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.
The dashboard for HP Premium or Premium+ Support is an optional yet powerful tool designed for IT administrators and partners managing large fleets PCs. It provides centralized visibility into PC health and predictive alerts. While the service can function without the dashboard, it offers greater control and helps streamline support operations at scale.
This article provides help with navigating the dashboard, monitoring alerts, and creating repair cases.
Note: The HP Premium or Premium+ Support Dashboard is available only for organizations that have specifically requested it. If you would like one, please file a request.
Accessing the Dashboard
The dashboard enables IT Admins to centrally manage predictive alerts and repair cases.
- Log in to Workforce Experience Platform.
Creating Additional IT Admin User
Creating a second IT Admin is highly recommended for backup and continuity. To add another IT Admin:
- From the left menu of the Workforce Experience platform, click Accounts > Users.
- Click Invite and complete the form including selecting IT Admin for the role.
- After the user is successfully invited, they will receive an email titled "Welcome to Workforce Experience platform" with instructions to accept the invitation.
- The new user will have the same access as other IT Admins.
Viewing Alerts
This section below offer a summary of alerts and how to use them. For more details, open this article.
- From the left menu, select Hardware Support. It provides a list of all alerts recorded for PCs with HP Premium or Premium+ Support.
- Each row displays details including:
- The unique ID for the alert.
- Type and Subtype such as HDD predictive failure, Fan - Critical, or Battery Needs Attention.
- Case ID: The ID number of the HP Customer Support case if one was submitted using your WXP dashboard or directly from an enrolled PC.
- To view the details of an alert, click on any ID. This opens a panel that displays detailed information, including:
- Description of the alert.
- PC and user.
- Occurrence history and problem code.
- Assignment and warranty status.
Self-Service Alerts
The Self-Service Alerts feature allows the predictive detection alerts of HP Premium and Premium+ Support to be sent directly to the end PC as a pop-up notice to the user of that PC. This setting is enabled by default. Users will see a pop-up window that announces the pending component failure and gives them an option to snooze or view more details. If the user chooses to view the alert, they will be prompted to add their location, phone, and email address which will be sent to HP customer service or to an HP service delivery partner who will contact the user to schedule repair.
If the customer wishes to manage these alerts centrally and does not want the end user to be notified, the IT Admin can open the Settings > End User Notifications page and disable Self-Service Alerts. If the customer has an assigned partner, the partner administrator can also make this change. Once disabled, the predictive detection alerts of HP Premium or Premium+ Support are kept centrally and will only become repair cases when the IT Admin, or their Partner Admin if one is assigned, opens the alert detail page and clicks the Create Case button.
Creating a Repair Case
Warranty repair for PCs with HP Premium or Premium+ Support can be initiated from the dashboard.
There are two types of cases:
- Proactive
Repair cases can be created from predictive alerts including HDD (or SDD), Battery needs attention, or Fan - Critical. These alerts do not need additional diagnostics. If you have an alert with one of these subtypes, click its ID. In the upper right corner of the details page, click Create Case, and complete the form.-
Note: If the Create Case button is grayed out, the alert was sent to the user of the PC who has not yet responded (or a case was submitted by another IT Admin in your dashboard). If you do not want alerts sent to end users and wish to manage them centrally using your dashboard, open the Settings page in the lower left of your screen, the End User Notification tab, and ensure that Self-Service Alerts is disabled.
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If you are being helped by an HP service delivery partner, they will schedule the repair. Otherwise, a case will be created in HP's customer support system and you will hear from an agent to schedule the repair.
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- Reactive
Repair acses can be created in the dashboard by an IT Admin for any other hardware issue. These will need additional diagnostics. To create a reactive case, click on Create Case in the top of the Hardware Support page, select the device needing repair, and complete the form.- If you are being helped by an HP service delivery partner, they will schedule the diagnostics and repair. Otherwise, a case will be created in HP's customer support system and you will hear from an agent to schedule the diagnostics and repair.
Managing PCs
Before you get a WXP dashboard, your PCs with HP Premium and Premium+ Support can enroll and receive predictive detection alerts sent directly to the PC where the person using it can submit repair cases. However, these PCs will not be visible to you in your dashboard until they are re-enrolled to it.
The Devices > PCs page will display a list of PCs enrolled to your dashboard. To configure which columns to see, click the setting icon in the top right of the list and add what you need or remove what you do not need.
If you do not see your PCs, and you are certain that their Care Packs are registered, you may re-enroll them so they appear in your dashboard. Follow these instructions to enroll PCs using the dashboard's cPIN or emroll PCs at scale.
Note: You will see an Add option on this page which allows you to add a device as a non-telemetry asset. This type of device cannot have the HP Premium or Premium+ Support plan. Adding a PC with HP Premium or Premium+ Support must start by registering its Care Pack.