Base Board Serial Number changed twice after BIOS IC repair and HP account shows a different laptop

[elizmj]

Hello everyone,

I need some advice regarding my HP Pavilion Laptop 15.

My original laptop details are:

• Product ID: 6PT92EA#UUG

• Serial Number: <Please do not include the product serial number or any private information>

The laptop underwent a BIOS IC repair. During the repair process, the Base Board Serial Number changed twice:

• Original factory Base Board Serial Number:

  >Do not include the product serial number or any private information<.

• After the first BIOS IC repair: PHZYA018JC11ET

• After DMI information was reprogrammed:

  >Do not include the product serial number or any private information<.

   (current)

Currently, the BIOS/DMI reports:

• Product ID: 6PT92EA#UUG

• System Serial Number: #

• Base Board Serial Number: RGUND7FS1CICUS

However, my HP account still detects a completely different device:

• Serial Number: #

• Product: HP Pavilion 15-cs2010tx

My questions are:

1. Is it normal for the Base Board Serial Number to change from the original PHZYB028JCG0UA to PHZYA018JC11ET, and then again to RGUND7FS1CICUS, when only a BIOS IC was repaired and no motherboard was replaced?

2. Should a BIOS IC repair or DMI programming alter the Base Board Serial Number at all?

3. Why does my HP account still recognize a different laptop even though the BIOS now shows my correct Product ID and System Serial Number?

4. Does this indicate incorrect DMI programming, or does HP need to update the device information on its servers?

I would appreciate guidance from HP experts or anyone familiar with HP DMI programming.

Thank you.

[Deep_World]

Hi  @elizmj,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I  understand why this situation would be concerning, especially after a BIOS repair and noticing multiple changes to the Base Board Serial Number as well as discrepancies in your HP account.

Could you kindly confirm the below details :

• Was the BIOS IC repair performed by an HP Authorized Service Center or a third-party repair provider?
• When you log into your HP account, is the incorrect device listed automatically, or was it previously registered manually?(Could you kindly share a picture of the error popped out and make sure no private information are displayed on the screen while taking a picture)

Regarding your concerns, DMI data stored in the BIOS contains product and system identification information, and if that information is programmed incorrectly, it can potentially cause device identification inconsistencies. 

Kindly try the below checks and confirm :  

1. Verify BIOS Information
   • Restart the notebook and press F10 repeatedly to enter BIOS Setup.
   • Confirm that the Product Name, Product ID, System Serial Number, and Base Board Serial Number are displayed consistently.
2. Run HP Hardware Diagnostics
   • Restart the PC and press F2 at startup.
   • Run the System Test and note whether the product information shown matches your laptop's details.
3. Refresh Device Detection
   • Sign out of your HP account and sign back in.
   • Check whether the incorrect device still appears.
   • If multiple devices are listed, verify whether the incorrect device can be removed from your account.
4. Compare Product Information in Windows
   • Open Command Prompt and run: wmic bios get serialnumber
   • Compare the results with what is shown in the BIOS.

For your privacy and security, please do not post or share your full serial number publicly. 

I hope this helps.