Support Assistant won't show picture of laptop device

[Ellejay555]

Hi! Just bought a new laptop and in the Support Assistant, I cannot get the device picture to show.  It is just an outline of a laptop, but it is already listed as being added, so "adding" it again didn't help.

[Dragon-Fur · Accepted solution]

@Ellejay555 

Welcome to the HP Community --

It's quite a new product - released this 2nd April 2025.

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>>> Does the HPSA otherwise list the device and provide the expected information?

If yes,

Can you use the HP Support Assistant without having a full image of the laptop?

That is, does the device appear to be added the the HPSA application as expected?

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The Product Home (at this writing) displays a tiny image of several of the systems arrayed diagonally -

True -- this type imagery is not as common as a single picture.

Regardless, the Home Page web pages do appear to include all the information, including a full range of drivers plus the user guide and service manual.

Product Home Page

HP OmniBook X Flip 16 inch 2-in-1 Laptop Next Gen AI PC 16-ar0000 (B49B9AV)  

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Message Content References

There are a number of images for the system at the USA HP Store

HP OmniBook X Flip 16 inch 2-in-1 Laptop Next Gen AI PC 

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HP Device Home Page - References and Resources

Learn about your Device - Solve Problems

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Security & Viruses, Software & Drivers, Setup & User Guides, Product Specifications, Accounts and Registration, Warranty & Repair

Open

 HP Product Home

 Enter the device type and model name of your HP product

OR

HP OmniBook X Flip 16 inch 2-in-1 Laptop Next Gen AI PC 16-ar0000 (B49B9AV)  

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[Ellejay555]

Yes. the Support Assistant does list the device and specifications.  I double checked by trying to "add" it as a new device and it clearly showed it was already added.  Yes, it seems to allow me to do everything I need to do even without the laptop picture. It seems I am good to go.  I was just concerned that there was or would be an issue with this. Thanks much!