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How do I reimage a computer

Cat Xia
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Imaging / Re-imaging: What's that?

It's basically creating a clone army of computers. An "image" contains our basic custom computer settings and policies. We then apply this "image" to new and old computers - we call this imaging or re-imaging a computer. This process essentially wipes whatever was on the computer before, then stamps a fresh "image" with our settings in place. Thus, all CTD-managed computers are turned into clones of the one image to rule them all. This ensures a consistent and more secure setup for our customers. 

Warning: The imaging process erases all data on a computer.

Summary of the Computer Setup Process

When we reimage a computer, there are three main steps:

  1. Imaging
  2. Initial Setup
  3. Profile Setup

The imaging process wipes the machine. It takes about 5-15 minutes to kick off this process, then the image will take roughly 45 minutes to load. 

Once the image has loaded, CTD needs to do some additional setup to get it ready for the profile setup process. Depending on network speeds, this process can roughly 1-2 hours, sometimes more on slower and less stable connections. We may also need you to help us get connected initially. 

Once the initial setup is complete, you can let us know who the computer will be assigned to. Then CTD can set up the profile for that account. A few notes on the profile setup process:

  • This process usually takes about 30 minutes, depending on network speeds, and ensures a consistent experience for staff as they transition to different computers. 
  • We will either need the user to sign in, or we will need permission to reset the user's password. 

Once the profile setup is complete, the computer is ready for staff use.

Step 1: Information

The imaging process is slightly different depending on a few different variables. If you have a machine that needs to be imaged, please let us know the following:

  1. What is the make and model of the computer?
  2. What is the service tag number? (See How do I find the computer service tag number?)
  3. Is this a brand new computer or an existing one that needs to be wiped?
  4. Is this computer in the office or at home? 
  5. If it's in the office:
    1. What is the office address? 
    2. Is it connected to ethernet directly or via docking station? 
  6. Who does it need to be set up for?
Always consult the Help Desk first. We're happy to walk you through the steps over the phone (or in-person, when possible), especially if you are new or uncomfortable with the process. 

Step 2: Wait for next steps from the Help Desk

Once you've sent us the information above, we'll need to review and assess which next steps are appropriate. 

Step 3: Scheduling an imaging appointment

Once the CTD Help Desk has determined next steps, we'll send you some options based on your situation. Once you select an option, we'll move forward with one of two imaging options:

  1. How to image a computer in the office
  2. How to image a computer with a USB

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How to image a computer in the office

This process is only available for certain offices. 

Part 1: Prep the computer for imaging

  1. Plug in the power cable to the computer.
  2. Plug in the Ethernet/network cable to the computer.
  3. Make sure the computer is completely powered off.

Part 2: BIOS Settings

For some computers, we may need to walk you through adjusting some of the BIOS settings over the phone. 

Part 3: Get to the boot menu!

Our main goal here is to get to the boot menu. The process can vary depending on the make and model of your machine. 

For Dell computers:

  1. Start tapping the F12 key as fast as you can. 
  2. Turn on the power (keep tapping!). 
    1. If Windows starts to boot, we missed the timing window and that's okay. Just hold down the power button until it turns off, then start over again.
  3. Continue to Part 4: Get ready, get set... image!

For HP computers:

  1. Start tapping the Esc key as fast as you can.
  2. Turn on power (keep tapping until the Startup Menu opens!).
    1. If Windows starts to boot, you missed your chance and need to hold down the power button until it turns off, then start step 2 again.
  3. Press F9 to open the Boot Device Options menu.
  4. Continue to Part 4: Get ready, get set... image!

For Microsoft Surface computers:

  1. The Surface must be connected to an ethernet/network cable either via Ethernet Adapter or Dock.
  2. Press and hold the volume down button and then press the power button. Continue holding the volume down button until the Surface starts to boot.
  3. It will say "Checking Media Presence..." and then it will “Start PXE over IPv4”.
  4. When prompted, press Enter for network boot service.
  5. Continue to Part 4: Get ready, get set... image! (skip to the third step)

For Lenovo computers:

  1. If Novo button is available:
    1. There should be a small "Novo" button on the left or right side of the computer (the actual sides) - you'll need a paperclip or something small to push the button. 
    2. Pushing the Novo button will turn the computer on and you will see a menu.
    3. Select Boot Menu.
  2. If no Novo button is available:
    1. Start tapping the F12 key as fast as you can. 
    2. Turn on the power (keep tapping!).
    3. When it beeps, you can stop tapping. A boot menu should appear. 
  3. Continue to Part 4: Get ready, get set... image!

Step 4: Get ready, get set... image!

  1. On the boot menu, you'll want to use the arrow keys to navigate to the option for "onboard nic IPV4" (or sometimes "LAN" or "network" or "PCI LAN" something similar - If you can't find the proper option let us know).
    1. Warning: Before making your selection, be ready to hit Enter again because you will be prompted to do so and only have about a second and a half to press it. Only hit Enter again when it prompts you to press any key.
  2. If the stock Windows installation loads up and asks you to start configuring the computer, then power off and start from Part 1 again...
  3. If you are successful, the Windows setup files will load and the image will start to apply to the computer. It will usually refer to a "LiteTouch" deployment.

If at any point you have any questions or run into any errors, please get a screenshot and contact the Help Desk for guidance.

Step 5: Final setup

It will load for about 15-45 minutes, restarting a few times during the process, and finally land on the Windows logon screen (or sometimes on a Windows desktop with a yellow pop-up window that says the computer setup was successful). At this point:

  1. Let the Help Desk know so they can work with you to tie in and finalize setup. 
  2. Please ensure the computer is powered on, plugged into a power source, and plugged into an ethernet cable.

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How to image a computer with a USB

If you're working from home or if your office configuration doesn't meet the requirements for the above process, this section is for you.

Note: You will need a CTD-imaging USB for this process.

If you don't already have a CTD-created USB, please let us know if you have a spare USB with at least 16 GB of storage space (that you're okay with completely wiping) and you have an existing CTD-imaged machine that we can remote into.

If that doesn't apply to you, let us know and we can send you one (it typically takes 3-5 business days via USPS). 

Part 1: Prep the computer and USB for imaging

Once you have the CTD-imaging USB, please schedule an appointment with the Help Desk. During that appointment, we'll have you do the following:

  1. Plug in the power cable to the computer.
  2. Plug in the Ethernet/network cable to the computer.
  3. Make sure the computer is completely powered off.

Part 2: BIOS Settings

For some computers, we may need to walk you through adjusting some of the BIOS settings over the phone. 

Part 3: Get to the boot menu!

Our main goal here is to get to the boot menu. The process can vary depending on the make and model of your machine. 

For Dell computers:

  1. Start tapping the F12 key as fast as you can. 
  2. Turn on the power (keep tapping!). 
    1. If Windows starts to boot, we missed the timing window and that's okay. Just hold down the power button until it turns off, then start over again.
  3. Continue to Part 4: Get ready, get set... image!!

For HP computers:

  1. Start tapping the Esc key repeatedly as fast as you can.
  2. Turn on power (keep tapping until the Startup Menu opens!).
    1. If Windows starts to boot, you missed your chance and need to hold down the power button until it turns off, then start step 2 again.
  3. Press F9 to open the Boot Device Options menu.
  4. Continue to Part 4: Get ready, get set... image!!

For Microsoft Surface computers:

  1. First you'll want to start with steps 1-3 as outlined in this guide. In step 3, you'll want to change the UEFI settings. 
  2. Then have a CTD Help Desk staff member help you with the steps in this other article, where you will eventually swipe on the USB storage device to boot it immediately.
  3. If prompted, press Enter for network boot service.
  4. Continue to Part 4: Get ready, get set... image!! (skip to step 3)

For Lenovo computers:

  1. If Novo button is available:
    1. There should be a small "Novo" button on the left or right side of the computer (the actual sides) - you'll need a paperclip or something small to push the button. 
    2. Pushing the Novo button will turn the computer on and you will see a menu.
    3. Select Boot Menu.
  2. If no Novo button is available:
    1. Start tapping the F12 key as fast as you can. 
    2. Turn on the power (keep tapping!).
    3. When it beeps, you can stop tapping. A boot menu should appear. 
  3. Continue to Part 4: Get ready, get set... image!!

Step 4: Get ready, get set... image!!

  1. On the boot menu, you'll want to use the arrow keys to navigate to the option for "USB Storage Device" (usually it will say the name of the USB brand instead, such as SanDisk, etc.).
    1. Warning: Before making your selection, be ready to hit Enter again because you will be prompted to do so and only have about a second and a half to press it. Only hit Enter again when it prompts you to press any key.
  2. If the stock Windows installation loads up and asks you to start configuring the computer, then power off and start from Part 1 again...
  3. If you are successful, the Windows setup files will load and the image will start to apply to the computer. It will usually refer to a "LiteTouch" deployment.

If at any point you have any questions or run into any errors, please get a screenshot and contact the Help Desk for guidance.

Step 5: Final setup

It will load for about 15-45 minutes, restarting a few times during the process, and finally land on a Windows desktop with a yellow pop-up window that says the computer setup was successful. At this point:

  1. Connect the computer to Wi-Fi if not already connected via Ethernet cable.
  2. Click the Windows Start Menu at the bottom left on the desktop, then find Edge and open it.
  3. Navigate to sos.splashtop.com.
  4. A file will download automatically. When it's done downloading, click the file to install it.
  5. A window will eventually open with a 9-digit code. Send that code to the CTD tech you are working with and they will complete the rest of the setup process.

If you have any questions about the process or if something isn't working as expected, let us know!

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