Error:

Javascript is disabled in this browser. This page requires Javascript. Modify your browser's settings to allow Javascript to execute. See your browser's documentation for specific instructions.

hp-support-head-portlet

Actions

HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions

hp-share-print-widget-portlet

Actions

Information

Apache Log4j Update
Please see this document here for current information regarding the Apache Log4j vulnerability.

Information

Need Windows 11 help?
Check documents and videos on compatibility, FAQs, upgrade information and available fixes. Windows 11 Support Center

Feedback

hp-concentra-wrapper-portlet

Actions

HP Business PCs - HP Wolf Protect and Trace FAQ

This document answers the most commonly asked questions about the HP Wolf Protect and Trace support feature for select HP business notebooks and desktops.

What is HP Wolf Protect and Trace?

You can protect data, track your HP computers, and keep unauthorized users from accessing your files and documents on your network with HP Wolf Protect and Trace.

HP Wolf Protect and Trace is active when the computer is turned on and connected to the internet.

HP Wolf Protect and Trace provides a complete, hardware-enforced find, lock, and erase service through HP TechPulse. HP TechPulse is a telemetry and analytics platform that provides critical data about computers and applications. It is not sold as a standalone service. HP TechPulse follows stringent GDPR privacy regulations, and is ISO27001, ISO27701, ISO27017, and SOC2 Type2 certified for Information Security. To use HP TechPulse, you must have internet access with connection to the HP TechPulse portal. For full system requirements, see http://www.hpdaas.com.

Note:

Service levels and response times for HP Care Packs may vary depending on your location. Service starts on the date that you purchase the hardware. Restrictions and limitations apply. For details, see HP Care Pack Central. HP Services are governed by the applicable HP terms and conditions of service provided, or indicated to the customer at the time of purchase. Customers may have additional statutory rights according to applicable local laws, and such rights are not affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP product.

HP Wolf Protect and Trace includes Threshold Cryptography for security. IT administrators assign multiple IT approvers, who each hold a partial key. All keys are required to lock Windows 10-based HP computers and erase their data. Industry-standard cryptography assigns only one key to one IT administrator, making the system vulnerable if that one key is compromised.

HP Wolf Protect and Trace cannot be removed from the computer without authorization, due to hardware-enforced persistence enabled by HP Sure Run.

Note:

This feature requires HP Sure Run Gen4 and higher, which is available on compatible HP PCs with this service, and requires Windows 10 and later.

What kind of customer support is available for HP Wolf Protect and Trace?

HP provides access to select commercially available electronic and web-based support tools. Tools are both self-help and agent-based (Remote Assistance).

What are the self-help options?

Self-help options include an FAQ document, a virtual agent (or chatbot), knowledge base articles, and Remote Assistance.

You can also see https://support.hp.com for additional support.

What kinds of issues are the self-help options intended for?

Self-help tools offer help for questions or issues with the dashboard or portal, as well as other how-to questions.

HP Agents (Remote Assistance) provide support only for how-to questions. They cannot perform find, lock, or wipe commands on behalf of the ITDM.

How do I add a Lost Device administrator?

Follow this procedure to assign a user to the Lost Device Admin role in HP TechPulse.

From the Users tab on the HP TechPulse dashboard, click Add.
Type the first name, last name, and email for the user you want to add.
From the Role drop-down menu, select Lost Device Admin.
Click Add.

How do I find a device?

To be able to find a device, you must enroll the device in HP TechPulse and have the Location setting enabled in Preferences.

In HP TechPulse, click the Devices tab, and then search for the device name in the list. You can filter the list by serial number or device name.
Click the device serial number to open the Device Details page, and then select the Location tab.

Note:
If you do not have the Location tab available, you have not been assigned to a user role with permission to access the Location tab.

A map displays the approximate address of the device location, as well as the last time the map was updated. The locations are updated every 24 hours.
To update the map manually and request the device's current location, click Refresh.

How do I lock or erase a device?

You can lock or erase a device from HP TechPulse on the Devices tab.

In HP TechPulse, click the Devices tab, and then search for the device name in the list. You can filter the list by serial number or device name.

Note:
To lock or erase the device, the device status must be Available.
Click the device serial number to open the Device Details page.
Click the More drop-down menu, and then select either Lock Device Request or Erase Device Request.
Select the Lock Device Admins who you want to approve your request, type your request message, and then click Save.

Note:
If you select Lock the device after erasing, the device is locked after it is erased.

After two Lost Device Admins approve your request, it is executed.

How do I approve a lock or erase device request?

You can approve a request to lock or erase a device using the HP Wolf Protect and Trace Approver app.

Log in to the HP Wolf Protect and Trace Approver app.
Click the request that you want to approve.
On the Lock and Erase Requests window, click Approve. Verify your identity using either Windows Hello or the PIN that you created during registration.

Note:
If you have forgotten your PIN, click Reset PIN, and then follow the on-screen instructions to reset your PIN.
Click Approve again to complete the approval.

How do I cancel or deny a lock or erase device request?

You can cancel or deny a request to lock or erase a device using the HP Wolf Protect and Trace Approver app.

Log in to the HP Wolf Protect and Trace Approver app.
Click the request that you want to deny.
On the Lock and Erase Requests window, click Deny. Verify your identity using either Windows Hello or the PIN that you created during registration.

Note:
If you have forgotten your PIN, click Reset PIN, and then follow the on-screen instructions to reset your PIN.
To deny or cancel the request, click Deny. Optionally, you can enter a reason for the denial or cancellation.

What does the device status mean?

The Device tab provides details on each device, including status. See the following table for a description of each device status.

Device status and description
Status	Description
Active	Device is enrolled.
Archived	Device has been archived after being inactive for long time.
Available	Device can be locked or erased.
Device Erased	The target device has been erased.
Device Locked	The target device has been locked.
Erase Pending	An erase request has been fully approved, but not yet received by the target device.
Erase Requested	An erase request has been made, but is not fully approved.
Inactive	Device has been unenrolled.
Lock Pending	A lock request has been fully approved, but not yet received by the target device.
Lock Requested	A lock request has been made, but is not fully approved.
Ready	Device serial number has been uploaded by a partner and is ready for Zero Touch Enrollment (ZTE).

Contact HP Remote Assistance for HP Wolf Protect and Trace

You can contact HP Remote Assistance to provide support for how-to questions about HP Wolf Protect and Trace.

What are the hours of operation for customer support for HP Wolf Protect and Trace?

HP Wolf Protect and Trace self-help options are online and available seven days a week, 24 hours a day, 365 days a year. HP Remote Assistance agents are available as follows.

Note:

HP Remote Assistance agents are not available on HP holidays. Except for holidays, HP Remote Assistant agents acknowledge requests within 2 hours.

Hours of operation for HP Remote Assistance agents
Region	Operating hours	Operating days
NA	6 a.m.–6 p.m. MST	Monday–Friday
LAR	7 a.m.–6 p.m. CST	Monday–Friday
EMEA	6 a.m.–6 p.m. CET	Monday–Friday
APJ	6 a.m.–6 p.m. IST	Monday–Friday

How does Remote Assistance work?

When search tools, FAQ documentation, or knowledge base articles cannot resolve your issue with the portal, the Help & Support option is available in the TechPulse dashboard.

Open the TechPulse dashboard, and then click Help & Support.
Click REQUEST to open an email form.
Complete the email form and click SUBMIT.

HP service experts acknowledge the email within two business hours during regular HP local operating hours, excluding HP holidays.

If the issue cannot be resolved by email, an agent might contact you to use a remote sharing tool to access your computer and resolve the issue.

What if HP Remote Assistance cannot resolve the issue?

If HP Remote Assistance cannot resolve your issue, they escalate the issue to the next level of support and give the you the case number for reference.

hp-feedback-input-portlet

Actions

hp-feedback-banner-portlet

Actions

hp-country-locator-portlet

Actions

Country/Region: Flag

Indonesia

hp-detect-load-my-device-portlet

Actions

hp-hero-support-search

Actions

Examples: "DeskJet 2130 paper jam", "EliteBook 1040 G3 bios update"