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104 9 - Managing the administrator functions ENWW
HP Instant Support
HP Instant Support is a suite of Web-based troubleshooting tools for desktop computing and
printing products. With HP Instant Support, you can get more from HP—more reliability, more
service and support, and more local expertise. HP Instant Support helps you save time and
money by quickly identifying, diagnosing, and resolving computing and printing problems.
HP Instant Support provides the following information about your all-in-one:
z Easy access to troubleshooting tips
To help you quickly resolve all-in-one problems, or keep them from happening, HP Instant
Support provides tips that are customized for your all-in-one.
z Resolution of specific all-in-one errors
HP Instant Support provides immediate access to information that can help you resolve
error messages specific to your all-in-one. To see a description of the problem, as well as
recommendations for solving or preventing the problem, click the link within the message.
To see a list of past all-in-one errors, click Alerts on the left side of the HP Instant Support
page.
z Notification of printer driver and firmware updates
When a firmware or driver update for your all-in-one is available on the HP website, a
message appears on the HP Instant Support homepage. Click the link within the message
to go directly to the download section of the HP website.
z Obtaining support services
HP offers a variety of support services that can help you maintain your all-in-one.
HP Instant Support creates a list of the support services that are available for your
all-in-one. To learn more about these services or to purchase a service, click the
appropriate link.
z Managing ink and media usage (myPrintMileage)
The myPrintMileage feature helps you manage your printing activities and MFP supplies.
This tool tracks your MFP usage information to help you plan the purchase of supplies.
z Self diagnostic testing for your all-in-one
You can run a diagnostic test of your all-in-one by selecting Printer on the Self Help
menu on the Instant Support page. After you initiate the diagnostics for printers, Instant
Support checks the computer, and a list of configured devices appears. When you select
the device that you want to diagnose, HP Instant Support performs the following tasks:
• Makes sure that you have the latest printer driver available
• Checks the connection between the computer and the all-in-one
• Reports the printer status and provides access to detailed printer-diagnostic
information
• Makes sure that you have the latest available Jetdirect firmware
If any errors are detected during this process, you are given the option to perform updates
to the printer drivers or Jetdriver firmware, or to perform detailed diagnostic tests on the
all-in-one. If the problems continue, you can choose to submit a support ticket with HP by
selecting Active Chat. Details that are collected during the Instant Support diagnostic
tests are sent to the HP support specialist.
z HP expert help online (Active Chat)
Use the Active Chat feature to get personalized help from an HP support expert over the
Web at any time, day or night. Simply submit a question or a description of your problem.
Your recent history, system configuration, and any actions that you have attempted are
automatically forwarded to HP (upon your approval) so that you will not need to describe
the problem again. An HP support expert will respond online to solve your problem
through a real-time Web chat.