1

User’s Guide For FreshStart Service Providers

© 2019 by CyberSpa LLC. All rights reserved.

2

What is a PC FreshStart? A PC FreshStart is an automated tool that allows you to image your customer’s new drive with clean, up to date installations of Windows and popular software like Internet Explorer, Skype, and iTunes. FreshStart also automatically and securely copies over your customer’s data, settings, and favorites to the new drive so that things are right where they left them when their PC boots from the new drive.

A PC FreshStart is not just another ghosting service that transfers everything from the old drive—With FreshStart, new system and application software is installed, and your customer’s data files are virus and malware-scanned through ESET Smart Security before they are copied over to the new drive, so any PC software problems are left behind. Plus, nothing is deleted from the old drive, so everything remains on what is now a back-up drive. Even better, unlike most ghosting tools, a FreshStart fully supports upgrading from an HDD to an SSD, which means you can transfer your customer’s data without any trouble.

The majority of the service is fully automated—the most difficult part of the FreshStart process is installing the hard drive. Simply follow the prompts of when to connect and disconnect the old drive, and the program takes care of the rest. A full FreshStart with data transfer usually takes about an hour, depending on the PC’s USB connection type and the amount and type of data being transferred.

How Are PC FreshStart Services Delivered? As a retailer with a store location, there are potentially three ways you can provide your customers with a FreshStart Service:

1. As a PC repair option for customers who have older PCs with drive-related issues 2. As a PC upgrade for customers purchasing a new PC interested in SSD technology and/or data

transfers 3. As an online or in-store DIY Tool for customers who buy new drives and want an easy way to

image their new drives

In this guide, we’ll be focusing on helping customers who come in for PC repairs or new PC purchases, as we believe this is where you will receive most of your FreshStart service requests.

How much does a PC FreshStart Service Cost? Our MSRP for selling a FreshStart key is $20.00. To register your business and add your store to our Service Provider map on our MyPCFreshStart website, contact CyberSpa at info@cyber-spa.com.

As for what a FreshStart will cost your customers, CyberSpa does not tell you what to charge for the service. The typical service price for retailers and onsite techs offering this service is around $99.99, plus the cost of the replacement drive. You may also wish to offer bundle pricing with drives and other drive-related accessories or software promotions.

3

How long does a PC FreshStart take? The FreshStart process is really broken down into three stages:

• 10-12 minutes: Image the Customer’s Drive • 10-15 minutes: Remove the old drive and install the new drive (note: the removal of the old

drive can be done while the new drive is imaging to save time) • 10-15 minutes: Program runs a forensic analysis on the old drive

CyberSpa engineered our FreshStart software to make the process of replacing a hard drive as fast and easy for techs as possible. Because the software automates much of the process, your techs will be free to assist other customers while the program runs. In truth, the most difficult and time-consuming part of the process for you will be installing the drive—everything else is handled by the program itself.

After the forensic analysis of the old drive completes without any errors, you can leave the program to finish transferring over the data and files. This process takes between 45 minutes to an hour, depending on the PC connection (USB 2.0 versus 3.0), the amount of data your customer has, and the types of data files on the drive. We recommend checking on the PC after about an hour. Once the program is done, you just need to spend a few minutes completing some finalization steps and the PC is ready for pickup.

How does PC FreshStart work? The FreshStart Process is broken down into 10 easy steps:

1. Gather Your Supplies 2. Download the Imaging Tool 3. Download the WIM Image 4. Image the New Drive 5. Install the New Drive 6. Boot the PC & Connect the Old Drive 7. Run the Program 8. Disconnect the Old Drive 9. Housekeeping

We’ll review each step and provide tips to help make the process as easy as possible. For more information, be sure to visit our website: http://mypcfreshstart.com/

Step 1: Gather Your Supplies The first step to a successful FreshStart is to gather all of the necessary items you’ll need to complete the process. These include:

• New HDD or SSD Your customer will need to purchase a drive with a minimum requirement of at least 120GB of space. Assist them in choosing the drive that best meets their PC needs. The selection of a replacement drive should be based on 3 factors:

PC Use Profile – Power User or Web surfer? Storage Requirement – How much Data is on their current drive? Price – Can they afford SSD performance?

4

• Drive Case, SATA to USB Cable, or Drive Dock We recommend that your customer purchases a drive case with USB connector so they can use their old drive as an external backup, or at the very least a SATA to USB cable. If they do not care about keeping their old drive and just want to image the new drive, you can use a good drive dock to image the drive for the service.

• A FreshStart License Key We offer discounted FreshStart keys to service providers who wish to be added to our Service Provider map on our MyPCFreshStart website. For more information, please contact us at info@cyber-spa.com

• A Service PC You will need a service PC that can connect to the Internet to download our software. It also needs a working USB port to which you can connect the new drive for imaging purposes. We recommend the following specs for your PC:

o USB 3.0 connections o i7 processor o 4 or more GB memory o 500GB available storage o Fast hard drive (SSD or 7200 RPM HDD)

If you cannot get a PC that meets these requirements, simply know that the imaging process will take longer than the times mentioned in this guide. The hands-on time for your techs will remain the same.

Step 2: Download the Imaging Tool To download the FreshStart Imaging Tool, turn on your imaging PC and go to our website to download the latest version. When the Imaging Tool is installed, you can double-click on the desktop icon to launch the program.

5

Step 3: Download Your WIM Images Your next step is to download the FreshStart WIM images that you will use to image new drives. You will want to download all of the available images to your service PC so that you can quickly pull up the image you need to prepare your customer’s drive. If your service machine has limited storage space, we recommend focusing on downloading all of the 64 bit versions, as these are the most commonly used WIM images.

The FreshStart WIM images average 14GB in size and the time it takes to download an image depends on your Internet speeds. We recommend downloading these files at the end of the day, when you do not need to use the computer and when there are fewer demands on your internet. You may also find it useful to download a few images at a time, just to break up the download sizes and lower the risk of the download timing out if you have a weak connection.

1. Open your FreshStart Imaging Tool and click on the “Download Images” button.

2. Select the WIM Images you need from the list of available images, then click “Begin

Downloading Images.”

3. Once the download is complete, you may exit the Image Downloader.

6

We update our images on a quarterly basis, and as a registered service provider we will notify you when an update is available. The Imaging Tool also alerts you when updates are available.

Step 4: Image the Drive Once you have the WIM images downloaded on your service PC, you’re ready to go. Before you image a drive, be sure to click on the “Update AV definitions” button to download the latest patches from Eset. If you forget, the tool itself will remind you to update when you go to image a drive.

Start the Imaging Tool First, turn on your service PC and launch the Imaging Tool by double-clicking on the desktop icon. In the top left corner, enter your FreshStart license key, then click “save.” You will see the number of uses remaining on your key under this box. For assistance with your key, please contact us at info@cyber-spa.com and one of our account managers will be happy to assist you.

Select Your Image Settings Go to the Image Settings section of the screen. Here, select the Windows OS, OS version, and bit type for the WIM image needed for your customer’s PC.

You’ll also see a box labeled “UEFI.” By default, this box is unchecked. Most Windows 7 computers run Legacy mode boot, including PCs that upgraded to Windows 10. For these PCs, leave this box unchecked.

If you’re FreshStarting a PC that originally came with Windows 8 or Windows 10, check the UEFI Boot button to ensure the drive starts in secure boot instead. Again, you can always reimage a drive as needed. If you choose the wrong boot setting, you will get a Boot Error when you try to start the machine after installing the new drive. Simply remove the drive, reimage with the appropriate Boot setting, and the program will continue as normal.

Imaging Tip: If you run into an error after imaging the drive, don’t worry! You can reimage the same drive an unlimited number of times for 90 days after your initial imaging. Just stick the drive back into the drive dock to reimage it with the correct settings selected, and reinstall the drive when it’s done.

If you’re using multiple imaging machines, be sure to use the same machine to reimage the drive to avoid using an additional FreshStart License Key.

7

Select the App Settings Now you’ll need to select the App settings for the new drive. With our full FreshStart Suite, there are four service options. Retailers offering our Standard FreshStart Services will see two options, FreshStart and Start Fresh. If you’re interested in offering the full suite of services to your customers, please contact our team for more information.

FreshStart This is our premier service that includes the virus scan and data & settings transfer. If you’re going to migrate your customer’s data and settings over to the new drive, select this option. This choice is selected by default.

Start Fresh If the old drive is dead or your customer doesn’t care about transferring data, this is the option that allows you to create a brand-new Windows profile with new installations of popular software like Internet Explorer, Skype, and iTunes. No data is transferred with this option, but your customer can always try to manually recover data after the FreshStart service.

Data Transfer (DT) For customers who want their data transferred over to a new PC, simply choose this option. You image the new PC’s drive with the appropriate FreshStart WIM image, then follow the FreshStart process as normal.

Restart This feature is meant for customers who want to recycle, donate, or sell an old PC, but don’t want their data getting stolen. Reimage the original drive in the customer’s PC to erase the data and build a new Windows user profile preloaded with select popular software.

You will also see an option for installing drivers. By default, this option is selected so that the program knows to grab any drivers and keys it finds on the old drive once it’s been connected. If the drivers are corrupt or if you’re copying files from an old PC to a new one, this box can be unchecked.

Write Image to Disk With all the settings selected, connect the new drive to the imaging PC. Once the program recognizes the drive, it will pop up in the list of available drives. Select it, then click “Write Image to Disk.”

8

A format warning will appear to let you know that any data on the connected drive will be erased. Click ok, and the imaging process will begin.

The time it takes to image your drive depends on your PC’s specs. A fast system setup may take less than five minutes. Check back on the drive after about 10 minutes to see when it is ready for installation.

Step 5: Install the New Drive When the imaging process is complete, you can now safely install the new drive.

Once the drive is in place, plug in and then turn on the PC. While the computer is turning on, if your customer purchased a drive enclosure, take this time to install old drive into the case.

Step 6: Boot the PC & Connect the Drive When the computer turns on, the computer will boot into the Windows desktop. The FreshStart program will then automatically start up and will stop on a screen that states “Awaiting the old drive.”

Tip! If you’re unfamiliar with how to replace the hard drive in the PC, we recommend going online to the manufacturer’s website for instructions. You may also be able to find a video guide on YouTube.

9

This is your cue to connect the customer’s old drive. The program should then recognize that the old drive is in place, and a forensic analysis of the drive starts to ensure that the data is readable.

If your customer is not getting a data transfer, you can simply click on the “Start Fresh” icon in the lower left-hand corner of the screen. This will build a new Windows user profile for them, and the whole FreshStart process will finish in about 15 minutes.

For customers who are upgrading new PCs to SSDs, you will use the original drive that came in the new PC as the “old” drive. This will allow the program to pull over any drivers and keys that were stored on the drive to the new SSD.

Step 7: Let the Program Run This forensic analysis for the data transfer process takes about 10-15 minutes, so you can leave the PC alone for a bit to work on something else. You’ll want to check back after 15 minutes to ensure that the program will continue without issues.

When the progress bar reaches 40%, the program has determined that the old drive’s data is readable. The FreshStart program now automatically begins the virus and malware scan as it transfers the files over to the new drive.

10

At this point, you can leave to do something else. The time it takes for a data transfer depends on the PC’s USB connection, the amount of data on the drive, and the type of data being transferred. On average, however, we suggest checking back in an hour. At that point, the screen will change and you’ll be prompted to disconnect the old drive.

Note: If there are issues with the old drive or the new drive installation, this is when error messages appear. Please visit our CyberSpa website for assistance.

Step 8: Disconnect the Old Drive Once the data transfer is complete, the program will end on a screen prompting you to disconnect the old hard drive.

The program will then restart the PC multiple times in order to load each profile on the computer. So, if your customer had three Windows user profiles on their PC, the PC will reboot three times.

When the program has finished rebooting into each Windows profile, it will load to the Windows desktop. Simply do a little housekeeping before you turn off the machine and let your customer know the PC is ready to go.

Step 9: Housekeeping Log into one of the customer’s profiles to get to the Windows Desktop. At this point, the “After a FreshStart” PDF will open. An Icon for this document will also appear on the desktop for easy reference.

After a FreshStart Readme PDF

11

The After a FreshStart Guide explains what things that your customer will need to do to finish the FreshStart process (things that we cannot automate). These Include:

• Changing their Windows login passwords

• Reentering any encrypted internet connection passwords

• Downloading any missing drivers and setting up their local printer

• Recovering any license keys for any third-party software (like QuickBooks or Games) that were not auto-loaded for your customer. We create a file folder that captures these so your customer can easily download and activate new copies of other software they paid for.

We recommend having a print copy of this available so that you can review these steps with your customer when they come in to pick up the PC.

Before you close down the machine, however, there are a few things you can do to finish the FreshStart service and help your customer get their PC up and running in no time:

• Activate Windows. For Windows 8.1 and 10 machines, this is simply a matter of connecting the PC online. Windows 7 requires a manual activation (see below)

• Install AV. Our FreshStart service comes with a free 90 days of Eset Smart Security so your customers’ PCs go home protected. Simply type in your customer’s information to activate the 90 days when prompted. Alternatively, if your customer purchased an AV license through your store, have your techs install and activate it now.

A Note on Microsoft Office

FreshStart will only install versions of Office 2010 if it finds a valid license key. The keys for all other versions will be stored in the “License Keys” text file for reinstallation. However, as of October 31st, 2018 Microsoft has discontinued support for Office 2007 and earlier versions. Customers will either need to upgrade to a supported version of Office or see if they can reinstall the program with an installation disk. Office 2013 and later versions must be downloaded and activated directly from the customer’s Microsoft account.

12

FreshStart Resources We want you to have everything you need to succeed, because your customers are our customers! To help ensure that you can provide the best service possible, we offer a number of resources for your stores, your techs, and your customers on our website.

We offer customizable print materials such as posters, brochures, and handouts that you can personalize for your own business, whether you’re in-store or go to a customer’s site.

Windows 7 PCs

For Windows 7 users, you will need to manually activate or reactivate the Windows 7 Key. We recommend doing this for your customer before they pick up their PC:

1. First, locate the Windows 7 License Key. The 25-digit product key can be found on a sticker on the PC.

2. Open the Windows Activation by clicking on the Start button. 3. Right-click on Computer, then go to properties. 4. From there, click on Activate Windows Now. You’ll see an option to change the product key. 5. If the PC did not have Windows 7 previously, or the sticker is missing or illegible, your customer

will need to purchase a new key. 6. When prompted, enter the 25-digit product key, and click Next.

The key is now active, and your customer is ready to use Windows 7.

13

If you have a website, we also have FreshStart videos you can use to promote your services—both for old PCs, and new PC upgrades.

Do you have a team of techs you’d like to train all at once? We’re happy to offer online webinar training for your company—just contact us to get started.

To view these resources and to see what other resources are available, please visit our website.

If you’re interested in customized FreshStart materials or if you have additional questions about FreshStart, please contact us at info@cyber-spa.com and one of our account managers will reach out to work with you!

Questions? If you run into an error not listed in this guide or on our website, or if you have any

other questions about the FreshStart service, please email us at info@cyber-spa.com

Thank You! Thank you for providing your customers with an Onsite FreshStart Service—we appreciate your business! To learn more about the FreshStart service or becoming a FreshStart Service provider, please visit our website at http://cyber-spa.com/ for more information.