HP Designjet L65500 service manual part 8-9
8 Remote Support
• Callme@HP Configuration .................................................................................. 792
• Installation................................................................................................. 792
• Troubleshooting the setup ............................................................................ 793
• Callme@HP Operation....................................................................................... 794
• How to launch a call from Customer Printer.................................................... 794
• How to access a call from the Customer ........................................................ 794
• How to receive a file from a customer............................................................ 795
• How to Video stream and make snapshots..................................................... 795
• How to initiate a Remote Connection ............................................................ 796
• How to terminate a call ............................................................................... 797
• How to look for an old service request .......................................................... 797
Remote Support
Safety 791
Callme@HP Configuration
Installation
This information is also included in the Printer´s Installation guide.
During installation process, specific information must be introduced into the IPS preferences to correctly
route the Remote Support Calls to the Support Agent (HP or Authorized Service Provider approved to
provide this Remote Support Service).
1. Go to the IPS menu “Tools”, then press “Preferences” and look for the tab “Callme@HP”.
Remote Support
2. Enter in information into all 6 fields:
The first four fields are related to customer data. They can be generic and are intended to be automatically
loaded as default data into the Remote Support Application.
a. Printer Serial Number: Check that the serial number is correctly entered into the text field.
b. Agent E-mail: This parameter is VERY important as it establishes the call routing to the
appropriate support organization. If the configuration of this field is not correct any support
calls made will not reach the intended recipient.
- If the Reseller partner is going to provide the support for the unit AND has been approved for
using this tool and has the account setup and permissions setup, enter in this field the E-mail
of the reseller engineer supporting this printer, using the reseller's domain used for creating
the account.
- If the reseller is not entitled to use the “Callme@hp” remote troubleshooting tool, then leave
the default value: printcare@hp.com.
3. Launch the “callme@HP” application under the “tools” menu option and verify the information entered
loads correctly into the template.
Important: The application will ask for software to be installed, select yes to all the requirements.
If no window is displayed, go to the Site Preparation document under the section where the network
requirements are described, and check that all the requirements for network connectivity have been met.
4. Submit a Testing Call including the following text in the comment box: “Customer Name Installation Call.
Remote Support Configuration Check”.
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Troubleshooting the setup
If after the Callme@HP software is installed the calls are not reaching the desired queue, verify that the
agent email field is correct. If the email address ends in ‘hp.com’ the call will be routed to the generic
GBU queue.
NOTE: If the agent is qualified to support the printer through the remote tool, the email can be different
from the default ‘printcare@hp.com’.
The reseller is qualified if the following is true
• The reseller has been trained to support the printer.
• An HP digital badge has been supplied.
• Access to ‘Callme@hp’.
• A reseller queue has been created
If the reseller queue has not been created and the agent’s email does not end in ‘hp.com’, the call will be
sent to an incorrect queue and the call will be lost.
Remote Support
Safety 793
Callme@HP Operation
How to launch a call from Customer Printer
1. Go to the Callme@HP option in the “Tools” drop-down menu in the IPS.
Remote Support
2. Accept all requirements to install additional software.
3. If correctly configured, the web page will open with all parameters filled. Special attention should be
made to the Agent e-mail option. The mail domain MUST match the Reseller Domain (“@hp.com” for HP
direct supported units). If not correctly configured, please go to the appropriate chapter in the installation
guide.
4. HP agents have access to all reseller queues. There is no need to modify parameters. In second level esca-
lations, use the reseller queue.
5. Please make sure the customer fills in correctly the comments field with the issue description.
6. Press the ‘Accept’ button.
How to access a call from the Customer
1. Login to Callme@Hp page: https://ispe4p.houston.hp.com/AgentWeb/login.aspx
2. After login, identify the corresponding call from the list and select “Assign SR”.
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How to receive a file from a customer
To receive files go to the Callme@HP customer screen, ask the customer to select the “send file” option,
or do it yourself in a Remote IPS PC Control session. Browse the IPS PC folders and select the files.
On each Remote Troubleshooting Session, always capture the Service Plot and send to the HP Division
Customer Assurance contact.
Remote Support
How to Video stream and make snapshots
Video Streaming
LX Series printers come equipped with an HP Web Cam and 5m of USB extension cable.
1. Connect the USB extension cable to the IPS PC and the web cam to the USB extension cable.
2. Click on the ‘video’ tab in the Callme@HP tool.
3. The customer must start the ‘Print Care Webcam’ application in ‘Start> All Programs’
4. Customer must select ‘Start Broadcast’.
5. The HP Support engineer must select ‘Receive video’. A video screen will open and after a few seconds it
will start to buffer the video.
Safety 795
• Note that there is around 5 seconds of delay on the video.
• Avoid video streaming and using the remote IPS PC at same time.
• To reinstall the camera software refer to page 775.
Taking snapshots
1. With the ‘Print Care Webcam’ tool activated, select the ‘Capture’ button.
2. Images can be seen in the small windows below Web Cam display.
Remote Support
3. You can transfer the pictures through the ‘send file option’. The snapshots are placed in the following path:
C:\Program Files\PrintCare\webcam\images.
How to initiate a Remote Connection
1. Login to Callme@Hp page: https://ispe4p.houston.hp.com/AgentWeb/login.aspx.
2. Select ‘Invite for a secure remote control session’ or ‘Invite for a direct remote control session’, depending
on the level of security required.
3. The customer must accept the remote connection on the chat screen.
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4. Once a remote session has started the customer’s IPS PC can be seen through window with VNC logo.
2. Select the search criteria, we recom-
mend by:
•By SR Queue
•By Queue name
•By Date
TIP: The most common searches can
be saved for later use.
5. The customer can see the VNC icon at the bottom right of the screen.
How to view the Service Plot via a Remote Connection
1. From the IPS, click on Information -> Service information and an internet explorer window is opened with
the service plot.
Remote Support
2. The customer must accept the remote connection.
3. A copy of the service plot is placed on the desktop under folder ‘Service information’.
4. Always capture the service plot and send to the HP Division Customer Assurance contact.
How to terminate a call
The Customer can cut the remote control at any time by right-clicking on the VNC icon, and selecting ‘stop
session’. The remote support engineer can terminate the session by closing the VNC window.
How to look for an old service request
1. In the HP Support application, go to ‘Advance Search’.
Safety 797
Remote Support
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9 Move the printer
• Related documents ........................................................................................... 800
• Moving the printer to the same site (no ramps, no steps).........................................801
• Moving the printer to the same site (with ramps or steps) ....................................... 802
• Moving the printer to a new site (transport temperature more than 5C/41F) ............. 806
• Moving the printer to a new site (transport temperature below 5C/41F).................... 816
Move the printer 799
Moving the Printer
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