HP Support Center User Guide C04765082

User Manual: HP HP Support Center User Guide

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Page Count: 51

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.
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Contents
Welcome to HP Support Center 5
Create an HP Passport account 6
Sign in 7
Product Support 8
Find your product 10
Product-specific content 12
Search 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 37
Warranty check 38
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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 4of 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.
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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:
lA saved product list allowing you to easily return to pages for your products.
lThe 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.
lThe 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 HPPassport on the right side of the Product
Support screen, and fill in the required fields.
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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:
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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:
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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
lPatch management
lDiagnostic passwords
l"Customer Self Repair" on page 41
Links to many of the features are in the sub menus:
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Product Support
Download options lDrivers & software
Top issues & solutions
lTop issues
lMost viewed solutions
lTroubleshoot a problem
lAdvisories, bulletins & notices
Repair & warranty
lCustomer Self Repair
lWarranty check
lManage my contracts & warranties
lView my contracts & warranties
"Get help from HP" on page 49
lSubmit or manage support cases
lChat with HP
lAll HPcontact options
Other support options
lHPSoftware Support Online (ITManagement Software)
lHPCustomer Care (Home & Home Office products)
lMore HP Support resources
Find your product
Most support information is product based. Begin by identifying and selecting your product from the HP Support
Center home page:
lEnter a product name or number.
lBrowse through the products by selecting a category.
lEnter a product serial number.
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Product Support
If you have signed in to your HP Passport account, you can also:
lSelect from your recent products.
lFind products in your profile, through your contracts and warranties.
Use any of these methods to reach a product home page.
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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 Description
Download
options
lGet drivers, software & firmware
lSign up for driver, security, patch and support emails
lPatch management
lDiagnostic passwords
lSoftware 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
lWarranty check
lView my recent cases
lView my contracts & warranties
lManage my contracts & warranties
Get help
from HP
lSubmit or manage support cases
lChat with HP
lAll HP contact options
The options listed above are also in the Product Support drop-down list. In addition are the following:
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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 lHP Software support online (IT Management Software)
lHP Customer care (Home and Home Office products)
lMore HP support resources
Search
Search for product support information on any HP Support Center page, using:
lThe link to the search page, in the Product Support drop-down list.
lThe search box in the upper right, in the title bar.
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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:
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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:
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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
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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 Result
* Asterisk. Matches zero or
more alphanumeric
characters. Only one
asterisk per pattern.
c000*
*ing
co*ing
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
"java -verbose myClass"
Documents containing "java" and "myClass"
but not "verbose".
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.
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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 non-
alphanumeric, 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
of results
Use the Results per page filter to specify the number of results to display per page.
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
summary
By default, the result displays document titles. Before searching, use Show a summary to include a summary in
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.
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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.
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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:
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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:
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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.
lWindows: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.
lMac: The OS version appears under the Apple symbol in the Menu bar at the top of the screen. Select "About this
Mac".
lLinux: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:
lIf you did not select English, try selecting English as the language.
lOn 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.
lFor original Pavilion or Presario PC drivers, try the Application Recovery feature included on the Recovery partition
or Recovery discs.
lFor non-HP products, look for drivers and software downloads at the original manufacturer's web site.
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Product Support
lFor 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.
lHP 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.
lVisit 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:
lYou 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.
lNot all problems can be fixed with a driver or software update:
nThere 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.
nSome 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: <Windows_
root>\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.
lHP 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.
lA 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.
lThe 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:
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Product Support
Find advisories, bulletins and notices
Advisories, bulletins and notices are related types of documents:
lAdvisory: Describes problems and solutions for both HP hardware and software products.
lBulletin: An urgent communication involving safety concerns or other risks such as data loss or security
vulnerability.
lNotice: General reference information.
From the Product Support menu, click Top issues & solutions > Advisories, bulletins & notices:
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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.
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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.
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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:
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Product Support
The results screen lists the manuals by type:
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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.
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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:
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Product Support
lIn the Product Support drop-down list, under Get help from HP.
lUnder 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:
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Product Support
lClick 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.
lIf you already know the contract that covers the product, enter any of the following identifiers in the Contract or
warranty ID field:
nProduct serial number (for a warranty)
nService Agreement ID (SAID)
nSupport Account Reference (SAR)
nHPCare Pack ID
nNickname
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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
lError messages
lLog files
lSteps to recreate the problem
Location
lAlternate contact information
lEquipment address location
Configuration
lIdentify third-party options installed and if they have been eliminated as potential causes.
lIdentify system options installed, regardless of whether they seem pertinent.
lTotal memory including RAM size and configuration.
lInstalled patches and service packs.
lRevision levels (if a hardware or firmware problem).
lVersion updates.
lReplaced parts.
Case History
lHas this problem been previously reported to HP for the same product? If so, include prior support case numbers
opened for that product.
lActions taken by HP, any service provider or the customer since the first occurrence of the problem.
Changes to Environment
lPower- or temperature-related problems.
Testing Information
lCan you reproduce the problem? If so, include the exact steps to reproduce it.
lInclude crash analysis if a system crash.
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Product Support
For Printers
lCan the printer:
nPerform a self test.
nPrint a configuration page and event log.
nPerform a paper path test.
lDoes the printer display a numeric/light pattern error?
lIdentify the connection type - parallel, USB, networked (wired or wireless), Bluetooth, or other sharing device.
lIdentify the printing software and drivers.
lIs the problem application-specific?
lDescribe unusual noises including their source (front/back/left/right).
lIs the printer using an HP toner cartridge?
lWhen was the toner cartridge last changed?
lWhen did the printer last function correctly?
lDescribe recent changes.
lCan you print with a known working cable and LAN drop?
lIf 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 on-
site 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:
lWhat were you trying to do when you detected the problem?
lWhat were you expecting to happen?
lWhat error messages did you see?
lWhat programs, commands, or devices were involved?
lWhen did you first observe the problem?
lWhen was the last time the activity worked?
lWhat has changed since then (hardware, software, configuration)?
lIf the problem is intermittent, under what conditions did the problem occur?
lWhat do you think is the cause of the problem?
Anticipated response time
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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.
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Product Support
3. Click Create report.
The report lists cases associated with your HPPassport 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:
lEnter the case IDin the Check case status text box on the main page, then click the View case details link on
the right.
lClick the case IDin My recent cases on the main page.
lClick a case ID in the list generated by Create report.
The case details page lists:
lCase information including case title, customer tracking number, contract and product numbers, source (web,
phone), submitted and updated dates, and current status.
lContact and equipment location.
lCase details.
lCase history, which includes correspondence and case logging information.
lSubcases, if any.
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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:
lThe contract you are using to submit the case.
lThe 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:
lDo not prefill: Use when the contact data changes frequently or when you use the contact drop-down list to
populate the fields.
lPrefill from your HP Passport account: Your name and contact information.
lUse last entered data: Useful when the same contact information is used every time.
lUse 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:
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Product Support
lSame 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:
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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:
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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.
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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:
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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:
lMandatory. 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.
lOptional. 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.
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Product Support
Order parts
How you order parts depends on the state of the product warranty:
lIf active, submit a support case using the Support Case Manager (SCM). Click the Submit or manage support
cases link.
lIf 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:
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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:
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Product Support
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Product Support
Settings
After you sign in, click the Settings icon from any HPSupport Center page:
You can view and edit several settings:
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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:
lChinese (simplified)
lChinese (traditional)
lCzech
lEnglish
lFrench
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lGerman
lGreek
lHungarian
lItalian
lJapanese
lKorean
lPolish
lPortuguese
lRussian
lSpanish
lTurkish
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.
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The language and country selector
Get help from HP
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Use Get help from HP to:
lSubmit or manage support cases. See Support cases for details.
lChat with an HP representative to help you find solutions to common product issues.
lView 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.
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Get help from HP
Support and other resources
Contact HP
For worldwide technical support information, see the HP support website. Before contacting HP, collect the following
information:
lProduct model names and numbers
lTechnical support registration number (if applicable)
lProduct serial numbers
lError messages
lOperating system type and revision level
lDetailed questions
HP Authorized Channel Partners
For the name of the nearest HP Authorized Channel Partner, see the following sources:
lIn the United States
lIn 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.
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