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HP LaserJet Enterprise, HP PageWide Enterprise - Set up and configure HP Online Help

Use the information in this document to set up and configure cloud-based HP Online Help.

HP Enterprise printer models have cloud-based HP Online Help available to troubleshoot printing issues such as paper jams. HP Online Help users can scan a QR code on the printer display using a mobile phone or tablet, or click an error-specific link in the Event Log of the Embedded Web Server, to automatically retrieve the most relevant and up-to-date information or video to help resolve the issue at the control panel.

QR code used to access HP Online Help

QR code used to access HP Online Help

The printer sends data to the HP Solution Finding Web Service to identify the most relevant, up-to-date information or video available and then the HP Solution Finding Web Service returns the solution to the smartphone or tablet user.

Note:

The Online Help feature provides QR codes and web links to solution pages in order to solve printer issues. To connect to the correct page, the printer will send to HP information including event details, model number, and serial number.

For more information about HP's privacy practices, please refer to the following website: http://www.hp.com/go/privacy.

Before this feature can be used with a smartphone or tablet at the printer, the printer must be running FutureSmart firmware version 3.4 or later, and the feature must be enabled by an administrator in the printer's Embedded Web Server (EWS).

Note:

Newer printer models, such as the HP LaserJet Enterprise MFP M630, do not need to update the firmware and can enable the Online Help feature by using the Initial Setup Wizard that appears on the printer's control panel after power on.

Video

In addition to the instructions provided in this document, you can view the following video of how to configure the cloud-based HP Online Help feature.

Before you begin

Certain information is needed to complete the steps in this document.

  • Make sure you have the printer's IP address or host name

    Note:

    To obtain the printer's IP address, navigate to the network settings menu on the printer control panel, or print a Configuration Page.

  • Make sure you have Administrator password credentials for the Embedded Web Server (EWS)

Step one: Update the firmware to FutureSmart version 3.4 or later

For instructions on how to update the firmware, refer to the following document:

HP LaserJet Enterprise, HP PageWide Enterprise, HP Managed - Update the printer firmware

Step two: Enable HP Online Help in the Embedded Web Server (EWS)

Use the Embedded Web Server (EWS) to enable HP Online Help and choose the help features that you want.

Note:

HP Web Jetadmin can also be used to configure Online Help for a fleet of devices. To use this method, contact HP support for information about how to access the required "xtp" script.

  1. Open a Web browser and, in the address field, type the printer's IP address or host name exactly as it displays on the printer control panel or configuration page, and then press Enter on the keyboard.

    Example of an IP address in a browser address field

    IP address in browser address field
    Note:

    You need to login using administrator credentials in order to access and configure settings.

    Note:

    If the web browser displays a message indicating that accessing the website might not be safe, select the option to continue to the website. Accessing this website will not harm the computer.

    The Embedded Web Server (EWS) Home page displays.

  2. On the EWS Home page, click the Troubleshooting tab on the top navigation bar.

  3. In the left navigation pane, click Online Help.

  4. Select the check boxes for the Online Help feature(s) that you want to enable and then click Apply in the bottom right corner of the page.

    • Enable Online Help

      Note:

      This item in not available in all EWS versions. If this item is not listed, the Online Help feature is already enabled by default.

    • Show QR code in control panel event details

    • Show links in the EWS Event Log

    • Restrict Online Help to Administrator

      Note:

      This option is not available in all EWS versions. If this option is available, selecting it does not restrict access to the EWS Event Log, but will restrict the QR codes and Event Log links so they are available only to users who are signed in as an administrator. To permit access to QR codes and Event Log links for all users, do not select this option.

    • Restrict links to administrator

      Note:

      This option is available only in EWS versions that have Online Help enabled by default. If this option is available, selecting it does not restrict access to the EWS Event Log, but will restrict Event Log links so they are available only to users who are signed in as an administrator. To permit access to Event Log links for all users, do not select this option.

Printers that support HP Online Help

HP Online Help is available on the following printers:

  • HP LaserJet Enterprise printers

  • HP OfficeJet Enterprise printers

  • HP PageWide Enterprise printers

Some printer models might require a firmware update to use the Online Help feature, depending on their release date. Please refer to the following guidelines:

  • For printers that released before Fall 2014: The firmware must be updated to FutureSmart version 3.4 or later in order to use the Online Help feature.

  • For printers that released after Fall 2014: The firmware version already supports HP Online Help and the feature is enabled by default.

HP recommends upgrading to the most current firmware version available for your printer.


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