HP Designjet 4000 Printer Series - HP Instant Support and Active Chat

Get instant support for your printers by using a component of the HP Instant Support Professional Edition suite of troubleshooting tools (a diagnostic service that links users to personalized customer support for HP imaging and printing devices). Many HP devices have embedded Web servers (EWS) in their architecture, to enable e-services like message notification, remote diagnostics, software/firmware upgrades, and e-commerce.

The HP instant support for your printer web site collects data from the user's printing or imaging device (data that specifically describes the current status of the machine). The site instantly interprets the data and guides you through recommended next steps with concise, easy-to-follow text and visual aids. This site supports all HP Web-enabled LaserJet, Business Inkjet and Designjet printers.

The benefit of this technology is that problems are resolved at the first possible moment. The process may begin with an e-mail notification, alerting you to a problem with a printer. You can then browse to the embedded web server (EWS) on your printing device and select a direct link to HP Instant Support. Device data is then gathered and securely transmitted to hp.com in XML format via a secure http(s) connection. You are able to continue or cancel the data transfer, based on your sensitivity or security needs. If you choose to continue the data transfer process, the site communicates directly with the browser, not with the imaging or printing device. The HP Instant Support site parses the data, interpreting your printer's current status. A customized reply is served up to the desktop from the external site and you are guided through recommended next steps with concise, easy-to-follow text and visual aids.

The response screen is easy to understand. A customized welcome message is presented identifying your specific device and its status. The homepage has feedback relevant to the status of the device, as well as recommended next steps and helpful visual aids. HP Instant Support for your Printers provides a single point of contact at HP for troubleshooting and for purchasing additional services, supplies and equipment.

To be able to use HP Instant Support:

• • You must have a TCP/IP connection to your printer because HP Instant Support is accessible only through the Embedded Web Server.
• You must have access to the Internet (World Wide Web) because HP Instant Support is a Web–based service.
• The list below is representative, but not exhaustive, of the type of information the "HP Instant Support" tool will collect:
  • Product name
  • Printer model number
  • Serial number
  • Firmware version
  • Number of pages printed
  • IP address of printer
  • Printer usage data
  • Event log (containing a list of printer errors)
  • Last prints accounting information

To start an HP Instant Support session, follow the steps below.

1. click on the HP Instant support link in the EWS (Embedded Web Server).
   Figure : EWS
   
2. In order to proceed, accept the Privacy Statement by selecting I agree and clicking on the Accept button.
   When accepting the Privacy Statement, an xml file containing the status of the printer is sent to an HP Web site. The xml file may be reviewed by scrolling down the Privacy Statement and clicking on the More information link.

   Figure : Privacy Statement

   
   Example of an xml file that would be sent to HP:

   Figure : Example xml file

   
3. After clicking on the Accept button, the following screen will then be displayed.
   Figure : Loading page screen
   
4. Click Yes on the Security Alert pop-up window to continue.
   Figure : Security alert
   

Once the privacy statement is accepted, you will have access to the instant support web page for the printer. Instant support allows to quickly identify, diagnose and resolve printing problems from the convenience of your desk, as quickly as possible.

This web page will display the overall condition of the printer. Click on the self-help link to begin diagnosis of the printer.