|Download options||View Download options menu||Knowledge Base||View Knowledge Base menu||Forums||Parts, Repair & Warranty||View Parts, Repair & Warranty menu||Get help from HP||View Get help from HP menu|
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 or e-mail. Most of these functions can be performed by an individual. Some require an active contract or warranty.
HP Support Center has these tabs:
You must be signed in with an HP Passport ID to access My Support or Insight Online.
Support Center Home
Gives you access to download options, our extensive knowledge base, discussion forums, parts repair, and options to get help. Further options are available under those headings. Some options or features are only available to signed-in users. Others may only be available with contract or warranty entitlement. The pages under the Support Center Home tab also allow you to select a product that will define the context for the additional services available under the choices listed above. Documents found in the knowledge base for example, will be specific to your selected product.
Provides a list of all your recent products and cases, and links to features that allow you to change your settings and update your contract and warranty information.
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. Some features of My IT Environment are available to all signed-in users. Other features are optimized when your enterprise uses Insight Remote Support V7 or higher.
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:
HP Passport accounts should not be shared. Each user should have a separate account. See below for more on managing your HP Passport profile.
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.
Read more about this in our detailed Contracts and warranties help.
For help with signing-in, registration, navigation, or other questions about using the site, contact the HP Support Center usage support team.
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:
Must be unique, at least five characters long, and consist of ASCII characters.* Consider using your e-mail address as your user ID.
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.
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.
Change your password if necessary by signing in and clicking on 'Edit your profile' then 'Change password'. Reset your password if you have forgetten it by clicking on 'Sign in' then 'Forgot password'. Enter the e-mail address of record for the account. HP Passport sends an e-mail to the address you entered. Open it and follow the instructions to choose a new password.
* Alphanumeric and special characters,
& * | < > and
The table below lists the features available under the Support Center Home tab. Where noted, some features are only available to signed-in users; others may only be available with contract or warranty entitlement.
|Support Center Home Feature||Description|
|Drivers, Software & Firmware||Provides access to software, firmware, drivers and other free downloads that can be used to solve problems, maintain, manage or upgrade your HP products. See Drivers, Software & Firmware help for details.|
|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.
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 Support or My IT Environment tabs to link your support agreement.
See Patch Management help for details.
|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 user account and an active hardware support agreement or Care Pack linked or shared to your account. Sign-in to gain access to diagnostic passwords. When signed in, use 'Contracts and warranties' on the My Support or My IT Environment tabs to link your support agreement.
See Diagnostic passwords help for details.
|Software updates and 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 user account and an active Software Updates support agreement linked or shared to your account. Sign in to gain access to updates. When signed in, use 'Contracts and warranties' on the My Support or My IT Environment tabs to link your support agreement.
Also, sign up in Subscriber's Choice to receive notifications of software product updates. ('My profile' menu on My Support, then select 'Subscriber's Choice profile'.)
|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 the HP Support Center is
included. Search by keyword or document ID.
To view certain documents requires an HP Passport user account and an active support agreement, HP Care Pack or warranty linked or shared to your account. Sign in to gain access. When signed in, use 'Contracts and warranties' on the My Support or My IT Environment tabs to link your support agreement.
See Search help for details.
|Product support information||Find product information 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.|
|Knowledge Base and Tasks||The left side navigation provides a variety of additional ways to find support information. See Knowledge Base and Tasks help for details.|
|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 Support||"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.|
|E-mail HP Support||If a product has email support, a link appears on the product page. Click on the link, fill out a short form and submit.|
|Guided troubleshooting||Guided troubleshooting is a step-by-step method, available for some products, for finding solutions to common product issues. See Guided troubleshooting help for details.|
My Support provides a listing of all your recent products and cases. Click on "View all" to see up to 100 listings at once. The table below lists the features available under the My Support tab. You must be signed in with your HP Passport ID to use My Support.
|My Support Feature||Description|
|Settings||Edit your HP Passport profile, Forums settings, Subscriber’s Choice profile and Support Case Manager settings.|
|My contracts and warranties||Links to the page where your contract (HP support agreement or Care Pack) and warranty information can be linked to your account or shared with others. You can also see the contracts and warranties you currently have linked or shared, along with details about their access rights, when they expire, and more. See Contracts and warranties help for details.|
|My recent products||List of any products that you selected while signed into HP Support Center to access knowledge (by using the product selector). Does not include devices selected in My IT Environment. Click 'View all' to see up to 100 listings at once. Click on a product name to go to a product homepage. The most recent products added are first in the list.|
|My recent cases||Includes cases you have created, viewed and/or updated recently. The most recently viewed, created or updated case is shown first in the list. Clicking on the case ID number takes you to the Support Case Manager to view the case details. 'Edit settings' allows you to change settings for this tool. 'View case report' takes you to the Support Case Manager case reporting function where you can create a custom report related to any contract or warranty in your profile. See Support Case Manager help for details.|
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 the HP Support Center, Insight Online can automatically discover devices remotely monitored by HP (requires Insight Remote Support A.07.00 or forward). 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 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 and device groups. Device views can be customized for more efficient management. Navigate from individual devices 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 using HP Insight Remote Support A.07.00 and forward. 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) Proactive Service Credits purchased on your HP
support agreements, 2) HP Proactive Select Services exchanged for
those credits, and 3) the HP Proactive Select Services available for
exchange of those credits.
You must have a Mission Critical proactive services support agreement linked or shared to your HP Support Center profile in order 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'.
reporting for devices with an active linked or shared support
contract. Enables you to generate reports in various formats, save or
modify report templates for repeat use, and to print and download
Information detail varies depending on support status and whether the device is remotely monitored by HP (requires Insight Remote Support A.07.00 or forward) 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.
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:
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.