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    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

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HP LaserJet Enterprise, HP PageWide Enterprise, HP OfficeJet Enterprise MFP - Use the HP Remote Control-Panel to Manage or Troubleshoot Printers

Learn how to use the HP Remote Control-Panel feature in the EWS.

Introduction

HP Enterprise printers have a Web-based solution to help remotely troubleshoot printing issues, such as paper jams. Users, IT departments, or help desk agents can use the Remote Control-Panel provided in the printer’s Embedded Web Server (EWS).
This feature is available for HP Enterprise printers running FutureSmart firmware version 3.4 or later. To troubleshoot or manage the printer from a browser window on a desktop or laptop, log in to the EWS using an administrator password, and then launch the Remote Control-Panel. Use the Remote Control-Panel to perform the following tasks:
  • Resolve printer errors or manage the printer remotely when there is no user at the control panel
  • Remotely guide a user at the control panel in resolving an issue or show them how to use specific features

Video overview

Click the link to view the video.

Before you begin

Review the following items before using the HP Remote Control-Panel.
  • Make sure you have the printer’s IP address or host name.
    • FutureSmart 3: From the Home screen on the printer control panel, touch the Network icon to display the IP address or host name.
    • FutureSmart 4: From the Home screen on the printer control panel, touch the Information icon , and then touch the Ethernet icon to display the IP address or host name.
      note:
      This feature must be manually enabled for printers with FutureSmart 4. Navigate to the Security tab, and then select Access Control. Scroll down to the EWS area, and then select the Remote Control-Panel check box under Device User. Once enabled, Remote Control-Panel will be available on the Information tab.
  • Make sure you have a supported printer running FutureSmart firmware version 3.4 or later.
  • Make sure you have Administrator password credentials for the Embedded Web Server (EWS).
    note:
    The Remote Control-Panel button on the Information tab will not be available until after an Administrator password is set in the EWS and the user is logged in using the administrator credentials. To set a password, if needed, click the Security tab, type credentials in the Set the Local Administrator Password box, scroll to the bottom of the page, and then click Apply. This provides security to prevent malicious use of the Remote Control-Panel.
  • Make sure JavaScript is enabled in your web browser in order to use the Remote Control-Panel.

Use the Remote Control-Panel

The Remote Control-Panel allows you to access the printer's control-panel interface from the EWS.
  1. In the EWS, click the Information tab on the top navigation pane.
  2. In the left navigation pane, click Remote Control-Panel.
  3. Choose the type of Remote Control-Panel to launch:
    • Click Launch Remote Control-Panel to launch a remote control panel where the active control panel session is still visible at the printer. In this case, the password will not be visible, however, key presses will be visible at the printer.
    • Click Launch Private Remote Control-Panel to launch a remote control panel where the remote session is hidden on the printer's display. The person at the printer will only see a black screen with a message that the device is being controlled by an administrator.
  4. Gain remote access to the control panel:
    • To manage the printer remotely when there is no user at the control panel, you should be able to gain remote access immediately.
    • To manage the printer when an unknown user is at the control panel, wait for the printer’s activity timer to time out (when no longer in use).
      note:
      When the Requesting access prompt displays on the control panel, the user can deny access to the remote user. This prevents a remote administrator from interrupting a local user’s work inadvertently. If this happens, wait until the control panel is no longer in use.
    • To help a known user at the control panel, ask the user to grant access by selecting Allow in the dialog prompt that displays on the printer’s control panel.
      note:
      The user will also be able to interact with the control panel at the same time but will require confirmation from the administrator to return to the Home screen and will not be able to see administrator passwords entered during the session.
    Figure : Remote Control-Panel in the EWS (FutureSmart 3 / FutureSmart 4)
    note:
    The green frame at the control panel (as shown in the images above) indicates that the printer is being remotely controlled.
  5. From the Remote Control-Panel window (EWS), select any of the options normally available to the user interacting directly with the control panel. If a user is at the control panel, they can follow along during the remote session.
  6. When finished, select End Remote Session, or select Restart Product to reboot the printer.
    note:
    If you do not end the session, the printer will warn the user at the control panel when the remote session has been inactive for 5 minutes, and then automatically disconnect the remote session 1 minute later.

Remote Control-Panel FAQs (FutureSmart 4)

Review the frequently-asked questions about the Remote Control-Panel.
Remote Control-Panel FAQs
Question
Answer
Is the communication between Client and Device encrypted (SSL)?
Yes. When Remote Control Panel is launched from the browser, a new window/tab is created that uses HTTPS to connect to the Embedded Web Server, regardless if the original connection was via HTTP or HTTPS. All communication between the remote control panel application and the device is via HTTPS.
What kind of encryption is used for the communication?
Encryption settings for all device web pages are configured under the Network tab on the Secure Communication page. This is where you can configure HTTPS related security settings.
How does HP ensure that an entered password in the remote panel is not viewable at the control panel?
This depends on which type of remote control panel you launch.
  • Launch Remote Control-Panel: This launches a remote control panel where the active control panel session is still visible at the printer. In this case, the password will not be visible, and is shown as dots, just like if you were at the printer. However, key presses will be visible at the device. It is possible for someone at the device to view active key presses as the password is entered.
    When the device is in use, a prompt is shown at the display when this type of remote control panel session is started. After the user at the device accepts the prompt, green angle brackets are shown in all corners of the display indicating the screen is being shared.
  • Launch Private Remote Control-Panel: This launches a private remote control panel where the printer's control panel is "blacked out." The person at the device cannot see activity from the remote session and will only see a black screen with a message that the device is being controlled by a remote user. No key presses or other images will be visible at the device.
Which feature is used to hide typing passwords for the Remote Control Panel?
HP recommends using a Private Remote Control-Panel session so that key presses are not visible on the local device screen.
Which programming language is used for the Web Application?
The remote control panel application is written in JavaScript. It communicates button clicks and mouse movements from the application running in the browser to the device.
What technology is used for streaming of the contents of the control panel?
The application polls for changes to the full-screen image on the device and receives PNG images to display to the user when the control panel image changes.
What happens with a logged-in Admin if the device loses its network connection?
For a regular remote control panel session: The state of the device will not be affected. The current user will still be logged in.
For a private remote control panel session: The current session will be reset (including logging out the current user) and the local device control panel will show the home screen.
What happens if a private remote session loses the connection? Will the device stay in black-screen-mode?
No. The current user will be logged out and the device control panel will be reset to the home screen.

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