Question Summary
3. How do I solve problems on my own?
5. Why did the installation procedure ask for my contact information?
6. Why do I get the message "Synchronizing with Server"?
Questions and Answers
Question 1: What is a Support Portal?
Answer: The Support Portal is a one-stop destination for answering your computer questions and problems. It helps you diagnose and repair problems with your computer's software, hardware, networking, internet and others. The Support Portal also brings you urgent and important information from your IT help desk. Instead of performing your support actions manually, the Support Portal can automatically detect problems and perform the actions to repair them.
Question 2: What is the Support Tuner?
Answer: The Support Tuner is a Web browser plug-in that activates your Support Portal. Once you have the Support Tuner installed, the Support Portal will be able to perform automatic actions like diagnosing your computer and repairing problems.
Question 3: How do I solve problems on my own?
Answer: The Support Portal is unlike other self-service Web sites because it is activated. When you search for answers, it can return information that is only relevant to your computer system. Click on the links that best match your problem. If you click on an automatic solution button, the action will be performed automatically. To use automatic solutions, your Support Portal must be activated with the Support Tuner plugin.
Question 4: How do I get activated?
Answer: When you perform an automatic action, you will be prompted to download and install the Support Tuner plugin. The installation steps will only take a few minutes. Follow the instructions. If you are an Internet Explorer user, select "Run this program from its current location." If you use Netscape Navigator, save the file to a location you remember, then run the downloaded file from there.
Question 5: Why did the installation procedure ask for my contact information?
Answer: We respect the privacy of your contact information. The contact information is used to identify you when you request help from a support analyst. It is not used for any other purpose.
Question 6: Why do I get the message "Synchronizing with Server"?
Answer: This message means that the Support Portal is checking for the latest information and files to deliver to you. This ensures your computer always has the latest information to support you, even when you're not connected to the network or Internet.
Question 7: Why am I unable to connect to HP Instant Support?
Answer: If you are sure your proxy settings are correct, it is possible you are running Microsoft HTTP version 1.0 with basic authentication. If this is the case, you will not be able to use HP Instant Support. We suggest you upgrade your proxy server software.
Question 8: How do I get help from a support specialist?
Answer: If you cannot solve a problem on your own by browsing or searching the Support Portal, click the "Connect to Support Specialist" button. When you submit a request for help, your computer is scanned and useful information is sent to a support specialist. Based on this data, the support analyst may send you a message, perform a repair or gather additional information from your computer. You don't have to wait around while these actions are performed. You can continue working on your computer while it is being repaired. If the support specialist needs your help, you will be notified with a flashing icon, dialog box or sound.
