Cannot add laptop to my dashboard. It says it adds it but it doesn't.

[Bry57]

I have a new HP Envy 17.3 Inch laptop PC 17-cw100. I am unable to add this device to my dashboard (it's a newly created account). So what to do? Try contacting support. Except I can't contact support without adding the device to the dashboard.  There seems to be no way out of this. I see from a quick perusal that others have had this problem, and it's been going on for years. I can't believe this has never been remedied by HP in all this time. There really needs to be a way to get to a chat or phone number or something. It's not great when the problem you are having also prevents you from contacting support.

To give further details, I have installed the support framework to my system, and it was able to find my serial number and product number and it gave me the option to add the product to my dashboard. I click on the button to do this. 

Except it never gets added. I've tried logging off and back on. I've tried getting in and out of the browser and clearing the cache, etc., to no avail.

So anyway, what am I supposed to do?

[Nal_NR · Accepted solution]

Hi @Bry57,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry you're experiencing this frustration with adding your new HP Envy laptop to your dashboard—it can be incredibly disheartening when the tools meant to help become part of the problem. Let's work on a solution so you can access the support you need.

• When you try to add the device, do you receive any specific error messages or does the process simply fail silently?
• Have you tried adding the device using a different browser or device (e.g., a smartphone or another computer)?
• Are you using the same HP account across the website and the HP Support Assistant app?

Let's try these steps. 

Check Account Consistency:

• Ensure you are signed into the same HP account on both the website and the HP Support Assistant app.
• Try adding the device through both platforms—sometimes one works better than the other.

Update HP Support Assistant and Framework:

• Ensure your HP Support Assistant is fully updated.
• Download and install the latest version of the HP Support Solutions Framework.

Clear Browser Cache and Try a Different Browser:

• Clear the cache and cookies in your current browser.
• Switch to a different browser (e.g., Chrome, Edge, or Firefox) or try adding the device via the mobile app if available.

Manually Add the Device:

• On the HP Support website, navigate to My Dashboard > Add Device.
• Enter your laptop's serial number and product number manually, found on the label beneath or in System Information (Windows + S, search for "System Information").

Try Another Network or Device:

• Some connectivity or firewall settings can interfere with this process. Try adding the device while connected to a different network, or use another computer to log in and add the device to your dashboard.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.