HP Support Center User Guide

HP Support Center
User Guide
Document Release Date: July 2015
Software Release Date: July 2015

Legal Notices
Warranty
The only warranties for HP products and services are set forth in the express warranty statements accompanying such
products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be
liable for technical or editorial errors or omissions contained herein.
The information contained herein is subject to change without notice.
Restricted rights legend

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Commercial Items are licensed to the U.S. Government under vendor's standard commercial license.
Copyright Notice
© Copyright 2015 Hewlett-Packard Development Company, L.P.
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HP Support Center: User Guide Page 2 of 65

Contents
Welcome to HP Support Center 5
Create an HP Passport account 6
Sign in 7
Product Support 8
Find your product 10
Product-specific content 12
Search 13
Advanced search 15
Filters 18
Security bulletin archive 18
Save a search 19
Partial match 19
NonStop search 20
Search by document ID 20
Find drivers and other software 20
Find product top issues 23
Find advisories, bulletins and notices 24
Find most viewed solutions 25
Find product manuals 27
Use task-based information 29
Support Case Manager 30
Submit a new support case 31
Check the status of an existing case 34
Create a case report that lists all cases 35
View your recent cases 36
Update a case 36
Add comments 36
Add attachments 36
Close a case 36
Edit SCM settings 36
Warranty check 37
Access requirements 39
Location of serial number and product number 39
Warranty information is not found, or error returned 39
How to extend or upgrade warranties 39

Patch management 40
My patch privileges 40
Find a patch if you know its ID 42
Patches for any system 42
Find Patches by Product 45
Patch Bundles 46
Add a bundle to a patch list 46
Selected patch list 46
Download Patches 48
File fingerprints 49
Corrupt download archives 50
Patches for my uploaded HP-UX system 50
Other patches available 51
More information: HP-UX, OpenVMS, Tru64, MPE/iX 51
Customer Self Repair 51
Check eligibility 52
Determine the self-replacement option type 52
Order parts 53
Status & assistance 53
Instructions and videos 54
Settings 56
My HP Support Center Access 56
The language and country selector 58
Get help from HP 60
Support and other resources 62

Contact HP 62
HP Authorized Channel Partners 62
Documentation feedback 62
Related information 62
Glossary 63
Index 65

Welcome to HP Support Center
This is the help for HP Support Center. HP Support Center provides support information and features for most HP
commercial and enterprise products.
Select any entry in the Contents tab to learn how you can use the features of HP Support Center such as searching the
site, finding product documentation, downloading drivers and other software, and getting help from HP.
Most images are thumbnails. Hover over a thumbnail and click to view it. Click again to reduce it to a thumbnail.

Create an HP Passport account
Although you do not need an HP Passport account to access most support information on HP Support Center, creating
an account and signing in to the site provides several benefits, such as:
l Access to additional features including Insight Online, patch, software updates and licensing.
l A saved product list allowing you to easily return to pages for your products.
l The ability to save product serial numbers to your profile so that you can easily review your warranty status. If the
product is under warranty, you can log a case or get other help.
l The ability to link Support Agreements, HP Care Packs and warranties to your account and get the privileges they
may provide, such as additional support content or support options.
To create an account, click Register at the top right or Register for HP Passport on the right side of the Product
Support screen, and fill in the required fields.

Sign in
To use the various feature services of HP Support Center, sign in using your HP Passport ID:
If you do not have an account, you can create one. Click 'Register' and fill in the required fields:

Product Support
The Product Support area provides the following features for most HP commercial and enterprise products. You can
access these features from the main page or from the main menu:

Product Support
l "Find your product" on the next page

l "Search" on page 13
l "Find drivers and other software" on page 20
l "Find product top issues" on page 23
l "Find advisories, bulletins and notices" on page 24
l "Find most viewed solutions" on page 25
l "Find product manuals" on page 27
l "Support Case Manager" on page 30
l "Warranty check" on page 37
l "Patch management" on page 40
l Diagnostic passwords
l "Customer Self Repair" on page 51
Links to many of the features are in the sub menus:

Product Support
l Drivers & software

l "Patch management" on page 40
Download options
l Software updates & licensing
l Top issues
l Most viewed solutions
Top issues & solutions
l Troubleshoot a problem
l Advisories, bulletins & notices
l Customer Self Repair

l Warranty check
Repair & warranty
l Manage my contracts & warranties
l View my contracts & warranties
l Submit or manage support cases

"Get help from HP" on page 60 l Chat with HP
l All HP contact options
l HP Software Support Online (IT Management Software)

Other support options l HP Customer Care (Home & Home Office products)
l More HP Support resources
Find your product

Most support information is product based. Begin by identifying and selecting your product from the HP Support
Center home page:
l Enter a product name or number.

l Browse through the products by selecting a category.
l Enter a product serial number.

Product Support
If you have signed in to your HP Passport account, you can also:
l Select from your recent products.

l Find products in your profile, through your contracts and warranties.
Use any of these methods to reach a product home page.

Product Support
Product-specific content
From a product home page, use the searchbox to find product-specific content or click any of the tabs at the bottom of
the page:
Product home page tabs
Tab Description
Download l Get drivers, software & firmware

options
l Sign up for driver, security, patch and support emails
l Patch management
l Software updates & licensing
Top Top issues are documents written as a result of calls to the HP Response Center. Most viewed solutions are
issues & based upon the number of times they have been viewed by users. Includes a link to view all solutions.
solutions
Manuals Select manual type or view all types. Select language.

Click Advisories, bulletins & notices. Advisories describe product issues and corresponding solutions and
resolutions. Bulletins contain information about catastrophic hardware failures. Notices contain information such
as technical and warranty details, and model and configuration codes.
Repair & l Warranty check

warranty
l View my recent cases
l View my contracts & warranties
l Manage my contracts & warranties
Get help l Submit or manage support cases

from HP
l Chat with HP
l All HP contact options
The options listed above are also in the Product Support drop-down list. In addition are the following:

Product Support
Other support options

Other support options Description
Community forums An online community for peer-to-peer technical support and knowledge sharing.
Other support options l HP Software support online (IT Management Software)
l HP Customer care (Home and Home Office products)
l More HP support resources
Search
Search for product support information on any HP Support Center page, using:
l The link to the search page, in the Product Support drop-down list.
l The search box in the upper right, in the title bar.

Product Support
The search boxes on the search page and in the upper right allow you to do a search by keyword of all HP products,
but in general you will get better results by selecting a product first:
Once you reach a product home page, use the search to find content specific to that product:

Product Support
Advanced search
Click the Advanced search link to refine your search:
Use advanced search options and filters, described below, to search more effectively:

Product Support
Advanced search options
Radio button Result Examples
All Words Results contain all keywords, in any order. The space character See "Search patterns using All words"
functions as a Boolean AND (+). You can use search patterns. on the next page for examples.
Any Word Results contain one or more keywords, in any order. Space ProLiant disk array
functions as a Boolean OR.
Exact Match Exact keyword pattern. Same as using quotes elsewhere. ProLiant DL380 G6

Product Support
Radio button Result Examples
Boolean Use these special characters:
+ (plus) Inclusion. The string immediately after the ProLiant +array

+ must appear in the results.
- (dash) Exclusion. The string immediately after the ProLiant -array

- cannot appear in the results.
" (quotes) Same as quotes elsewhere. "ProLiant DL380 G6"
(space) Boolean OR. Same as Any Word. HP-UX MPE
In Advanced search, select All words to use search patterns, with the characters listed in the table below. The plus sign
(+) meaning required inclusion or Boolean AND is the default in All words, so is not listed:
Search patterns using All words
Search Usage Examples Result

Character
* Asterisk. Matches zero or Document containing any word:

more alphanumeric c000* - beginning with "c000"
characters. Only one *ing - ending in "ing"
asterisk per pattern. co*ing - starting with "co" and ending with "ing"
(if intervening characters are
alphanumeric)
? Question mark. Matches 652?4 Documents containing:

exactly one alphanumeric 65264, 65244, but not 652864 or 652_4.
character.
- Dash. Exclusion. java -verbose myClass Documents containing "java" and "myClass"
No space between - and the but not "verbose".
following character.
"java -verbose myClass"
If the string you are searching for includes
a dash, use quotes.
Non-alphanumeric characters in both the search pattern and in the document text to be searched are replaced with a
space character. (The exceptions are the question mark and asterisk search characters, which have meaning in the
search pattern.) The question mark and asterisk do not match spaces, so a search pattern containing either will not
match a non-alphanumeric character. Examples:
Search pattern examples
Search Pattern Document text Match Reason
PHSS?37446 PHSS_37446 No Underscore (_) in document replaced with space,

? does not match a space.
PHSS?37446 PHSS 37446 No ? does not match a space.
PHSS_37446 PHSS_37446 Yes Underscore (_) replaced with space in both

search pattern and document, resulting in an
identical string.
PHSS?37446 PHSSX37446 Yes ? matches alphanumeric character X.

Product Support
Search Pattern Document text Match Reason
PHSS?37446 PHSSXL37446 No ? matches only one alphanumeric character (not

XL).
PHSS_37446 PHSS$37446 Yes Both underscore (_) and dollar sign ($) are
replaced with spaces in search pattern and
document, resulting in identical strings.
PHSS*37446 PHSS37446 Yes Matches zero or more alphanumeric characters.
PHSS*37446 PHSSAlpha37446 Yes Matches zero or more alphanumeric characters.
PHSS*37446 PHSS-Alpha37446 No Intervening characters include a non-

alphanumeric, which is replaced with a space, *
does not match a space.
Filters
In addition to using search patterns, you can narrow your search by filtering on content type, date, and sort type. You
can display a summary, specify the number of results per page, and search within results:
Advanced search filters
Filter Result
Content Content is organized by type, such as security bulletins or patch Read Me files. Use the content type filter to
types search documents regardless of type, or to limit the search by checking specific content types.
Date Limit search results by update date. Select a date span from the drop-down list, or a date range between
range specific dates.
Number Use the Results per page filter to specify the number of results to display per page.
of results
Sort type By default, results are sorted and listed according to the closest match of your search. This is the "Score" sort.
Use the Sort by filter to sort by a different column header name such as content type or content updated date.
Use this filter before or after submitting your search. The current sort is displayed in the drop-down list.
Display By default, the result displays document titles. Before searching, use Show a summary to include a summary in
summary the results.
Security bulletin archive

Security Bulletins are among the content types available to filter your search. In addition to filtering, you can use the
"Archive" link next to the Security bulletin content type check box to gain access to all HP security bulletins.

Product Support
Save a search
If you are signed in with your HP passport ID, you can save up to ten searches, including advanced searches. When
you run a saved search, it is run against the latest version of the content repository, so results may differ from earlier
searches made with the same saved search. You can add, remove and replace up to ten of these saved searches.
Partial match
If a search finds zero results because not all keywords were found in a document, it will then look for a partial match,
based on finding any of the keywords, and display those results.

Product Support
NonStop search
Simplify the search for content about HP Integrity NonStop systems by adding the keyword "NonStop" (without the
quotes) to any search.
Search by document ID
You can search for content by document ID, if you know it. Some content, such as forum postings, certain manuals,
white papers and drivers do not have document IDs. Filter options are ignored in a search by document ID.
If you cannot find the document, be sure you have entered the document ID correctly. It may be that you do not have
access rights to a document based on your entitlement level, or the document may be for HP internal use only.
Find drivers and other software

Download the files you need to maintain, manage or upgrade your HP products:
1. Select a product (see "Find your product" on page 10). If you have signed in and searched for a product before,
you can click a product in your recent products list:

Product Support
2. On the product page, click Get drivers, software & firmware under Download options:
3. Select the language of the file and the operating system:

Product Support
A list of files will appear, categorized by type, such as driver, firmware, software, or BIOS.
How to identify your operating system

Drivers and other software files are specific to operating systems. To download the right file, be sure you know both
the version and the number of bits, either 32- or 64-bit, of the operating system.
l Windows: The OS version appears on one of the screens at system startup. To see if you have a 32- or 64-bit
version, open Windows explorer, right click Computer, and open Properties.
l Mac: The OS version appears under the Apple symbol in the Menu bar at the top of the screen. Select "About this
Mac".
l Linux: Use uname - a to see if the OS is 32- or 64-bit.
If the operating system is not listed

If you select a product and language, and your operating system is not listed in the results, HP does not currently have
files for the product on that operating system, or they are not available in the selected language. Options:
l If you did not select English, try selecting English as the language.
l On Windows systems, try installing the device using the Add New Hardware wizard. Drivers for some peripheral
products are pre-installed so do not need a new driver.
l For original Pavilion or Presario PC drivers, try the Application Recovery feature included on the Recovery partition
or Recovery discs.
l For non-HP products, look for drivers and software downloads at the original manufacturer's web site.
l For Linux printer drivers, see supported devices for a list of printers supported by HP's Linux driver (HP Linux
Imaging and Printing, HPLIP). Most Linux distributions pick up the latest HPLIP software from this SourceForge site

Product Support
and integrate it into their distribution, so printer support within your Linux distribution may already be present. If
you do not see support for your printer listed at the SourceForge site, visit printer list to check for third-party
support.
l HP drivers for Apple computers running the Mac OS X operating system are listed under Mac OS X. The same HP
driver for Mac OS X generally supports different versions of the operating system (for example Mac OS X v10.2--
10.5). However if several versions of Mac OS X appear, select the one that matches your system.
l Visit the HP Web site again later for new downloads.
If you cannot find the file you need

HP provides drivers for operating systems and for HP-branded, warranty-replaced, or factory-installed hardware that
is shipped on or supported by the product. For example, computers that came with Windows Vista generally only have
Windows Vista drivers available for download. HP may not have software or drivers available for the following
reasons:
l You may already have the latest driver included in your operating system. Operating systems usually come with
basic drivers for common components and peripherals. To install the driver, you may just need to use the
operating system's Add New Hardware feature.
l Not all problems can be fixed with a driver or software update:
n There may be no driver or software file related to the problem. A different problem may be the cause. For
example, a PC fan, mouse, printer port, hard drive, or USB port do not typically use a driver.
n Some error messages prompt you to repair or install a specific file. For example, Microsoft Windows may
generate an error similar to the following:
Windows could not start because the following file is missing or corrupt: <Windows_
root>\system32\hal.dll
In this example, HP does not provide the "hal.dll" file as a download. You must repair the OS itself to fix the
error. In some cases the OS manufacturer may provide a file to fix such errors.
l HP occasionally discontinues supporting and providing drivers for older operating systems such as Windows 95
or Windows 98. In some cases drivers may remain available as is or directly from the maker of the discontinued OS.
l A file has not been tested and qualified for a given OS. For example, a ten year old printer may not be supported on
a newer OS.
l The file you need may be provided by another (non HP-branded) manufacturer (example: Lexmark printer). Check
that the product or device you need a file for is provided on another manufacturer's web site.
Most files are freely available for download. For some files you will be asked to sign in with your HP Passport ID to
determine your eligibility to access the files. Eligibility is granted if your ID is associated with a contract or warranty
that includes access to those files. See Contracts and warranties help for more information.
Find product top issues

From a product page, select the Top issues & solutions tab to view the top reported issues according to HP Support,
followed by a link to additional top issues if present:

Product Support
Find advisories, bulletins and notices

Advisories, bulletins and notices are related types of documents:
l Advisory: Describes problems and solutions for both HP hardware and software products.
l Bulletin: An urgent communication involving safety concerns or other risks such as data loss or security
vulnerability.
l Notice: General reference information.
From the Product Support menu, click Top issues & solutions > Advisories, bulletins & notices:

Product Support
A list appears:
Click a title to view the document. Click the column headings to sort the list by title, content type, or updated date.
Find most viewed solutions

Finding most viewed solutions for a product is similar to finding top issues.

Product Support
In the Product Support menu, click Top issues & solutions > Most viewed solutions:
The Most viewed solutions screen appears:
Click a title to view the document. Click the column headings to sort the list by number of views, title, content type, or
updated date.

Product Support
Find product manuals

1. Select a product (see "Find your product" on page 10).
2. In the Product Support menu click Manuals or select the Manuals tab on the product support screen:

Product Support
The results screen lists the manuals by type:

Product Support
3. Select a language and manual type from the list. The results appear in a table:
If you select a language and do not see the manual you are looking for, try selecting English as the language.
4. Click a document title to view the document. Sort the results by title, content type, or updated date.
Use task-based information

Several task-based options are available. For example, click Troubleshoot a problem:
The results are broken down by operating system.

Product Support
Select an operating system from the list. Troubleshooting documents are primarily customer advisories and support
information.
Get help from HP is another feature available for some products. It allows you to submit or manage support cases
and chat to HP to help you find solutions to common product issues. If available for the product, a Get help from HP
link is in two places: the Product Support main menu and a tab at the bottom of the screen:
Support Case Manager

Click Submit or manage support cases:

Product Support
l In the Product Support drop-down list, under Get help from HP.
l Under More support options, on the right.
From the main Support Case Manager page you can perform the following actions:
Submit a new support case

From the main page you have two options:

Product Support
l Click Browse your contract & warranty products to see a list of support agreements, HP Care Packs and
warranties (referred to as "contracts" below):
The list includes contracts that are associated with your HP Passport ID, or that are part of a contract and warranty
share that has the SCM role enabled and that includes you as a member.
Expand the contracts in the list to see the products covered by each contract. Find the product in the list and click
Submit a case on the right.
l If you already know the contract that covers the product, enter any of the following identifiers in the Contract or
warranty ID field:
n Product serial number (for a warranty)
n Service Agreement ID (SAID)
n Support Account Reference (SAR)
n HP Care Pack ID
n Nickname
If the identifier is valid and the contract is active, a list of products covered by the contract appears. Find the
product in the list then click Submit a case on the right.

Product Support
If you are signed in, a contract does not need to be associated with your HP Passport ID to submit a case for a
product covered by the contract.
From the Submit a case page, enter a case title, operating system and version, and provide as much detail as you
can. Describe the problem and the steps you have taken to resolve it. See the sections below for examples of the type
of information to provide.
Problem Description
l Error messages
l Log files
l Steps to recreate the problem
Location
l Alternate contact information

l Equipment address location
Configuration
l Identify third-party options installed and if they have been eliminated as potential causes.
l Identify system options installed, regardless of whether they seem pertinent.
l Total memory including RAM size and configuration.
l Installed patches and service packs.
l Revision levels (if a hardware or firmware problem).
l Version updates.
l Replaced parts.
Case History
l Has this problem been previously reported to HP for the same product? If so, include prior support case numbers
opened for that product.
l Actions taken by HP, any service provider or the customer since the first occurrence of the problem.
Changes to Environment
l Power- or temperature-related problems.
Testing Information
l Can you reproduce the problem? If so, include the exact steps to reproduce it.
l Include crash analysis if a system crash.
For Printers
l Can the printer:

n Perform a self test.
n Print a configuration page and event log.

Product Support
n Perform a paper path test.

l Does the printer display a numeric/light pattern error?
l Identify the connection type - parallel, USB, networked (wired or wireless), Bluetooth, or other sharing device.
l Identify the printing software and drivers.
l Is the problem application-specific?
l Describe unusual noises including their source (front/back/left/right).
l Is the printer using an HP toner cartridge?
l When was the toner cartridge last changed?
l When did the printer last function correctly?
l Describe recent changes.
l Can you print with a known working cable and LAN drop?
l If a document printing problem, can you Print/Telnet or print without the spooler?
Contact and equipment locations

Contact information is used by the support agent to communicate updates and request further data. Ensure the
contact is the person who can actually work with the support agent. Be sure the equipment location is accurate, as on-
site visits and parts delivery are made to this address.
Troubleshooting steps taken

Describe the steps you have already taken, and the results. Consider these questions:
l What were you trying to do when you detected the problem?

l What were you expecting to happen?
l What error messages did you see?
l What programs, commands, or devices were involved?
l When did you first observe the problem?
l When was the last time the activity worked?
l What has changed since then (hardware, software, configuration)?
l If the problem is intermittent, under what conditions did the problem occur?
l What do you think is the cause of the problem?
Anticipated response time

If you submit a case within the contract's coverage hours, the first available support agent will respond. For support
outside of the contract's coverage hours, submit the case by phone and say that you need an "uplift" to your support
contract. This will result in an additional charge. Uplift is not available in some countries.
For onsite support, response time depends on the type of contract. Onsite response time is the time an engineer will
be onsite to address the problem, not problem resolution time.
Check the status of an existing case

Check the status of an existing case by entering the case ID if you know it, in the Check case status box on the main

Product Support
SCM page. This will take you to a screen displaying a summary of the case which lists submitted and last updated
dates, and has a link to view case details.
Create a case report that lists all cases

Click the View case report link to create a list of cases submitted on products covered by contracts that are
associated with your HP Passport ID, or that are part of a contract and warranty share that has the SCM role enabled
and that includes you as a member.
To create a case report:
1. Select one or more contracts from the list and add them to the box on the right.
2. Filter by case status and time.
3. Click Create report.

Product Support
The report lists cases associated with your HP Passport ID, by ID, title, status, and submitted and updated dates. Click
a case ID to view details for the case.
View your recent cases

View the details of your recent cases three ways:
l Enter the case ID in the Check case status text box on the main page, then click the View case details link on
the right.
l Click the case ID in My recent cases on the main page.
l Click a case ID in the list generated by Create report.
The case details page lists:
l Case information including case title, customer tracking number, contract and product numbers, source (web,
phone), submitted and updated dates, and current status.
l Contact and equipment location.
l Case details.
l Case history, which includes correspondence and case logging information.
l Subcases, if any.
Update a case
You can add comments and attachments to a case, and close a case.
Add comments
Add comments to open cases on the case details page. On submission your comments are added to the case history
and the support agent is informed.
Add attachments
Attach pertinent documents such as program files, log files and illustrations to open cases by using the email link on
the case details or case submit confirmation pages. Do not modify the email subject line. The attachments are added
to the case and the support agent is notified. You will receive a confirmation email when they are processed. You
cannot access documents attached to a case through Support Case Manager.
For security reasons, send the email from the same domain address as the domain of the case contact's email address,
if possible. (The domain is after the @. For example: @mycompany.com.) Email delivery time is not guaranteed.
Close a case
On the case details page, under "additional comments and attachments or request to close", enter a brief explanation
of why you want to close the case, and update. Cases are not automatically closed as the result of a request. A support
agent closes the case after reviewing the request.
Edit SCM settings

If you submit cases on a regular basis, it may be convenient to prefill contact and preferred equipment location values,
and specify their source:
Contact drop-down list prefill:

Product Support
Specify the origin of the contact list on the case submit page. Use the contact data from one of the following:
l The contract you are using to submit the case.

l The contract you are using to submit the case, and your HP Passport profile, and the contact data used the last
time you submitted a case.
Preferred contact data prefill:

Specify how you want your contact data prepopulated in the support case contact fields. Options:
l Do not prefill: Use when the contact data changes frequently or when you use the contact drop-down list to
populate the fields.
l Prefill from your HP Passport account: Your name and contact information.
l Use last entered data: Useful when the same contact information is used every time.
l Use data from support agreement: The contract you are using to submit the case. This is useful when the contract
includes the contact person who is dedicated to handling cases with HP.
Preferred equipment location data prefill:
l Same options as Preferred contact data prefill.
Save to make the selected options become your new default settings.
Warranty check
Use warranty check to retrieve service type and level, coverage dates and deliverables associated with the warranty,
and other details. Click Warranty check from Repair & warranty in the main menu, or under Main support options
on the right:
Enter product serial numbers in the form. You can check up to twenty warranties, active or expired, at a time.
The country of purchase defaults to your current locale. Change it if necessary using the drop-down list:

Product Support
The expiration date of a warranty is based on the purchase date, if the product was registered with HP. Otherwise it is
estimated based on the manufacture date.
Warranty check does not retrieve support agreement information. For support agreement information, see Software
updates and licensing:

Product Support
Access requirements
You do not need to be signed in with your HP Passport account to use warranty check. Signing in does however
provide you with the option of linking warranties to your account. It also lets you store, view, and manage your
products more quickly and easily.
Location of serial number and product number

You must provide the serial number (preceded by "Serial" or "S/N"), which is typically located near the product number
on the label. You may also need the product number. The product labels below show typical serial number (1) and
product number (2) locations:
Contact HP Support if you cannot find the label.
Warranty information is not found, or error returned

If the results page lists an error for a particular entry, verify your data entry. If you re-enter the values and it still
returns an error, contact HP Support. If you entered multiple numbers, you can remove the number that caused the
error and try again.
How to extend or upgrade warranties

Extend your standard warranty with HP Care Pack Services. Coverage is also available for many products whose
original warranties have expired. Visit HP Care Pack Central to learn more.

Product Support
Patch management
Use Patch management to identify and install patches for operating systems and many products. Click Patch
management from Download options in the Product support main menu or from the More support options
section on the right:
HP releases updates, in the form of patches, based on issue resolution and functional enhancements. These updates
are an important part of maintaining a system's health. System administrators and other users can keep their
operating environment up to date by downloading and installing patches and product update sets.
You must be signed in with your HP Passport ID and have an active HP support agreement linked or shared to your
account. For more information see Patch Access for HP Operating Environments.
Patch management has sections that display your patch privileges, patches available for any system, patches for your
uploaded HP-UX system, and links for more information about certain operating systems:
My patch privileges
Click View my patch access in the left navigation area of Patch management, to reach My patch privileges:

Product Support
My Patch Privileges lists your access to patches for various platforms. You have entitled access if your HP Support
Center user profile is associated with a valid support agreement, by one or more of the following means:
l You are linked as the owner, in single mode, to a contract that enables access.
l You are linked in multiple mode to a contract that enables access.
l You are a member of a user group associated with a contract share that includes a contract that enables access.
l You are a member of a user group associated with a device group containing a device that is covered by a contract
that enables access.
My patch privileges also indicates your current role in HP Support Center: HP Customer, HP Authorized Partner, or HP
Employee.
If patch access is "No", click the lock icon to see a summary of the type of contract you need to enable access:

Product Support
See More Information on Access to HP Support Materials for details, and contact your local HP office, HP sales
representative, or Contact HP to learn more.
Find a patch if you know its ID

Find a specific patch if you know its ID, using the search box on the left navigation bar:
Patches for any system
Click an operating system in the list to reach a search page specific to that operating system:

Product Support
Select the OS revision and search method from the drop-down lists:
The search methods are as follows:
l Search by keyword. Enter the keyword in the Search text text box and use a radio button. If using Boolean, use
standard search characters (plus, minus, quotes, asterisk) to narrow your searches.
l Search by patch IDs if you know the ID of the patch.
l Browse patch list returns a complete list for the selected context.
Each row in the search results table includes a description, the patch ID, which is a link to the details page, and
optionally, a symbol:

Product Support
Symbols are defined in the glossary:
Click the text next to any item in the glossary for details.
Click a patch ID to go to its details page where you can view the readme file and add the patch to your patch list.

Product Support
Find Patches by Product
Select by product to see patches and product documentation:

Product Support
Download product patches the same way you download OS patches.
Patch Bundles
A patch bundle is a set of patches for HP-UX that have received extra testing as a group and are packaged together,
with the individual patches intact.
A patch aggregate kit is one large patch kit (for OpenVMS and Tru64 UNIX), that contains several individual patches
that have been repackaged. On OpenVMS these are also called "update kits".
Select an OS from the list to reach the patch bundle index. If you know the patch ID, enter it in the search box and click
find bundles. Or click a release to see its contents. Multiple bundles are sometimes packaged in the same depot, and
must be downloaded as a unit. In this case, the depot name is listed instead of the bundle name.
Add a bundle to a patch list

Click Add to my Patch List to add the bundle. If any of the patches in the bundle have acquired warnings since the
bundle's release, you can select replacement patches. A table lists all the patches in the bundle for your reference.
Selected patch list

The staging area for downloads, Selected patch list appears when you add to selected patch list from the patch
results list or from a patch details page. You can also reach it from My patch list in the left navigation bar.

Product Support
Each OS and revision combination has one associated patch list. If you used My Uploaded HP-UX System, lists for
your uploaded system appear here as well. The lists are separated to facilitate the bundling of patches for a particular
system.
Selected patch list also contains patches required by the patches you have already selected. Required patches are
considered part of the total solution so are included in the selected patch list.
Use the Remove button to remove unneeded patches. This removes both the original patch and any of its required
patches.
If you already have a required patch, skip downloading it by unchecking the associated check box.

Product Support
Download Patches
Click Download selected from a patch list to reach the download patches page:

Product Support
To add or remove patches to be downloaded, return to the selected patch list using the link on the left navigation bar.
Click Download selected again to return to the download patches page.
To download all selected patches at once, select the file package type (zip, gzip, or tar) before downloading. MPE users
must use tar.
Download patches individually using the download button next to the patch.
File fingerprints
To validate that patch content has not been tampered with, corrupted or otherwise altered since it was created, file
fingerprints are displayed for all content on the download list. These are provided by the patch content creator and are
validated by HP Support Center.
The HP standard mechanism for file fingerprints is MD5 message digest hashes. The md5sum command is a more
secure alternative to the cksum command. It is based on the standard MD5 algorithm which provides 128-bit long
fingerprints and which enables you to verify with a very high degree of certainty the integrity of a downloaded
package.
Checksum fingerprints are also displayed when they are available. The cksum command is a file integrity checker
currently available on HP-UX, Tru64 UNIX and Linux. A variant is available on OpenVMS. It is based on a weak (by
current standards) cyclic redundancy check mechanism (32-bit wide), and is prone to high collision rates. Checksum
fingerprints should be used with caution since they are platform-dependent. For example checksum fingerprints
generated for OpenVMS can only be validated with OpenVMS.

Product Support
Corrupt download archives

In some cases, when patches are downloaded as a zip package using Microsoft Internet Explorer, a "corrupt archive"
message appears when trying to unzip the package. This may happen even though there were no error messages
during the download and it appears the package was built correctly.
The problem is caused by either a large download timing out on the client side before it starts due to zip ramp up
overhead, or the client machine runs out of space mid-download. The problem is unique to Microsoft Internet
Explorer, which buffers all downloads. For example, a 5 MB download really requires 10 MB of space during the
download. If the download fails, there is no error message but the resulting file is truncated.
To correct this problem:
l Ensure there is adequate disk space for buffering on the hard drive.
l Download patches in smaller batches.
Patches for my uploaded HP-UX system
If you have access to this feature, you can find HP-UX patches customized to your system by running a script that
creates an inventory, and uploading the results to HP:
1. Download swainv1 via ftp or http.

2. cd to the directory containing the swainv script, set execute permission, and run it. You do not need to be root.
The results of the script are written into the ascii file inventory.xml.
3. Upload inventory.xml to Patch Management.
1swainv is a Posix shell script that collects the names and revisions of all the products installed on your system.

Product Support
After you have uploaded the file you can search for patches, bundles, products, and patch sets applicable to your
system. You can also perform a patch assessment to find the set of patches necessary to bring your system to the
correct patch level. See Patching HP-UX systems for details.
The "Assessing patch requirements" feature for HP-UX provides system administrators the ability to upload current
system information and run a patch assessment, which determines what if any patches are required to bring the
system up to date.
Other patches available

Only patches for current HP OS and products are directly available on the HP Support Center. Use the links in the left
nav bar to find:
l Patches for older software and hardware - links to a site containing archived patches for HP systems and software
no longer under support or no longer being patched.
l Red Hat, SUSE, and Debian Linux - links to the Linux search page, to these vendors' sites
l Windows - link to the Microsoft web site on the Windows search page, for Windows OS patches.
More information: HP-UX, OpenVMS, Tru64, MPE/iX

Click the links below for detailed information about patches for these operating systems:
l HP-UX
l OpenVMS, Tru64 UNIX, and MPE/iX
Customer Self Repair

Customer Self Repair (CSR) is available for certain products. From a product page, check for it under Repair &
warranty in the Product Support main menu:

Product Support
CSR is available in most countries. It allows HP to ship replacement parts directly to you once a failure has been
confirmed. Parts are generally shipped overnight. CSR warranty terms and conditions are included in the warranty
statement for the product, which can be found in the box with the product.
Check eligibility
Check the status of the warranty that covers the product using Warranty check. Click the link on the left:
Determine the self-replacement option type

On the CSR page for a product, a table lists the parts and the self-replacement option available for each:
The options are:
l Mandatory. On-site or return-to-depot support for replacement of this part is not provided under the warranty.
You can install this type of part yourself or pay HP service personnel to do it. It typically does not need tools to
replace, consists of a single part, has minimum cabling, and is plug-and-play.

Product Support
l Optional. You can replace this type of part yourself or have it replaced by HP service personnel at no additional
charge during the warranty period. Replacement may require tools, the removal of other parts, more involved
cabling, and potential configuration/setup following replacement.
You can replace parts yourself even if you have an HP Care Pack or contract that provides on-site support. Ask that the
replacement parts be shipped directly to you. You can then replace the parts at your convenience.
If you do not want to replace a part yourself, and the product is covered by a warranty, you can, in countries where it is
allowed, purchase on-site replacement of the part by HP service personnel. The cost will include only labor and travel
because the parts are covered under the warranty.
If you damage a part while replacing it, the situation is the same as if HP service personnel damaged the part. The
warranty will cover the second repair.
Order parts
How you order parts depends on the state of the product warranty:
l If active, submit a support case using the Support Case Manager (SCM). Click the Submit or manage support
cases link.
l If expired, click the Buy replacement parts link.
Status & assistance

Fill in the form to get help on an existing SCM case, such as the status of a replacement part. Be sure to pick a subject
and include the case number:

Product Support
Instructions and videos

This tab provides a link to repair videos and animations, if any, and lists links to instructions for removing and
replacing parts of the product:

Product Support

Settings
After you sign in, click the Settings icon from any HP Support Center page:
You can view and edit several settings:
My HP Support Center Access

The Settings page also displays a summary of your current access to entitled HP Support Center features and content:

Settings
You have entitled access if your HP Support Center user profile is associated with an active entitlement (a support
agreement, HP Care Pack, or warranty), by one or more of the following means:
l You are linked as the owner, in single mode, to a contract that enables access.
l You are linked in multiple mode to a contract that enables access.
l You are a member of a user group associated with a contract and warranty share that includes a contract that
enables access.
l You are a member of a user group associated with a device group containing a device that is covered by a contract
that enables access.
(Single and multiple mode are described in "Ways to be linked to a contract or warranty" on page 1. User groups
are described in "Manage your user groups" on page 1).
You can gain access to additional features and content by linking your HP Support Center user profile to a contract or
warranty that enables access. Use the links at the bottom to associate additional entitlements with your HP Support
Center user profile, or click Learn more for additional information.
The summary also displays your current role in HP Support Center (for example HP Customer, Service Partner, or
HP Employee).

The language and country selector
The language that HP Support Center and Insight Online display in, and country-specific contact information such as
in "Contact HP", are by default determined by the country you are accessing the site from. For example, if you are in
Greece, the site appears in Greek, and the contact information is local to Greece.
This language selection includes the site's help system. Technical documentation also appears in search results, if
available, in the selected language.
Figure 7.1 The language and country selector
You can change this language and country setting at any time by clicking on the flag at the bottom of any page. The
flag you see represents your current country setting:
Flag and country name examples Language
Spanish
Spanish
Hungarian
Japanese
Several countries share languages, but the country-specific information is different. Ecuador and Mexico for example,
share Spanish, but the HP contact information for each is different.
Some languages differ slightly depending on region. The Spanish associated with countries in South America, for
example, is different from the Spanish associated with Spain, and the Portuguese associated with Brazil is different
from that of Portugal.
The complete list of supported languages is as follows:
l Chinese (simplified)
l Chinese (traditional)
l Czech
l English
l French
l German

The language and country selector
l Greek
l Hungarian
l Italian
l Japanese
l Korean
l Polish
l Portuguese
l Russian
l Spanish
l Turkish
You can use this feature to compare languages, if for example you are not sure of terminology in a given language.
You can open a link in a new window, change the language in that window, and compare the different language
versions of the same content.
Once you change a language in one window, the language will change for subsequent links on the site in all open
windows, and will remain your selected language even after you sign out and back in again. To return to your original
language, select it from the flag at the bottom of any site page.

Get help from HP

Get help from HP
Use Get help from HP to:
l Submit or manage support cases. See Support cases for details.

l Chat with an HP representative to help you find solutions to common product issues.
l View All HP contact options, which includes links to forums, to site help, to a form you can submit with
questions about using the site, and to phone numbers for support in your locale or worldwide.

Support and other resources
Contact HP
For worldwide technical support information, see the HP support website. Before contacting HP, collect the following
information:
l Product model names and numbers

l Technical support registration number (if applicable)
l Product serial numbers
l Error messages
l Operating system type and revision level
l Detailed questions
HP Authorized Channel Partners

For the name of the nearest HP Authorized Channel Partner, see the following sources:
l In the United States

l In other locations
Documentation feedback
HP welcomes your feedback. To make comments and suggestions about product documentation, send a message to:
[email protected]. Include the document title and part number if available in your message. All submissions
become the property of HP.
Related information
l HP Insight Remote Support documentation at the HP Enterprise Information Library
l HP Insight Online FAQ

Glossary Partner Portal, and who meets certain criteria.
HP Authorized Service Partner, who in addition to
the services a reseller can provide, can also
A deliver break-fix services.
Agentless Management Service (AMS) HP Authorized Reseller/Distributor
iLO 4 Agentless Management uses out-of-band Channel partners who sell hardware and services.
communication for increased security and
stability. With Agentless Management, health HP Authorized Service Partner
monitoring and alerting is built into the system Channel partners who deliver services and/or
and begins working the moment a power cord is installation service on HP’s behalf.
connected to the server. This feature runs on the
iLO hardware, independent of the operating HP Care Pack Services
system and processor. The separately installed HP Care Packs can be purchased with HP products
AMS collects additional operating system data. and services to upgrade or extend standard
warranties with enhanced support packages. They
reduce downtime risks with support levels from
C basic to mission-critical. For many products, post-
Channel Services Network (CSN) warranty HP Care Pack Services are also available
Channel Services Network. when an original warranty expires.
contract and warranty HP Insight Online

General term including: HP support agreement, HP HP Insight Online provides one-stop personalized,
Care Pack, and warranty. secure access to support the devices in your IT
environment. It is integrated into HP Support
Customer Replaceable Unit (CRU) Center for your IT staff who deploy, manage and
Customer Replaceable Unit. support systems, plus HP Authorized Channel
Partners who support your IT infrastructure.
Customer Self Repair (CSR)
Customer Self Repair. HP Insight Remote Support
Insight RS provides proactive remote monitoring,
diagnostics, and troubleshooting to help improve
D the availability of supported HP servers and
storage systems in your data center.
device
Any object such as a server, storage system, or
HP Passport ID
switch, that by means of being monitored by HP
ID you need to sign in to HP Support Center and
remote support technologies and properly
Insight Online. It may be the email address you
registered, or added manually, appears in Insight
used when registering.
Online.
HP Support Center (HPSC)
Contains two sections: Product Support, and My
F
IT Environment. Use Product Support to find
Field Replaceable Unit (FRU) drivers, patches and other software, and search
Field Replaceable Unit. for a variety of support documentation. Use
Insight Online to manage your remote support
devices and contracts, and to access features
H such as Service Credits and reports.
HP Authorized Channel Partner
Two types: HP Authorized Reseller, who has been
approved by HP to become a partner in the Global

Glossary: iLO - Web-Based Enterprise Management (WBEM)
Unit (CRU) in the monitored hardware. Non-

I actionable events are filtered out, and actionable
service events are forwarded to HP. Devices are
iLO
monitored for hard failures from a major
Integrated Lights-Out. Embedded server
component on the hardware such as CPU, disk,
management technology that delivers web-based
memory, and power supply, and these will trigger
remote management that is always available.
a service event communication to HP. In addition,
Insight RS monitors hardware for soft errors, and
O in some instances, when the number of soft
errors exceeds a specific threshold, an event is
OA sent to HP. Further details regarding what
Onboard Administrator. The Onboard classifies as an actionable service event is HP
Administrator for the BladeSystem enclosures is confidential information.
the intelligence of the c-Class infrastructure. The
Onboard Administrator provides both local and Simple Network Management Protocol (SNMP)
remote administration of BladeSystem c-Class One of the management protocols supported by
enclosures. Insight Remote Support. Traditional management
protocol used extensively by networking systems
opt-in and most servers. MIB-2 is the standard
During or after device registration, the customer information available consistently across all
consents or "opts-in" to have HP or a partner vendors.
contact them to discuss optimizing their
environment. Support Account Reference (SAR)
Support Account Reference.
R Support Case Manager (SCM)

Support Case Manager.
Remote Support Account Advocate (RSAA)
Remote Support Account Advocate.
T
S Transport Layer Security (TLS)
Transport Layer Security is a protocol that
Secure Sockets Layer (SSL)
ensures privacy between communicating
Secure Sockets Layer is the standard security
applications and their users on the Internet. When
technology for establishing an encrypted link
a server and client communicate, TLS ensures
between a web server and a browser. This link
that no third party may eavesdrop or tamper with
ensures that all data passed between the web
any message. TLS is the successor to the Secure
server and browsers remain private and integral.
Sockets Layer (SSL).
Service Agreement ID (SAID)
Service Agreement ID.
W
service event Web-Based Enterprise Management (WBEM)
HP remote support technologies monitor a This industry initiative provides management of
customer’s hardware environment for service systems, networks, users, and applications across
events that require action from the Service multiple vendor environments. WBEM simplifies
Provider (HP Channel Partner and/or HP services system management, providing better access to
team) or customer. For the most part, actionable software and hardware data that is readable by
service events require replacing a failed Field WBEM client applications.
Replaceable Unit (FRU) or Customer Replaceable

Index
A
advisories, bulletins and notices 24
Customer Self Repair (CSR) 51
find
advisories, bulletins and notices 24
drivers and other software 20
most viewed solutions 25
product 10
product manuals 27
product top issues 23
HP Passport account
create 6
create new 7
sign in 7
patch
download 40, 48
find by product 45
for my uploaded HP-UX system 50
product manuals 27
product top issues 23
search 13
advanced 15
patterns 17
sign in 7
Support Case Manager (SCM) 30
submit a case 31
update a case 36
view case report 35

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HP Support Center

Document Release Date: July 2015

Software Release Date: July 2015

Restricted rights legend

HP Support Center: User Guide Page 2 of 65

Create an HP Passport account 6

HP Support Center: User Guide Page 3 of 65

The language and country selector 58

Get help from HP 60

Support and other resources 62

HP Support Center: User Guide Page 4 of 65

HP Support Center: User Guide Page 5 of 65

HP Support Center: User Guide Page 6 of 65

HP Support Center: User Guide Page 7 of 65

HP Support Center: User Guide Page 8 of 65

l "Find your product" on the next page

Links to many of the features are in the sub menus:

HP Support Center: User Guide Page 9 of 65

l Drivers & software

l Customer Self Repair

l Submit or manage support cases

l HP Software Support Online (IT Management Software)

Find your product

l Enter a product name or number.

HP Support Center: User Guide Page 10 of 65

If you have signed in to your HP Passport account, you can also:

l Select from your recent products.

Use any of these methods to reach a product home page.

HP Support Center: User Guide Page 11 of 65

Product home page tabs

Download l Get drivers, software & firmware

Manuals Select manual type or view all types. Select language.

Repair & l Warranty check

Get help l Submit or manage support cases

HP Support Center: User Guide Page 12 of 65

Other support options

HP Support Center: User Guide Page 13 of 65

HP Support Center: User Guide Page 14 of 65

HP Support Center: User Guide Page 15 of 65

Advanced search options

Radio button Result Examples

HP Support Center: User Guide Page 16 of 65

Radio button Result Examples

Boolean Use these special characters:

+ (plus) Inclusion. The string immediately after the ProLiant +array

- (dash) Exclusion. The string immediately after the ProLiant -array

" (quotes) Same as quotes elsewhere. "ProLiant DL380 G6"

(space) Boolean OR. Same as Any Word. HP-UX MPE

Search patterns using All words

Search Usage Examples Result

* Asterisk. Matches zero or Document containing any word:

? Question mark. Matches 652?4 Documents containing:

Search pattern examples

Search Pattern Document text Match Reason

PHSS?37446 PHSS_37446 No Underscore (_) in document replaced with space,

PHSS?37446 PHSS 37446 No ? does not match a space.

PHSS_37446 PHSS_37446 Yes Underscore (_) replaced with space in both

PHSS?37446 PHSSX37446 Yes ? matches alphanumeric character X.

HP Support Center: User Guide Page 17 of 65

Search Pattern Document text Match Reason