HP will not recognize my serial number or product number

[thegjcarter]

I am dealing with a black screen on my booted Envy x360. It's only two weeks old. When I attempt to log in to support, neither my serial number or product number are recognized. Doesn't seem to be another avenue to get to support without this working. Very frustrating to say the very least!

[ub6424]

Hello @thegjcarter 

Sorry to hear that you are having problems ... I would like to help you.

Use a magnifying glass to read product number (p/n) and serial number (s/n)

Most common reading errors:

0 (zero) not equals O (letter O)

7 (seven) not equals 1 (one) 

D (letter D) not equals O (letter O) or 0 (zero)

There a 2 types of product numbers

product number (p/n) xxxxxx#xxx

product number (p/n) xxxxxx

It looks something like this:

Do you need more help ?

Kind regards

[thegjcarter]

Very appreciative of your response. I thought I had tried all possible combos of Os and zeros, but I missed one. Now to move on to the bigger problem of the black screen.

Thanks again!

[ub6424]

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@thegjcarter wrote:

Very appreciative of your response. I thought I had tried all possible combos of Os and zeros, but I missed one. Now to move on to the bigger problem of the black screen.

Thanks again!

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You're welcome !

Good luck