HP Enterprise - Setup and Configure Cloud-based HP Online Help

HP LaserJet Enterprise printers and HP Officejet 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 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.

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 for product issues. To connect to the correct page, the product will send to HP information including event details, model number, and product 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). See the list below of Printers that support cloud-based HP Online Help.

NOTE:

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

Before you begin

• Make sure you have the printer’s IP address or host name
• Make sure you have Administrator password credentials for the Embedded Web Server (EWS)

Step one: Update the firmware to FutureSmart version 3.4

For instructions on how to update the firmware, go to Update Firmware using a USB flash drive or the Embedded Web Server (EWS).

Step two: Enable the cloud-based HP Online Help in the EWS

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 press Enter.

   NOTE:

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

   Figure : Example of an IP address in a browser window
   
2. If the Web browser displays a security certificate message when attempting to open the EWS, click Continue to this website (not recommended).
3. Click the Troubleshooting tab and in the left pane select Online Help.
   
4. Select the check boxes for the Online Help feature(s) you want to enable and then click Apply.
   • Enable Online Help
   • Show QR code in control panel event details
   • Show links in the EWS Event Log
   

   NOTE:

   The Restrict Online Help to Administrator option does not restrict access to the EWS Event Log but will restrict the QR code and Event Log links so that only users signed in as administrators can see them. To permit all users to have access to links and view solutions from a smartphone or tablet, do not select the Restrict Online Help to Administrator option.

Printer series that support cloud-based HP Online Help

• HP LaserJet Enterprise 500 MFP M525
• HP LaserJet Enterprise 500 color Printer M551
• HP Color LaserJet Enterprise M552
• HP Color LaserJet Enterprise M553
• HP LaserJet Enterprise 500 color MFP M575
• HP LaserJet Enterprise 600 Printer M601
• HP LaserJet Enterprise 600 Printer M602
• HP LaserJet Enterprise 600 Printer M603
• HP LaserJet Enterprise M604
• HP LaserJet Enterprise M605
• HP LaserJet Enterprise M606
• HP LaserJet Enterprise MFP M630
• HP Color LaserJet Enterprise M651
• HP Color LaserJet Enterprise MFP M680
• HP LaserJet Enterprise 700 Printer M712
• HP LaserJet Enterprise MFP M725
• HP Color LaserJet Enterprise M750 Printer
• HP LaserJet Enterprise 700 color MFP M775
• HP LaserJet Enterprise M806 Printer
• HP LaserJet Enterprise flow M830 Multifunction Printer
• HP Color LaserJet Enterprise M855 Printer
• HP Color LaserJet Enterprise flow M880 Multifunction Printer
• HP LaserJet Enterprise M4555 MFP
• HP Color LaserJet Enterprise CM4540 MFP
• HP Color LaserJet Enterprise CP5525 Printer
• HP Officejet Enterprise Color X555
• HP Officejet Enterprise Color MFP X585

https://support.hp.com/