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Message 1 of 9
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hp support assistant is showing 'my desktop' in name and nothing in product or serial number

HP Recommended
Example: Pavilion p6720in
Microsoft Windows 10 (64-bit)

hp support assistant is not recognising as hp product not showing any product or serial number i had to manually add my product by product and serial number . but its is showing that i need to sign in to this device to find any updates as it is not recognising my pc as an hp product. and i need to update my pc BIOS.Untitled.png

 

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8 REPLIES 8
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HP Support Agent
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Message 2 of 9
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@vaibhavchanana Welcome to HP Community!

 

I understand that HP support assistance is not showing the product number and serial number.

 

In that case, I would suggets you uninstall the HP support assistance and check.

 

Please refer to the below link to troubleshoot the issue.

 

https://support.hp.com/in-en/document/c03601631

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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I can't find any helpful fix in the link you provided. i can't get serial or product number through cmd commands or any other program. or please tell me if there is any update for my pc or not as i don't need hp support for any other reason . i just want to know that if there is any updates available from hp for my pc. if not then i don't have any problem if hp support assistant works or not. 

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HP Support Agent
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@vaibhavchanana

 

This might require remote access of your computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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Hi, I tried to Reply to the accepted solution but it is a bad link so I am replying here. I have the exact same issue. It shows that I have two hp products, but tries to make the one I use be NOT one of the two in my profile. I see that my computer needs 46 updates, many red tagged, but even though I am on that computer and signed in, the supporty assistant tells me I need to sign in on that computer... which is, um, the one I am on. I cannot update my system. Furthermore, when it searches for additional information on your product home page web site, I get 'There were no documents found for computer ".". Somehow it thinks that is my computer's name/type. 

 

This is all relevant to two AIOs, a 24-f0xx and a 21-h014. 

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PS to the above post -- when I do the routine suggested in the 'solution' on this thread, I am never given the option to fax anyone, or any option at all. I follow the steps but get "There are no support options available for you/ warranty expired" which I know is untrue bc I had SmartFriend for a few years (did not use it) and I know there are plenty of paid options. I can't even chat with a rep.

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@mamabonz

 

Welcome to HP support community.

 

Remove and use HP Support Assistant.

Here are the steps to download and use HPSA:- Click here

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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I tried this but it doesn't help at least for me please if you have any solution for this tell otherwise tell me that this can't be fixed.

😞

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HP Support Agent
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Message 9 of 9
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@vaibhavchanana

 

Welcome to the HP support community.

 

This might require remote access to the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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