monitoring any devices for that CloudCare customer, either because there is no Onsite Manager or Device Manager deployed at the customer site, or because the AVG CloudCare Policy Module for Service Module policy module is not applied to any devices at that site.
Managing Devices With CloudCare Access IssuesYou can use the AVG CloudCare service module to identify devices that have the CloudCare client installed but cannot access CloudCare services. This can be caused by multiple issues, including:
• the CloudCare credentials provided to Managed Workplace do not have permissions to the device
• the CloudCare client device ID is from a different instance of CloudCare
• the CloudCare device ID is invalid or corrupt.
You can drill down to view details to discover why the device cannot access CloudCare, and then optionally you can go to the device-level dashboard to log in to the CloudCare portal to remedy the issue.
1 In Service Center, click Status and then click Service Modules.
2 Under AVG CloudCare, click the number beside Managed devices with no CloudCare access.
3 The Managed Devices with no CloudCare Access page lists each device name, with a description of the issue. To remedy the issue, do the following:
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a Click a device name.
b In the left sidebar, click AVG CloudCare to open the device-level dashboard.
c In the CloudCare Management section, click CloudCare URL.
Managing AVG CloudCare DevicesFrom the device-level AVG CloudCare dashboard, you can update virus definitions and run a scan on the selected device. These commands are performed from within the service module, bypassing the need to log in to CloudCare to perform these routine tasks.
1 On a device Overview page, in the right sidebar, click AVG CloudCare.
2 Do one of the following:
• In the CloudCare Management section, click Update services
• In the AVG AntiVirus Summary section, click Scan device.
Enabling and Disabling AVG CloudCare Services on a DeviceYou can enable and disable AVG AntiVirus, AVG Online Backup, and AVG Content Filtering on a device.
Note: If a CloudCare service is not configured for a customer, you cannot enable or disable the service on a device. You can identify customers that do not have CloudCare services configured, and log in to the CloudCare portal to configure. For more information, see Viewing and Addressing Gaps in AVG CloudCare Coverage on page 18.
1 On the device Overview page, in the right sidebar, click AVG CloudCare.
2 Do one of the following:
• In the AVG Content Filtering Summary area, click Enable AVG Content Filtering or Disable AVG Content Filtering
• In the AVG Online Backup Summary area, click Enable AVG Online Backup or Disable AVG Online Backup
• In the AVG AntiVirus Summary area, click Enable AVG AntiVirus or Disable AVG AntiVirus
Viewing AVG CloudCare Windows EventsThe AVG CloudCare service module collects data on AVG CloudCare Windows Events. You can view the number of Windows events collected for a site,
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classified into error, warning and information categories, on the site dashboard.
1 To access the site dashboard, on the Central Dashboard, click the AVG icon for a site.
2 In the Active CloudCare Windows Event Summary - Last 7 days section, click the number beside one of the following:
• Errors
• Warning
• Informational
• All
Accessing AVG Documentation and SupportFor your convenience, links to AVG CloudCare resources and documentation are provided in all AVG CloudCare dashboards.
1 In Service Center, do one of the following:
• On the Central Dashboard, click the AVG icon for a site.
• In Service Center, click Status and then click Service Modules. Click AVG CloudCare on the right sidebar.
2 Under Resources and Documentation, click the link for the website you want to access:
• AVG CloudCare Help
• AVG Support
Viewing Reports for AVG CloudCareYou can access AVG CloudCare from within the AVG CloudCare service module to view partner reports. You can also view two reports generated by Managed Workplace:
• Site CloudCare Services Summary
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• Device CloudCare Services Summary
To view the Site CloudCare Services Summary report1 On the Central Dashboard, click the AVG icon for a site:
2 Under Reports, click Site CloudCare Services Summary.
3 In the Report Viewer window, filter the report as desired and click Preview.
To view the Device CloudCare Services Summary report1 On the device Overview page, in the right sidebar, click AVG CloudCare.
2 Under Reports, click Device CloudCare Services Summary.
3 In the Report Viewer window, filter the report as desired and click Preview.
To view AVG CloudCare Partner reports1 In Service Center, click Status and then click Service Modules.
2 Click AVG CloudCare on the right sidebar.
3 Under Reports, click CloudCare Partner Reports.
4 Log in to AVG CloudCare, and select the report you want to view.
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© 2014 AVG Technologies. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, without the prior written permission of AVG Technologies. While every precaution has been taken in the preparation of this document, AVG Technologies assumes no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein.
Managed Workplace is a registered trademark of AVG Technologies.
Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated in the United States, and/or other countries.
Microsoft, Windows, and Windows Server are trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries.
All other brands, product names, company names, trademarks, and service marks are the properties of their respective owners.
This guide was updated on January 23, 2014 1:20 pm
Appendix A – Contact Information Updated May 2014
Documentation We are committed to making your experience with our product the best it can be. If you find any errors or omissions in our documentation, or have suggestions for improving it, write to us: [email protected] Technical Support Our Technical Support team is committed to delivering best‐in‐class support to our Partners. Hours 8:00 AM EST to 8:00 PM EST, Monday to Friday. Call 1‐855‐254‐6989 extension 419 Email To contact a representative by email: [email protected] To contact a representative by email for Service Center outages: [email protected] AVG Partner Portal The Partner Portal is your one‐stop resource center for product downloads, documentation, educational videos and more. Click this link to access the AVG Partner Portal, click and then log in with your Username and Password. © 2014 AVG Technologies. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, without the prior written permission of AVG Technologies. While every precaution has been taken in the preparation of this document, AVG Technologies assumes no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. Managed Workplace is a registered trademark of AVG Technologies. Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated in the United States, and/or other countries. Microsoft, Windows, and Windows Server are trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. All other brands, product names, company names, trademarks, and service marks are the properties of their respective owners.
This guide was updated on May 1 2014.
