Can't add product to my profile because serial number is not recognized

[JoeKay56]

Regarding  OmniStudio X 32-c0075t, product number Aa5JQ5AA#ABA that was purchased Dec 20, 2024: HP support will not recognize the serial number and therefor I cannot add this product to my profile for support.  When attempting to add serial number by HP product detect, the product is found by using the product number but clicking to add product directs to a web page that says "We're sorry.  We can't seem to find the page you were looking for."  If the option to enter the serial number is used (verified by using key combo "CTL ALT S"), the return message is "please enter valid serial number."  Clicking the Support link on My HP directs me to a page that shows the correct product number and serial number but shows the warranty expiring on 10/9/2025 which is incorrect if the warranty period is 1 year.  I have contacted HP support by telephone and have a case number 5136327542, but the call was cut off.  I am looking for a better support option.

[A_Gayathri]

Hi @JoeKay56,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I am sorry for the inconvenience caused
 

I understand you're dealing with a frustrating situation where your product's serial number isn't being recognized properly, preventing you from accessing support or warranty services. Here's a step-by-step guide to address this issue:

1. Verify the Serial Number and Product Number

• Double-check the serial number and product number on the physical device or packaging. You can also use Ctrl + Alt + S on your keyboard to confirm the serial number and product number.

2. Check for Warranty Period Discrepancies

• If the warranty period listed is incorrect, you may need to provide proof of purchase to HP to update their records. Ensure you have your purchase receipt or invoice handy.

3. Use HP’s Alternate Product Registration Methods

• HP Product Registration Form: Sometimes the manual product registration form may work better. Visit HP’s support site and look for the manual product registration page.
  Link: register.hp.com (navigate to product registration).
• Product ID: Use the Product ID instead of the serial number if the form allows

Refer to this document for steps to find the product details.  

Sometimes, small errors in input can confuse. As it is an alfa numeric so please zeros and Numeric 0 and a few letters as well.

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JoeKay56]

I was very specific in describing the problem, and the solution given by GAYA1239 from HP support does not address the problem. I have stated that the HP support system does not recognize my computer, even though it was purchased in Dec 2024 direct from HP!! Escalate this please!!

[A_Gayathri]

Hi @JoeKay56,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private -icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!