HP Support Center User Guide C04765082
User Manual: HP HP Support Center User Guide
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HP Support Center User Guide Document Release Date: November 2015 Software Release Date: November 2015 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted rights legend Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Copyright Notice © Copyright 2015 Hewlett-Packard Development Company, L.P. Trademark Notices Microsoft® and Windows® are trademarks of the Microsoft group of companies. UNIX® is a registered trademark of The Open Group. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries. Red Hat® is a registered trademark of Red Hat, Inc. in the United States and other countries. Apple, iPhone® and App Store℠ are trademarks of Apple Computer, Inc., registered in the U.S. and other countries. © 2012 Google Inc. All rights reserved. Chrome™, Android™ and Google Play™ are trademarks of Google Inc. HP Support Center: User Guide Page 2 of 51 Contents Welcome to HP Support Center 5 Create an HP Passport account 6 Sign in 7 Product Support 8 Find your product Product-specific content Search 10 12 13 Advanced search 15 Filters 18 Security bulletin archive 18 Save a search 19 Partial match 19 NonStop search 20 Search by document ID 20 Find drivers and other software 20 Find product top issues 23 Find advisories, bulletins and notices 24 Find most viewed solutions 25 Find product manuals 27 Use task-based information 29 Support Case Manager 30 Submit a new support case 31 Check the status of an existing case 35 Create a case report that lists all cases 35 View your recent cases 36 Update a case 37 Add comments 37 Add attachments 37 Close a case 37 Edit SCM settings Warranty check HP Support Center: User Guide 37 38 Page 3 of 51 Access requirements 40 Location of serial number and product number 40 Warranty information is not found, or error returned 40 How to extend or upgrade warranties 41 Customer Self Repair 41 Check eligibility 41 Determine the self-replacement option type 42 Order parts 43 Status & assistance 43 Instructions and videos 44 Settings 46 The language and country selector 47 Get help from HP 49 Support and other resources 51 HP Support Center: User Guide Page 4 of 51 Welcome to HP Support Center This is the user guide for HP Support Center. HP Support Center provides support information and features for most HP commercial products. This guide explains how to use the features of HP Support Center such as searching the site, finding product documentation, downloading drivers and other software, and getting help from HP. HP Support Center: User Guide Page 5 of 51 Create an HP Passport account Although you do not need an HP Passport account to access most support information on HP Support Center, creating an account and signing in to the site provides several benefits, such as: l l l A saved product list allowing you to easily return to pages for your products. The ability to save product serial numbers to your profile so that you can easily review your warranty status. If the product is under warranty, you can log a case or get other help. The ability to link Support Agreements, HP Care Packs and warranties to your account and get the privileges they may provide, such as additional support content or support options. To create an account, click Register at the top right or Register for HP Passport on the right side of the Product Support screen, and fill in the required fields. HP Support Center: User Guide Page 6 of 51 Sign in To use the various feature services of HP Support Center, sign in using your HP Passport ID: If you do not have an account, you can create one. Click 'Register' and fill in the required fields: HP Support Center: User Guide Page 7 of 51 Product Support The Product Support area provides the following features for most HP commercial products. You can access these features from the main page or from the main menu: HP Support Center: User Guide Page 8 of 51 Product Support l "Find your product" on the next page l "Search" on page 13 l "Find drivers and other software" on page 20 l "Find product top issues" on page 23 l "Find advisories, bulletins and notices" on page 24 l "Find most viewed solutions" on page 25 l "Find product manuals" on page 27 l "Support Case Manager" on page 30 l "Warranty check" on page 38 l Patch management l Diagnostic passwords l "Customer Self Repair" on page 41 Links to many of the features are in the sub menus: HP Support Center: User Guide Page 9 of 51 Product Support Download options l Drivers & software l Top issues l Most viewed solutions l Troubleshoot a problem l Advisories, bulletins & notices l Customer Self Repair l Warranty check l Manage my contracts & warranties l View my contracts & warranties l Submit or manage support cases l Chat with HP l All HP contact options l HP Software Support Online (IT Management Software) l HP Customer Care (Home & Home Office products) l More HP Support resources Top issues & solutions Repair & warranty "Get help from HP" on page 49 Other support options Find your product Most support information is product based. Begin by identifying and selecting your product from the HP Support Center home page: l Enter a product name or number. l Browse through the products by selecting a category. l Enter a product serial number. HP Support Center: User Guide Page 10 of 51 Product Support If you have signed in to your HP Passport account, you can also: l Select from your recent products. l Find products in your profile, through your contracts and warranties. Use any of these methods to reach a product home page. HP Support Center: User Guide Page 11 of 51 Product Support Product-specific content From a product home page, use the searchbox to find product-specific content or click any of the tabs at the bottom of the page: Product home page tabs Tab Download options Description l Get drivers, software & firmware l Sign up for driver, security, patch and support emails l Patch management l Diagnostic passwords l Software updates & licensing Top issues & solutions Top issues are documents written as a result of calls to the HP Response Center. Most viewed solutions are based upon the number of times they have been viewed by users. Includes a link to view all solutions. Manuals Select manual type or view all types. Select language. Click Advisories, bulletins & notices. Advisories describe product issues and corresponding solutions and resolutions. Bulletins contain information about catastrophic hardware failures. Notices contain information such as technical and warranty details, and model and configuration codes. Repair & warranty Get help from HP l Warranty check l View my recent cases l View my contracts & warranties l Manage my contracts & warranties l Submit or manage support cases l Chat with HP l All HP contact options The options listed above are also in the Product Support drop-down list. In addition are the following: HP Support Center: User Guide Page 12 of 51 Product Support Other support options Other support options Description Community forums An online community for peer-to-peer technical support and knowledge sharing. Other support options l HP Software support online (IT Management Software) l HP Customer care (Home and Home Office products) l More HP support resources Search Search for product support information on any HP Support Center page, using: l The link to the search page, in the Product Support drop-down list. l The search box in the upper right, in the title bar. HP Support Center: User Guide Page 13 of 51 Product Support The search boxes on the search page and in the upper right allow you to do a search by keyword of all HP products, but in general you will get better results by selecting a product first: Once you reach a product home page, use the search to find content specific to that product: HP Support Center: User Guide Page 14 of 51 Product Support Advanced search Click the Advanced search link to refine your search: Use advanced search options and filters, described below, to search more effectively: HP Support Center: User Guide Page 15 of 51 Product Support Advanced search options Radio button Result Examples All Words Results contain all keywords, in any order. The space character functions as a Boolean AND (+). You can use search patterns. See "Search patterns using All words" on the next page for examples. Any Word Results contain one or more keywords, in any order. Space functions as a Boolean OR. ProLiant disk array Exact Match Exact keyword pattern. Same as using quotes elsewhere. ProLiant DL380 G6 HP Support Center: User Guide Page 16 of 51 Product Support Radio button Result Examples Boolean Use these special characters: + (plus) Inclusion. The string immediately after the + must appear in the results. ProLiant +array - (dash) Exclusion. The string immediately after the - cannot appear in the results. ProLiant -array " (quotes) Same as quotes elsewhere. "ProLiant DL380 G6" (space) Boolean OR. Same as Any Word. HP-UX MPE In Advanced search, select All words to use search patterns, with the characters listed in the table below. The plus sign (+) meaning required inclusion or Boolean AND is the default in All words, so is not listed: Search patterns using All words Search Character Usage Examples * Asterisk. Matches zero or more alphanumeric characters. Only one asterisk per pattern. c000* *ing co*ing Result Document containing any word: - beginning with "c000" - ending in "ing" - starting with "co" and ending with "ing" (if intervening characters are alphanumeric) ? Question mark. Matches exactly one alphanumeric character. 652?4 Documents containing: 65264, 65244, but not 652864 or 652_4. - Dash. Exclusion. No space between - and the following character. java -verbose myClass Documents containing "java" and "myClass" but not "verbose". "java -verbose myClass" If the string you are searching for includes a dash, use quotes. Non-alphanumeric characters in both the search pattern and in the document text to be searched are replaced with a space character. (The exceptions are the question mark and asterisk search characters, which have meaning in the search pattern.) The question mark and asterisk do not match spaces, so a search pattern containing either will not match a non-alphanumeric character. Examples: Search pattern examples Search Pattern Document text Match Reason PHSS?37446 PHSS_37446 No Underscore (_) in document replaced with space, ? does not match a space. PHSS?37446 PHSS 37446 No ? does not match a space. HP Support Center: User Guide Page 17 of 51 Product Support Search Pattern Document text Match Reason PHSS_37446 PHSS_37446 Yes Underscore (_) replaced with space in both search pattern and document, resulting in an identical string. PHSS?37446 PHSSX37446 Yes ? matches alphanumeric character X. PHSS?37446 PHSSXL37446 No ? matches only one alphanumeric character (not XL). PHSS_37446 PHSS$37446 Yes Both underscore (_) and dollar sign ($) are replaced with spaces in search pattern and document, resulting in identical strings. PHSS*37446 PHSS37446 Yes Matches zero or more alphanumeric characters. PHSS*37446 PHSSAlpha37446 Yes Matches zero or more alphanumeric characters. PHSS*37446 PHSS-Alpha37446 No Intervening characters include a nonalphanumeric, which is replaced with a space, * does not match a space. Filters In addition to using search patterns, you can narrow your search by filtering on content type, date, and sort type. You can display a summary, specify the number of results per page, and search within results: Advanced search filters Filter Result Content types Content is organized by type, such as security bulletins or patch Read Me files. Use the content type filter to search documents regardless of type, or to limit the search by checking specific content types. Date range Limit search results by update date. Select a date span from the drop-down list, or a date range between specific dates. Number Use the Results per page filter to specify the number of results to display per page. of results Sort type By default, results are sorted and listed according to the closest match of your search. This is the "Score" sort. Use the Sort by filter to sort by a different column header name such as content type or content updated date. Use this filter before or after submitting your search. The current sort is displayed in the drop-down list. Display By default, the result displays document titles. Before searching, use Show a summary to include a summary in summary the results. Security bulletin archive Security Bulletins are among the content types available to filter your search. In addition to filtering, you can use the "Archive" link next to the Security bulletin content type check box to gain access to all HP security bulletins. HP Support Center: User Guide Page 18 of 51 Product Support Save a search If you are signed in with your HP passport ID, you can save up to ten searches, including advanced searches. When you run a saved search, it is run against the latest version of the content repository, so results may differ from earlier searches made with the same saved search. You can add, remove and replace up to ten of these saved searches. Partial match If a search finds zero results because not all keywords were found in a document, it will then look for a partial match, based on finding any of the keywords, and display those results. HP Support Center: User Guide Page 19 of 51 Product Support NonStop search Simplify the search for content about HP Integrity NonStop systems by adding the keyword "NonStop" (without the quotes) to any search. Search by document ID You can search for content by document ID, if you know it. Some content, such as forum postings, certain manuals, white papers and drivers do not have document IDs. Filter options are ignored in a search by document ID. If you cannot find the document, be sure you have entered the document ID correctly. It may be that you do not have access rights to a document based on your entitlement level, or the document may be for HP internal use only. Find drivers and other software Download the files you need to maintain, manage or upgrade your HP products: 1. Select a product (see "Find your product" on page 10). If you have signed in and searched for a product before, you can click a product in your recent products list: HP Support Center: User Guide Page 20 of 51 Product Support 2. On the product page, click Get drivers, software & firmware under Download options: 3. Select the language of the file and the operating system: HP Support Center: User Guide Page 21 of 51 Product Support A list of files will appear, categorized by type, such as driver, firmware, software, or BIOS. How to identify your operating system Drivers and other software files are specific to operating systems. To download the right file, be sure you know both the version and the number of bits, either 32- or 64-bit, of the operating system. l l l Windows: The OS version appears on one of the screens at system startup. To see if you have a 32- or 64-bit version, open Windows explorer, right click Computer, and open Properties. Mac: The OS version appears under the Apple symbol in the Menu bar at the top of the screen. Select "About this Mac". Linux: Use uname - a to see if the OS is 32- or 64-bit. If the operating system is not listed If you select a product and language, and your operating system is not listed in the results, HP does not currently have files for the product on that operating system, or they are not available in the selected language. Options: l l l l If you did not select English, try selecting English as the language. On Windows systems, try installing the device using the Add New Hardware wizard. Drivers for some peripheral products are pre-installed so do not need a new driver. For original Pavilion or Presario PC drivers, try the Application Recovery feature included on the Recovery partition or Recovery discs. For non-HP products, look for drivers and software downloads at the original manufacturer's web site. HP Support Center: User Guide Page 22 of 51 Product Support l l l For Linux printer drivers, see supported devices for a list of printers supported by HP's Linux driver (HP Linux Imaging and Printing, HPLIP). Most Linux distributions pick up the latest HPLIP software from this SourceForge site and integrate it into their distribution, so printer support within your Linux distribution may already be present. If you do not see support for your printer listed at the SourceForge site, visit printer list to check for third-party support. HP drivers for Apple computers running the Mac OS X operating system are listed under Mac OS X. The same HP driver for Mac OS X generally supports different versions of the operating system (for example Mac OS X v10.2-10.5). However if several versions of Mac OS X appear, select the one that matches your system. Visit the HP Web site again later for new downloads. If you cannot find the file you need HP provides drivers for operating systems and for HP-branded, warranty-replaced, or factory-installed hardware that is shipped on or supported by the product. For example, computers that came with Windows Vista generally only have Windows Vista drivers available for download. HP may not have software or drivers available for the following reasons: l l You may already have the latest driver included in your operating system. Operating systems usually come with basic drivers for common components and peripherals. To install the driver, you may just need to use the operating system's Add New Hardware feature. Not all problems can be fixed with a driver or software update: n There may be no driver or software file related to the problem. A different problem may be the cause. For example, a PC fan, mouse, printer port, hard drive, or USB port do not typically use a driver. n Some error messages prompt you to repair or install a specific file. For example, Microsoft Windows may generate an error similar to the following: Windows could not start because the following file is missing or corrupt:\system32\hal.dll In this example, HP does not provide the "hal.dll" file as a download. You must repair the OS itself to fix the error. In some cases the OS manufacturer may provide a file to fix such errors. l l l HP occasionally discontinues supporting and providing drivers for older operating systems such as Windows 95 or Windows 98. In some cases drivers may remain available as is or directly from the maker of the discontinued OS. A file has not been tested and qualified for a given OS. For example, a ten year old printer may not be supported on a newer OS. The file you need may be provided by another (non HP-branded) manufacturer (example: Lexmark printer). Check that the product or device you need a file for is provided on another manufacturer's web site. Most files are freely available for download. For some files you will be asked to sign in with your HP Passport ID to determine your eligibility to access the files. Eligibility is granted if your ID is associated with a contract or warranty that includes access to those files. See Contracts and warranties help for more information. Find product top issues From a product page, select the Top issues & solutions tab to view the top reported issues according to HP Support, followed by a link to additional top issues if present: HP Support Center: User Guide Page 23 of 51 Product Support Find advisories, bulletins and notices Advisories, bulletins and notices are related types of documents: l l l Advisory: Describes problems and solutions for both HP hardware and software products. Bulletin: An urgent communication involving safety concerns or other risks such as data loss or security vulnerability. Notice: General reference information. From the Product Support menu, click Top issues & solutions > Advisories, bulletins & notices: HP Support Center: User Guide Page 24 of 51 Product Support A list appears: Click a title to view the document. Click the column headings to sort the list by title, content type, or updated date. Find most viewed solutions Finding most viewed solutions for a product is similar to finding top issues. HP Support Center: User Guide Page 25 of 51 Product Support In the Product Support menu, click Top issues & solutions > Most viewed solutions: The Most viewed solutions screen appears: Click a title to view the document. Click the column headings to sort the list by number of views, title, content type, or updated date. HP Support Center: User Guide Page 26 of 51 Product Support Find product manuals 1. Select a product (see "Find your product" on page 10). 2. In the Product Support menu click Manuals or select the Manuals tab on the product support screen: HP Support Center: User Guide Page 27 of 51 Product Support The results screen lists the manuals by type: HP Support Center: User Guide Page 28 of 51 Product Support 3. Select a language and manual type from the list. The results appear in a table: If you select a language and do not see the manual you are looking for, try selecting English as the language. 4. Click a document title to view the document. Sort the results by title, content type, or updated date. Use task-based information Several task-based options are available. For example, click Troubleshoot a problem: The results are broken down by operating system. HP Support Center: User Guide Page 29 of 51 Product Support Select an operating system from the list. Troubleshooting documents are primarily customer advisories and support information. Get help from HP is another feature available for some products. It allows you to submit or manage support cases and chat to HP to help you find solutions to common product issues. If available for the product, a Get help from HP link is in two places: the Product Support main menu and a tab at the bottom of the screen: Support Case Manager Click Submit or manage support cases: HP Support Center: User Guide Page 30 of 51 Product Support l In the Product Support drop-down list, under Get help from HP. l Under More support options, on the right. From the main Support Case Manager page you can perform the following actions: Submit a new support case From the main page you have two options: HP Support Center: User Guide Page 31 of 51 Product Support l Click Browse your contract & warranty products to see a list of support agreements, HP Care Packs and warranties (referred to as "contracts" below): The list includes contracts that are associated with your HP Passport ID, or that are part of a contract and warranty share that has the SCM role enabled and that includes you as a member. Expand the contracts in the list to see the products covered by each contract. Find the product in the list and click Submit a case on the right. l If you already know the contract that covers the product, enter any of the following identifiers in the Contract or warranty ID field: n Product serial number (for a warranty) n Service Agreement ID (SAID) n Support Account Reference (SAR) n HP Care Pack ID n Nickname HP Support Center: User Guide Page 32 of 51 Product Support If the identifier is valid and the contract is active, a list of products covered by the contract appears. Find the product in the list then click Submit a case on the right. If you are signed in, a contract does not need to be associated with your HP Passport ID to submit a case for a product covered by the contract. From the Submit a case page, enter a case title, operating system and version, and provide as much detail as you can. Describe the problem and the steps you have taken to resolve it. See the sections below for examples of the type of information to provide. Problem Description l Error messages l Log files l Steps to recreate the problem Location l Alternate contact information l Equipment address location Configuration l Identify third-party options installed and if they have been eliminated as potential causes. l Identify system options installed, regardless of whether they seem pertinent. l Total memory including RAM size and configuration. l Installed patches and service packs. l Revision levels (if a hardware or firmware problem). l Version updates. l Replaced parts. Case History l l Has this problem been previously reported to HP for the same product? If so, include prior support case numbers opened for that product. Actions taken by HP, any service provider or the customer since the first occurrence of the problem. Changes to Environment l Power- or temperature-related problems. Testing Information l Can you reproduce the problem? If so, include the exact steps to reproduce it. l Include crash analysis if a system crash. HP Support Center: User Guide Page 33 of 51 Product Support For Printers l Can the printer: n Perform a self test. n Print a configuration page and event log. n Perform a paper path test. l Does the printer display a numeric/light pattern error? l Identify the connection type - parallel, USB, networked (wired or wireless), Bluetooth, or other sharing device. l Identify the printing software and drivers. l Is the problem application-specific? l Describe unusual noises including their source (front/back/left/right). l Is the printer using an HP toner cartridge? l When was the toner cartridge last changed? l When did the printer last function correctly? l Describe recent changes. l Can you print with a known working cable and LAN drop? l If a document printing problem, can you Print/Telnet or print without the spooler? Contact and equipment locations Contact information is used by the support agent to communicate updates and request further data. Ensure the contact is the person who can actually work with the support agent. Be sure the equipment location is accurate, as onsite visits and parts delivery are made to this address. Troubleshooting steps taken Describe the steps you have already taken, and the results. Consider these questions: l What were you trying to do when you detected the problem? l What were you expecting to happen? l What error messages did you see? l What programs, commands, or devices were involved? l When did you first observe the problem? l When was the last time the activity worked? l What has changed since then (hardware, software, configuration)? l If the problem is intermittent, under what conditions did the problem occur? l What do you think is the cause of the problem? Anticipated response time HP Support Center: User Guide Page 34 of 51 Product Support If you submit a case within the contract's coverage hours, the first available support agent will respond. For support outside of the contract's coverage hours, submit the case by phone and say that you need an "uplift" to your support contract. This will result in an additional charge. Uplift is not available in some countries. For onsite support, response time depends on the type of contract. Onsite response time is the time an engineer will be onsite to address the problem, not problem resolution time. Check the status of an existing case Check the status of an existing case by entering the case ID if you know it, in the Check case status box on the main SCM page. This will take you to a screen displaying a summary of the case which lists submitted and last updated dates, and has a link to view case details. Create a case report that lists all cases Click the View case report link to create a list of cases submitted on products covered by contracts that are associated with your HP Passport ID, or that are part of a contract and warranty share that has the SCM role enabled and that includes you as a member. To create a case report: 1. Select one or more contracts from the list and add them to the box on the right. 2. Filter by case status and time. HP Support Center: User Guide Page 35 of 51 Product Support 3. Click Create report. The report lists cases associated with your HP Passport ID, by ID, title, status, and submitted and updated dates. Click a case ID to view details for the case. View your recent cases View the details of your recent cases three ways: l Enter the case ID in the Check case status text box on the main page, then click the View case details link on the right. l Click the case ID in My recent cases on the main page. l Click a case ID in the list generated by Create report. The case details page lists: l Case information including case title, customer tracking number, contract and product numbers, source (web, phone), submitted and updated dates, and current status. l Contact and equipment location. l Case details. l Case history, which includes correspondence and case logging information. l Subcases, if any. HP Support Center: User Guide Page 36 of 51 Product Support Update a case You can add comments and attachments to a case, and close a case. Add comments Add comments to open cases on the case details page. On submission your comments are added to the case history and the support agent is informed. Add attachments Attach pertinent documents such as program files, log files and illustrations to open cases by using the email link on the case details or case submit confirmation pages. Do not modify the email subject line. The attachments are added to the case and the support agent is notified. You will receive a confirmation email when they are processed. You cannot access documents attached to a case through Support Case Manager. For security reasons, send the email from the same domain address as the domain of the case contact's email address, if possible. (The domain is after the @. For example: @mycompany.com.) Email delivery time is not guaranteed. Close a case On the case details page, under "additional comments and attachments or request to close", enter a brief explanation of why you want to close the case, and update. Cases are not automatically closed as the result of a request. A support agent closes the case after reviewing the request. Edit SCM settings If you submit cases on a regular basis, it may be convenient to prefill contact and preferred equipment location values, and specify their source: Contact drop-down list prefill: Specify the origin of the contact list on the case submit page. Use the contact data from one of the following: l l The contract you are using to submit the case. The contract you are using to submit the case, and your HP Passport profile, and the contact data used the last time you submitted a case. Preferred contact data prefill: Specify how you want your contact data prepopulated in the support case contact fields. Options: l Do not prefill: Use when the contact data changes frequently or when you use the contact drop-down list to populate the fields. l Prefill from your HP Passport account: Your name and contact information. l Use last entered data: Useful when the same contact information is used every time. l Use data from support agreement: The contract you are using to submit the case. This is useful when the contract includes the contact person who is dedicated to handling cases with HP. Preferred equipment location data prefill: HP Support Center: User Guide Page 37 of 51 Product Support l Same options as Preferred contact data prefill. Save to make the selected options become your new default settings. Warranty check Use warranty check to retrieve service type and level, coverage dates and deliverables associated with the warranty, and other details. Click Warranty check from Repair & warranty in the main menu, or under Main support options on the right: Enter product serial numbers in the form. You can check up to twenty warranties, active or expired, at a time. The country of purchase defaults to your current locale. Change it if necessary using the drop-down list: HP Support Center: User Guide Page 38 of 51 Product Support The expiration date of a warranty is based on the purchase date, if the product was registered with HP. Otherwise it is estimated based on the manufacture date. Warranty check does not retrieve support agreement information. For support agreement information, see Software updates and licensing: HP Support Center: User Guide Page 39 of 51 Product Support Access requirements You do not need to be signed in with your HP Passport account to use warranty check. Signing in does however provide you with the option of linking warranties to your account. It also lets you store, view, and manage your products more quickly and easily. Location of serial number and product number You must provide the serial number (preceded by "Serial" or "S/N"), which is typically located near the product number on the label. You may also need the product number. The product labels below show typical serial number (1) and product number (2) locations: Contact HP Support if you cannot find the label. Warranty information is not found, or error returned If the results page lists an error for a particular entry, verify your data entry. If you re-enter the values and it still returns an error, contact HP Support. If you entered multiple numbers, you can remove the number that caused the error and try again. HP Support Center: User Guide Page 40 of 51 Product Support How to extend or upgrade warranties Extend your standard warranty with HP Care Pack Services. Coverage is also available for many products whose original warranties have expired. Visit HP Care Pack Central to learn more. Customer Self Repair Customer Self Repair (CSR) is available for certain products. From a product page, check for it under Repair & warranty in the Product Support main menu: CSR is available in most countries. It allows HP to ship replacement parts directly to you once a failure has been confirmed. Parts are generally shipped overnight. CSR warranty terms and conditions are included in the warranty statement for the product, which can be found in the box with the product. Check eligibility Check the status of the warranty that covers the product using Warranty check. Click the link on the left: HP Support Center: User Guide Page 41 of 51 Product Support Determine the self-replacement option type On the CSR page for a product, a table lists the parts and the self-replacement option available for each: The options are: l l Mandatory. On-site or return-to-depot support for replacement of this part is not provided under the warranty. You can install this type of part yourself or pay HP service personnel to do it. It typically does not need tools to replace, consists of a single part, has minimum cabling, and is plug-and-play. Optional. You can replace this type of part yourself or have it replaced by HP service personnel at no additional charge during the warranty period. Replacement may require tools, the removal of other parts, more involved cabling, and potential configuration/setup following replacement. You can replace parts yourself even if you have an HP Care Pack or contract that provides on-site support. Ask that the replacement parts be shipped directly to you. You can then replace the parts at your convenience. If you do not want to replace a part yourself, and the product is covered by a warranty, you can, in countries where it is allowed, purchase on-site replacement of the part by HP service personnel. The cost will include only labor and travel because the parts are covered under the warranty. If you damage a part while replacing it, the situation is the same as if HP service personnel damaged the part. The warranty will cover the second repair. HP Support Center: User Guide Page 42 of 51 Product Support Order parts How you order parts depends on the state of the product warranty: l l If active, submit a support case using the Support Case Manager (SCM). Click the Submit or manage support cases link. If expired, click the Buy replacement parts link. Status & assistance Fill in the form to get help on an existing SCM case, such as the status of a replacement part. Be sure to pick a subject and include the case number: HP Support Center: User Guide Page 43 of 51 Product Support Instructions and videos This tab provides a link to repair videos and animations, if any, and lists links to instructions for removing and replacing parts of the product: HP Support Center: User Guide Page 44 of 51 Product Support HP Support Center: User Guide Page 45 of 51 Settings After you sign in, click the Settings icon from any HP Support Center page: You can view and edit several settings: HP Support Center: User Guide Page 46 of 51 The language and country selector The language that HP Support Center and Insight Online display in, and country-specific contact information such as in "Contact HP", are by default determined by the country you are accessing the site from. For example, if you are in Greece, the site appears in Greek, and the contact information is local to Greece. This language selection includes the site's help system. Technical documentation also appears in search results, if available, in the selected language. You can change this language and country setting at any time by clicking on the flag at the bottom of any page: The flag you see represents your current country setting: Flag and country name examples Language Spanish Spanish Hungarian Japanese Several countries share languages, but the country-specific information is different. Ecuador and Mexico for example, share Spanish, but the HP contact information for each is different. Some languages differ slightly depending on region. The Spanish associated with countries in South America, for example, is different from the Spanish associated with Spain, and the Portuguese associated with Brazil is different from that of Portugal. The complete list of supported languages is as follows: l Chinese (simplified) l Chinese (traditional) l Czech l English l French HP Support Center: User Guide Page 47 of 51 The language and country selector l German l Greek l Hungarian l Italian l Japanese l Korean l Polish l Portuguese l Russian l Spanish l Turkish You can use this feature to compare languages, if for example you are not sure of terminology in a given language. You can open a link in a new window, change the language in that window, and compare the different language versions of the same content. Once you change a language in one window, the language will change for subsequent links on the site in all open windows, and will remain your selected language even after you sign out and back in again. To return to your original language, select it from the flag at the bottom of any site page. HP Support Center: User Guide Page 48 of 51 Get help from HP HP Support Center: User Guide Page 49 of 51 Get help from HP Use Get help from HP to: l Submit or manage support cases. See Support cases for details. l Chat with an HP representative to help you find solutions to common product issues. l View All HP contact options, which includes links to forums, to site help, to a form you can submit with questions about using the site, and to phone numbers for support in your locale or worldwide. HP Support Center: User Guide Page 50 of 51 Support and other resources Contact HP For worldwide technical support information, see the HP support website. Before contacting HP, collect the following information: l Product model names and numbers l Technical support registration number (if applicable) l Product serial numbers l Error messages l Operating system type and revision level l Detailed questions HP Authorized Channel Partners For the name of the nearest HP Authorized Channel Partner, see the following sources: l In the United States l In other locations Documentation feedback HP welcomes your feedback. To make comments and suggestions about product documentation, send a message to: docsfeedback@hp.com. Include the document title and part number if available in your message. All submissions become the property of HP. HP Support Center: User Guide Page 51 of 51
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