Hillrom SmartCare Remote Management Instruction Manual

Hillrom SmartCare Remote Management

Product Information

Specifications :

• Product Name: SmartCareTM Remote Management
• Version: 80028397 Ver. F
• Revision Date: 2023-02
• Manufacturer: Welch Allyn, Inc.
• Address: 4341 State Street Road Skaneateles Falls, NY 13153-0220 USA
• Website: hillrom.com

Product Overview

SmartCareTM Remote Management provides a way to remotely manage and administer service and support data for connected Baxter products. It is designed for system users involved in the maintenance and service of supported Baxter products. SmartCare Remote Management can be accessed at the following link: https://smartcareremotemanagement.hillrom.com
SmartCare Remote Management works by connecting to the Baxter cloud and allows access to technical support and service data. It is compatible with a range of Baxter products.

Compatibility:

For product compatibility, please refer to the compatibility matrix available for download on the hillrom.com website. For more compatibility information, please contact your Baxter representative.

Purpose:
The purpose of SmartCare Remote Management is to provide remote management and administration of service and support data for connected Baxter products. It allows users to efficiently monitor, troubleshoot, and maintain the supported products.

Product Usage Instructions

Navigate SmartCare Remote Management:
To navigate SmartCare Remote Management, follow these steps:

1. Visit the SmartCare Remote Management website at https://smartcareremotemanagement.hillrom.com.
2. Log in using your account credentials.
3. Once logged in, you will see a banner across the top of the page with helpful information. Click “More” on the right side of the banner to learn more about specific announcements or maintenance schedules.
4. On the main page, you will find the following features:
   • Account/User link: Displays the user’s name and provides a Logout link to exit SmartCare Remote Management.
   • Global Service Center link: Opens a new window and navigates to the Service Center website.
   • Contact Us link: Opens a new window and navigates to the Contact Us website.
   • ASSETS: Displays a list of assets that can be filtered by organization, ownership, and facility, and sorted by various parameters.
   • REPORTS: Provides access to various reports related to asset management and maintenance.
   • UPDATES: Allows users to view and install software updates for the supported products.
   • ADVANCED: Only visible to administrators, this menu provides access to advanced settings and configuration options.
   • Search box: Enables users to search for specific assets or information within SmartCare Remote Management.
   • Asset list column headers: Clicking on these headers allows sorting the asset list according to the selected parameter.

Use SmartCare Remote Management:
To use SmartCare Remote Management effectively, follow these steps:

1. Login to SmartCare Remote Management using your account credentials.
2. Once logged in, navigate to the desired section using the menu options or search functionality.
3. On the ASSETS page, you can filter and sort assets based on various criteria to easily locate specific assets.
4. Use the REPORTS section to generate reports related to asset management, maintenance, and performance.
5. Check the UPDATES section regularly to stay up-to-date with the latest software updates for the supported products.
6. If you are an administrator, explore the ADVANCED settings to configure and customize SmartCare Remote Management according to your requirements.

Advanced Settings (Administrators Only):
If you are an administrator, you have access to additional advanced settings and configuration options. To access these settings:

1. Login to SmartCare Remote Management as an administrator.
2. In the left-side menu, click on the “ADVANCED” option.
3. Explore the available settings and configuration options to customize SmartCare Remote Management according to your needs.

FAQ

• Q: Can I access SmartCare Remote Management from any device?
  A: Yes, SmartCare Remote Management can be accessed from any device with an internet connection and a compatible web browser.

• Q: How can I get more compatibility information?
  A: For more compatibility information, please contact your Baxter representative or refer to the compatibility matrix available for download on the hillrom.com website.

• Q: What should I do if I encounter issues or need support while using SmartCare Remote Management?
  A: If you encounter any issues or need support while using SmartCare Remote Management, please contact Baxter technical support or refer to the Contact Us page for further assistance.

Instructions for use

Welch Allyn, Connex, PartnerConnect, and RetinaVue are registered trademarks of Welch Allyn. SmartCare is a trademark of Welch Allyn. Baxter is a trademark of Baxter International, Inc.
This product may contain software known as “free” or “open source” software (FOSS). Baxter uses and supports the use of FOSS. We believe that FOSS makes our products more robust and secure and gives us and our customers greater flexibility. To learn more about FOSS that may be used in this product, please visit our FOSS website at hillrom.com/opensource. Where required, a copy of FOSS source code is available on our FOSS website.
For product information, contact Hillrom Technical Support at hillrom.com/en- us/about-us/locations/.
80028397 Ver. F
Revision date: 2023-02

Welch Allyn, Inc. 4341 State Street Road Skaneateles Falls, NY 13153-0220 USA
hillrom.com

Introduction

Product overview

SmartCare™ Remote Management provides a way to remotely manage and administer service and support data for connected Baxter products. You can find SmartCare Remote Management at the following link:
https://smartcareremotemanagement.hillrom.com
The audience for these instructions is system users involved in the maintenance and service for supported Baxter products.
See the diagram below for a high-level overview of how SmartCare Remote Management works.

Compatibility
SmartCare Remote Management is compatible with the following web browsers:

• Microsoft Edge
• Google Chrome
• Safari, iOS 14

For product compatibility, refer to the compatibility matrix that you can download at the following link: https://www.hillrom.com/en/products /smartcare-remote-management/
For more compatibility information, please contact your Baxter representative.

Purpose

SmartCare Remote Management helps you to remotely service-connected Baxter products through features such as those listed below.
NOTE The specific items from the list below that apply to your connected Baxter product may vary depending on the type. Contact your Baxter representative for more information about the specific service-related tasks.

• Remote log retrieval
• Preventive maintenance tracking
• View error code notifications
• Component health alerts
• Access and print reports
• Access and deploy configuration and custom data files
• Upgrade firmware
• Locate connected Baxter products via access point (AP) mapping information

Navigate SmartCare Remote Management

The SmartCare Remote Management user interface provides filters, a search box, and hyperlinks as navigational tools. An example of a SmartCare Remote Management screen with callouts identifying key features appears below.

• NOTE The screen below is only an example. The actual interface may vary.
• NOTE The ADVANCED menu option shown below is only visible to administrators.
• NOTE If you have administrative privileges, then you may see an initial rollup page before the screen below. From the rollup page, you can click your organization’s name to navigate to the screen below.
• NOTE A banner across the top of the page may appear, providing helpful information. For example, this banner may indicate the date of upcoming site maintenance. To learn more about a specific banner, click More on the banner’s right side.

Use SmartCare Remote Management

This chapter addresses the following topics and tasks:

• Best practices for deploying configuration and software updates
• Log in and log out
• Access the asset list
  • Filter the asset list
  • Use the search box
• Access asset details
• View error code notifications
• Component health alerts
• Access and print reports
• Change call-home frequency (Service Monitors only)
• Access and deploy configuration and custom data files
• View the status of a configuration deployment
• Upgrade firmware
• Locate connected Baxter products via access point (AP) mapping information
• Use the support links

Best practices for deploying updates and upgrades

This section describes recommended best practices for deploying new configurations and software upgrades to your connected Baxter products using SmartCare Remote Management.
Before deployment

• Make sure the scheduled deployment time is during normal business hours when resources are most likely to be available for you, including Baxter. The customer owns the communications and training plan.
• Be sure to perform basic regression test cases first to ensure the updates/upgrades work correctly in your environment before a vast deployment. In addition to verifying asset network connectivity, ensure the asset tag and location fields appear properly on the asset.
• Before the planned deployment, coordinate with clinical staff to turn on assets during the planned update time to ensure maximum update coverage

During and after deployment

• Use the SmartCare Remote Management report feature to check on the CFG Update Status and/or the Firmware Status.

Log in and log out

This section describes two different methods of logging into SmartCare Remote Management. Depending on how your facility is set up, you will either log in without single sign-on or sign in with single sign-on.
These instructions assume you have established login credentials to access PartnerConnect® and have credentials to access SmartCare Remote Management. If this is not the case, contact your organization’s administrator.

• NOTE See “Sign in (with single sign-on)” for more information about the single sign-on process

Log in (without single sign-on)

Follow the steps below to log in to SmartCare remote management if your facility is not set up with single sign-on.

1. Open an internet browser and enter the SmartCare Remote Management URL:
   https://smartcareremotemanagement.hillrom.com

2. Enter your email address and password for this site.

3. Click LOG IN. SmartCare Remote Management opens and displays either the ASSETS window or a rollup page from which you may select your clinic.
   NOTE By default, SmartCare Remote Management presents an unfiltered asset list at the start of a new session.

4. If you have forgotten your password, click Forgot password? to receive an email with instructions for updating your password.

Sign in (with single sign-on)

Follow the steps below to sign in to SmartCare remote management if your facility is set up with single sign-on.
The single sign-on method allows you to authenticate your credentials through your company’s existing Active Directory (Windows login). This method eliminates the need to provide a username and password at every login.

NOTE Single sign-on is available to customers with corporate accounts that are compatible with SmartCare remote management. Establish the initial account setup in advance with help from Hillrom Technical Support:
hillrom.com/en-us/about-us/locations/

1. Open an internet browser and enter the SmartCare Remote Management URL: https://smartcareremotemanagement.hillrom.com

2.  Click SINGLE SIGN-ON.

3. Click the name of your company’s single sign-on provider.
   NOTE The look and feel of the prompts after this step may vary

4. Enter your corporate email and click Next.

5. Enter your corporate password and click Sign in. A message may appear asking whether you would like to stay signed in.

6. If a message appears, asking whether you would like to stay signed in, click the appropriate option. For example, you may click Yes to reduce the number of times you are asked to sign in, or you may click No to opt out of this feature

If it is your first time signing in, an ACCESS PENDING message will appear. Contact your corporate SmartCare Remote Management administrator to request an assignment to the proper asset group(s). Once the administrator assigns you to the asset group(s), you will be able to log into SmartCare Remote Management.
NOTE Please see “Provide a new user with single sign-on access” in the “Manage SmartCare Remote Management users” section for more information about single sign-on.

Log out
To exit SmartCare Remote Management, follow the steps below.

1. Click the Account/User link at the top of the screen. (Look for your user name.)
2. Click Log out in the popup window.

Access the asset list
The asset list provides a complete list of equipment associated with your Account/User ID. This list opens automatically when you log in to SmartCare Remote Management, unless you are an administrator, in which case the list will open after you click the name of your clinic. To access the asset list from any other screen in SmartCare remote management, click the ASSETS option on the left side of the screen.

Filter the asset list
Filtering enables you to refine the asset list by asset type and by organization, including by a specific location within an organization.
By default, no filters are applied at the start of a SmartCare Remote Management session, but you can apply filters at any time during your session. Once you apply filters, they persist throughout a session until you modify them.
The steps below move from the most general to the most specific filter options, but you can filter by model alone and in some cases with a subset of the other available filters.

1. To filter the asset list by organization, select the Organization dropdown. The organization dropdown appears above the asset list. The screen will refresh to display the selected organization.

2.  To filter the asset list by location or facility, select the location from the Organization dropdown.
   The screen will refresh to display the selected location.

3. To filter the asset list by model, click a selection under Asset type. The screen will refresh to display the selected model type.

The asset list data presented changes based on filters applied and includes the following details:

• Firmware
• Config file
• Asset tag
• Serial number
• Ownership
• Last connected
• PM due (date preventive maintenance is due)
• Status

You can sort asset list data by clicking in selected columns. The Type column and the Ownership column are unsortable. In addition, if more than 50 results appear in your list, pagination controls at the bottom of the screen allow you to navigate to additional asset list data.

Use the search box

Another way to refine the asset list is to use the search box to enter a query that will look for a match in a device’s model name, asset tag, serial number, ownership, or connection information. Entries in the search box immediately clear any applied filters. To use the search box, follow the steps below.

1. Place your cursor in the search box.
2. Enter the alphanumeric characters for your query. With each character you enter, the results displayed change to present all devices with data that exactly match your query. Note that partial serial numbers, dates, and words may suffice to narrow your results.
3. Modify the search, if needed, by editing your query.
4. To clear the query, click the X in the search box.

If no devices match the search query, the screen displays the message, “Displaying 0-0 of 0 results.”

Access asset details

Access detailed information about a specific asset on the ASSET screen by following these instructions.

1. Use filters or a search query as desired to refine the asset list data presented onscreen.

2. Click anywhere in a specific asset’s row to open its asset details screen.

3. Click the asset detail tabs to find the specific information you need. The available tabs vary based on the asset selected. Possible tabs include Preventive maintenance, Component information, Error codes, and Logs.
   NOTE From the asset details screen, you may be able to view access point (AP) mapping information to help you find an asset’s approximate location. If you are an administrator, you may also enter a custom label.

4. To open the Request logs window, if available for your asset, click the Logs tab, click Request logs, select the type of log you want to download as well as the date(s) if applicable, and click Download.

5. Click Edit to edit asset details, if desired.
   NOTE If the asset has a fixed location, you can modify and save room and bed details in this window. This information is saved only on the SmartCare Remote Management server for tracking purposes and is not pushed to the asset.

View error code notifications

Some connected Baxter products offer an option to view information about error codes from the asset details screen. If your connected Baxter product offers this option, follow the steps below to view the information.
NOTE The following icon indicates error codes or alerts.

1. From the ASSETS screen, use filters or a search query to refine the details.
2. Click anywhere in a specific row to view additional details.
3. Click the Error codes tab.
4. Click the row that displays the error name. A window showing information about the error, including possible solutions, appears.
   NOTE Click Reference either in the asset details screen or in the error code window to open the service manual.

Depending on the type of asset, you may see status information about service alerts in the error codes window. An “Active” status means that the asset reported an error. “Acknowledged – no work order” means that Baxter support has acknowledged the error but has not yet assigned a work order. “Acknowledged – work order” means that Baxter support has assigned a work order. In the case of an acknowledged work order, the work order number will appear next to the “acknowledged” status.

Component health alerts

• NOTE The following icon indicates a component health alert, such as a battery end-of-life alert, or an error code.
• NOTE Not all connected Baxter products will have this feature.

Component health alerts help you to know when the health of a component may be in question.
For example, the end-of-life battery alert helps you proactively replace batteries. When a battery in a connected Baxter product is nearing its end of life, a battery end-of-life icon ( ) appears on the ASSETS page in the Status column. This icon means that the battery maximum capacity is at less than 35% and that only a portion of the battery is usable. Low battery maximum capacity shortens the amount of time before battery charging is required. If the battery end-of-life icon appears, we recommend that you replace the batteries in the asset.

View end-of-life battery alert details
To view an end-of-life battery alert and the percentage of battery life remaining, follow the steps below.

1. From the ASSET screen, use filters or a search query to refine the asset list data.
   The end-of-life battery alert ( ) appears in the Status column.

2. Click anywhere on a specific asset’s row to open its asset details screen.

3. Click the Component information tab where the end-of-life battery alert also appears.

4. Click > next to the battery name to expand the details about the battery status.

The end-of-life battery alert appears next to the percentage of remaining battery life.

View a list of assets with end-of-life battery alerts
Using the Reports option, you may view a list of the assets with end-of- life battery alerts. Follow the steps below to generate an Activity report with the end-of-life battery alerts prioritized.

1. Click the REPORTS option on the left side of the screen.

2. At the top of the REPORTS screen, select the desired facility and asset type. For the report type, select Activity.

3. Click the column heading Replace? to sort by assets that need their batteries to be replaced. The letter Y indicates that, yes, the batteries are close to their end of life (less than 35% battery maximum capacity remaining), and the letter N indicates that, no, the batteries are not close to their end of life.

4. Click GET REPORT.
   The screen refreshes and the Activity report appears.

5. Scroll through the tables and expand fields to find the specific information you need.

6. To print a report, click the Print button in the upper right corner of the screen, and then click Print in the Windows Print window.

NOTE The printed report shows only the details that appear on the screen. Expand fields to reveal hidden data you want to include in printed reports

Access and print reports

Access and print detailed usage and firmware information through the REPORTS screen by following the steps below.
NOTE Some examples in this section are cropped to support the presentation on the page.

1. Click the REPORTS option on the left side of the screen.

2. At the top of the REPORTS screen, select the desired facility, asset type, and report type to filter your results.
   Options:

   • Asset type: Asset types linked to SmartCare Remote Management
   •  Report type: CFG Update Status, Usage, Firmware Version, Firmware Status, Activity, CMMS Report, and Access Point Locations

3. Click GET REPORT to refresh the screen and see the selected report.

4. Scroll through the tables and expand fields to find the specific information you need.

5. To print a report, click the Print button in the upper right corner of the screen, and then click Print in the Windows Print window.
   NOTE The printed report shows only the details that appear on the screen. Expand fields to reveal hidden data you want to include in printed reports.

Change call-home frequency (Service Monitors only)
A connected Baxter product only receives updates during the call-home interval. From SmartCare Remote Management, you can control the asset call- home interval for Welch Allyn Service Monitors. The minimum call-home interval is 15 minutes.
When you plan to deploy a large number of updates, you may change the asset call-home interval to 15 minutes and the deployment mode to “true.” Certain products are an exception.
Follow the steps below to update the call-home frequency.

1. Click UPDATES on the left side of the screen.

2. Click Service Monitor from the dropdown list under the Asset type menu.

3.  Select the call-home period value from the Call home Period dropdown menu. Available options are as follows:

   • P1D (24 hours)

   • PT8H (8 hours)

   • PT4H (4 hours)

   • PT15M (15 minutes)
     Available options for Deployment Mode are as follows:

   • False (Off)

   • True (On)

4. Click Next.

5. Select a list of Service Monitors.

6. Click Deploy.

Access and deploy configuration and custom data files

SmartCare Remote Management enables you to deploy (or push) saved configuration files to one or more connected Baxter products in your facility. To complete a deployment, a biomed or other authorized user must first save or push the desired configuration file from a specific device.
NOTE If the configuration includes custom data, a separate custom data file is transmitted at the same time you push the configuration file to PartnerConnect.

1. Click the UPDATES option on the left side of the screen.

2. Click Select under the Asset type option.

3. Select the name of your connected Baxter product from the dropdown list.

4.  Click Select under the Update type option.

5. Click Configuration in the dropdown list.
   A list of saved configuration and custom data files populate the table. Tags on these files reveal their types.

6. Click the desired filename.

7. Click Next. The DESTINATION screen appears. This screen shows the selected file at the top of the screen and a list of connected Baxter products in your facility that are eligible to receive the configuration file.

8. Select one or more devices in the list.

9. Click Next. The configuration file (item to push) and the destinations appear on the next screen.

10. Click Confirm to deploy the file to the indicated destinations.

11. To confirm that the configuration file has been pushed to the asset(s), click the ASSETS option on the left side of the screen, and click each connected Baxter product to which you pushed the configuration. This allows you to check the asset details
    In the asset details summary at the top of the page, “Last configuration deployed” or “Last customization deployed” shows the most recently deployed filename and should match the configuration or custom data file you selected.
    NOTE Deployed configuration or custom data files may not be active immediately. These files remain in a queue to be loaded once the call-home interval has completed.

View the status of a configuration deployment
After a configuration has been deployed, the progress will display on the REPORTS screen. Follow the steps below to view the status of a configuration deployment

1. Click the REPORTS option on the left side of the screen.
2. From the dropdown menu at the top, select your facility.
3. Select the name of your connected Baxter product.
4. Select CFG Update Status.
5. Click GET REPORT.

Clicking Get Report also refreshes the list. See the example below.

1. Select an asset type and associated report types
2. The Serial number, Configuration, Ownership, Status, and Last deployed columns are searchable
3. The reports table and all columns are sortable (see the “Column explanations” table below)
4. Each page displays up to 50 connected Baxter products. Click the arrows to page through devices
5. The context-sensitive popup page contains explanations of each Status string
6. Click the Download button to download a report in .csv format

Additional tips:

• Search for assets using the search bar
• Click the Information button to open a popup window explaining the meaning of each status

The table below explains the columns.
Column explanations

Upgrade firmware

SmartCare Remote Management enables you to upgrade firmware on one or more connected Baxter products when new firmware is released. Follow the steps below to upgrade firmware, when possible for the product type.

1. Click UPDATES on the left side of the screen.

2. Select the connected Baxter product type from the Asset type dropdown menu.

3. Select Upgrade from the Update type dropdown menu. If any firmware upgrades are available, they will appear in the results table.

4. Click on the desired firmware version and click Next. The Select assets screen appears. The selected file displays at the top, and below it appears a list of assets in your facility eligible to receive the upgrade.

5. Select one or more assets in the list and click Next.
   The Review action screen appears, listing the following items:

   • Item to push
   • Destinations
   • Date or time of the push

6. Click the Immediately radio button to push the item to the asset immediately, or, if available for the asset, click the Schedule radio button to set the date and time when you would like to push the item to the asset.

7. Click Confirm.
   NOTE Deployed firmware upgrades may not be active immediately. Each deployment may remain in a queue until the call-home interval occurs.

Locate connected Baxter products via access point (AP) mapping

information

SmartCare Remote Management reports the MAC address of the last access point with which the asset communicated. When an administrator adds location data to an access point, this information allows you to find an asset’s approximate location. If you are an administrator, see the section “Add access point (AP) mapping information” for more information.
You may search AP mapping information, and this information is available in the Access Point (AP) tab in the ADVANCED menu, the firmware update page, the configuration update page, the Firmware Status report, and the Configuration Update Status report.

Use the support links

SmartCare Remote Management includes two useful links to assist you. Follow the steps below to access these links.

1. From SmartCare Remote Management, click the Global Service Center link on the lower left side of the screen to access the Service & Support page on the Hillrom website. This link is available on every screen of SmartCare Remote Management, including the splash screen where you sign in. This link provides quick access to service information, documentation for your device, and other self-help tools. This page opens in a separate window.
2. To contact Baxter with questions or concerns, click Contact Us. This link is available on every screen in SmartCare Remote Management after you sign in. This link provides quick access to customer service and technical support for your region as well as helpful links for specific groups like physicians, veterinarians, hospitals, students, governments, and distributors. This page opens in a separate window

Advanced settings

(administrators only)
SmartCare Remote Management has two different types of users, a regular user and an administrator. An administrator has access to additional settings.
If you are an administrator, you will see the menu option, ADVANCED, on the left side of the screen when you are logged into SmartCare Remote Management.

Create custom labels
By default, asset type names will appear as the factory default, which is the product name or an abbreviated product name. For example, the RetinaVue 700 Imager will appear as “RV700.”
If you are an administrator, you may add custom labels to most supported asset types to help distinguish them. For example, you may want to distinguish assets by a location, such as “ICU Bed” or “Emergency Dept 1,” or by their functionality, such as “Step Down Bed.” These custom labels will then appear throughout SmartCare Remote Management in a variety of places. These places may include the main asset list page, the asset details page, the Activity report, the Configuration Update report, the Firmware Status report, the firmware update page, and the configuration update page.
To create a custom label for a single asset, click Edit from the Asset Details screen. As an administrator, you can then enter the custom label for the selected asset.
To create custom labels for multiple assets, follow the steps below.

1. Click ADVANCED on the left side of the screen.
2. Click Custom label.
3. Select your organization and asset type from the dropdown lists.
4. Click Export. Your browser will attempt to download a CSV file called “Exported_Devices.csv.”
5. Open the CSV file and edit the Custom Label column as needed.
6. Save and close the CSV file.
7. Click Import
   NOTE Not all asset types will support custom labels.

Delete an asset

• NOTE Not all asset types can be deleted.
• NOTE Asset deletion cannot be reversed without re-registration. Once an asset is deleted it will not show again unless it re-registers (or reports back in) to SmartCare Remote Management. Re-registration is not automatic.

Administrators can delete some types of assets from SmartCare Remote Management. If you are an administrator, follow the steps below to delete one or more assets.

1. Click ADVANCED on the left side of the screen.
2. Click Delete asset.
3. Select your organization and asset type from the drop-down menus.
4. Use the checkboxes to select one or more assets.
5. Click DELETE SELECTED.
6. Carefully read the pop-up information.
7. Click Yes to confirm.

Reconnect assets

NOTE This section only applies to certain assets, such as CSM and CVSM.
Before a deleted asset can come back online and re-register, you must delete the asset serial number and ID from the PartnerConnect Agent cache. Follow the steps below to update the PartnerConnect Agent cache file.

1. Access the computer where PartnerConnect is installed on your network.
2. Browse to the file “DeviceManagementFileName.” The default Windows install path is C:\Program Files (x86)\Welch Allyn\PartnerConnect\DeviceManage.
3. Backup or make a copy of the file as needed.
4. Close the PartnerConnect Agent.
5. Open the file “DeviceManagementFileName” with any text editor.
6. Locate and delete the row or rows containing the deleted asset’s serial number and ID (e.g. 100031952020, 23122).
7.  Save and close the file.
8. Restart the PartnerConnect Agent.

When the asset comes back online, the PartnerConnect Agent cache file will be updated.

Manage SmartCare Remote Management users

In SmartCare Remote Management, an administrator can add, edit, and remove users from the ADVANCED menu option.

Create a new user
If you are an administrator, follow the steps below to create a new user.

1. Click ADVANCED on the left side of the screen.

2. Click User Management if the tab is not already open.

3. Click Create.

4.  Type the new user’s information into the available fields.
   NOTE If you want the new user to also be an administrator, check the box next to the word “Administrator.” This will give the new user the same SmartCare™ Remote Management access level that you have.

5. Click Save to add the new user. The Save button is in the bottom right corner of the window. You may need to scroll down to see it.
   Once a new user is created, a password reset email goes to the user’s email address to establish the user’s own password

Edit or delete a user
If you are an administrator, follow the steps below to edit or delete a user.

1. Click ADVANCED on the left side of the screen.
2. Click User Management if the tab is not already open.
3.  To edit a user’s details, click Details and then make the edits. To delete a user, click Delete.
4.  Follow the final prompt to either complete the process or cancel.

Give a new user single sign-on access
As an administrator, you may receive requests for access from users who are trying to access SmartCare Remote Management through single sign-on for the first time. Follow the steps in this section to provide new users access to SmartCare Remote Management and to assign new users to the appropriate asset group(s).

NOTE The system will not automatically notify you when a user attempts to access SmartCare Remote Management through single sign-on.

1. View the ADVANCED menu option in the left column of SmartCare Remote Management.
   An exclamation point icon next to the word “ADVANCED” indicates that a new user has attempted to sign in using single sign-on.

2. Click ADVANCED to view any pending requests. The “Role” column will state “unassigned” for users requesting access.

3. Click the unassigned user’s name to edit the user.

4. Assign the user access to asset groups as needed. From this screen you may also choose to make the user an administrator. Please use this option carefully, as it gives the user the same level of administrative rights as yours.
   NOTE When you save, the changes will take effect immediately

5. Notify the new user that access is now granted.

Add access point (AP) mapping information

SmartCare Remote Management reports the MAC address of the last access point with which the asset communicated. Adding location data to access points allows you to find an asset’s approximate location.
All users may search AP mapping information, and this information is available in the Access Point (AP) tab in the ADVANCED menu, the firmware update page, the configuration update page, the Firmware Status report, and the Configuration Update Status report.
If you are an administrator, follow the steps below to add access point mapping information from the Access Point (AP) tab.

1.  Click the ADVANCED option on the left side of the screen.

2. Click the Access Point (AP) tab at the top of the screen. The Select facility dropdown appears on a refreshed screen.

3. Click the name of your facility from the dropdown list. The page refreshes and displays the Export, Import, and Add buttons as well as any previously added AP mapping entries.

4. Click the Add button on the right side of the screen.
   The ADD AP MAPPING screen appears.

5. Type the MAC address along with the following information, as available, into the appropriate fields.

   • Campus
   • Building
   • Floor
   • AP location
     The data entered in these fields is used to locate assets.

6. Click Save.
   The entered data will appear as a line item on the asset details screen, under Locate asset. It will also appear on the REPORTS page when you select Access Point Locations from the Report type menu.

From the AP mapping page, you may also perform the following actions, if you are an administrator:

• Click the Edit button to change an AP mapping entry.
• Click the Delete button to delete an AP mapping entry.
• Click the Export button to export AP mapping information to a .csv file.
• Click the Import button, click Select file…, and upload a .csv file to simultaneously import multiple pieces of AP mapping information.
  NOTE As an administrator, you may also edit AP mapping information from the ASSETS screen. To do so, click a specific asset, click the Locate asset button, click Edit AP mapping, and enter the information as described in Step 5 above. Then, click Save.

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