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HP Lifecycle Service
HP Active Care User Guide
November 2020
Contents Service Overview .............................................................................................................................................. 4
Pre-requisites ................................................................................................................................................... 4
Hardware Requirements ....................................................................................................................................... 4
Device Requirements ............................................................................................................................................ 5
Care Pack Registration .......................................................................................................................................... 5
End Customer Detailed Information .................................................................................................................... 6
Company Tenant Account Creation ..................................................................................................................... 7
Partners Acting as ITDM for Customers .............................................................................................................. 8
Enrolling Devices with HP TechPulse ........................................................................................................... 9
Introduction ............................................................................................................................................................ 9
Step 1: Deploy the HP TechPulse client ............................................................................................................. 9
Step 2: Enroll Devices ......................................................................................................................................... 10
Using HP Active Care Portal .......................................................................................................................... 12
Log in to TechPulse ............................................................................................................................................. 12
Dashboard ............................................................................................................................................................ 13
Devices .................................................................................................................................................................. 14
Users .................................................................................................................................................................. 16
Incidents ................................................................................................................................................................ 17
Incident types ................................................................................................................................................... 19
Incident Cases .................................................................................................................................................. 20
Self-help................................................................................................................................................................ 28
Logs .................................................................................................................................................................. 29
Settings ................................................................................................................................................................. 30
Add or Approve Partner Management .......................................................................................................... 31
Notifications .......................................................................................................................................................... 37
Default messaging .......................................................................................................................................... 38
Help & Support ..................................................................................................................................................... 39
What’s New ........................................................................................................................................................... 40
Appendix .......................................................................................................................................................... 41
HP TechPulse Windows Application (Setup.exe) .............................................................................................. 41
HP TechPulse Windows Application (MSI Installer) .......................................................................................... 41
Uninstalling the HP TechPulse Windows Application ...................................................................................... 42
Uninstalling manually .......................................................................................................................................... 43
Uninstalling the HP TechPulse Windows Application (Setup.exe) with System Center Configuration Manager (SCCM) ................................................................................................................................................... 45
Uninstalling the HP TechPulse Windows Application (Setup.exe) with Group Policy .................................. 46
Additional Information................................................................................................................................... 48
Gathering the HP TechPulse Windows Application logs (HP report logs) ..................................................... 48
Client enrollment command line parameters .................................................................................................. 49
Service Overview HP Active Care is a Next Business Day Care Pack that uses the most practical predictive alerts from HP TechPulse and auto-case creation to enhance the Next Business Day onsite repair customer experience1,2.
This service is intended for:
• SMB Enterprise/Direct with an ITDM managing a small company
• Channel Partner managing multiple mid-level fleets
• SMB with internal IT
Pre-requisites There are a few HP Active Care pre-requisites that must be satisfied to benefit from the service:
• Hardware requirements
• Device requirements
• Care Pack registration
• End-user detail information
• Company tenant account creation
Partners must follow a subset of the requirements that they need to follow to manage the devices on behalf of a company.
Hardware Requirements HP Active Care will be available on most commercial PC products including:
• Notebooks
o ZBook Workstations
o EliteBooks
o ProBooks
o 200-300* Series
• Desktops
o Z Workstations
o EliteDesk
o ProDesk
o 200 Series Microtowers*
Note: *These devices do not have the HP TechPulse persistence (pre-installed). HP TechPulse client will need to be downloaded and installed.
Device Requirements HP Active Care devices must:
• Be an HP-manufactured PC shipped on or after January 1, 2018. Shipping information will be provided on the invoice the customer receives either directly from HP or our Partners.
• Be an HP-manufactured PC running Windows 10 version 1703 or higher. Windows Pro, Enterprise, or Education editions only; this feature does not support Windows 10 Home editions.
Note: This feature only supports the HP TechPulse Windows Application (Setup.exe) version 3.20.495 and above.
Care Pack Registration The HP Active Care Pack must be registered.
If the electronic Care Pack is purchased with the hardware, the Care Pack will be automatically registered and the ITDM or Partner will receive an email with the documentation that appears as below:
HP Active Care will be auto-registered if the following fields are captured on the order:
• Hardware SKU & Serial Number
• Compatible Care Pack SKU
• Quantity Match of HW and Care Packs on the same order
• End Customer detailed information, as noted below in the section End Customer Detailed Information.
Note: If you already have an HP Active Care account created on HP TechPulse, sections End Customer Detailed Information and Company Tenant Account Creation will no longer apply, as the tenant has already been created. New registrations will simply add more devices to your existing HP Active Care account.
End Customer Detailed Information You should order HP Active Care at the same time as the hardware and in the exact quantities with the
following mandatory information included:
• End Customer Name
• Address, Phone Number
• Email of the person identified as the ITDM or Partner accessing the TechPulse Portal for this customer
If Active Care is purchased separately from the hardware, the care pack must be registered either by the customer or by the Partner acting on behalf of the customer. This service is not deliverable unless the service has been registered correctly. The service date of the HP Care Pack starts at the date of the
hardware purchase unless updated by Partners through their registration processes.
If hardware and HP Active Care Pack are not purchased at the same time, the information will need to be provided to HP to register the HP Care Pack at the time of HP Active Care registration and include the following:
• Hardware SKU and Serial Number
• Compatible Care Pack SKU
• Quantity match of Hardware and Care Packs
• End Customer Detailed Information including EMAIL of PERSON IDENTIFIED for TECHPULSE PORTAL ACCESS
If Partner or ITDM has not ordered a Care Pack at the same time as hardware and the devices are not automatically registered, the following link can be used to register devices:
Partners use this GCSN login page at the URL: www.hp.com/Partners/csn
Direct Customers should be automatically registered via the order details above. If this is an exception to that process, the following auto-generated email will be used to register the devices:
The Customer is provided a custom link and activation number to register the HP Active Care – Care Packs. Once the devices are registered, the same confirmation email with the certificates’ links will be provided as above.
Company Tenant Account Creation After HP Care Packs are registered, the company tenant to which the devices are registered will be created
by HP, and a welcome email will be sent to the primary contact/ITDM. If the company tenant has already been created – existing accounts do not receive a welcome email.
After you create your HP account login, a second getting started email will be sent with a link to this document for further instructions.
See Enrolling Devices with HP TechPulse.
Note: If you do not receive the “welcome” or “getting started” emails, check junk or spam email folders.
The following company information will be specified in the email:
1. Service (HP Active Care)
2. Customer ID (a unique number assigned by HP TechPulse for internal usage)
3. Primary Account Owner (primary user or ITDM)
4. Your Business Partner (your company’s Partner, if applicable)
Partners Acting as ITDM for Customers For Partners acting as an ITDM for their Customers, please follow steps in the sections Care Pack
Registration, End Customer Detailed Information, and Company Tenant Account Creation utilizing either manual onboarding or persistent onboarding process, depending on the types of devices purchased and managed. Then, see Settings for more information on linking customer accounts to a partner account.
Enrolling Devices with HP TechPulse
Introduction This section outlines the steps to enroll devices and start using HP Active Care powered by HP TechPulse.
Note: The HP TechPulse client is the software required on all HP Active Care devices that communicate with the secure HP TechPulse servers. If HP TechPulse is not correctly deployed on a device, HP Active Care will not be able to gather the required data and receive proactive alerts.
Step 1: Deploy the HP TechPulse client To automatically enroll Windows devices to HP Active Care powered by HP TechPulse, due to the small
size of the average HP Active Care customer, we recommend manual HP TechPulse client installation. Situations can be different for individual customers thus, we provide other HP TechPulse client installation methods, as well. Please choose the method that best applies to you and your company.
Note: If your company uses the persistent HP TechPulse client, please skip to section Step 2: Enroll Devices. At the point of purchase, a selection is made on the order to provide the customer with a device that either has persistence embedded on the device for the TechPulse Client, or a selection is made NOT to have persistence. This service requires that persistence be available if customers would like to enable the service.
Client installation Manual install (recommended for most HP Active Care Customers if the persistent client is not used). If you have a small fleet (fewer than 25 devices) and would like to install the HP TechPulse client manually on each device:
1. Download one of the two types of installers for the HP TechPulse Device Software for Windows from https://www.hpdaas.com/software.
a. Download the HP TechPulse Windows Application (Setup.exe) by clicking the Download button next to HP TechPulse Windows Application and selecting Setup.exe from the dropdown. A setup.exe file will be downloaded. See the HP TechPulse Windows Application (Setup.exe) section in the appendix for details about the Setup.exe file.
b. Download the HP TechPulse Windows Application (MSI Installer) by clicking the Download button next to HP TechPulse Windows Application and selecting MSI from the dropdown, a zip file named “HPTechPulse.zip” will be downloaded. See the HP TechPulse Windows Application (MSI Installer)
section in the appendix for details about the HPTechPulse.zip file.
2. Once downloaded, save the file to a thumb drive or equivalent.
3. Place the thumb drive in the USB slot of the target device.
4. Simply run the executable or MSI installer to install the client.
For larger fleets or ITDMs with an advanced company IT infrastructure (25 or more devices), use:
• Active Directory or System Center Configuration Manager (SCCM). If you are deploying the HP TechPulse client with Active Directory Group Policy or SCCM, follow the instructions in the HP TechPulse Device Software Deployment Guide.
• Windows 10 Custom Image. If you are deploying HP TechPulse client as part of a Windows 10 Custom Image, follow the instructions in the HP TechPulse Device Software Deployment Guide.
Deploy the HP TechPulse Windows Application
1. Download the HP TechPulse Windows Application (Setup.exe). For help, see the Client installation.
2. Install the HP TechPulse Windows Application using the following command:
setup.exe /silent ZTEMODE=0
3. If installing the HP TechPulse Windows Application in a Windows 10 Custom Image, start the device with the Reference Image to Audit Mode and install the HP TechPulse Windows Application using the setup.exe /silent ZTEMODE=0 command, then capture the Reference Image.
4. The HP TechPulse Windows Application will be silently installed and will await enrollment once installed. Once the device status changes to Ready on the Pending Enrollment tab and the device has internet connectivity, it will automatically enroll to HP TechPulse.
5. If the device was powered on prior to the device status changing to Ready on the Pending Enrollment tab, the HP TechPulse Windows Application will re-attempt enrollment every 24 hours or upon device restart.
Persistent client If the persistent HP TechPulse client is available in your region and for your devices, the devices will ship
from the factory with TechPulse enabled if selected via the AV portion of the Hardware configuration. You must choose this feature to “on” if you would like to have persistence shipped on any hardware for TechPulse and Active Care. The devices automatically enroll in HP Active Care when the end-users log in
and connect to the internet. In this scenario, skip to section Step 2: Enroll Devices.
Please reach out to your HP representative to see if this feature is available in your region.
Step 2: Enroll Devices Pre-requisite The ITDM of the company or Partner managing the HP Active Care fleet of devices will need to log in to their HP TechPulse account to ensure that the devices are ready to enroll. To do this:
1. Navigate to www.hpdaas.com
2. Log in with your HPID credentials you set up earlier
3. Go to Devices > Pending Enrollment. The devices should show a status of Ready.
a. If they are still Validating, please wait one business day before attempting to enroll the devices.
b. If they are in a state of Error, please check the logs and potentially contact HP Support for assistance with any troubleshooting.
WARNING: If the status of the device does not display as Ready in the Pending Enrollment tab, the devices will not enroll to HP TechPulse.
Enroll After any of the methods are used to install the HP TechPulse client onto the device(s) or the client is already pre-installed (persistent), all the devices will automatically appear on the customer’s dashboard when the end-user logs on the device while connected to the internet. At which point the device will be enrolled in HP Active Care.
Portal Support If you are having trouble with HP TechPulse portal itself, such as unsuccessful enrollment, reach out to your business Partner or HP Support. To identify your proper HP Support contact, please sign into
www.hpdaas.com and view the Help and Support page or send an email to the proper regional support
email address in the below table.
Note: These are not contact email addresses for device Customer Support. This information will be available in the HP Active Care registration information packet and refer directly to your contact channel for your country or region. Again, these email addresses are for HP TechPulse portal support and not the device support.
Region HP Support Email Address United States [email protected] Canada [email protected] Latin America [email protected] Europe, Middle East, Africa [email protected] China [email protected] Japan [email protected] India [email protected] Australia, New Zealand, Malaysia, Philippines, Singapore
Using HP Active Care Portal
Log in to TechPulse HP Active Care is powered by and runs on the HP TechPulse platform. Users will exclusively use this portal as the central hub of HP Active Care activities, such as incident management and case creation.
1. To log in to the HP TechPulse portal, use the credentials created via HPID in the welcome email. Navigate to www.hpdaas.com (eu.hpdaas.com for European users) and click Sign In.
2. Use your HPID login and password information to sign in to the portal.
Dashboard After successfully logging into the HP TechPulse portal, you will first see the Dashboard. The Dashboard is the central location where you can easily view the critical and essential information on your HP Active Care fleet, such as:
• Total daily critical incidents
• Battery replacement status summary
• Hard drive replacement status summary
• Thermal health
• BIOS health
To drill down into the data presented on the widgets, click View Details (or similar), if available. On the
Critical Incidents widget, click Incidents to view more details.
Additional ITDM creation and assignment
Note: This step is highly recommended.
Once logged in for the first time, we recommend creating at least a second ITDM profile. The other user(s) will manage the account in case the first ITDM loses access for any reason.
1. Go to Users page.
2. Click Add.
3. Click Manually and then click Next.
4. Add the new user’s information, including IT Admin role. Check Notify users by email box.
5. Click Add to create the user and send them a notification email.
After the user(s) has been added, they will receive a “Welcome to HP TechPulse” email with instructions on creating their HPID account and how to log in to view their HP Active Care account. Once complete, they will have the same access as any other ITDM, including case creation and dashboard views.
Devices To view and manage the devices in your fleet, click Devices on the left-hand menu.
You will see a list of all the devices, their enrollment status, and other columns with pertinent information (such as serial numbers and activity status). To export a copy to an excel format, select devices, and click the EXPORT button that appears after the selection.
To view individual device details, click on a device serial number.
Device details include:
• Hardware details (battery and hard drive)
• BIOS
• Location (if enabled)
• Incidents related to this device
You can toggle additional filters and data on or off, including the device’s warranty status.
If there is an active incident for this device and that incident type can have cases created for it, the Create a Case button is visible. Click on that button and fill out the prompts to send a case to HP Customer Support for rapid resolution. See the Incident Types section of this document for more information on which incidents can have cases created, and see the Incident Cases section for more information about the
cases.
Users To view and manage the company users who have access to the HP TechPulse portal, click Users on the left-hand menu.
You will see a list of all the users and their email addresses and columns with other pertinent information.
To view user details, click on the user’s name.
User details include:
• Name
• Email address
• Device(s) assigned to that user
Incidents To view and manage incidents, click Incidents on the left-hand menu.
You will see a list of all incidents and their status and columns with other pertinent information.
To see specific incident details, click on the incident ID. Incident details include:
• Device
• Priority
• Incident state
• Incident description
• Incident time of occurrence
If an HP Customer Support case has been created for this device, additional information will be visible about the case, such as Case Status and Case Number. See Incident Cases section for more information.
Incident Types HP Active Care can create four types of incidents. Of these, only two can have cases instantly created with HP Customer Support. These incidents are listed in the table below:
Incident Incident created? Create a case? Provide self-help links and instruction?
Predictive HDD failure
Yes Yes No
Predictive battery failure
Yes Yes No
Thermal grading Yes No Yes Critical BIOS update
Yes No Yes
Predictive HDD failure A disk replacement incident for devices:
• Is triggered for a given device if a disk has already failed or will either fail or cause a poor user experience within the next thirty days.
• Is only created for all desktop and notebook devices with hard disk drives, solid-state drives, and/or NVMe drives.
• Leverages many S.M.A.R.T parameters and the predictive model to predict the disk’s life for hard disk drives and solid-state drives.
• Leverage NVMe parameters for providing the health of NVMe drives.
• Is automatically closed if the disk returns to a non-failed state.
Predictive battery failure A battery replacement incident for devices:
• Is triggered for a given device if a battery has already failed or will either fail or cause a poor user experience within the next thirty days.
• Is only triggered for HP notebooks that have an HP proprietary battery.
• Is automatically closed if the battery returns to a non-failed state.
• Detects when a battery is changed.
• Provides information on battery serial number, battery warranty status, and CT Number.
Thermal grading One of the major concerns of notebooks is heat disposition. The purpose of the thermal grading incident is
to detect when a device may need service to prevent a thermal incident and extend the device’s life.
On devices with Microsoft Windows operating system, TechPulse correlates thermal data spanning multiple days across multiple sensors (such as all CPU processors, fan, and system) to categorize the device as OK or needing maintenance. Although HP Active Care collects thermal data for batteries and disk sensors, these data are not currently utilized for thermal grading.
A thermal incident of a device:
• Is triggered for a given device if the device is categorized as needing maintenance.
• Is updated for an existing incident if the device continues to need maintenance on subsequent days after the initial incident is created.
• Is automatically closed if the device goes back to the OK category.
• Since TechPulse considers only all processors (CPUs), fan, and system sensors, a device in the maintenance category will require cleaning the device by checking vents for blockage.
Critical BIOS update A missing BIOS update incident:
• Is triggered if the BIOS version on an HP device is older than HP’s latest BIOS version.
• Is available for devices on Microsoft Windows operating system.
• Is automatically closed as “Fixed” if the number of devices with critical missing BIOS updates goes to 0.
The critical BIOS out-of-date incident informs ITDMs that one or more of their fleet’s devices are critically out of date. The incident text will be formatted as follows:
"A critical BIOS update is missing on {count} device(s) belonging to Device Platform ID {platform id} across {model 1}, {model 2}, … {model n}."
The incident priority is defined as follows:
• Low if 10 or less devices are impacted
• Medium if 11-100 devices are impacted
• High if 101-1,000 devices are impacted
• Critical if 1,001 or more are impacted
Note: If the total BIOS incident count increases based on the thresholds defined above, the incident shall increase priority. The same logic is applied if the total BIOS incident count decreases.
Incident auto closure logic: If the number of devices with critical missing BIOS updates goes to 0, the incident will be closed and marked as “Fixed.”
Incident Cases A case in HP Active Care is when a TechPulse incident is escalated to HP Customer Support for a part
replacement. Cases can be created only for specific types of incidents. See Incident Types for the types of incidents that can create cases.
There are two ways to create a case from a valid incident:
• From the device details on which that incident was created
• Directly in the incident details
Create a case from device details Navigate to the Device Details page and click the Create a case button inside the Support Options card.
This will open a brief series of pop-up windows that the ITDM will need to finalize before the case
information is sent to HP Customer Support. This option allows the ITDM to create a case for every valid open incident on that device at one time.
Create a case from incident details Navigate to the Incident Details page and click the Create a case button inside the Support Options card.
This will open a brief series of pop-up windows that the ITDM will need to finalize before the case information is sent to the HP Customer Support.
Creating a case 1. Issue: View information on the issue and the confirm device. Additional issues or comments are
optional and can be added here to send to HP Customer Support.
2. Send to a Location: Either use a saved/default address, create a new one, or send a request to the end-user to enter their address and contact information. If the ITDM selects Request Location from End User, the user will receive a pop-up notification through the HP TechPulse client that they will need to input their contact information to have this case created. See the
3. Notifications section.
4. Review and Submit: Confirm details entered and send it to HP Customer Support. After the case is sent, a new card will be visible in the incident details – Case information, which has information on case ID, case status, created time, location, and contact. Case ID and case status will update as needed from HP Customer Support.
You can also quickly note the status in the Device Details page if a case is open for that device.
When a case is closed, the related incident will automatically close within a few hours. The device status will return to Healthy.
Self-help A self-help incident in HP Active Care is when an HP TechPulse incident is created but not eligible to be escalated to the HP Customer Support for a part replacement. Self-help incidents can be created only for specific types of incidents. See Incident Types section for the types of incidents that are for self-help.
Self-help in HP Active Care refers to an incident that may require the ITDM to update or resolve an issue with a device either by themselves or by working with the end-user. These incident types can be set to send the user notification through the TechPulse client on their device to resolve the issue. Localized default values for these notifications and URLs are provided by default. For more information, see the
Notifications section.
Additional support for non-TechPulse generated issues such as typical Hardware support will be found by contacting your local partner or HP Customer Support via the links provided on your care pack registration certificates. Local contact information and hours are provided in that certificate along with details outlining all the coverage provided on your care pack as well as a datasheet link and country-specific Terms and Conditions.
Logs The logs list is where you will view all logs that are applicable to your company. To view logs, click Logs on the left-hand menu.
You will see a list of all the logs, their occurrence time, type, subtype, and columns with other pertinent information. To see the full description of a log, click the arrow (“>”) next to the left of an entry.
Settings All company options are managed through the device list. Click Settings on the left-hand menu to view your settings.
You will see various tabs with company information and settings available.
Fields with a pencil (edit) icon on the right can be edited.
The Settings page contains the following tabs:
Tab Description
Overview General company and administrative information
Locations Saved company locations
Preferences More specific lower-level settings
Subscriptions HP Active Care information (if applicable)
Assigned Partner Partner information
Notifications Device desktop notification settings (see Notifications section for details)
Add or Approve Partner Management Company ITDMs for HP Active Care can either manage their accounts or have a partner manage incidents and cases for them.
As a company ITDM 1. To add a partner to manage incidents and cases, click the Assigned Partner tab on the company
Settings page.
2. On the Assigned Partner tab, the ITDM can see if a partner is already assigned to manage the incidents and cases. If there is no partner assigned, the ITDM should click the + sign to search for a partner to manage.
3. After clicking the + sign, the company ITDM can select a partner to invite to manage on their behalf from the dropdown list or search by name for a partner.
4. Once the partner is selected, the system displays the partner’s full information and provides the option to select INVITE to send an invitation to manage their account. HP TechPulse will notify the partner once the invitation has been successfully sent.
5. Once the invitation is sent, the invited partner will be notified of the request to manage the customer
and HP TechPulse will display the name of the invited partner on the Assigned Partner tab.
6. Once the partner accepts or declines, the status will update accordingly.
If the invited partner declines to accept, the company ITDM can then choose another partner from the list or remain self-managed.
As a partner ITDM A partner can invite a company to allow Partner Management of their account through the Partner portal on HP TechPulse by selecting Companies.
1. Click Add at the top of the Companies page.
Partners can create a new company (if the partner is onboard authorized) or invite an existing company to be partner managed.
2. Next, enter the exact Customer ID of the company tenant account and click INVITE.
3. Once invited, the company will be displayed in the partners Company list as Awaiting Customer.
4. If the customer accepts (or declines) the invitation to be managed, the status will update.
5. The invited company will receive a notification through HP TechPulse that a partner has invited them to be managed.
6. The company ITDM will have to approve the partner invitation before the partner will have access to manage the incidents and cases.
7. Once the Company ITDM approves the partner request, HP TechPulse will notify the partner of their acceptance, and the partner will now be displayed as the assigned partner on the Assigned Partner tab of the customer’s company settings.
Notifications The end-user device notifications for your fleet are managed through the Notifications tab. There are two toggles:
• Allow Service Location Requests
Allows ITDM option to request contact information from the end user for creating a case.
• Self-Service Alerts
Allows the ITDM to give notifications to the end user to solve an issue themselves.
If Self-Service Alerts is enabled, an additional set of options will be available. These options will allow the ITDM to set which incident types will trigger end-user notifications and select the contents therein.
Click the “pencil” edit icon to adjust the notifications for an incident type. A new window will pop-up where an ITDM can enable or disable the Self-Service Alerts, reset default HP values, or edit the field(s) for text and the URL (if applicable).
Click SAVE and the changes will be saved.
Default Messaging HP Active Care provides the default values for the valid incidents. The case-creating incidents only require location and default values cannot be changed.
Case-creating incidents (predictive HDD failure and predictive battery failure) Because it is always a location request, the case-creating incidents don’t provide specific information to the end-user.
Text: Your <DEVICE PART> has been found to need replacement and <COMPANY NAME> is reaching out to you for a service location. Click “View” to see the request and the details about the incident.
Thermal grading Text: Temperatures inside your device are reaching high levels. Prevent overheating by ensuring adequate ventilation around the computer, the fan vents are clean, and the BIOS is up to date. Click "View" to open the HP support page to help mitigate the thermal issues in your device.
URL: https://support.hp.com/us-en/document/c01657439
Cancel text: The temperature inside your device has returned to normal; the thermal incident reported has been closed and is no longer signaling an alarm. For questions, please reach out to your IT administrator.
Critical BIOS update Text: Your device’s BIOS firmware is out of date. Updating the BIOS is recommended as standard maintenance and can resolve several device issues. Contact your IT administrator with questions or click "View" to open the HP support page to for BIOS update instructions.
URL: https://support.hp.com/us-en/document/c06379873?jumpid=reg_r1002_usen_c-001_title_r0003
Cancel text: Your device’s BIOS firmware is now being reported as up to date. For questions, please reach out to your IT administrator.
Help & Support For more information on or to request help with the HP TechPulse client, click Help & Support on the left-hand menu.
What’s New To view updates to the HP TechPulse client, click What’s New on the left-hand menu.
Appendix
HP TechPulse Windows Application (Setup.exe) Deploying the Setup.exe causes the HP TechPulse Windows Application to:
1. Install the HP TechPulse package including the VC++ Redistributable.
2. Download and install the HP Touchpoint Analytics package, including the HP Touchpoint Analytics – Dependencies package, and the HP TechPulse Updater Windows Task Scheduler task.
The HP TechPulse Windows Application (Setup.exe) consists of the following separate installation packages, with each package having its own independent version, pre-requisites (as visible in the
Add/Remove programs on a Windows device), and a Windows Task Scheduler task:
Package Name Prerequisites Download Package Size (MB)
HP TechPulse • VC++ Redistributable 14.0.24212.0 (Installed by the HP TechPulse package)
• .NET Framework 4.5 or backward compatible higher version (Included in Windows 10 and Windows 8.1, required install for Windows 7 SP1)
~30
HP Touchpoint Analytics Client (Installed by the HP TechPulse package)
HP Touchpoint Analytics – Dependencies (Installed by the HP Touchpoint Analytics package)
~35
HP TechPulse Windows Application (MSI Installer)
The HP TechPulse Windows Application MSI Installer is primarily for Customers who want to conserve network bandwidth.
The VC++ Redistributable (x86), VC++ Redistributable (x64), and the HP Touchpoint Analytics Client - Dependencies packages must be installed first, followed by the HP Touchpoint Analytics Client package and finally the HP TechPulse package. If the packages are installed in this order, the HP Touchpoint Analytics Client package will not be downloaded from the internet during initial deployment of HP
TechPulse Windows Application.
The HP TechPulse Windows Application (MSI Installer) consists of the following separate installation packages, with each package having its own independent version, pre-requisites (as visible in the Add/Remove programs on a Windows device), and a Windows Task Scheduler task:
WARNING: For devices that are already enrolled to HP TechPulse using the HP TechPulse Windows
Application (Setup.exe), do not deploy the HP TechPulse Windows Application (MSI Installer) to those
devices.
Package Name
Prerequisites
Package Names
Package Size (MB)
HP TechPulse1 • VC++ Redistributable 14.0.24212.0 (x86)
• .NET Framework 4.5 or backward compatible higher version (Included in Windows 10 and Windows 8.1, required install for Windows 7 SP1)
HPTechpulse.msi ~10
HP Touchpoint Analytics
Client1
VC++ Redistributable 14.0.24212.0 (x64)
HPTouchPointAnalytics.msi ~17
HP Touchpoint Analytics
Client - Dependencies1
None HPTouchpointAnalyticsDependencies.msi
~12
VC++ Redistributable 14.0.24212.0 (x86) and
above1
Version 14.25.28508.3 included in HPTechPulse.zip file.
None vc_redist.x86.exe ~14
VC++ Redistributable 14.0.24212.0 (x64) and
above1
Version 14.25.28508.3 included in HPTechPulse.zip file (cannot be installed on 32-bit OS)
None vc_redist.x64.exe ~14
.NET Framework 4.5 or backward compatible higher version (Only required for Windows 7 SP1)
None NDP452-KB2901907-x86-x64-AllOS- ENU.exe
https://dotnet.microsoft.com/downlo ad/dotnet-framework/net45
~67
1 Included in the HPTechPulse.zip file.
Uninstalling the HP TechPulse Windows Application This section contains instructions on how to remove the HP TechPulse Windows Application from a Windows device in one of three ways:
• Manually
• System Center Configuration Manager (SCCM)
• With a Group Policy
Important Uninstalling will unenroll the device from HP TechPulse. The device must have Internet connectivity for unenroll to complete.
Uninstalling Manually 1. Click the Windows “search” icon, type “Control Panel,” and click to open.
2. Click Programs and Features.
3. Locate and click HP TechPulse, then select Uninstall.
4. From the Uninstall wizard, click Remove.
5. The Wizard will uninstall and unenroll the device from HP TechPulse.
6. When the dialog displays Uninstall Complete, click Close to exit the uninstall wizard.
Troubleshooting: “Unenrollment failed” error when uninstalling If you receive the “Unenrollment failed” message, ensure that the device is connected to the internet.
Uninstalling the HP TechPulse Windows Application (Setup.exe) with
System Center Configuration Manager (SCCM) This section describes how to uninstall the HP TechPulse Windows Application from Windows® devices using System Center Configuration Manager (SCCM).
Important For the client devices to unenroll successfully, the devices must be connected to the Internet.
Note: These instructions are based on Microsoft (MS) SCCM v.1902. If you are using a different version of System Center, the steps may be slightly different.
1. Create a network share as the content location for the uninstall.cmd batch file.
2. An existing application deployment for the HP TechPulse Windows Application has been created in SCCM.
Creating a batch script for Uninstall 1. Using a text editor (such as Notepad++ or Notepad), open the uninstall.cmd file provided by your HP
Proactive Management support contact.
The uninstall.cmd file contains the following information:
start “”/wait “%PROGRAMFILES(x86)%\InstallShield Installation
Information\{24CB35EB-F445-4061-8C3A-67D5631996C5}\setup.exe”
-remove -silent exit /B %ERRORLEVEL%
2. Place the uninstall.cmd file on the network share created earlier.
Loading uninstall script for Application 1. Select the “Application” you created earlier for deploying the HP TechPulse Windows Application and
click the Deployment Type tab.
2. Right-click the “Deployment Type” you created earlier and select Properties.
3. Click the Programs tab.
4. Click the Browse button to select the uninstall.cmd file on the network share.
5. Click OK to apply the changes to the Deployment Type.
6. Right-click the “Application” and select Properties.
7. Click the Content Locations tab.
8. Select the distribution point and click the Redistribute button.
9. Right-click the “Deployment Type” and select Update Content.
10. When prompted whether you want to refresh content for the deployment type, click Yes.
Creating a deployment with Action set to Uninstall If there is already an existing deployment with the Action set to Install, you must delete the deployment
before you can create a deployment targeting the same Collection.
1. With the Application selected, click the Deploy button.
2. Click Browse and select the “Collection” to target, and then click Next.
3. Ensure the distribution points you want to distribute the content to are in the list, and then click Next.
4. Set the Action to Uninstall, and then click Next.
5. Select the desired “Uninstall Deadline,” and then click Next.
6. Select Hide in Software Center and all notifications for User notifications.
7. Set the desired Threshold for failed removals, and then click Next.
8. Review the deployment settings, and then click Next.
9. When the completion screen is displayed, click Close.
10. The uninstall script will be distributed to devices in the target collection, and the HP TechPulse Windows Application will be uninstalled and unenrolled after running the script.
Uninstalling the HP TechPulse Windows Application (Setup.exe) with
Group Policy This document describes how to uninstall the HP TechPulse Windows Application from Windows® devices using Group Policy.
Important For the devices to unenroll successfully, the devices must be connected to the Internet
Creating a batch script for uninstall 1. Download the uninstall.cmd file provided by your HP Proactive Management support contact. The
uninstall.cmd file contains the following information:
IF EXIST "%PROGRAMFILES(x86)%\InstallShield Installation
Information\{24CB35EB-F445-4061-8C3A-
67D5631996C5}\setup.exe" (start ""/wait
"%PROGRAMFILES(x86)%\InstallShield Installation
Information\{24CB35EB-F445-4061-8C3A-67D5631996C5}
\setup.exe" -remove -
silent exit /B
%ERRORLEVEL%)
2. Copy the uninstall.cmd file to the Active Directory (AD) Domain Controller.
Creating a Group Policy Object Follow these steps to create a Group Policy Object to uninstall the HP TechPulse Windows Application:
1. To open the Group Policy Management console, type gpmc.msc at the command prompt on the Active Directory (AD) Domain Controller.
2. Select “Create a GPO in this domain and Link it here….”
3. Name the Group Policy Object “Uninstall HP TechPulse Windows Application”.
4. Select Computer Configuration > Windows Settings > Scripts (Startup/Shutdown) >Startup.
5. In the Startup Properties dialog box, select Show Files.
6. Copy the uninstall.cmd file into the folder.
7. In the Startup Properties dialog box, select Add, browse and select the uninstall.cmd file.
8. To exit the dialog box and apply the settings, click OK.
The client computer receives the Group Policy update during the next refresh interval. When the client computer restarts or starts up, the “Uninstall HP TechPulse Windows Application” Group Policy object is applied, and the device is automatically unenrolled from HP TechPulse.
Removing devices enrolled using Automatic Enrollment with Serial Number To remove devices which were enrolled to HP TechPulse using the Automatic Enrollment with Serial
Number method, you must follow the instructions below:
1. Sign into HP TechPulse with the IT Admin Role.
2. Go to Devices > All.
3. Select all devices to be removed and click Remove.
4. Follow the instructions above to uninstall the HP TechPulse Windows Application from all devices.
Additional Information
Gathering the HP TechPulse Windows Application Logs (HP report
logs) To troubleshoot device enrollment or connectivity problems with the HP TechPulse Windows Application, you may need to send the HPreport logs to your HP Service Expert or Business Partner.
Follow the steps below to collect the HPreport logs:
1. On a device which has the HP TechPulse Windows Application installed, launch an Administrator command prompt and navigate to C:\Program Files (x86)\Hewlett-Packard\HP Touchpoint Manager\Tools.
2. Run the “HPreport” tool with the following command:
hpreport /get
3. After the tool runs, the tool will place a zip file in the C:\ root directory with a filename like “HPREPORT- ########-######.ZIP”.
4. Send this zip file to your HP Service Expert of Business Partner for further troubleshooting.
Important Case is optional for all command line options.
Client Enrollment Command Line Parameters
Switches
Default value
Example
Scenario
CPIN 0 setup.exe CPIN=XXXXX
To bulk enroll using Company Wide Pin
ZTEMODE 0 setup.exe ZTEMODE=0
To bulk enroll using Serial Number
HIDETRAY False setup.exe HIDETRAY=True
To hide the HP TechPulse system tray icon and all notifications.
• No warning for domain mismatch
• No Agree/Disagree dialog for domain mismatch
• Tray icon will not be visible, but will be running in task manager
SILENT setup.exe /silent CPIN=xxxxxx
Silent installs must be used in conjunction with the CPIN switch.
Install Shield
switches to
collect
installer log
setup.exe /debuglog"C:\PathToLog\s etupexe.log"
To generate Setupexe log and setupMSI logs.
©Copyright 2020 HP Development Company, L.P. The information contained herein is subject to change without notice.
1 Service levels and response times for HP Care Packs may vary depending on your geographic location. Service starts on date of hardware purchase. Restrictions and limitations apply. For details, visit www.hp.com/go/cpc. HP services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product. 2 Internet access with connection to Tech Pulse portal is required. For full system requirements, please visit
http://www.hpdaas.com/requirements
HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.
4AA7- 8824ENW, November 10, 2020
