support site not adding my product

[david10051]

I purchased a new Thunderbolt 4 100 W G6 dock. The support.hp.com website and the Support Assistant app wont detect the dock, nor find it by the S/N. So I can't get support or register the warranty. I've tried calling in as well but the phone system also won't recognize the S/N and stops the call. Any ideas how to proceed? 

[70007]

Hello David10051,

Thank you for sharing your concern.

If you're experiencing difficulties with your HP Thunderbolt 4 100W G6 Dock not being detected or recognized by HP's support channels, here are some steps you can take:

1. Verify Serial Number:

   • Ensure that the serial number you are entering is correct. Double-check for any mistakes or misread characters.

2. Use HP Software Tools for Verification:

   • Make sure that you have the latest version of the HP Support Assistant installed on your system. Sometimes an update might solve detection issues. You can download it from the HP Support Website.

3. Manual Registration:

   • Try manually registering your product on the HP website. Visit HP Product Registration and enter your product details.

4. Alternative Support Options:

   • If you still can't get through using the phone system, consider reaching out via HP's official support chat or social media channels. They might be able to assist you with registration and warranty issues.

5. Check the Connection:

   • Verify the dock's connection to your laptop. Ensure it’s properly connected and that the Thunderbolt software on your PC is configured to recognize the device.

6. Check Device Manager:

   • Open 'Device Manager' on your Windows 11 and check if the Thunderbolt dock appears under the 'Universal Serial Bus controllers' or any other relevant category.

7. Firmware and Driver Updates:

   • Ensure your dock has the latest firmware. The HP One-Click Installer can be helpful for this. Guidance for using this tool is available in the HP Firmware Installer Deployment User Guide.

Additional Resources:

• HP Support Channels: Consider using alternative communication methods like a live chat available at HP Contact Support.
• Community Forums: Sometimes, community forums and user groups can provide solutions or similar experiences from other users.

Should you continue to experience difficulties, these steps should help bridge the gap for more personalized support from HP.