Your case could not be submitted, please submit your case again

[NMLARRY]

I got this private message yesterday. This "Jeff" looks to be working off a script , but seems to think all of us are going to a false URL.

We aren't, but I give up. I'll just keep calling it in instead of trying the webpage.

Jeff said:

[Content Removed]

[Qlik01]

Any luck yet? THis is ridiculous 

[NORWALK-CA-MIS]

Hello All,

Yes, when trying to submit a new case for a product still under warranty, i get this same error. Is there a HP Support phone number that anyone can offer?

Thanks!

[NORWALK-CA-MIS]

For those on this thread, an update on my end.

After using google to see what else i could find on this forum, looks like HP failed to update their current customers on that fact that you need to setup a new individual account under your existing account to be connected to their new case submission system.

Here's the help doc that i found online:

https://support.hp.com/us-en/document/c05441222

Hope this helps others!

Steve

[NORWALK-CA-MIS]

Hello All,

Steve from up above again but on my own new individual account.

Guess what? I still get the "Your case could not be submitted, please submit your case again." webpage error.

So back to the original request to all, is there a main HP support number anyone can offer?

3 hours later and i'm still back at square one with this issue.

Thanks!

Steve

[ThickestStooks9 · Accepted solution]

For what it's worth, I'd just recently created my account, but your advice prompted me to look at my account profile. There were several blank items therein that were marked as required. After I updated my profile with all the required fields, then I was able to successfully submit a new support request.

[bubler]

I have also missing information in my profile, but I cannot edit or save it!!! 😞

[NORWALK-CA-MIS]

Likewise over here...i went into my profile and was able to make and save changes but still get the same issue when trying to submit a case. i even tried adding the product to my managed warranty/product list and still get the same issue when trying to submit a new case.

[NORWALK-CA-MIS]

For kicks, i decided to try Google Chrome when trying to submit this new case. Also to note, i did update my profile yesterday and gave it a day to update within HP's system and what not. As I reattempted to enter my new case this time around but in Google Chrome, at the bottom of the submission page, I noticed all my contact info was pre-populated which it did not do yesterday.

Thanks to @ThickestStooks9 for the tip and i had to be patient and wait a day and try a different web browser. I originally used IE 11 on Win 7 Pro SP1. What worked was Google Chrome version below...

Version 59.0.3071.115 (Official Build) (64-bit)

[ThickestStooks9]

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@NORWALK-CA-MIS wrote:

Thanks to @ThickestStooks9 for the tip and i had to be patient and wait a day and try a different web browser. I originally used IE 11 on Win 7 Pro SP1. What worked was Google Chrome version below...

Version 59.0.3071.115 (Official Build) (64-bit)

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Indeed, I was also using Chrome (technically Chromium) 59.0.3071.109. I'm glad to hear at least some progress is possibly being made toward a solution (despite HP's apparent ambivalence).