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Help index

Overview

HP Support Center provides personalized, one-stop access to the information, tools and experts you need to solve problems faster, learn how to use and optimize products, exchange ideas with your peers, and proactively prevent problems from occurring. HP Support Center provides support information and features for most HP commercial and enterprise products. You can search the knowledge base, download software and drivers, participate in discussion forums, and get help from HP by logging a case online or using chat. Most of these functions can be performed by an individual. Some require an active contract or warranty.

HP Support Center has these tabs:

  • Product Support
  • Insight Online - My IT Environment

You must be signed in with an HP Passport ID to access Insight Online.

Product Support

Hover over the Product Support tab to reveal Download options, Top issues and solutions, Repair and warranty, and Get help from HP menu items. Additional support options are available within each menu item. Some options or features are only available to signed-in users. Others may only be available with contract or warranty entitlement.

See the Product Support feature list for details.

Insight Online - My IT Environment

Provides easy access to personalized, comprehensive product and support information for your company's IT environment. It is designed for Small and Medium Businesses (SMB) and Enterprise IT professionals who deploy, manage and support systems. In a business environment, it is important to leverage information within the company (not just an individual) and share it with others appropriately. Functions such as linking warranties and contracts, creating groups of users and devices, and assigning access rights are key capabilities that help an organization run effectively.

See the My IT Environment feature list for details.

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Getting started

Registering and signing in

HP Support Center uses HP Passport, a single sign-in service that works across many sites on HP.com. You do not need an HP Passport account to access much of the support information on HP Support Center. To use the more advanced features of the site, however, you will need to create an account. Creating an account is easy and only takes a moment:

  • Click on 'Register' on the top of any page in HP Support Center, and fill in the required fields to setup your account.
  • Or if you already have an HP Passport account, click on 'Sign-in' instead and provide your HP Passport user ID and password.

HP Passport accounts should not be shared. Each user should have a separate account. See below for more on managing your HP Passport profile.

Accessing entitled services and content

If you have an HP support agreement, Care Pack, or product warranty, we recommend that you link it to your HP Passport account. This gives you access to entitled services and content in HP Support Center.

NonStop users To access NonStop content on the HP Support Center you need access privileges associated with having a NonStop hardware or software contract. To get authorized, go to the HP NonStop™ eServices Portal and register for NonStop knowledge search.
  • Once you sign in, you can link contracts and warranties by going to the My IT Environment tab and choosing 'Contracts and warranties'.
  • Alternatively, a colleague of yours, who has already linked your contract or warranty to his or her HP Passport account, can share it to your account.

Read more about this in our detailed Contracts and warranties help.

Recommended browsers

Use Microsoft Internet Explorer 8 or later, Mozilla Firefox 18 or later, or Google Chrome 24 or later. Javascript and stylesheets must be enabled, and cookies accepted.

Getting help

For help with signing-in, registration, navigation, or other questions about using the site, contact the HP Support Center usage support team.

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Manage your HP Passport profile

HP Passport profile information is secure. It is protected by industry-standard encryption technology and follows strict HP privacy policies. When creating or modifying your user ID and password, keep in mind the following:

User ID

Must be unique, at least five characters long, and consist of ASCII characters. Consider using your e-mail address as your user ID.
Alphanumeric and special characters, excluding & * | < > and ".

Change your user ID if necessary by signing in and clicking on 'Edit your profile' then 'Change user ID'. Recover your user ID if you have forgotten it by clicking on 'Sign in' then on 'Forgot user ID'. Enter the email address of record for the account. Your user ID will be displayed on the page that follows.

Password

Must be at least eight characters long and consist of ASCII characters. It must be different from your previous three passwords. It must contain at least three of the following kinds of characters: uppercase letters, lowercase letters, numbers, and other symbols.
Alphanumeric and special characters, excluding & * | < > and ".

Change your password if necessary by signing in and clicking on 'Edit your profile' then 'Change password'. Reset your password if you have forgotten it by clicking on 'Sign in' then 'Forgot password'. Enter the email address of record for the account. HP Passport sends an email to the address you entered. Open it and follow the instructions to choose a new password.

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Product Support

The table below lists the features available under the Product Support tab. Hover over the tab to bring up the options listed. Some of the features are available under the Download options, Top issues and solutions, Repair and warranty, and Get help from HP menu items. Where noted, some features are only available to signed-in users; others may only be available with contract or warranty entitlement.

Navigation is product based. That is, you navigate to a specific product first using the product search or the product selector to reach the features available for the product.

Product Support Feature Description
Search HP Support Center

Search across HP's content repositories, which contain technical support documents, patch Read Me files, manuals, forum postings, and more. Everything searchable in HP Support Center is included. Search by keyword or document ID.

To view certain documents you must have an HP Passport account and an active support agreement, HP Care Pack, or warranty linked or shared to the account. Sign in to gain access. When signed in, use 'Contracts and warranties' in the My IT Environment tab to link your support agreement.

See Search help for details.

Drivers & software

Provides access to drivers, software, firmware, and other downloads that can be used to solve problems, maintain, manage or upgrade your HP products.

You must have an entitlement privilege to access some downloads. You gain this entitlement privilege by directly linking contracts or warranties to your HP Passport account, or by being a member of a contract or warranty share that has the privilege. The entitlement must be an active warranty, HP Care Pack, or support agreement covering a relevant product. See More information on Access to HP Support Materials for more details about access.

For additional information about using this feature, see Drivers, Software & Firmware help.

Patch Management

System administrators can ensure that system environments are kept up to date by downloading patch updates or product update sets for HP supported operating systems.

Access to patches requires an HP Passport account and an active Software Updates support agreement linked or shared to your account. Sign in to gain access to patches. When signed in, use 'Contracts and warranties' on the My IT Environment tabs to link your support agreement.

For certain patches, you must have an entitlement privilege for a specific product to access its downloads, knowledge and tools. See My Patch Privileges to review and understand which product entitlements are associated with your HP Passport account.

For additional information about using this feature, see Patch Management help.

Software updates & licensing

Download the latest software product and documentation updates. A license key or access code, or instructions for obtaining them are provided when required.

Requires an HP Passport account and an active Software Updates support agreement linked or shared to the account. Sign in to gain access to updates. When signed in, use 'Contracts and warranties' on the My IT Environment tab to link your support agreement.

Also, sign up in Subscriber's Choice to receive notifications of software product updates. ('Settings' icon at the top of each page, then select 'Subscriber's Choice profile'.)

Diagnostic passwords

HP hardware contract customers can access HP's proprietary hardware troubleshooting and diagnostic support tools for certain products, such as HP 9000 and HP Integrity servers running HP-UX. These tools are password-protected and are used primarily to facilitate the delivery of hardware support by HP service personnel.

Requires an HP Passport account and an active hardware support agreement or HP Care Pack linked or shared to the account. Sign in to gain access to diagnostic passwords. When signed in, use 'Contracts and warranties' on the My IT Environment tab to link your support agreement.

See Diagnostic passwords help for details.

Top issues & solutions Find most-viewed solutions, troubleshooting, and documents (advisories, bulletins and notices) for a product using the 'Find an HP product' searchbox (enter product name or number), or by selecting a product category in the product listing and descending the hierarchy. See Product Support Information help for details.
Community forums An online community for peer-to-peer technical support and knowledge sharing. Like-minded professionals gather to exchange knowledge, best practices, and experience. See Forums help for details.
Customer Self Repair Provides customers the fastest service under either warranty or contract. It enables HP to ship replacement parts directly to you the end user, so that you can replace them. Using this program, you can replace parts at your own convenience. See Customer Self Repair help for details.
Repair centers Link to a tool or page that provides information about how to contact HP or our repair partners, to have your HP product serviced. Find the repair center appropriate for your product type and location, and contact it for further instructions.
Warranty Check Provides convenient access to the details of your product warranty, including obligations, deliverables and coverage dates. See Warranty Check help for details.
Chat with HP "Active chat" lets you submit a product support request by chatting with an HP support agent online. See the FAQs link on the Active chat page for details.
Support Case Manager (SCM) HP's online tool for managing support cases. Use SCM to submit, review and update cases for a variety of hardware and software products and systems. See Support Case Manager help for details.
Settings Edit your HP Passport profile, Forums settings, Subscriber's Choice profile and Support Case Manager settings. Also, view your contracts and warranties in Insight Online - My IT Environment.

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Insight Online - My IT Environment

Insight Online - My IT Environment provides one-stop personalized, secure access to support the devices in your IT environment. It is integrated as a tab into HP Support Center for your IT staff who deploy, manage and support systems, plus HP authorized partners who support your IT infrastructure. Through HP Support Center, Insight Online can automatically discover devices remotely supported by HP. This remote support is provided by both central connect (using Insight Remote Support) and, for some devices, direct connect methods. Depending on your support model, you or your trusted service provider can easily organize your devices into groups and have the flexibility to efficiently monitor, track and service your HP devices.

You must be signed in with your HP Passport ID to use My IT Environment. The table below lists the features.

My IT Environment Feature Description
Dashboard Integrates your support and product information into one at-a glance view for quick and efficient management of your IT environment. Use it to quickly assess device status and support status and to navigate to details for quick problem resolution. The Dashboard is the landing page for Insight Online users and provides links to all the other feature areas. See Dashboard help for details.
Devices Displays the status of your individual devices, device groups, and solutions. Device views can be customized for more efficient management. Navigate from individual devices, solutions, and device groups to more detailed support and product configuration information. Information detail varies depending on support status and whether the device is remotely monitored by HP or manually added by the user. The most comprehensive information set is available for devices remotely monitored by HP. See Devices help for details.
Service Events Provides online monitoring and management for devices. View all key event information such as severity, problem description, date and time generated, event status and related support case ID, with easy navigation to more information. Includes the ability to customize and simplify your views to the most critical information. See Service events help for details.
Contracts & Warranties

Your primary means to get entitled for additional privileges such as access to certain support content, ability to log a case, and access to patches or software updates. In My IT Environment you can link support agreements, HP Care Packs, and warranties to your HP Passport account and optionally share them with others. You can also see at a glance what contracts and warranties you already have linked or shared, when they expire, and their associated access rights. You can thus ensure that you and others in your organization have the ability to take full advantage of the privileges you are entitled to use.

Also available here is a Batch Link Tool, which allows you to link up to 2500 contracts and warranties to your HP Passport ID in a single operation. Sign into HP Support Center, then from the main contracts and warranties page, click on 'Batch link tool' either in the 'Actions' dropdown menu or on the page itself.

See Contracts and warranties help for more information.

Service Credits

This feature allows you to view: 1) Service Credits purchased on your HP support agreements, 2) HP Proactive Services exchanged for those credits, and 3) the HP Proactive Services available for exchange of those credits.

In addition, if you have administrative privileges, you can use the shopping cart in the Shop HP Services section to select from a variety of HP services. You can search for these services and filter and sort the results. You can view services activity details such as scope and cost, in Service Credits, for the service.

The Service Credits feature also includes forms for you to request custom services and to provide feedback.

You must have a Proactive Services support agreement linked or shared to your HP Support Center profile to access Service Credits. Use 'Contracts and warranties' to link your support agreement.

See Service Credits help for details.

Cases Lets you access support cases from the Insight Online Dashboard, from a device group page, or from an individual device page. To view and modify support cases, or to create a new support case, you must sign in to the HP Support Center with an HP Passport account. Contracts and warranties associated with remotely supported devices registered to your HP Passport account are automatically linked to your account. If necessary, see the 'Contracts and warranties' section of Insight Online to verify that the contracts and warranties for a device are linked to your account.
Refresh

Device groups shared with you, devices, device properties, and contract and warranty information may all be added, removed or modified outside Insight Online while you are signed in. Hit the refresh button to bring Insight Online's view of these items up to date. The refresh button is labeled Devices. The effect is the same as signing out and signing in again.

To update contract and warranty information associated with individual device groups, use the 'Run contract and warranty update' menu item in the 'Actions' dropdown of the device group, in 'Manage device groups'.

Reports

Provides reporting for device configurations, contracts and warranties, service events, support cases and device firmware. Enables you to generate reports in various formats, save or modify report templates for repeat use, and to print and download reports.

Information detail varies depending on support status and whether the device is remotely monitored by HP or manually added by the user. The most comprehensive information set is available for devices remotely monitored by HP.

See the HP Insight Online Reporting Guide for details.

Settings Edit your HP Passport profile, Forums settings, Subscriber's Choice profile and Support Case Manager settings. Also, view your contracts and warranties.

Your access to specific devices, service events, contract & warranty, and other information depends on the following:

  • If you have set up remote support for devices using either the central connect or direct connect methods, you are by default the initial administrator. You can create groups of devices and groups of users (or leverage existing groups already set up by others in your organization) and determine which users get access to information about which devices.
  • If you are not using remote support for devices, you can still create or leverage existing groups of users, share contracts & warranties, and assign permissions to those users.

It is important to note that while the features and functions are focused on information about your IT environment at the organization or company level, it is up to appropriate individuals at each company to determine the most suitable definition of groups (user groups, device groups) and corresponding permissions. This should be done with care, in a way that best fits the needs of the company (as a whole or in part) to manage its information.

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Questions about the HP Support Center website?

Use our email form to get fast answers, such as how to:

  • Manage your contracts and warranties
  • Use any of the advanced features of Insight Online
  • Submit site feedback and enhancement requests

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