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 (formerly, HP Active Care) provides enhanced PC protection by using AI driven predictive detection alerts.
This article provides the basic steps to ensure your PCs are properly enrolled and monitored.
Step 1: Verify Care Packs are Registered
Before using the service, follow these simple instructions to confirm that your Care Packs are registered. You will not benefit from the predictive detection alerts provided by the service until this step is completed.
Step 2: Verify PC Software is Installed
The HP Insights Windows Applicaton (Windows Agent) must be installed. It collects and sends hardware component and other key data to HP's analytics engine which will then alert you to critical failures before they cause business disruptions.
- For HP commercial PCs G10 or newer running Windows, the Agent should install automatically via Windows Update.
- To find if it is installed, right-click the HP icon
in the system tray.
- If the status does not say Enrolled or you cannot find the icon, download the HP Insights Health Checker, extract and run the .exe file, and click Run Scan. This utility will attempt to resolve issues and enroll your PC. If it cannot, it will provide additional instructions including how to open a support case with HP.
- If the status says Enrolled, your PC will generate predictive alerts for potential hardware issues and allow you to create warranty repair cases.
Step 3: Optional Dashboard for Large Fleets of PCs
An optional dashboard is available for IT Admins managing a fleet of PCs. With a dashboard, you can:
- See the status of all PCs.
- See alerts and repair cases.
- Stop end device pop-up alerts so you can centrally respond to predictive alerts and open cases for repair.
- Submit additional warranty repair cases.
If interested, request a WXP dashboard. Once you have a dashboard, read more about how it works and how you can mass enroll your PCs into it.
Request Assistance
- If you need assistance with device enrollment, download the HP Insights Health Checker. This utility will attempt to resolve issues and enroll your PC. If it cannot, it will provide additional instructions including how to open a support case with HP.
- If you have a WXP dashboard, create a support case for assistance. Otherwise, email support@wxp.hp.com.