HP warranty check does not work with new device

[ImpIT]

I purchased the HP Z2 Mini G9 Workstation on May 20th this year, and the fan bearing for the graphics card is bad and making a terrible grinding noise. In trying to get it replaced I have found that the serial number does not work for anything hp web related, I was able to install the HP support assistant, and it found the warranty, but I cannot add the device to my account as it lists that the serial number is incorrect when I try. 

Any ideas as to why this is happening?

[NonSequitur777]

@ImpIT,

Welcome to our HP Community forum!

That grinding fan noise definitely sounds like a hardware issue -and with a system as new as your Z2 Mini G9, it’s absolutely something HP should address under warranty.

As for the serial number issue, you’re not alone -here are a few reasons and steps that might help:

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Why is the serial number not working on HP's site?

1. Recent Purchase Delay
   Sometimes, systems bought recently (especially via resellers or partners) haven’t yet been fully synced into HP’s global warranty database. It can take a few weeks post-purchase for everything to register properly.

2. Typo or Confusion Between Serial & Product Number
   Double-check you’re entering the serial number (S/N) and not the product number (P/N) — it's a common mix-up. The serial number is usually alphanumeric and around 10 characters (e.g., CN12345678).

3. HP Business vs. Consumer Portals
   Z2 Mini G9 is a commercial workstation, and sometimes HP's consumer tools (like the MyHP site or standard device registration) can behave oddly with commercial SKUs.

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What You Can Try:

• Use HP Support Assistant
  Since HPSA does recognize your device and confirms warranty, that’s a good sign. Use the “Contact Support” option within HPSA to initiate a service request.

• Call or Chat with HP Customer Service Directly
  Explain that the fan is faulty and the serial number isn’t being recognized via the web portal. They can manually validate your warranty by purchase date.

• Prepare Proof of Purchase
  If needed, HP may ask for your receipt/invoice to validate the warranty start date and proceed with a fan replacement.

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Side Note: GPU Fan Issue:

If this Z2 Mini G9 has a discrete Nvidia GPU, the fan issue is likely on the graphics card, not the CPU or chassis fans. These parts are covered under warranty, but not easy to self-service due to the compact design -so best to have HP handle the repair.

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Let us know how it goes -and kudos for being proactive in resolving it!

Kind Regards,

NonSequitur777