HP introduces a new out-of-band remediation service, allowing technicians to remotely repair machines even if they fail to boot. This groundbreaking service makes HP the first PC manufacturer to offer such capabilities. The underlying technology behind it is the KVM system, which enables remote control via a lightweight secondary processing unit on the Intel vPro platform. HP technicians can remotely diagnose issues such as failed boot, OS image corruption, or BIOS problems without requiring customer intervention (with prior customer consent via security code confirmation).
Marcos Razon, HP’s executive, aims for a 70-80% resolution rate for all reported issues through this service. Initially available in the US and Europe this year as an add-on to regular support services, it requires PCs to be Intel vPro compatible. Additionally, HP is working on a similar system for AMD CPUs expected by the first half of 2025.
TLDR: HP launches a new out-of-band remediation service, enabling remote PC repairs without the need for customer intervention, targeting a high issue resolution rate.
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