New machine won't boot - error

[ellensan]

This machine arrived yesterday and when I connected it to set it up I got an error message that a cooling fan did not start and it would damage the computer to continue. The computer then shut itself down. Also, the upper HDMI port does not work (I tried the monitor in both HDMI ports).  I paged through the support site for quite a whiile trying to get post sales support but when I clicked contact an agent, I got a page that said the product is retired. Can anyone help. 

Thanks much,

Ellen

[Prométhée]

Hi

With your Hp account, try with the Hp support assistant software

What to do if you need a repair for your HP computer in US & Canada: HP How To For You | HP Support ...

[edit] NB : @ellensan  If you bought the computer in a store other than HP, Amazon, for example or any other sales site, contact them directly!
if not, no choice, if hp shop, let me know if it works with hp support assistant

[ellensan]

I am unable to solve my problem with any automation. I have a brand new machine that won't boot. How do I cxontact HP? Using the website is not working for me (see my original message(. Can you give me a link? There is no HP repair shop near me.

Thank you so mcuh for replying.

Ellen

[ellensan]

I bought the computer directly from HP

[Prométhée]

have you tried hp support assistant
while logged in to the hp account, with registered computer?
Wait a bit, an hp agent may contact you

[ellensan]

Ihave tried the help app that I have on my current computer (obviously not the new defective one). I think that's a good call to see if an agent contacts me.. I'll wait until business hours on tuesday (holiday weekend in the US) and see if I have better luck. The nearest HP repair station is two hours away. So disappointed I cant crack right into my new computer, but that's how it goes sometimes.

Thanks for talking me down during this difficult episode.

Ellen

[Prométhée]

Sorry, there is nothing more I can do to help you.

[ellensan]

Apparently the website didn't work to contact sales/tech support over the holiday weekend. I tried again on Tuesday and immediately got a case number and a phone number. It took hours, yes, hours on two  phones simultaneously plus remote operation of the computer itself to track the problem back to what the error message suggested in the first place, which is a faulty chassis fan. Much of that time was spent in updating a massive pile of software, as the machine is new and was not set up  yet. A box is on the way to me and the desktop goes out for repair.

Interesting enough this is what happened when I bought my HP Envy convertible laptop a few years ago. It did not take but a few minutes via live chat online with a tech to determine that there was a defect. A box arrived within days and it was back shortly with the problem fixed. Aside from a battery issue, the laptop stayed in service to this day. 

In any event, I thank you for the companionship with this issue. It wasn't anything you could do about it anyway. If I'd been able to contact support directly at the time, I wouldn't have needed to reach out, but I suspect contact was deliberately shut off over the holiday weekend so as not to create a backlog as there is a shortage of staff everywhere. 

Hopefully, I'll be up and running soon with my new computer. It really seems like a gem. I can hardly wait. Thank you again

Ellen

[Prométhée]

I'm so sorry for this mishap
I have already had problems with the support service, unfortunately this happens..
There have been worries for a very long time, but sometimes it goes well..
A second time, I contacted hp for another problem, and that went very well, they sent me at my request a new hard drive, which was defective, with the recovery kit
I hope your problem will be a bad memory, sincerely