HP Sure Click Help

What is HP Sure Click?

HP Sure Click secures your computer when you browse the Internet or view untrusted documents.

When HP Sure Click is installed, it opens websites and untrusted documents in a micro-VM (virtual machine). The micro-VM acts as a container that prevents malware from infecting your computer. If a website or document tries to infect your computer with malicious code, it will be contained within the micro-VM. This means your computer will not be infected. If you see malware attempting to run, close the browser tab or document to end the micro-VM session and destroy the malware.

Which browsers are protected?

Both Internet Explorer and HP Sure Click Secure Browser sessions are protected by HP Sure Click.

You can find HP Sure Click Secure Browser in the Windows Start menu or using the Windows search bar. When HP Sure Click Secure Browser is running, you can right-click the icon on the taskbar and select ‘Pin to taskbar’ so that it can be opened more quickly in future.

When a site is trusted, it will not be opened in a micro-VM. Sites are trusted if they appear in the trusted list (see Trusted websites to learn about trusted versus untrusted sites) or if you use the ‘Trust this site’ option in the browser.

If you are using Google Chrome, Microsoft Edge, or Mozilla Firefox, you will be protected by the HP Sure Click Secure Browsing extension. This will prompt you to open a website in the HP Sure Click Secure Browser or to continue in the current browser without protection. You can configure which websites will prompt you to use the HP Sure Click Secure Browser in the HP Sure Click Desktop Console (see the Secure Browsing choices in the Configuration Tab). You can choose to remember your decisions or to be prompted again the next time you try to access that site. You can clear the remembered decisions by clicking on the HP Sure Click Secure Browsing icon shown in the browser toolbar and then pressing the 'Clear sites' button.

Which file types are protected?

HP Sure Click allows PDF files, Word documents, Excel spreadsheets and PowerPoint presentations from another computer to be viewed.

HP Sure Click system tray icon

The HP Sure Click icon is located in the system tray, typically in the lower right corner of your computer screen. Right-click the icon to enable/disable HP Sure Click, to launch the HP Sure Click Desktop Console, or to launch HP Sure Click Live View.

When the icon is green, HP Sure Click is enabled.

When the icon is grey, HP Sure Click is disabled. When HP Sure Click is disabled, websites and documents will not open in micro-VMs, so you will not be protected.

When the icon is red, this is an indication that an error has occurred. In this case refer to the status message displayed in the HP Sure Click Desktop Console.

HP Sure Click Desktop Console

Status

The Desktop Console opens on the ‘Status’ page. This page contains the Health status of HP Sure Click. If the application is in an error state, an error message is displayed. Click on the message to show the relevant help information.

The Security status displays how many web pages and documents were safely opened in micro-VMs since HP Sure Click was installed.

The ‘Enable’/‘Disable’ button is used to enable or disable HP Sure Click (User Account Control elevation may be required).

The ‘Micro-VMs’ counter displays how many micro-VMs are currently open.

Settings

This page contains all of the configuration options available for HP Sure Click.

Configuration tab

‘Configuration’ contains settings that affect the behaviour of HP Sure Click.

The ‘Add HP Sure Click Secure Browser to the Start menu’ option determines whether HP Sure Click Secure Browser is accessible from the Windows Start menu.

Use ‘Enable advanced protection’ to isolate more websites in micro-VMs. A small number of websites might not function well when they are isolated by HP Sure Click. Unless this box is checked, these websites will be exempted from HP Sure Click protection. If you check this box, those websites will be isolated. This gives you added security at the expense of full-functionality of that website.

Select the ‘Help Improve HP Sure Click’ option to share data with HP and its partners. This data will be used for diagnostics, to improve security across all HP devices, and to continually enrich the HP Sure Click user experience. Thank you for participating in this program to provide a safe and secure experience. For more information on our privacy practices, see HP's Privacy Policy.

Use ‘Enable logging’ to allow logging information to be recorded. HP may request that you enable this option to investigate an issue. A notification message will be shown each time you login to remind you that logging is enabled and to allow you to disable it. When enabling or disabling logging it is necessary to restart your computer for the change to fully take effect.

The ‘Secure Browsing’ choices control how the HP Sure Click Secure Browsing extension behaves in Google Chrome, Microsoft Edge and Mozilla Firefox. By default, you will be prompted to open links from webmail sites, email applications and chat clients in HP Sure Click Secure Browser. Alternatively you can choose to be prompted to use HP Sure Click Secure Browser when navigating to any new site by selecting ‘Prompt to use HP Sure Click Secure Browser when browsing to any new site’. On HP Consumer systems, you can choose to never be prompted by selecting ‘Don't prompt to use HP Sure Click Secure Browser for any browsing’. Sites that have been trusted will always be opened in the original browser and will not show a prompt.

Trusted Sites tab

Trusted websites

Trusted websites (websites that are known not to contain malicious software) will not open in a micro-VM. Some reliable (trusted) web sites require elevated access to your operating system. In these rare cases the site must be run without a micro-VM.

Trust sites in Internet Explorer trusted zone

Internet Explorer offers different security zone lists that can be defined. When you put a site into the trusted zone, Internet Explorer manages the site with fewer security controls. When this box is checked, HP Sure Click automatically inherits this list.

Add a Trusted Site

To automatically trust a website for all browsing sessions, you can use the ‘Add Trusted Site’ button to provide the domain name of the site you would like to trust (example: *.hp.com). If there is a change or mistake in the URL provided, you can edit the URL by selecting the ‘Edit’ button. Remove a URL by highlighting it and clicking the ‘Remove’ button.

Security Alerts

If a website or document contains malicious content, it generates an entry in this page, proving that HP Sure Click has secured your computer. No action is needed when an alert is generated. When the browser tab or document is closed, the micro-VM is destroyed along with any malicious activity.

Support

This page includes features that might be needed when troubleshooting issues with the HP Support team.

Save Report and Clear Log Files

Pressing the ‘Save Report’ button creates a compressed file containing log information that can be shared with the HP Support team. The HP Support team may ask you to press the ‘Clear Log Files’ button, select the ‘Enable logging’ option and restart your computer before reproducing an issue. This means the log files will contain the relevant issue symptoms and details.

When working with the HP Support team you may need to reference the software version number, the ‘ID’ (unique identifier) and the ‘Application helper packs installed’ (patches to the HP Sure Click Secure Browser). These are shown in the bottom right corner of the ‘Support’ page.

Re-initialize

If there are significant operating system changes, you can press the ‘Re-initialize’ button to recapture the computer's current system state.

About HP Sure Click

This links to an HTML copy of the HP Sure Click license information.

HP Sure Click Live View

HP Sure Click Live View may be opened from the HP Sure Click Desktop Console or using the ‘Open Live View’ option from the HP Sure Click system tray icon. Live View displays information about the website and document micro-VMs that are currently running. A screenshot of the webpage or document, the website domain or document file name, and the time it has been open are all shown. You can use Live View to check that a website or document has been opened in a micro-VM and that you are being protected.

Windows Hyper-V Support

HP Sure Click includes support for systems running Windows Hyper-V. If HP Sure Click is unable to support Hyper-V on your computer then you may need to either disable Hyper-V or to enable Windows Hypervisor Platform. These Windows features can be modified by opening Control Panel from the Windows Start menu. Select ‘Programs and Features’ and then ‘Turn Windows features on or off’. HP Sure Click is able to make use of Windows Hypervisor Platform from Windows 10 build 18362 onwards.

Download HP Sure Click

Download the latest version of HP Sure Click as an HP SoftPaq.

Appendix

HP Sure Click may display the following states in the ‘Health’ section of the ‘Status’ page.

Waiting for HP Sure Click...: If HP Sure Click remains in this state try restarting your computer.
HP Sure Click is running: HP Sure Click is protecting you from websites containing malware.
Enable HP Sure Click to protect your system: HP Sure Click is disabled. Press the ‘Enable’ button on the ‘Status’ page to enable it.
HP Sure Click is not running: HP Sure Click is not running for some reason. Try restarting your computer.
HP Sure Click requires initialization: HP Sure Click has not been initialized. Try pressing the ‘Initialize’ button on the ‘Support’ page.
Checking HP Sure Click requirements...: This message may be shown briefly when HP Sure Click is starting.
Checking HP Sure Click status...: This message may be shown briefly when HP Sure Click is starting.
Checking for HP Sure Click updates...: HP Sure Click may need to download updates before it can run. Please wait for this process to complete.
Initialization in progress: HP Sure Click is capturing the computer's current system state. Please wait for this process to complete.
Initialization required / Initialization paused: HP Sure Click needs to capture the computer's current system state. This should happen when the system becomes idle. Alternatively you can press the ‘Initialize’ button on the ‘Support’ page to start this process.
Re-initialization in progress: HP Sure Click is capturing the computer's current system state. HP Sure Click is still running so you are still protected during this process.
Re-initialization required / Re-initialization paused: HP Sure Click needs to capture the computer's current system state. This should happen when the system becomes idle. Alternatively you can press the ‘Re-initialize’ button on the ‘Support’ page to start this process. HP Sure Click is still running so you are still protected during this process.
HP Sure Click requires a computer restart for an upgrade to take effect: Updates to HP Sure Click have been installed. Restart your computer to switch to the updated version.

HP Sure Click may also show the following error messages in the ‘Health’ section of the ‘Status’ page.

HP Sure Click requires a VT-x capable system: The CPU does not support VT-x virtualization extensions (or equivalent) and therefore cannot run HP Sure Click.
HP Sure Click requires VT-x to be enabled: VT-x virtualization extensions (or equivalent) are disabled in the system BIOS. You need to enable VT-x in the system BIOS to allow HP Sure Click to run.
HP Sure Click requires Extended Page Tables (EPT) to be enabled: Extended Page Table virtualization extensions are disabled in the system BIOS. You need to enable EPT in the system BIOS to allow HP Sure Click to run.
HP Sure Click requires a Physical Address Extension (PAE) capable system: The CPU does not support Physical Address Extension feature and therefore cannot run HP Sure Click.
HP Sure Click requires Physical Address Extension to be enabled in the BIOS (turn on PAE/NX/XD): The Physical Address Extension feature is disabled in the system BIOS. You need to enable PAE/NX/XD in the system BIOS to allow HP Sure Click to run.
Unsupported AMD CPU family: The computer has an AMD processor that is not supported by HP Sure Click.
HP Sure Click memory requirements have not been met: At least 4GB of physical memory must be present for HP Sure Click to run.
Not enough free memory. Please provide more by closing some programs.: HP Sure Click has detected that it is short of memory. Please close some programs to make more memory available.
Provide more free disk space and then restart the computer: HP Sure Click initialization requires at least 1.5GB of free space on the system disk. Please make sure 1.5GB of disk space is available and then restart the computer.
HP Sure Click is incompatible with systems using Gladinet: HP Sure Click is not compatible with Gladinet software.
HP Sure Click is active in another user session: HP Sure Click is not configured to support multiple users logged into the same computer at the same time.
HP Sure Click requires a computer restart to protect your system: The computer must be restarted before HP Sure Click will run.
HP Sure Click requires updates to support the installed version of Windows. Restart your computer to allow these updates to be installed.: HP Sure Click requires an additional component to support this version of Windows. The system must be restarted to allow this component to be installed.
HP Sure Click is unable to download updates required to support the installed version of Windows. Please check your internet connection.: HP Sure Click requires an additional component to support this version of Windows. The system has been unable to download the necessary components. Please check your system is connected to the internet and then wait for the download to complete.
HP Sure Click requires updates to support the installed version of Windows. Please wait for the updates to be installed.: HP Sure Click requires an additional component to support this version of Windows. Please wait for the system to complete installation of this component.
HP Sure Click requires updates to support the installed version of Windows.: HP Sure Click requires an additional component to support this version of Windows.
No supported Windows language pack is installed: HP Sure Click requires one of the following Windows language packs to be installed: .
The user's Windows display language is not supported: HP Sure Click only supports the following Windows display languages: .
Required Windows updates not installed: Run Windows Update to install updates required by HP Sure Click.
Missing critical Windows update KB3033929: Microsoft hotfix KB3033929 is required to support SHA-2 signing. Please install this hotfix from the Microsoft website to allow HP Sure Click to install.
Restart the computer to install pending Windows updates: HP Sure Click cannot initialize because the computer needs to restart to apply Windows updates. Please restart the computer, wait for the updates to apply, and then press the ‘Initialize’ button to start the initialization process.
Windows Update is in progress: HP Sure Click cannot initialize because Windows update is in progress. Please wait for it to finish or restart the computer. Then press the ‘Initialize’ button to start the initialization process.
HP Sure Click requires the VBA component to be installed with Microsoft Office: HP Sure Click requires Visual Basic for Applications to be installed with Microsoft Office. Please install the VBA component and then press the ‘Initialize’ button to start the initialization process.
Office is not activated: HP Sure Click requires that Microsoft Office is activated. Please activate Microsoft Office and then press the ‘Initialize’ button to start the initialization process.
No supported Office UI language pack is installed: HP Sure Click requires one of the following Microsoft Office UI language packs to be installed: .
HP Sure Click is unable to support Hyper-V on this computer: To allow HP Sure Click to run, either disable Hyper-V or enable Windows Hypervisor Platform (see Windows Hyper-V Support).
HP Sure Click requires UEFI boot in order to support Hyper-V: UEFI boot was not detected. To allow HP Sure Click to run, either disable Hyper-V or enable Windows Hypervisor Platform (see Windows Hyper-V Support).
HP Sure Click requires Windows 10 or later in order to support Hyper-V: An unsupported operating system version was detected. Disable Hyper-V to allow HP Sure Click to run.
HP Sure Click does not support this CPU when Hyper-V is enabled: An unsupported CPU was detected. To allow HP Sure Click to run, either disable Hyper-V or enable Windows Hypervisor Platform (see Windows Hyper-V Support).
HP Sure Click requires the Secure Boot third party key in order to support Hyper-V: In the system BIOS open the ‘Secure Boot Configuration’ menu. Select ‘Enable MS UEFI CA key’ to allow HP Sure Click to run.
HP Sure Click requires a CPU capable of VMCS shadowing in order to support Hyper-V: The CPU does not support VMCS Shadowing. To allow HP Sure Click to run, either disable Hyper-V or enable Windows Hypervisor Platform (see Windows Hyper-V Support).
HP Sure Click failed to enable support for Hyper-V: Please contact HP Support to fix this issue.
Micro-virtualization blocked while enabling support for Hyper-V: Please contact HP Support to fix this issue.
BitLocker must be suspended before the computer is shutdown/restarted: You must suspend BitLocker before the computer is restarted. From the Windows Control Panel, select ‘BitLocker Drive Encryption’, then ‘Suspend Protection’.
HP Sure Click unable to configure the UEFI boot order when enabling support for Hyper-V: Please contact HP Support to fix this issue.
HP Sure Click unable to determine the boot device when enabling support for Hyper-V: Please contact HP Support to fix this issue.
Last initialization canceled: HP Sure Click's initialization process was canceled so did not complete.
Last initialization blocked: HP Sure Click was unable to complete the initialization process. Try pressing the ‘Initialize’ button on the ‘Support’ page to start the initialization process again. If that fails please contact HP Support.
Last initialization attempt failed: HP Sure Click was unable to complete the initialization process. Try pressing the ‘Initialize’ button on the ‘Support’ page to start the initialization process again. If that fails please contact HP Support.
Last initialization attempt unsuccessful: HP Sure Click was unable to complete the initialization process. HP Sure Click has previously initialized so is still able to protect you computer. Try pressing the ‘Re-initialize’ button on the ‘Support’ page to start the initialization process again.
Internal error, please restart the computer: To resolve this issue, restart the computer. If that does not resolve it please contact HP Support.
Micro-VM could not be loaded. Restart the computer and if the condition persists contact support.: A problem occurred which prevented HP Sure Click from correctly loading micro-VMs. Try restarting the computer and consult HP Support if the problem reoccurs.
The HP Sure Click installation has been corrupted and needs to be repaired: Some files are missing from the HP Sure Click installation. This may be a result of doing a Windows System Restore. Download and install the latest version of the product to fix the corruption - see Download HP Sure Click.

30 July 2019