HP Premium and Premium+ Support (formerly, Active Care) is powered by the HP Workforce Experience Platform (WXP). This article offers help for WXP features that are unique to these services.
HP Premium or Premium+ Support provides prediction detection alerts across enrolled PCs, allowing IT administrators or end users to take appropriate action before hardware failures impact productivity. Whether using the HP Premium+ Dashboard or receiving device-level alerts, incidents can be reviewed and used to create warranty repair cases.
This article provides guidance on how alerts are generated, how they can be managed through the dashboard, and what types can be used to create warranty repair cases.
- Note: If you do not see Hardware Support in the left menu of the platform, your dashboard does not yet have PCs with HP Premium or Premium+ Support.
Viewing Alerts in the Dashboard
To view alerts:
- Log in to Workforce Experience Platform.
- From the left menu, click Hardware Support.
- Find and click the Incident ID to open detailed information, including:
- Device
- State
- Description
- Time of occurrence
- Case status and case number (if a support case was created)
Alert Types and Actions
HP Premium or Premium+ Support supports several types of incidents. Three can be used to create warranty repair cases, while others provide helpful diagnostic insights.
| Incident Type | Create Case | Provide Self-Help Links? | Software remediation |
|---|---|---|---|
| Predictive HDD failure | Yes | No | No |
| Predictive battery failure | Yes | No | No |
| Fan Critical | Yes | No | No |
| Fan Warning | No | Yes | No |
| Critical BIOS Outdated Alert | No | No | Yes |
| System Thermal | No | Yes | No |
Predictive HDD Failure
A Predictive HDD Failure alert is created when a disk has failed or is predicted to fail within 30 days.
- Applies to all HP desktops and notebooks with:
- Hard disk drives
- Solid-state drives
- NVMe drives
- Uses S.M.A.R.T and other predictive models.
The alert is automatically closed if the disk returns to a non-failed state.
Predictive Battery Failure
A Predictive Battery Failure alert is created when:
- A battery has failed or is expected to fail within 30 days.
- A battery changed is detected.
- Alert is automatically closed if the battery health returns to normal
- Displays battery serial number, warranty status, and CT number.
This applies only to HP notebooks with HP proprietary batteries.
Fan Critical
A Fan critical alert is created when a fan has failed or is expected to fail within 30 days.
- Applies to all HP desktops and notebooks:
The alert is automatically closed if the fan returns to a non-failed state.
Fan Warning
A Fan warning alert is created when a fan is underperforming and can cause thermal issues.
- Applies to all HP desktops and notebooks:
The alert is automatically closed if the fan returns to a non-failed state.
Devices in the maintenance category may require physical cleaning, such as clearing blocked vents.
Critical BIOS Outdated Alert
A Critical BIOS Outdated Alert is generated when the BIOS version is older than HP's latest release.
Updates to Critical BIOS Outdated Alert for Premium and Premium+ Customers
We're updating our alert system to give customers with a Premium or Premium+ care pack access to the Critical BIOS Outdated Alert directly in the Alerts screen.
With this update, you'll see only the Critical BIOS Outdated Alert in your Alerts screen. Other alert types, as well as the Alert Management screen for customizing alerts, will be available only with a WXP Pro or WXP Elite subscription.
The new Critical BIOS Outdated Alert will not include a self-help link and will not appear as a pop-up on your Windows desktop. This change is designed to streamline your alert experience and make it easier to find relevant information in one central location.
- Applies to PCs running Microsoft Windows.
- Automatically closes when all impacted PCs are updated.
Alert details include:
- Number of affected PCs
- Platform ID and models
- Formatted text: "A critical BIOS update is missing on {count} device(s) belonging to Device Platform ID {platform id} across {model 1}, {model 2}, … {model n}."
Incident Priority Levels are as follows:
- Low: 10 or fewer PCs affected
- Medium: 11–100 PCs
- High: 101–1,000 PCs
- Critical: 1,001 or more PCs
If the number of affected PCs increases or decreases across these thresholds, the priority level is adjusted accordingly.
Auto-closure logic: When the count of affected PCs drops to 0, the incident is closed and marked as "Fixed".
Contact Us
For any assistance, create a support case or email [email protected].