Introduction
The Remote Connect feature in the HP Workforce Experience Platform (WXP) enables IT teams to remotely diagnose, fix, and recover multi-vendor PCs. The availability of Remote Connect is based on the customer’s WXP plan:
WXP Pro and WXP Elite: Remote Connect feature is automatically enabled as part of the plan.
WXP Starter and WXP Standard: Remote Connect can be purchased as an add-on license.
For all plans, Remote Connect includes both In-band and Out-of-band options for remotely supporting an end-user PC.
Prerequisites
Users must have one of the following roles to access Remote Connect: Partner Administrator, Service Specialist, IT Admin, Helpdesk, and Helpdesk Lite.
The system and network requirements must be met for:
Usage
Partner account users and direct account users can use the tool if they have one of the following roles:
Direct Account:
IT Admin: Can use the tool and manage account settings.
Helpdesk: Can use the tool and view account settings.
Helpdesk Lite: Can use the tool only.
Partner Account:
Partner Administrator: Can use the tool and manage account settings.
Service Specialist: Can use the tool and view account settings.
Setting Up Remote Connect and Managing Users in WXP
Step 1: Setup and License assignment for WXP Starter and WXP Standard Plans
Once the product is purchased, an email is sent from HP with license details. This is only applicable for WXP Starter and WXP Standard plans. For WXP Pro and WXP Elite plans, this feature is enabled by default.
Follow the instructions in the email.
Note:
A new customer must first create a WXP account.
An existing customer can directly log in to their WXP account and use the license key to credit their account with the licenses.
To add licenses:
Log in to WXP. The Home page is displayed.
From the left menu of WXP, click Account > Licenses tab. The existing details are displayed.
Click Add Licenses to assign licenses.
Enter the license key you received by email.
Click Validate.
A new section is displayed to show license totals and assigned entitlements.
Step 2: Configuring Out-of-Band Preferences
Once licenses are active, configure the appropriate account preferences. These settings determine how the account behaves during remote support scenarios.
To configure preferences:
From the left menu of WXP, click Settings > Preferences. The Preferences options are displayed.
In the Preferences tab, scroll to the Out‑of‑Band Remote Connect section.
Configure the following:
Screen capture: Enabled (default)
Screen capture - User consent required: Enabled (default)
Auto Assign Licenses:
This feature is enabled by default for WXP Starter and Standard plans.
This feature needs to be enabled manually for Elite and Pro plans.
For Starter and Standard, eligible devices are automatically enrolled when they have a Remote Connect license. You can also manually assign licenses to devices.
Remote Connect licenses are managed from the Remote Connect license section. Each license enables a device for in-band and out-of-band management capabilities.
If the device does not support Intel vPro, it receives only in-band management capability. If the device supports Intel vPro, it receives both in-band and out-of-band management capabilities.
For Pro and Elite, the difference is that auto-enrollment is turned off by default. You must manually enable auto-enrollment or specifically manage out-of-band devices.
In-band management is automatic. However, out-of-band management requires an additional step in Pro and Elite because of the sensitivity of the feature.
To manually assign licenses (Only needed if auto assignment is disabled):
From the left menu of WXP, click Account > Licenses. The existing details are displayed in the Licenses tab.
On the Licenses tab, click Assign Licenses in the Out-of-Band Remote Connect section. WXP will automatically detect Intel vPRO‑capable devices.
Both vPRO and non‑vPRO devices may show right now, while detection-logic matures.
Using the checkbox, select all applicable devices.
Click Assign License to push entitlements.
Step 3: Adding and Managing Admin Users and their Roles
Once the preferences are configured, add Admin users and assign them appropriate roles.
To add a new Admin user:
From the left menu of WXP, click Account > Admins. The existing admins are displayed, along with their roles and invite status.
In the Admins tab, click Invite Admin. An Add Admins dialog box is displayed with two options:
Add Manually
Upload CSV
Select a suitable option, assign appropriate roles, and click Finish.
Click here for additional information for inviting and re-inviting Admin users.
Accessing HP Remote Connect in WXP
You can start a Remote Connect session from either location of WXP:
Devices list page: Select the ellipsis menu with three-dot icon for the selected PC and click Remote Connect.
Device details page: Select Remote Connect for the PC.
To connect to the end-user PC, refer to the article - Remote Connect: User Guide.
Contact Us
For any assistance, create a support case or email support@wxp.hp.com.