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HP Customer Support - Knowledge Base

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HP LaserJet Enterprise, HP OfficeJet Enterprise, HP PageWide Enterprise, HP Managed - Use cloud-based HP Online Help to troubleshoot printing

HP LaserJet Enterprise, HP OfficeJet Enterprise, and HP PageWide Enterprise printers have cloud-based Online Help available to troubleshoot printing issues such as paper jams.

HP Online Help users can scan a QR code on the printer control panel using a mobile phone or tablet, or click an error-specific link in the Event Log of the Embedded Web Server (EWS), to automatically retrieve the most relevant and up-to-date information or video to help resolve the issue at the control panel.

Scan a QR code on the printer control panel to retrieve troubleshooting information

Scan a QR code on the printer control panel to retrieve troubleshooting information
Note:

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

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

Before you begin

Before you use HP Online Help, review the following information.

Note:

To use HP Online Help with a smartphone or tablet, the HP Enterprise printer must be running FutureSmart firmware version 3.4 or later. The feature must also be enabled in the Embedded Web Server (EWS), on the Troubleshooting tab.

  • Make sure you have a mobile QR code scanning app on the smartphone or tablet

  • Make sure you have the printer's IP address or host name (IT and Help Desk)

  • Make sure you have the Administrator password credentials for the Embedded Web Server (IT and Help Desk)

Use HP Online Help from the printer control panel with a smartphone or tablet

Follow these steps to scan the QR code on the printer control panel with a smartphone or tablet.

Note:

The steps vary according to the type of control panel.

FutureSmart 3 control panels

FutureSmart 3 control panels

FutureSmart 4 control panels

FutureSmart 4 control panels

Find your printer control-panel type in the options below, and then follow the steps provided.

Use HP Online Help from the Embedded Web Server (IT and Help Desks)

IT or Help Desk workers can click an error-specific link from the Event Log in the printer's Embedded Web Server to return the most relevant and up-to-date help information to troubleshoot the error.

  1. Open the Embedded Web Server:

    1. On your computer, open a Web browser, and in the address bar, type the printer's IP address or host name exactly as it displayed on the printer control panel.

      Example of an IP address in the browser address bar

      Example of an IP address in the browser address bar
    2. Press Enter on the computer keyboard.

      The EWS opens.

  2. On the EWS Home page, make sure the Information tab is selected.

  3. In the left navigation pane, click Event Log Page.

  4. In the Event column, click the error code or relevant solution to open the help content (or video) in the browser.

    Event Log Page in the EWS

    Event Log Page in the EWS
Note:

If content is not available for a specific event, the printer's support home page will display.

On the printer's support home page, use the Error code lookup tool to find troubleshooting information for a specific error code, or select a topic in the drop-down list to find additional troubleshooting content.


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