Disabling Telemetry for HP Premium or Premium+ Support

  • Updated on May 13, 2026
  • Published on Apr 27, 2025
  • 3 minute(s) read
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Introduction

HP Premium or Premium+ Support, formerly Active Care, is powered by the HP Workforce Experience Platform (WXP). This article provides help for WXP features that are unique to these services.

HP Premium or Premium+ Support services include telemetry features that collect PC component data. This data is used to provide predictive support, such as early detection of hardware issues. Some organizations may want to disable telemetry to meet internal privacy policies, regulatory requirements, or customer preferences.

To fully disable telemetry, you must complete the process in two places. First, disable telemetry on each PC. Then, disable it on the server to clear any previously collected device component error codes

1. Disabling Telemetry Collection on Each PC

A. Uninstalling HP Services Scan (HPSS)

The most important step to disabling telemetry on each PC is to ensure that HP Services Scan (HPSS) is uninstalled. HPSS is responsible for automatically installing HP Insights, which is the software agent that collects and delivers telemetry to HP. Even if HP Insights is uninstalled, HPSS will reinstall it unless it is also uninstalled. Follow these instructions to uninstall HPSS.

For additional information, refer to the article: https://learn.workforceexperience.hp.com/docs/uninstalling-hp-services-scan

B. Uninstalling HP Insights

The software agent that collects and delivers telemetry to HP is called HP Insights. After you have uninstalled HPSS, uninstall HP Insights from the PC. Here are some articles that will help.

2. Deleting Previously Collected Data from HP Servers

If HP Insights was previously running on a PC, your organization may require you to delete previously collected telemetry from HP servers.To delete the telemetry, delete the PC record stored with HP. Devices deleted from WXP can no longer communicate telemetry.

A. If you have WXP account:

  1. Log in to WXP. The Home page is displayed.

  2. From the left menu of the platform, select Devices > PCs. The existing devices are displayed.

  3. On the PCs page

    1. Clear the filters so you see the complete list.

    2. Add filters such as Device Name or Serial Number to find the devices you wish to delete.

    3. Using the check boxes, select one or more devices.

    4. When at least one device is selected, the Delete option becomes visible.

    5. Click Delete.

      1. A dialog box is displayed to delete either the Select Devices or Bulk Upload the devices to be deleted.

        If you have many devices to delete, follow step below to delete PCs in bulk otherwise click Selected Devices. In the same dialog box, a Security Code is displayed.

      2. Enter the code in the text box.

      3. Click Delete. The selected devices are deleted.

    6. To delete PCs in bulk:

      1. On the PCs page, select one PC by clicking the checkbox next to a Serial number.

      2. Click Delete. A dialog box is displayed.

      3. Click Bulk Upload.

      4. Download the .csv template and add the serial numbers of the devices to delete. Close the file to save it.

      5. Upload the saved .csv file and enter the Security Code when prompted..

      6. Click Delete. The selected devices will be deleted.

B. If you do not have WXP account:

Send an email to support@wxp.hp.com. Attach your list of HP PC serial numbers and proof of ownership such as the Care Pack certificate. If ownership can be validated, the devices will be deleted. If not, the support team will ask for additional information needed to validate proof of ownership.

3. Modifying PC Privacy Settings

After you have uninstalled HPSS, uninstalled HP Insights, telemetry for HP Premium or Premium+ stops being collected and you will no longer receive predictive alerts for possible hardware issues.

This may be acceptable. However, other HP software on the PC and may collect data for HP Support to help with diagnostics during a support event.

To stop the PC from collecting other data for HP Support, complete the following steps:

  1. Open Windows Search, enter HP Privacy Settings, and run it. Change the first radio button to No.

  2. If you cannot find HP Privacy Settings, search for, and run myHP.

  3. Find Settings and change the first radio button to No.

  4. If you cannot find either HP Privacy Settings or myHP.

    1. In the Windows Search, enter Command Prompt, select the Run as Administrator option. copy/paste the following command, and press the Enter key.
      reg add HKLM\SOFTWARE\Policies\HP\Consent /v AllowSupport /d Rejected /f /reg:64

Contact Us

For any assistance, create a support case or email support@wxp.hp.com.

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