HP Device Health & System Health Apps - Security White Paper

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Table Of Contents

HP System Health Apps

& Device Health -

Security White Paper

Contents

Introduction ............................................................................................................................................. 2

Key Benefits ............................................................................................................................................. 2

HP System Health Apps/Device Health Components ...................................................................................3

Platform Architecture .............................................................................................................................. 3

Data Collection Flow ................................................................................................................................ 5

Data Security ........................................................................................................................................... 5

Qualifying Devices .................................................................................................................................... 6

Appendix – Frequently Asked Questions .................................................................................................. 7

Summary of content (10 pages)

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HP System Health Apps & Device Health Security White Paper Contents Introduction ............................................................................................................................................. 2 Key Benefits............................................................................................................................................. 2 HP System Health Apps/Device Health Components ...................................................................................
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Introduction To enable faster resolution of device issues and simplify the problem diagnosis for customers with printers and MFPs not under a managed print contract, HP has extended its Smart Device Service (SDS) platform to some of its Enterprise and SMB printers. This whitepaper defines the capabilities of the System Health Apps & Device Health, how they communicate data to HP’s cloud, how that data is stored, and how these capabilities leverage the broader SDS ecosystem.
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This generally leads to faster issue resolution and fewer visits to resolve the issue. Figure 1: Note: System Health Apps and Device Health icons will not be visible to end users in most enterprise environments. This representation shows their relationship. System Health Apps resides on the device. It is responsible for connecting the device to HP cloud services and exposing available HP cloud-based applications. Device Health is one of these cloud-based applications.
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The following illustration (Figure 2) shows a common model of how Device Health and HP Smart Device Service communicate with printers.
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Data Collection Flow 1. 2. 3. 4. Device intermittently pings the SDS Cloud to inquire if there are any work requests SDS Cloud responds with a telemetry data collection work request Device responds to the work request by uploading the telemetry data to the SDS Cloud HP Support retrieves telemetry data for the device from the SDS Cloud to provide support to customers 5.
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After device deactivation, customer and device telemetry data is only held in the HP SDS data stores and is not visible outside HP. To ensure the security of device data, HP cloud platform uses secure AES-256 encryption for data at rest. Qualifying Devices System Health Apps simplifies the process of connecting the device to HP cloud services. It is a firmware delivered capability. It was released on FutureSmart (firmware) version 4.11.
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Appendix – Frequently Asked Questions 1. Q: What are System Health Apps and Device Health? A: System Health Apps is a new, extensible control panel application included as part of FutureSmart printers running 4.11 firmware or later. When launched, System Health Apps displays currently provisioned cloud-based diagnostic and troubleshooting applications to the user. As of 2020, System Health Apps is only available on devices with a touch screen control panel of 4.3” (10.9 cm) or larger.
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http://crl3.digicert.com/ssca-sha2- g6.crl http://crl4.digicert.com/ssca-sha2-g6.crl. 6. Q: What version of TLS (Transport Level Security) is used by System Health Apps/Device Health A: This solution utilizes TLS version 1.2 or above end to end as appropriate. 7. Q: Does HP System Health Apps & Device Health require the EWS password for data collection or to send telemetry to the HP cloud? A: No 8.
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Enabling System Health Apps any time after initial device set up from the control panel or remotecontrol panel takes roughly 1 to 2 minutes – after that, no effort is required. Set up can also be done from the device’s embedded web server. HP is investigating a utility to automatically set up multiple printers. End users generally would not be expected to interact with these controls unless they were also responsible for the printer’s support. 14.
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machine level data is collected. This telemetry is collected for the purpose of identifying the root cause of any printer issue a customer may contact HP for help resolving. The telemetry data collected includes things like FW version, FW revision, and FW date code, serial number (to associate the device with the telemetry) consumables levels, event logs, page counts, and subsystem configuration settings. For more information, the SDS Security White Paper is available upon request. 22.