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. Leveraging decades of experience delivering online support, HP Support Center gets you to the content most relevant to you and your environment in just a few clicks, helping you to spend less time searching for answers and spend more time managing your environment. HP Support Center provides support information and features for most HP enterprise products. You can search the knowledge base, download drivers, participate in 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 now includes HP Insight Online, which 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 & 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 of HP Insight Online that help an organization run effectively.
When you sign-in to HP Support Center with HP Passport, you will see the Insight Online - My IT Environment tab and can click on it to access this personalized set of capabilities. Some features of My IT Environment are available to all authenticated users. Other features are optimized when your enterprise uses Insight Remote Support A.07.00 or higher.
HP Support Center uses HP Passport, a single-sign-in service that works across many sites on HP.com. "Register" and "Sign-in" links are at the top right of every page. If you have a current HP Passport account, simply click on "Sign-in" and enter your user ID and password. Once signed-in, you may click on "Edit your profile" (also at the top right of the page) to review your profile and ensure all fields are accurate and up to date, or make changes.
If you do not have a current HP Passport account, click on "Register", fill in the required fields, and complete your profile. Upon completion you will be signed-in automatically with your new ID and password. When you return to HP Support Center in future, sign-in as described in the previous paragraph.
User IDs and passwords have certain restrictions. See Manage your HP Passport profile below. HP Passport accounts cannot be shared. Each user should have a separate account.
Upon successful registration and sign-in you will have access to all the free features and content on the site. Though some features and content are available without an HP Passport account, registering gains you access to more of both.
If you have HP support agreements, HP Care Packs, or product warranties, we recommend that you link them to your HP Passport account. This gives you access to entitled services and content. Once registered and signed-in, you can link contracts and warranties by going to the My Support or My IT Environment tabs (choose 'Contracts and warranties' in the heading).
Get help: For help with sign-in, registration, navigation, or other questions, contact the HP Support Center usage support team.
Browser requirements: Use Microsoft Internet Explorer 7.0 or later, or Mozilla Firefox 3.0 or later. Javascript and stylesheets must be enabled, and cookies accepted.
HP 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.
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.
Change your user ID if necessary by signing-in and clicking on "Edit your profile". 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.
Change your password if necessary by signing-in and clicking on "Edit your profile". Reset your password if you have forgotten it by clicking on "Sign-in" then "Forgot password". Enter the e-mail 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.
* Alphanumeric and special characters, excluding &
* | and ".
The following table lists the main features available in HP Support Center, under the Support Center Home tab.
| 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 |
Access passwords to 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 CarePack 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. Sign up in Subscriber's Choice to receive notifications of software product updates. (Go to the 'Settings' menu on the My IT Environment tab, and select 'Subscriber's Choice profile'.) |
| Search support knowledge |
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. 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. |
| 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 e-mail support, a link appears on the product page. Click on the link, fill out a short form and submit. |
My Support provides a listing of your most-recent product and all of your recent cases, in addition to links for managing your profile, contracts and warranties. The table below lists the features available under the My Support tab.
| Settings |
Edit your HP Passport profile, Forums settings, Subscriber’s Choice profile and Support Case Manager settings. |
| My contracts & warranties |
These links will take you to the appropriate location in the My IT Environment tab, where you can manage support agreements, HP Care Packs and warranties in your HP Support Center profile. See Contracts and warranties help for details. |
| Find support for your HP product |
Search for support information for an HP product, and see your most-recently-selected product. Click on the product name to go to its support home page. See Product Support Information help for details. |
| My recent cases |
Includes cases you have created, viewed or updated. The most recent case is shown first. Click on the case ID number to view the case details. Click on 'Edit settings' to change the criteria. See Support Case Manager help for details. |
HP Insight Online - My IT Environment is a new online capability that 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 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.
Insight Online - My IT Environment requires an HP Passport user account for access. Key feature areas of My IT Environment are listed below.
| 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 (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 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 and warranties |
Your primary means to get entitled for additional privileges in HP Support Center, such as access to certain support content, ability to submit a case, and access to patches or software updates. Here is where you link support agreements, CarePacks, and warranties, and optionally share them with other users. Also see at-a-glance what contracts you have, 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 in HP Support Center. See Contracts and warranties help for details. |
| Service Credits |
Displays your proactive Service Credits and lets you request additional services. You can view and report Service Credits from multiple support contracts, and request the redemption of credits via email for specific service items. Requires a linked or shared support contract that contains proactive Service Credits. Use 'Contracts and warranties' to link your support agreement. See Service Credits help for details. |
Your access to specific devices, service events, contract & warranty, and other information depends on the following:
If you are the person who has set up the Insight Remote Support feed of data to HP, 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 Insight Remote Support, you can still create (or leverage existing) groups of users and 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.