HP designjet l65500 Manuale Di Servizio

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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”.

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”.