HPSA 9.
x Fundamentals
Course Introduction
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Purpose and Target Audience
Purpose
Workingthe
Explain knowledge of: functions of HP
features and
•All Guided
agents
Support Troubleshooters
Assistant (HPSA) and how you
Target audience • HP
can usesupport
HPSA toprocess
solve customer issues
Prerequisites
Lesson One
Getting Started with HPSA
Lesson Objectives
• List the benefits of HPSA for agents and for customers
• Install and launch HPSA
• Add a device to HPSA from the Home page
HPSA Benefits for Customers
Connected, contextual support
Comprehensive support tools
Diagnostics Contact SW and FW Updates
Tools and diagnostics to Contact options tailored Automatic messages and
troubleshoot and resolve to the customer’s device updates keep customers
issues and locale and their devices current
Worldwide Support
9.X Compatible with 19C1 HP models with Windows 10
8.X Compatible with Windows 7, Windows 8, and Windows 10
HPSA Benefits for Agents
Automatic case creation
Customer’s PC information sent
automatically:
• Serial number
• Entitlement
• Product data
Solve customer issues quickly and
more effectively
Ensure customer’s devices stay up-
to-date with all relevant updates
Automatically resolve some
customer issues
How to Obtain HPSA?
HPSA will be pre-installed in all HP laptops,
notebooks, desktops, and netbooks.
HPSA installed devices will be auto-promoted to
update to the latest version.
The latest version of HPSA will be available for
download from the HP customer support website.
Current version: HPSA 9.5
Click here to visit the HPSA homepage.
Launching HPSA: Splash Screens
NOTE: The splash screens is available for HPSA 9.4 version. For HPSA
9.5 (May release) users will be directly taken to the welcome screen.
Launching HPSA: Welcome Screen
• When you start HPSA, you will
see the Welcome screen. You can
choose to display this screen each
time HPSA opens by clicking the
check box located to the lower left
of the screen.
• Clicking Learn More goes to the
HPSA landing page for the region.
• Clicking Next goes to the HPSA
home screen.
HPSA: Home Page
HPSA Home Page lists all your
devices with their associated
updates, support option,
messages, and so on.
NOTE: You need to select a device on the Home page to access
corresponding updates, messages, troubleshooting etc.
Add Device
• You can add your printers and PCs within
your environment from the main page.
This allows you to get information and
updates for your PC and any attached
printers.
• To add your device, click Add A Device.
This will open a window that will ask you
to provide a nickname to the device, if
required.
• After providing a name, click Add to
complete the task of adding a device.
HPSA Features: HP ID Integration
Personalized customer experience
One User ID for HP enabled websites and
services
Gain access to support resources for all
registered devices such as HP Desktop,
Notebook, Tablet, Mobile, Printer, Scanner,
Monitor, Calculator
Auto-register customer’s local devices
Manage customer’s profile information
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Notification Icons
Recommended Restart
Important Critical
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Checkpoint
Which of the following statements are true?
Select the correct answer, and then click Submit.
HPSA ensures that the customer’s devices stay up to date with all relevant updates
HPSA helps customers manage and troubleshoot their own systems
HPSA automatically resolves some customer issues
All of the above
Checkpoint
Which HPSA page lists all your devices with their associated updates, support
option, messages, and so on?
Select the correct answer, and then click Submit.
Notification page
Home page
Help page
Device page
Lesson Two
HPSA Functions
Lesson Objectives
• Identify how to modify user settings
• Explain the use for each tile in the device Home page
• Explain the use for each link in the Support page
Settings
Receive update
Schedule update
Enable notification
Enable Welcome Screen
Home Page: Updates
• Updates available for a device are readily
listed against the device tab and on the
Updates Available tile on the Home page.
• The updates will be available as a separate
window where you can view and download
required updates based on their priority.
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Home Page: Support
The following support options are
available for a customer:
• Virtual Agent
• HP Support Forums
• HP Smart Friend Assistance
• Get phone number
• Service Center Locator
NOTE: These options vary by country, language, and
product line. If a contact option is not available for a
country, language, or product line, it will not be listed as a
support option in HPSA.
Home Page: Messages
• Clicking the Messages card displays
messages specific to the device.
• Clicking the Bell icon on the navigation
bar will display notifications across all
devices, including messages, health alerts,
and case updates.
Home Page: Troubleshooting
The current version of HPSA comes with a
new, improved look. It is designed to
enhance the customer experience, promote
self-help, reduce customer effort, and also
minimize support call volume.
NOTE: Troubleshooting and fixes are
discussed in detail in lesson 4.
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Home Page: Security
• The Security page shows Windows
security information.
• Information displayed in the Security card
of HPSA is useful in identifying key
settings and options.
Home Page: Specifications
• Specifications are split into several
hardware and software categories.
• The resources for each category,
including links to more information
and troubleshooting, are located to
the right of the page.
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Home Page: Storage
• Important specifications for hard disk
drives can be found under Storage.
• This includes model information, total
storage capacity, and health.
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Home Page: Warranty
• The warranty and service-related
information will display the warranty
status and warranty end date.
• The warranty end date is calculated
from the born-on date of the device.
This is the date the customer booted the
PC for the first time.
• The Additional information and services
disclaimer text is expandable.
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Checkpoint
Fill in the blanks.
Important specifications for hard disk drives can be found under ___________.
Select the correct answer, and then click Submit.
Specifications
Troubleshooting
Storage
Messages
Checkpoint
Can you identify if the following statement is true or false?
HPSA includes troubleshooters that guide customers through steps involved to resolve issues.
Select the correct answer, and then click Submit.
True
False
Lesson Three
Contact Options
Lesson Objectives
Describe the following Contact support options available
to the customer using HPSA:
• Virtual Agent
• HP Support Forum
• HP Smart Friend Assistance
• Get phone number
NOTE: These options vary by country, language, and
product line. If a contact option is not available for a
country, language, or product line, it will not be listed as a
support option in HPSA.
Contact HP Support
• The Support tile for a device lists the
support options available and the
timings when these options are
available.
• The options are displayed based on
several factors, including the device
model, country, and time of day.
Contact HP Support: Virtual Agent
• Based on the device information
provided by the customer, the Virtual
Agent provides guided troubleshooting
articles to resolve the customer’s issue.
• If the customer is not happy with the
solution provided or the problem
statement, they can either click the Start
Over link to start the conversation
again, or they can browse for other
support options available for the device.
Contact HP Support: HP Support Forum
• Clicking HP Support Forum will direct the
customer to the HP Support page on
the Web.
• Here, they can view and browse through
the topics related to their device or join
the discussion forum to find answers from
the expert community.
Contact HP Support: HP Smart Friend Assistance
Clicking HP Smart Friend
Assistance will direct customers to
HP Smart Friend Support Page to
browse and avail different options.
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Contact HP Support: Get Phone Number
• This support option requires the customer
to enter their contact information and a
brief description of the problem, and then
accept terms and conditions. After entering
all the details, the customer should click
Get Phone Number.
• A new text box will appear with the phone
number, product name, product number,
and serial number details.
Checkpoint
Can you identify if the following statement is true or false?
HPSA displays the support options regardless of the device model, country, and time of day.
Select the correct answer, and then click Submit.
True
False
Checkpoint
Which support option directs customers to the HP Support page on the Web?
Select the correct answer, and then click Submit.
HP Support Forum
Virtual Agent
HP Smart Friend Assistance
All of the above
Lesson Four
Troubleshooting and Fixes
Lesson Objectives
• Locate and run HP Network Check and HP
Battery Check
• Locate and run guided troubleshooters
• Perform automated fixes
Where to Find Troubleshooting and Fixes?
This tab is categorized into three main parts:
1. One-click fixes: Automated quick fix for
common issues
2. Guided troubleshooting: Provide a
walkthrough to troubleshoot and fix issues
3. Diagnostics: Check and diagnose key
components for common cause of issues
HP Network Check
• Click HP Network Check.
• A message is displayed informing
about HP Network Check. Click
Next to continue.
Network Diagnostics Running Screen
• The Network Diagnostics screen shows
the current status of each diagnostic step
as it runs.
• The Diagnostics steps are as follows:
1. Collecting information
2. Diagnosing issues
3. Performing actions, if needed
Connection Status screen – No Issues
Clicking the Network Information
button at the bottom of the result
screen displays the detailed Network
Status screen.
Connection Status screen – Issue Not Fixed
• Clicking the blue rectangle next to a
root cause displays the Actions
screen.
• The Action screen provides more
information about the issue and
possible fixes.
Action Screen
• This Action screen prompts the
customer to perform actions.
• Most issues have some automatic
actions performed that are listed
under Automatic Repairs Performed.
• Some of the issues might have
multiple user actions listed, each
shown with a blue rectangle.
Performing User Actions
• After you complete a user action and
click the associated blue rectangle, you
will see a pop-up window.
• Click OK to confirm that the action was
completed.
• Then, HP Network Check automatically
rechecks the network.
Connection Status screen – Issue Fixed
• As the connection issue was fixed, the
list of Possible Root Causes is not
initially displayed.
• To see the list of possible root causes,
click the down arrow next to Possible
Root Causes.
• Then, click a blue rectangle to the left
of a root cause for more details.
Network Information Screen
When you click the Network
Information button, you see
a screen similar to this one.
Network Status
Connectivity
status of the
system with the
network adapter
Internet
connectivity
Computer Information
The Computer information
section shows the network
information for the local system.
Ranked adapter preference when
multiple networks active:
• Wired
• Wireless
• Mobile/dialup
• Generic/unknown
Network and Internet Information
The Network and Internet information
sections display information about the
network to which the current active
network adapter is connected and the
Internet.
Related tools – Computer
This section provides actions or help
topics to fix any persisting issues with
the network, specific to the computer.
Related tools – Network and Internet
This section provides actions or help
topics to fix any persisting issues with
the network, specific to the network or
the Internet.
Browser Plugin
• When you click Launch HP Network
Check from this page, the error page
captures the URL in trouble and
passes it to HP Network Check.
• HP Network Check then runs
diagnostics against this specific URL
to test the connectivity to the
website.
• If it was a connection issue, HP
Network Check fixes the issue and
refreshes the page.
HP Network Check Browser Extension
This browser extension integrates
an additional touchpoint in
Internet Explorer.
NOTE: The browser extension merely launches HP
Network Check. It does not refresh the web page. Only
the helper plugin refreshes the web page.
HP Battery Check
• HP Battery Check is available from the
Diagnostics category under troubleshooting
and fixes.
• HP Battery Check is available on notebooks
only, and it:
• Checks to see whether the system batteries
are working properly
• Reports the status of the batteries
• Provides methods to resolve battery
problems
Battery Check in Progress
• This shows the HP Battery Check
testing the computer's battery.
• If the notebook has a secondary
battery, the test checks both the
primary and secondary battery.
Battery Check Complete – Status: OK (Basic View)
• This is the Basic view. To see the
Advanced view, click Show
advanced information.
• This view shows a link to purchase
HP power accessories.
Battery Check Complete – Status: OK (Advanced View)
• The Advanced view displays
detailed information about the
battery’s current condition.
• To go back to the Basic view, click
Show basic information.
Performance Tune-up Check
HP Performance Check will check
and optimize the customer’s PC so
that it can provide peak performance.
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Operating System Check
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Checkpoint
Which of the following reports the status of the network and provides tools to
resolve network problems?
Select the correct answer, and then click Submit.
HP Network Diagnostics
HP Action
HP Network Check
HP Connection Status
Checkpoint
Which of the following shows the current status for each diagnostic step as it runs?
Select the correct answer, and then click Submit.
HP Battery Check
HP Performance Check
Network Diagnostics screen
Network status
