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‎10-28-2024 09:19 AM

HP Recommended

I have an HP G5 that wont output to my display. I have tried updating the firmware and restarting both my PC and the G5 multiple times to no avail. I am at the point where I want to contact support and get this thing RMA'd. However, due to HP incompetencies I cannot even enter the serial number of the device to get support for the device. Whenever I try to get product support it will ask me for the G5 serial number. When I enter this serial number I get an error that says "Please enter a valid serial number". How am I supposed to get support on a 200$ device when they don't even recognize the serial number of the device that they produced? Yes, the serial number is correct. I have checked it 100 times. This is not an issue of case sensitivity. Do not respond with a generic copy paste answer telling me to double check all that because it does not help my case.

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1 person had the same question
10 REPLIES 10

‎10-28-2024 09:34 AM

HP Recommended

Hi @Loveydovey18 

 

And the computer has USB-C port compatible with DisplayPort ? is HP ?

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‎10-28-2024 10:02 AM - edited ‎10-28-2024 10:03 AM

HP Recommended

Hi,
Yes the laptop is compatible. It is a 2023 M3 Macbook Pro. It was working fine for about a week, then out of no where it just stopped giving me a display output. Everything else about the dock seems to be working, besides the display. I have also tested with another macbook pro, as well as a microsoft surface laptop with no success. 

EDIT: I would like to add that I have tried both displayport and HDMI cables but both do not work

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‎10-28-2024 10:06 AM

HP Recommended

update  firmware please.

 

HP USB-C G5 Essential Dock Software and Driver Details

 

 

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‎10-28-2024 10:10 AM

HP Recommended

I have done this using the windows device, it still did not solve the issue. I also restarted the device and my laptop after the firmware update with no success. 

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‎10-28-2024 10:20 AM

HP Recommended

I'm sorry, I can't help. I hope it is less than 1 year old, otherwise it is no longer warranted.

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‎10-28-2024 10:26 AM

HP Recommended

It is brand new. How would I go about getting a warranty claim? Every time I try to get support it asks me for the serial number, which I provide, but then it says the serial number is invalid. It can't be invalid when Im reading it off the back of the device

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‎10-28-2024 10:29 AM

HP Recommended

Did you register the product first ?

 

HP® | Official Site

 

 

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‎10-28-2024 10:32 AM

HP Recommended

I am unable to register the product as when I try to it says the S/N is invalid.

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‎10-28-2024 10:41 AM

HP Recommended

 

try calling the number in the following link

 

need-help | HP® Official Site

 

 

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