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What resources and services are available on Software Support Online?
HP Software Support Online is a fast, efficient way to access interactive technical support tools and account information for your HP Software solutions. With Software Support Online, you have online access to the information and tools used by HP Software support experts, such as the knowledge database for troubleshooting and product information. You can also manage your account with access to information and tools for licenses, passwords, updates, and patches.
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Why should I use Software Support Online?
Software Support Online is available anytime, from anywhere. As an HP Software user, it provides you a quick, direct link to all types of technical and non-technical information about your HP Software solutions, all in one place. In addition, calls logged via Software Support Online receive efficient handling and can be quickly routed to an expert who can address your specific issue.
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Who can use Software Support Online?
All HP Software contract customers have access to Software Support Online. Simply register on Software Support Online via HP Passport.
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What is HP Passport?
HP Passport is a "single sign-in" service that enables you to use a single user identifier and password of your choice to register with HP Passport enabled web sites. It is a web-based application that will allow you to create web profiles that simplify navigation through our web by
- Utilizing a single user name and password (of your choice) to store personal information that is required in certain portions of our web
- Providing access to a vast array of electronic support services (e.g. knowledge base, proactive notification via e-mail subscriptions, online support)
- Any information collected in prior registrations will be remembered, eliminating the need to reenter the same information
» More information on HP Passport
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How can I submit a support case online?
Logging a case online is the most efficient and effective way of detailing your problem and enables faster resolutions. The progress of the call can also be tracked.
» Submit a support case online
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How can I track a support case online?
You can track support cases that you submitted to HP online or by telephone. In addition, you can post additional comments to your open support cases, view Response Center replies, and monitor call status and history. Currently, support cases that were submitted online are available to you online indefinitely.
» More information on tracking support cases online
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How long are support cases kept on Case Manager?
Currently, support cases that have been submitted online are available to you indefinetly.
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Is there an online discussion forum for HP Software users?
Yes, a discussion forum is available for HP management software, including HP Software solutions. It is the gathering place for IT Professionals to solve problems, exchange ideas, and learn lessons from their fellow peers who also use the discussion forum. Plus, HP engineers participate in all of these forums to share their advice.
» Visit discussion forums
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What are remote support sessions?
HP offers worldwide support for the HP Software family of products. While working with you to resolve an open support incident, your HP Software support representative may determine that it is beneficial to observe and interact with you and your environment directly. HP Software utilizes an application-sharing tool that enables remote secure access to your environment through the web.
» More information on remote support sessions
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Can I login to Software Support Online using my IT Resource Center (ITRC) account login?
IT Resource Center (ITRC) account logins cannot be used on this site. Please register via HP Passport.
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» Return to FAQ main page
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How do I receive software updates?
Software updates are available to HP Software users with a support contract, by registering online. Once you register for the Software Update Manager, you will receive proactive e-mail notifications of updates. HP's Software Update Manager (SUM) puts you in control of software updates that are delivered via physical media and/or available for electronic download. SUM provides customized information that reflects your specific contractual product and information needs.
» More information on software updates
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Where can I get manuals?
Manuals for all HP Software solutions are available on the installation disk of the software you purchased. Manuals are also available online at the Software Support Online web site. In addition, manuals are available in our technical knowledge base.
» Access product manuals via Software Support Online
» Technical knowledgebase
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How can I find out what patches are available?
Patches are accessible via the Software Support Online web site, where you can search for patches by software product name and version, keyword, or patch name. You may register to receive proactive e-mail notification of patches for your selected products.
» Search for software patches
» Patch e-mail notification
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What is the HP Software license password process?
Most HP Software Products are considered "Secured" and require a "Password" or "Codeword" to unlock the software. Depending on what type of product that you have purchased from HP Software, you are required to request either a Password or Codeword. There are currently 5 password retrieval methods available:
» Retrieval via web site (WebWare)
» Retrieval via e-mail (.PDF)*
» Retrieval via fax (.PDF)*
» Retrieval via phone (.PDF)*
» Retrieval via HP Auto Pass (.PDF)*
» Important information on support registration and password process
» More information on the license password process
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What is the HP Software product version obsolescence policy?
HP Software customers who have purchased support plans deserve timely communication of HP's plans to obsolesce previous versions of our products, providing you the time required to plan the appropriate updates to your HP Software solutions. With that in mind, we encourage HP Software users to review the End Of Support guidelines. HP Software product version obsolescence process begins when a product version is removed from HP's Corporate Price List and orders can no longer be placed.
» More information on product version obsolescence |
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» Return to FAQ main page
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To download the latest version, please go to the Adobe website.
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Printable version
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