Support for a Z2 mini G4

[decky999]

I tried to navigate thorugh HP support page since I have some issue with USB audio on my Z2 mini machine and got this message: 

This product is no longer serviced by HP. You may search for possible solutions on this support website.

However the info that I get from the warranty page is :

Warranty type Manufacturer Warranty
Service type Wty: HP HW Maintenance Onsite Support
Status ? Active: Covered under Manufacturer warranty, 35
months remaining.
Start Date October 16, 2018
End Date November 22, 2021
Service Level Standard Material Handling
Global Coverage
NextAvail TechRe source Remote
NextAvail TechResource Onsite
Std Office Hrs Std Office Days
No Usage Limitation
Next Cov Day Onsite R esponse
Standard Parts Logistics
Deliverables Onsite Support
Parts and Mater ial provided
Hardware Problem Diagnosis
Explore
extended
support plans 
Service type Wty: HP Support for Initial Setup
Status ? Active: Covered under Manufacturer warranty, 2
months remaining.
Start Date October 16, 2018
End Date February 20, 2019
Service Level Std Office Hrs Std Office Days
NextAvail TechResource Remo te
2 Hr Remote Response
Unlimited Named Caller s
Deliverables Initial Setup Assistance
HP

How do I get proper support for my computer when I cannon access anyone over the phone and the web support is not responsive as well. 

[DGroves]

did you by chance buy the system in another country and atempt to check warranty or register the system in another geographic area?  IE- system bought in europe, checking warranty on USA web site 

doing the above can cause issues

[decky999]

Nope. Bought it online at B&H Photo 2 months ago. Online supprot does not work - I cannot put the device in my dashboard and there is not chat or phone line anywhere in sight. Unless HP trasferred the warranty and supprot to B&H which would not make any sense. I did call a HP telephone number that left in another similar topic but the machine told me to go online and hung up. Very professional! I might just go to their central offices, they are just around the corner from me and ask the receptionist why my USB hi-rez audio  or any devices conncted to the USB does not work properly.  

[DGroves]

only other thing i can think of is a "refurb" system that only came with a 1 year warranty  what is the model number?

(do not post the serial number!)

[decky999]

It certenly was not advertised as a refurb model and the warranty reads what I posted in my original post.  The Model number is: 5EE62UT

[DGroves]

that's a normal retail model# with a 3 year warranty

i,m at a loss why the HP site will not work for you

when you do contact HP and get it sorted out let us know what the problem was so we may hopefully help others in the future

[decky999]

I would really like to contact someone but I really do not know how. Smoke signals are my only option here. 

If I get it sorted, I will post the solution for everyone. I sort of a hoped that someone from HP support actually comes to this forum from time to time.  

[DGroves · Accepted solution]

try this,......HP cust support      1 (650) 857-1501

[decky999]

I managed to get through by using that number. Thanks, by the way. I had to wait for the operator and then got connected to the workstation support. They did find one driver update that I missed but that did not change anything. USB Audio is still semi-functional. Mouse and keyboard are worst. I am partially blaming the hub that I am using so I will try to spend some money and get a new one. However, the USB Audio output should work. I played DSD 384KHz encoded files from my laptop with no issues, so it is nothing to do with the external DAC, cable or audio software. It drops down to the USB drivers or stability of the USB power. HP support could not offer any additional help from making sure I am running the latest drivers. A partial excuse was..."well, you know, those workstations are designed for CAD...." meaning, they are not designed to support USB peripherals, pathetic! 

At least they fully recognized my 3 year warranty period and registered my computer S/N. So, I did not completely waste a phone call.

[decky999]

I have to close this topic and to apologies to everyone. All my problems were caused by a USB cable that was not plugged in all the way into my DAC, causing data dropouts and overloading of other USB data streams. Now everything works fine. Thank you for your help.