| HP Instant Support Professional Edition Transcript Welcome to HP’s Instant Support Professional Edition online guide. This convenient and easy-to-use service enables you to perform a comprehensive diagnostic on your HP system -- and also provides the option of an active chat session with an HP technical expert.
It’s all designed to save you time and improve your productivity. And it’s a lot more efficient than waiting on hold for traditional technical assistance.
Lets get started by using Windows Internet Explorer go to www.hp.com/go/ispe.
Now, you’ll see two options: Online diagnostic tools and Active Chat. We’ll explore online diagnostic tools first. (Visually: Click on “Launch an Online Diagnostic Session.”)
Next, you will be asked a series of simple questions. Answer these questions then hit the next button.
HP Instant Support Professional Edition can perform a system health scan online. Simply click on “Run System Health Scan.”
You might need to install the ActiveX Control to run this diagnostic. Go ahead and install this program; it will be uninstalled automatically when the diagnostic is complete. (Visual: show where the message pops up)
The System Health Scan will analyze your system – including the system drivers – to check its overall health status. The scan can identify problems that may affect your system, check to see if you have the latest drivers installed, and provide recommendations for resolving potential issues.
When the scan is complete you will see the device detected, including the name, model, product number and serial number. You might even want to perform this scan regularly to detect issues before they affect your system.
From here, you might want to conduct a more thorough diagnostic of your system. To test individual hardware components, click on “Hardware Diagnostics.”
If you have multiple components, you will see those diagnostics listed several times. Choose the components you would like to have scanned for problems and click “Run Selected Diagnostic.”
Some diagnostics may require interaction, while others will complete automatically. From here you are almost done.
When the test is complete, you will see a report on each component analyzed and the criticality if there is a problem. If no problems are indicated but you would like to run a more in-depth diagnostic, go to “Advanced Diagnostics.” This deep scan is useful to detect the underlying issues when the computer is experiencing intermittent failure. The advanced diagnostic scan can take several hours, and you may not be able to use the computer while it’s being run.
In addition to running diagnostics on your HP business PCs and mobile devices, you may also run diagnostics on printers. Here's an example of the results you may see.
(visually show the screens with problems)
If you need further assistance in solving a problem, click on the “Launch an Active Chat session” link.
Active Chat connects you to HP’s support experts through an “Instant-messaging” like interface. Active Chat provides an efficient way to get expert help in real-time if the online diagnostic tool does not answer your questions.
You’ll be asked to fill out some basic information and then describe the problem you are having.
Active Chat will scan your system, collect the technical specifications and send the information to an HP support specialist.
You May view the information collected on your machine before it is transmitted.
You should receive a response to your support request within a few minutes. This is much more convenient than being on hold waiting for a phone support agent and allows you to multitask while waiting for support.
A support case ID number will be supplied to you and your real-time online conversation will begin shortly. Charges may apply if your product is out of warranty.
That’s it. A diagnostic tool at your fingertips, complete with the added convenience of online, real-time technical assistance. Its fast, it’s easy and it’s effective.
With Instant Support Professional Edition, you’ll be able to quickly resolve technical issues so you can get back to business.
Try HP’s Instant Support Professional Edition now at www.hp.com/go/ispe.
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