Docking station serial number not found

[brandt321]

My docking station had been working fine and then stopped working and does not power on. I unplugged it for some amount of time, no luck. Long-pressed the power button for >10 seconds, no change. I bought it 11 months ago so I'd like to warranty remediate the problem, but the serial number isn't recognized on HP's site. Without a registered product you have no way to contact HP support, so I'm turning here. I know this is for Desktops but there are no community categories for docking stations, so I'm posting here. Help!?

[Garp_senchau]

Hey @brandt321,

Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check the Power Supply:

• Ensure that the power adapter is properly connected and supplying power to the docking station. A damaged or faulty power adapter could be the reason it's not turning on. If possible, try using a different power outlet or test the adapter with another device.
• If the power LED is not turning on at all, it may indicate a power supply issue.

Test Different USB-C Ports/Devices:

• If the docking station is connected to a computer, try using a different USB-C port on the computer or a different device entirely. The problem might not be with the dock but with the USB-C connection.
• Also, check if the laptop recognizes the docking station if you plug it into a different laptop.

Reset the Docking Station:

• You've already long pressed the power button, but it could also help to unplug everything (power, USB devices, and display connections) from the dock, and leave it unplugged for a longer period (about 30 minutes) before plugging it back in.

HP Support Assistant:

• Warranty Check via HP Support Assistant: Download and install HP Support Assistant if you haven't already, which can sometimes detect your hardware even without a serial number input and might help with warranty support.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Problem solved? 🎉 Awesome! Mark this as the Accepted Solution to help the next person find their way faster. 🧭 And if it was helpful, click 'yes'—you’ll make someone’s search journey that much easier (and give this reply some well-deserved street cred 🏅)

Regards,

[brandt321]

Thanks for the detailed response. 

Check the Power Supply:

The power supply is good and I know this because there is a white LED where it plugs in on the bottom of the dock. The LED on the power button never turns on now.

Test Different USB-C Ports/Devices:

This is a moot point since the dock does not power on.

Reset the Docking Station:

Good idea, I've done this and still the unit does not power on.

HP Support Assistant:

I installed this and it doesn't know the S/N of the device and doesn't detect it (not surprising since it cannot power on).

I appreciate all these ideas but I'm still left with a non-working device and since the serial number isn't recognized I'm not sure how to proceed further with warranty. I'd very much appreciate some help with that.

Thanks,

Bob

[Garp_senchau]

Hey @brandt321,

Welcome to the HP Support Community! 

We're here to help you tackle that issue! Don't worry, we've got your back! 💪

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 

[brandt321 · Accepted solution]

I wanted to close the loop on this for those that are curious.

First, the docking station came back to life (yay!) so I didn't need to do a warranty replacement. This is a great outcome.

Second, the route I had with Garp was a DM for a support phone number that was of no use since it first demands on the serial number of the device. Like the website, it also didn't recognize the serial number. So that was a dead end. Next, I made a support ticket for my HP printer, talked to someone there who routed me to the docks/peripherals team and they were very friendly and helpful. They said a failure to recognize a serial number is often due to it being sold as part of a bundle, like with a laptop. I bought the docking station alone from Amazon, but it was from a reseller who maybe was splitting bundles in this way. Why the level of support would change based on how an HP product is sold and purchased is a head-scratcher for me, and disappointing.