Technology &
Infrastructure Services
Secure Internet Service
VPN Client 5.0 Deployment
Pascal Heiniger, Global Service Manager
Basel
November 10, 2017
Aproach for VPN Client 5.0 [Build 02] deployment
(Win7 & Win10 users)
Scope:
All Win 7 (Core 02.xx) & Win 10 (Core 06.xx) laptops (except NIBR)
The VPN Client_5.0_L_EN_02 package we are deploying includes special functionalities:
- To reduce the installation failure rate package only install if connected to Novartis network (Corp. LAN, GIM60
Wi-Fi). If VPN connection is recognize the installation will be postponed and SCCM will try to install the
package again in next 24 hours.
- To execute the package installation even for remote users we are able to overrule that check in our backend
system at later stage.
Clear and targeted Communication on deployment plan to end Users were created:
- VPN User Guide and end user communication created in 9 different languages for Win7 users.
- Internal support Web site of RAS CC team is available. http://vpdnupdate.novartis.net/rascc/
- VPN client 5.0 [Build 02] update for Windows 10 user are planned without enduser communincation.
The deployment is planned in small waves with globally distributed users groups to balance the
ServiceDesk workload in case of installation issues.
Hypercare calls will be set up to identify issues related to the deployment and initiate the necessary
actions with involvement of Service Desk and Regional IT teams.
Business or Operating Unit/Franchise or Department
2
Business Use Only
VPN Client 5.0 [Build 02] upgrade progress Win10 users
Overview
Windows 10 users
Total Win10 users
14738
Total Win10 users to deploy
6031
Total Win10 users on latest
version
8707
DEPLOYMENT VPN CLIENT V5 - WIN 10
Installations completed
Installations pending
390 1684
W AVE 1 - INSTALL DATE: 09-OCT-17
802
W AVE 2 - INSTALL DATE: 09-OCT-17
W AVE 3 - INSTALL DATE: 24-OCT-17
1077
W AVE 4 - INSTALL DATE: 31-OCT-17
1070
W AVE 5 - INSTALL DATE: 07-NOV-17
W AVE 6 - INSTALL DATE: 14-NOV-17
41
130
154 202
251 243
19975
0
2434
2686
Business or Operating Unit/Franchise or Department
3
Business Use Only
VPN Client 5.0 [Build 02] upgrade progress Win7 users
Overview
Windows 7 users
Total Win7 users
75249
Total Win7 users to deploy
73919
Total Win7 users on latest version
1330
DEPLOYMENT VPN CLIENT V5 - WIN 7
Installations completed
Installations pending
Installation to complete
Extended pilot
W AVE 1 - INSTALL DATE: 31-OCT17
290
W AVE 2 - INSTALL DATE: 8-NOV17
W AVE 3 - INSTALL DATE: 14-NOV17
103 40
0
85 125
857
1000
Business or Operating Unit/Franchise or Department
4
Business Use Only
Planning for VPN Client deployment Win7 &
Win10 users
Business or Operating Unit/Franchise or Department
5
Business
5
Business
Use Only
Use Only
User distribution for VPN Client 5.0 [Build 02]
deployment (Win7 & Win10 users)
Win 10
Wave 1
Wave 2
Wave 3
Wave 4
Wave 5
Wave 6
Total
in Wave
490
973
1433
1564
2708
2686
9854
Available Date
26-Sep-2017
27-Sep-2017
19-Oct-2017
26-Oct-2017
2-Nov-2017
9-Nov-2017
Win 7
Wave 1
Wave 2
Wave 3
Wave 4
Wave 5
Wave 6
Total
in Wave
500
997
1000
2984
4000
4000
13481
Available Date
26-Oct-2017
1-Nov-2017
8-Nov-2017
Mandatory Date
9-Oct-2017
9-Oct-2017
24-Oct-2017
31-Oct-2017
7-Nov-2017
14-Nov-2017
Mandatory Date
31-Oct-2017
7-Nov-2017
14-Nov-2017
Week 48
Week 49
Week 50
Status
Deployed
Deployed
Deployed
Deployed
Status
Done
on going
EMEA
314
528
613
665
907
848
EMEA
237
295
437
1349
1742
2060
Business or Operating Unit/Franchise or Department
6
Business Use Only
NA
50
137
310
419
369
417
NA
125
320
238
503
673
839
LA
50
60
166
162
207
203
LA
8
26
25
199
330
184
AP
76
248
344
318
454
439
Japan
0
0
0
0
112
118
AP
130
356
300
867
1216
677
Japan
0
0
0
66
39
240
Ticket Handling / Ticket Escalation
• In case of issues with the VPN please assign the ticket to GL_ConnectivityServices-RAS using the
RoD template “VPN_Client_Ticket_RASCC” with a comment in the summary „Deployment issue“
• Please check if you have access to the RoD template. If not please send an email to
ras.connectivity@novartis.com with your RoD resolver group as information.
Business or Operating Unit/Franchise or Department
7
Business Use Only
Known Issue
• After the installation of the VPN client 5.0 [Built 02] a reboot is required. Various issues occurred if
not restarting the workstation.
• What should be done in case of an Issue:
– Reboot Workstation
– Perform Topology update
– Check SafeNet Token
– Reinstall the VPN client via SCCM (Uninstall/Install)
– Assign the RoD ticket to RASCC with a comment in the summary
„Deployment issue“ using the template
„VPN_CLIENT_TICKET_RASCC“
Business or Operating Unit/Franchise or Department
8
Business Use Only
Homepage
New RASCC Homepage is available and provide you the following
information:
•
Detailed deployment plan
•
Troubelshooting information
•
Download section (user guides,
Helpdesk guides, etc.)
•
FAQ (regularly updated)
•
Contact details
http://vpdnupdate.novartis.net/rascc/
Business or Operating Unit/Franchise or Department
9
Business Use Only
FAQ - 1
Can you explain the scope of that deployment?
Every user using VPN and who has a laptop with Windows 7 and Windows 10 (excluded NIBR) is in scope.
I have installed Windows 8.1 can I install the new VPN Client?
No, the new VPN client is not qualified for Windows 8.1, please use the VPN Client_3.0_L_EN_02 or upgrade to
Windows 10
Do you schedule the deployment by site and division?
No we schedule the Deployment Waves global to have small number of updates per day, region and site to not
create a high load of request at the Service Desks.
Is it possible to install the VPN client out side the deployment?
Yes the new VPN client is available for everyone (excluded NIBR) on the SCCM for Windows 7 and Windows 10.
The package name is «VPN 5.0_L_EN_02».
The VPN icon in the system tray changing the color, is that normal?
Yes that is normal the new VPN client has an connection speed test integrated. Which will be displayed in the icon.
Good connection:
Average connection
Business or Operating Unit/Franchise or Department
10
Business Use Only
FAQ - 2
Is the IT Service Desk trained?
Yes, we have trainings planned for the coming Service Desk Forums and additional Troubleshooting Guides are in
place and shared with them.
I am from local Help Desk but I do not know how to support VPN users?
Training and Troubleshooting Guide can be downloaded from the following URL: http://vpdnupdate.novartis.net
We have an issue that we can’t fix also if we consult the Troubleshooting Guide. Who can we contact?
Please escalate the incident to our 3rd level technical support and assign the ticket to «GL_ConnectivityServicesRAS». Please us the Remedy (RoD) template «VPN_Client_Ticket_RASCC» with a comment in the summary
„Deployment issue“ and fill out the requested information in the Notes field.
What’s the impact for the end-user?
He get’s notified about the planned update and she/he can initiate the SCCM package installation or wait for the
date when the package get pushed. After the installation a reboot is necessary to finalize the installation. Now
she/he has the new VPN client 5.0 [Build 2] with the new User Interface.
Business or Operating Unit/Franchise or Department
11
Business Use Only
FAQ - 3
How do we communicate the update?
We send a email directly to the customers with a short information about why and what we change. The installation
and timeframe and include a user guide for the new user interface of the VPN client.
How the user get selected for the deployment waves?
We selected the users randomly and spread them globally. But we are aligning with the Office 2016 migration
project and the Win10 deployment team.
Why do we have to update the VPN client 5.0 on Win10?
Our latest package «VPN Client_5.0_L_EN_02» includes the new Checkpoint client E80.70 that is compliant with
the latest Win10 updates that are part of Core 06.02. The old package 01 will not work with the latest Win10 semianual update (1703)
Will the package get installed if I’m remote connected?
No, we implemented a check that the installation will only happen if the client is connected to the network. The
package will then show up at the Software Center as “failed” but SCCM will retry to install the package every 24hrs.
Business or Operating Unit/Franchise or Department
12
Business Use Only
FAQ - 4
I have issues with VPN client. Shall I upgrade to the new VPN Client?
Yes in case of any issues with the old VPN client (VPN Client_2.0_L_EN_01 or VPN Client_5.0_L_EN_01) please
install the new VPN client from the SCCM, and restart the laptop with the user. Only if user is connected to Novartis
network.
Where can i find the quick reference guides about the new VPN Client 5.0?
We made all the documents available on our RAS CC webpage – DOWNLOADS – DOCUMENTS – Quick
Reference Guides VPN Client 5.0 or via direct link
Is the user communication already available?
Yes the user communication can be found here, and also for the new Waves will be a new version available with
the updated availability and push date of the package.
Business or Operating Unit/Franchise or Department
13
Business Use Only