Incorrect 'invalid product and serial number rejection'. New ENVY notebook found by HP search.

[kernst]

I can't add my new ENVY notebook to my profile,  Product and serial number are not accepted, stated to be invalid. Scan for products shows the ENVY notebook with the same correct PN and SN. also the same on the shipping box. 

HOW CAN THEY BE INVALID?

[Irfan_06]

Hi @kernst,

Welcome to the HP Support Community.

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

If you're unable to add your HP ENVY notebook to your HP account, here are some steps you can follow to resolve the issue:

1. Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and check if it boots into Windows now.

2. Check Internet Connectivity

• Ensure your laptop is connected to a stable internet connection. Sometimes, registration issues can occur due to connectivity problems.

3. Clear Browser Cache or Try a Different Browser

• If you're using a browser to register the device, clear your browser cache or use a different browser to eliminate any temporary website-related issues.

4. Update HP Support Assistant

• Ensure that HP Support Assistant is updated to the latest version. This tool often facilitates device registration with your HP account.

Steps:

• Open HP Support Assistant.
• Go to Settings > About and check for updates.

5. Use HP's Online Registration Tool

• Log in to HP's Support website.
• Manually add your laptop by selecting Register My Product or entering your serial number and product number.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[kernst]

Thanks for your suggestions!  Unfortunately I am traveling through the end of the year without my new ENVY note book.  I will try all your recommendations in early January. 

[Irfan_06]

Hi @kernst,

Please perform the above shared steps at your convenience and let me know if that resolves the issue.

I will be archiving this case for now. However, you can respond to the same thread to continue the conversation. 

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

Take care and have a great day ahead!

Irwin6

HP Support

[kernst]

Thanks for your responses.  I am home now and I tried all you suggestions.  Using MyHP,, the MyPC shows the correct model type, product number, and serial number for my new Envy notebook.  However the warranty shows as 'unknown'.   I also received an email from HP on 11/30, stating the notebook was registered.

I believe my warranty needs to activated to get more support, and the hardware coverage included in the purchase.

I need HP to correct the warranty issue.

[kernst]

UPDATE: The packing list for my new ENVY notebook showed a different product number.  Using it along with the same serial number allowed me to activate the warranty!!  Very strange that MyHP,,MyPC shows the incorrect product number.

Thanks again.