During his Imagine event, held a few days ago in Palo Alto (California), HP has revealed the details of a new remote support service capable of solving even the worst nightmare of computer users: facing a PC that does not start and having no idea what is happening to it. The service, which will be launched on November 1, will have the capacity to diagnose and solve the problem that the equipment has so that the technicians who work on it can connect to it, see its status and solve their problems. Even if the system does not start.
To perform remote diagnosis and troubleshooting with this service, a technician, always with the user’s permission, connects with a virtual keyboard, mouse and video system, a package known as KVM, always under the system BIOS, to run diagnostic tasks and take action based on the results.
To clarify the importance of this type of support, with it the problem caused by the faulty CrowdStrike update would have been solved with a technician remotely replacing the configuration file damaged as a result of the bad update on the affected computers with another one without any failure. , remotely. And this is not the case, but I could even reinstall the entire system if necessary, to get it working again.
The objective that HP has set with this system is to be able to solve between 70% and 80% of the problems and failures of the systems that use it, without it being necessary for the equipment to have a stable operating system. . This is what differentiates it from other remote assistance systems, which require that your operating system has started successfully and is stable to access the computer.
The negative part for those who want to use this new service is that it will not be able to be used with all computers, since it will only be operational with computers with Intel vPro chips. In addition, it will be necessary to take into account that to authorize access to the system, the user of the PCs that have contracted the service will have to accept a security code. When you do, the technician can take control of it.
The service will be offered as an additional supplement to the company’s customers who purchase the HP Essential, Premium or Premium+ support packages with the purchase of any HP PC with Intel vPro. It will also be extended to other older, but compatible, HP computers in the coming months.
Initially it will be available in North America and the European Union, and will later be offered in other areas. For now Its cost will be around 12 dollars per year per teamand HP is already working on a version of the service for computers with an AMD processor. If everything goes according to the company’s plans, it would be launched during the first half of 2025.
