Provide an Unmatched Remote Support Experience for End Users and IT

Out-of-band Diagnosis and Remediation

Revolutionize Remote Support for Better Employee Experiences

Hybrid work has brought significant challenges to IT teams tasked with keeping users' devices up and running, despite being dispersed across locations.

HP's out-of-band Diagnosis and Remediation¹ improves the digital employee experience by allowing support experts to fix more issues remotely than ever before. Using out-of-band technology, HP can now remotely diagnose and remediate nearly half⁶ of the PC problems that traditionally required the devices to be in IT's hands.

Accelerate time to productivity by reducing the wait time while devices are shipped for repairs. Faster fixes and less downtime means your business stays productive—anywhere work happens.

An estimated 45% of issues that might have caused a PC to crash and fail to reboot can now be remotely resolved.

Stress Less with Innovative Remote Support

Reduce frustration for employees and IT with the PC industry's first remote diagnosis and remediation² for PC issues typically requiring physical intervention.¹

Maximize Your Intel® vPro® Investment

Unlock the capabilities of Intel® vPro® devices to provide better digital experiences for employees with advanced remote support that leverages out-of-band capabilities.

Focus Where It Matters

Streamline your tech support with a secure, turnkey remote remediation service delivered by support experts, enabling your IT to stay focused on business priorities.

Faster First-Time Fixers

Speed up PC issue remediation with a hassle-free, virtual handoff to support agents. Unprecedented out-of-band access helps ensure accurate diagnosis, so your workforce returns to work fast.

HP Goes Beyond Traditional Methods, Providing BIOS-Level Control and Support, Even When the PC Can't Boot

How It Works

Step 1: Initial Contact

When issues arise on a device equipped with Intel® vPro®, the user contacts a support agent by phone or another device.

Step 2: Secure Connection Establishment

Even when the PC can't boot¹, a consent code appears on the user's device that the user shares with the support agent to establish a secure connection.

Step 3: Remote Agent Control

Support agents connect remotely to the user's PC with full keyboard, video, and mouse (KVM) control to:

Power cycle the PC on and off
Run diagnostics
Reboot to BIOS
Help with reimaging the PC³

...regardless of the operating system's status.

Common Use Cases

PC crashing and not booting to Windows
Boot error confirmation
Hardware diagnostics
System restore options
Hardware failure identification
Firmware updates
Network boot and external images

Requirements

HP commercial PCs (notebooks, mobile workstations, desktops, and workstations)
Intel vPro® Enterprise for Windows
Purchase of an HP Hardware Support package:
- HP Essential Support⁴
- HP Premium Support^4,5
- HP Premium+ Support^4,5

Learn more at hp.com/support-services.

	HP User Guide: Navigate and Maintain Your Computer Comprehensive user guide for HP computers, covering setup, components, navigation, entertainment features, power management, security, maintenance, backup, and specifications. Learn how to optimize your HP device.
	HP Rejsesupport: Comprehensive Travel Support for Mobile Users HP Rejsesupport offers mobile users a convenient hardware support solution for their HP mobile devices, available in various countries and geographic locations. This service provides remote diagnostics, on-site support, spare parts, and next-business-day service for eligible HP products, ensuring your devices are supported wherever you travel.
	HP ProDesk 400 G7 Small Form Factor PC Datasheet - Performance, Security, and Scalability Explore the HP ProDesk 400 G7 Small Form Factor PC datasheet. Discover its powerful 10th Gen Intel Core processors, advanced security features like HP Sure Sense, expandable storage, and business-ready design for growing enterprises.
	HP Services Scan Technical Whitepaper: Features, Installation, and Management A comprehensive whitepaper detailing HP Services Scan, a support application for HP Commercial PCs. Learn about its features, architecture, installation methods, supported platforms and OS, and how to manage its settings in BIOS and the operating system.
	HP Computer User Guide: Setup, Features, and Maintenance Comprehensive user guide for HP computers, covering setup, hardware and software features, network connectivity, power management, security, maintenance, and accessibility options.
	HP ProBook 650 G4 Notebook PC Maintenance and Service Guide Comprehensive maintenance and service guide for the HP ProBook 650 G4 Notebook PC. Covers component identification, removal/replacement procedures, specifications, safety warnings, BIOS setup, hardware diagnostics, and system recovery.
	HP User Guide: Comprehensive Guide to Your Computer Explore the HP User Guide for detailed information on using and upgrading your HP computer. Learn about hardware components, software features, connectivity options, power management, security, and troubleshooting.
	HP Travel Support Technical Service Data Sheet This data sheet outlines HP's Travel Support service, providing hardware support for HP mobile devices while traveling. It details service coverage, response times, important aspects of the service, benefits, customer responsibilities, limitations, and exclusions. The service offers remote diagnostics, on-site hardware support, replacement parts, and coverage during local business hours with next-business-day response where available.