Introduction
The Out-of-Band (OOB) Remote Connect feature in the HP Workforce Experience Platform (WXP) enables IT administrators to remotely diagnose and remediate PC issues even when the operating system (OS) is unavailable or the PC is not booting. This feature provides BIOS-level access to supported PCs and allows IT teams to perform critical recovery actions. The support recipient must share a consent code to enable secure access.
By extending remote support beyond the OS layer, Out-of-Band Remote Connect helps IT teams resolve urgent and complex PC issues. This capability reduces downtime, eliminates the need for on-site visits, and improves overall support efficiency.
Target Audience
This feature is intended for IT administrators, IT support teams, and service desk engineers who manage and support employee PCs using WXP.
Prerequisites
Prerequisites for enabling Out-of-Band Remote Connect in WXP:
Requires a WXP account at the WXP Starter level or above (Starter, Standard, Pro, or Elite).
Enroll PCs into WXP with HP Insights Agent version 5.26.13 and Remote Connect plugin package 1.0.375.0 or later (included with HP Insights Plugin Package 1.0.27.0 or later).
Ensure OOB Remote Connect is enabled for the account and PCs are entitled/assigned (auto-enroll or manual assignment).
Hardware and network prerequisites for operation:
Intel® vPro® Enterprise 8th Generation or higher.
Windows 10 or later.
Enable Intel® AMT in BIOS.
Install/maintain latest Intel® AMT firmware / CSME versions for best functionality.
PC must be able to power on and connect to the Internet via Intel wired/wireless vPro adapters; USB Ethernet adapters and most docking stations are not supported.
Key Features
Some of the key features include:
Remote access without OS dependency: Enables IT administrators to access and control PCs even when the operating system is not functioning or the PC fails to boot.
BIOS-level control: Provides full keyboard, video, and mouse (KVM) control to the IT user to access BIOS settings, access boot options, and initiate recovery actions remotely.
Cross-vendor PC support: Supports PCs across multiple PC vendors, provided they meet platform requirements such as Intel vPro Enterprise and Intel AMT compatibility.
Secure remote connectivity: Establishes secure remote sessions using a consent code from the support recipient.
Seamless transition from in-band support: Allows IT teams to switch from in-band to out-of-band support methods when issues cannot be resolved within the operating system.
Use Cases
Some of the common use cases are:
Resolving PCs that fail to boot
Scenario: A PC is unable to boot into the operating system; preventing traditional remote access.
Solution: Use Out-of-band Remote Connect to access the PC at the BIOS level, diagnose the issue, remote power cycling, and initiate recovery actions such as reboot, system restore, or reimaging.
Diagnose Hardware Issues Remotely
Scenario: A PC is experiencing performance or stability issues, and a hardware issue is suspected.
Solution: Using out‑of‑band access, IT teams can remotely view BIOS‑level diagnostics and system health information to identify hardware faults and determine next steps without dispatching a technician.
Recover from Operating System Corruption
Scenario: The operating system is corrupted or unstable and cannot load, requiring recovery actions to return the PC to a usable state.
Solution: IT teams can perform pre‑OS recovery tasks such as firmware validation, boot order changes, or initiating network‑based reimaging to restore the device to an operational state.
Apply BIOS and Firmware Updates Without OS Access
Scenario: A PC requires BIOS or firmware updates to resolve known issues or improve stability, but the operating system is not accessible.
Solution: IT teams can remotely access the firmware environment using out‑of‑band connectivity to apply supported BIOS or firmware updates, ensuring critical updates can be completed even when the operating system cannot be reached.
The OOB Remote Connect feature enables IT teams to resolve a broader range of PC issues remotely. This improves operational efficiency and enhances the overall support experience.
Contact Us
For help, create a support case or email support@wxp.hp.com.