Introduction

HP Premium and Premium Plus Support, formerly Active Care, are telemetry-based services powered by the HP Workforce Experience Platform (WXP). The Unassigned Devices page gives partners a temporary location to view PCs that are not yet associated with a customer. 

The preferred method is for customers to enroll their own PCs by using a company PIN (cPIN). However, partners can transfer PCs between customer dashboards or from the partner’s Unassigned Devices page to a customer dashboard.

This article provides step-by-step instructions for transferring PCs.

Notes:

• Before transferring a PC, confirm that the customer has physical possession of it. Customer administrators can configure WXP Insights to collect the last signed-in user and the PC’s location. Transferring a PC to the wrong customer will expose this information.

• The Unassigned Devices page is available only when All Customers is selected from the Customers dropdown. It is not available when an individual customer is selected.

• Each transfer can include PCs from only one customer or from Unassigned Devices. If the PCs are in different customer dashboards, complete a separate transfer from each dashboard.

Prerequisites

Before you transfer PCs, ensure that:

• You have the Partner Administrator role.

• You have access to the required source and destination customers.

• The PCs are visible in your partner account. They must appear under the current customer or in Unassigned Devices.

Transferring PCs from Unassigned Devices

From the Unassigned Devices page, you can either select PCs manually or upload a CSV file to transfer multiple PCs.

Note: After a transfer starts, you cannot cancel it. If you transfer a PC to the wrong customer, wait for the transfer to finish, and then transfer the PC to the correct customer.

Transfer Selected PCs

Note: You can transfer a maximum of 10 PCs at a time. To transfer PCs in bulk, use the CSV file method.

1. Log in to the WXP partner account using your Partner Administrator credentials. The Home page is displayed.

2. From the Customers dropdown, select All Customers.

3. In the left menu, click Unassigned Devices. A list of unassigned device is displayed.

   • Clear any applied filters to view the complete list.

4. On the Unassigned Devices page, click Select devices from the Transfer devices dropdown.

   

5. Select the checkboxes for the PCs that you want to transfer. The Transfer devices panel opens on the right side of the page.

   

6. In the Transfer devices panel, select the destination customer from the Select customer dropdown.

   • Using the search box, you can also search for the customer’s name.

7. Click Transfer. The transfer process starts and a popup message is displayed: Device transfer is in progress. View the details in the Notification Center.

   

Transferring PCs by Using a CSV File

Note: You can transfer a maximum of 10,000 PCs in one CSV file. All PCs in the file must be transferred to the same customer. To transfer PCs to different customers, create and upload a separate CSV file for each customer.

1. Log in to the WXP partner account using your Partner Administrator credentials. The Home page is displayed.

2. From the Customers dropdown, select the destination customer.

3. In the left menu, click Account. The account details page is displayed.

   

4. On the Overview tab, copy the Customer ID.

   

5. From the Customers dropdown, select All Customers.

6. In the left menu, click Unassigned Devices.

7. From the Transfer devices dropdown, select Bulk transfer.

   

8. (Optional) In the Transfer devices dialog box, click Download to get the latest sample file format.

   1. In column A of the file, add the serial numbers. Export or copy the serial numbers of the PCs that you want to transfer.

      1. 

   2. Enter the same Customer ID in all rows and then save the file in CSV format.

9. Click CSV file upload, and then select the completed CSV file.

10. Click Transfer. The transfer starts and the following popup message appears: Device transfer is in progress. View the details in the Notification Center.

Transferring PCs Between Customers

From a customer dashboard, you can return selected PCs to Unassigned Devices or transfer them to another customer dashboard.

1. Log in to the WXP partner account using your Partner Administrator credentials. The Home page is displayed.

2. From the Customers dropdown, select the customer that currently contains the PCs.

3. In the left menu, click Devices > PCs.

   • (Optional) Clear any applied filters to view the complete list of PCs.

   

4. Select the checkboxes for the PCs that you want to transfer.

5. From the Transfer dropdown, click Selected device(s) or Bulk transfer.

   

6. In the Transfer device(s) dialog box, select one of the following options:

   1. Move device(s) into Unassigned Devices pool: Returns the selected PCs to the partner's Unassigned Devices page.

   2. Transfer device(s) to another customer: Transfers the selected PCs to another customer dashboard. Select the destination customer from the Select customer dropdown.

7. Click Transfer. The transfer starts, and the following message appears: Device transfer is in progress. View the details in the Notification Center.

Viewing the Transfer Status

1. When the transfer is complete, a red mark appears on the bell icon (Notification Center) in the upper-right corner of the page.

2. Download the Summary from the Notification Center. If the State Description is “Asset successfully created,” the transfer is successful. If there are any other errors, take appropriate corrective action or contact the WXP support team.

Note: When you transfer a PC, WXP resets the PC’s information and automatically deletes all previously collected data.

Troubleshooting

1. If a transfer does not complete:

   • Confirm that the PCs are visible in the partner account.

   • Confirm that your partner account has access to the destination customer.

   • If you transfer PCs to another customer, ensure that you select a destination customer.

2. For a CSV transfer, review the downloaded transfer summary and correct the reported errors.

3. If you do not see Unassigned Devices, select All Customers from the Customers dropdown. If Unassigned Devices still does not appear, your partner account setup might be incomplete because none of your partner users have completed the required HP Premium or Premium Plus training course. Contact your HP Business Development Manager or Partner Service Delivery Manager for assistance.

Note: If you see a PC that you do not recognize in Unassigned Devices, do not transfer it. Contact your HP representative for assistance.

Contact Support

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