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WEBEX Support From 16/10/2018 (SSM73996)

Publication date: 2018-10-17
Reference number: SSM73996

WEBEX SUPPORT FROM 16/10/2018

WEBEX SUPPORT FROM 16/10/2018

TECHNICAL SERVICE BULLETIN

Reference Number(s): SSM73996, Date of Issue:  October 17, 2018
LAND ROVER: Defender/L316; Discovery/L462; Discovery 1; Discovery 2/L318; Discovery Sport/L550; Freelander/L314; LR2/L359; LR3/L319; Range Rover/L322; Range Rover/L405; Range Rover/P38a; Range Rover Classic; Range Rover Evoque/L538; Range Rover Sport/L320; Range Rover Sport/L494; Range Rover Velar/L560
SERVICE CATEGORY: Diagnostic Software Hardware

ISSUE

As of 16/10/2018 it will no longer be possible to use WebEx with Internet Explorer 8 (IE8) to support a remote diagnostic sessions.

CAUSE

The supported browser requirements have been updated by Cisco, this means IE8 is no longer a supported browser for WebEx.

ACTION

The actions below are only required should Technical Support request a WebEx support session. 

In the event that a WebEx support session is required, Jaguar Land Rover has approved WebEx use with Google Chrome internet browser instead of using IE 8. This will allow WebEx support sessions to be completed as normal.

Follow the instructions below to install Chrome and open a WebEx support session:

If PATHFINDER has been installed and the Manual Patch downloader is available: 

  1. Restart the JLR Approved Diagnostic Equipment
  2. Select 'Manual Patch' Icon on the Application Launcher screen. Make sure that both Symptom Driven Diagnostics (SDD) and PATHFINDER are closed before opening the Manual Patch downloader.
  3. A pop-up will be displayed for Manual Patch downloader
  4. Enter 'MP_JLR_L0082'  in the Patch Name field.
  5. Select 'Start'.
  6. The Manual Patch downloader will then download the manual patch, install Google Chrome internet browser and set it to the default browser.
  7. When the patch download has completed, a message will be displayed, asking the user to confirm that the application can run the manual patch. Select 'Yes'.
  8. When complete, the following message will be displayed: 'Successfully downloaded and started manual patch. Please make sure that the patch has installed successfully.'
    NOTE: This message will end after 10 seconds.
  9. Ensure Chrome shortcut is now installed on the desktop.
  10. Go to Windows Control Panel > Network and Internet > Internet Options.
  11. Select the advanced tab and scroll down to Security.
  12. TLS 1.1 & TLS 1.2 must be selected.
  13. SSL3.0 must not be selected.
  14. Close Internet Options.
  15. To start the WebEx support session open the Windows start menu.
  16. Go to All Programs > JLR > SDD > JLR Webex.
  17. Select Join to open access a new support session.

If SDD only is installed and the Manual Patch downloader is not available: 

  1. Restart the JLR Approved Diagnostic Equipment.
  2. Login to SDD.
  3. Select 'Continue' on the SDD Warning screen.
  4. Select 'Settings' tab.
  5. Select 'System Utilities'.
  6. Select 'Manual Patch Update'.
  7. A pop-up will be displayed for Manual patch selection dialog box.
  8. Enter 'MP_JLR_L0082'  in the Manual patch selection dialog box.
  9. Select 'OK'.
  10. The 'Software Management Wizard' will then download the fix file.
  11. The Manual patch update information pop up will ask 'Do you want to install the update now?' Select 'OK'.
  12. Select 'OK' when the message 'Please shut down SDD before continuing' is displayed. DO NOT SHUT DOWN THE JLR APPROVED DIAGNOSTIC EQUIPMENT. 
  13. 'Please wait' message is displayed.
  14. Select 'OK' when the 'Package has been installed' message is displayed.
  15. Select 'OK' in the Manual patch update information pop up.
  16. Close the Internet Explorer Window where the SDD program runs.
  17. Check Chrome shortcut is now installed on the desktop.
  18. Go to Windows Control Panel > Network and Internet > Internet Options.
  19. Select the advanced tab and scroll down to Security.
  20. TLS 1.1 & TLS 1.2 must be selected
  21. SSL3.0 must not be selected.
  22. Close Internet Options.
  23. To start the WebEx support session open the Windows start menu.
  24. Go to All Programs > JLR > SDD > JLR Webex.
  25. Select Join to open support session.
NOTE: When opening WebEx through the Chrome browser for the first time, the user will be presented with the option Add WebEx to Chrome. The user must accept Add WebEx to Chrome for the support to open correctly.

Chrome must be set to as the default internet browser for support sessions to open in Chrome from the JLR Webex link in the start menu.

On opening of SDD, IE8 will request to revert the default browser Internet Explorer. The user should untick the box and select 'No' to ensure Chrome continues to open WebEx from the link in the Windows Start Menu.

In the event that link fails to open, copy the following link into the Chrome address bar to open a session in Chrome:

https://jlr.webex.com/jlr/sc 

A permanent corrective solution will be subject to further communication at a later date.

Technicians - Please rate this SSM and provide comments so that future communications can be improved.

1 = Poor - Basic information provided - The SSM does not help me resolve the customer concern.

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