Invalid Serial Number and cannot install HP Support Solutions Framework *BRAND NEW LAPTOP*

[jrzygrrl]

I'm trying to register my product & get support, but I'm getting an error message that says my Serial# is invalid.  It's a BRAND NEW laptop that I just received yesterday.  I am definitely typing in the number correctly & even copied & pasted it from the computer info to be sure.  When I use the "detect my product" feature, it does find it, but when I click on the link to get support for it, it says the page cannot be found and to return to the support home page.  I am not able to get ANY help because it won't let me get past the screen with the serial number.  I can't even find a phone number anywhere to call.  When I try to troubleshoot, it says it can't install the HP Support Solutions Framework due to an unknown error.  I am not going to bring my brand new laptop to a service center when I literally just received it.  All I did so far was turn it on and do the basic setup.

[Hawks_Eye]

Hi @jrzygrrl 

Welcome to the HP Support Community! We're here to help you get back up and running.

That’s incredibly frustrating—especially when you’ve just unboxed a brand new laptop and are met with roadblocks right out of the gate. You absolutely deserve a smoother experience, so let’s get you the support you need without the runaround.

For your newly acquired HP OMEN laptop where you're encountering issues with an invalid serial number and trouble installing HP Support Solutions Framework, here are steps and recommendations to resolve the problem:

Verify Serial Number: Double-check that the serial number you're entering matches exactly what's available on the laptop. This can typically be found on a sticker on the laptop's underside or in the BIOS settings.

Check HP's Official Support Website: Make sure you're using HP's official site to register your product and access support services. You might encounter errors if you're on an unofficial or incorrect site.

Update and Install HP Support Solutions Framework:

• Reinstall the Framework: If you're having trouble installing the HP Support Solutions Framework, try uninstalling it first and then attempting a fresh install. Ensure that your system is up to date because compatibility issues can sometimes arise with new hardware.
• Check for Compatibility: Make sure your system meets all requirements for installing the Framework. Sometimes, installation errors can be due to incompatibility with system configurations or versions.

Contact HP Support Directly:

• Customer Support Line: Reach out to HP's customer support for direct help. They can verify your serial number and provide support for installation issues.
• Online Chat Support: Use HP's online chat service for potentially quicker resolution from their customer service team.

Retailer Assistance: If the laptop was purchased from a retailer, check with them to ensure that the serial number was correctly registered upon purchase, or they may be able to assist in resolving any issues at the point of sale.

These steps should help you troubleshoot and potentially resolve the issues you're facing with the serial number registration and installation of support software. If none of this works, HP phone support should be able to guide you to a resolution.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[jrzygrrl]

Unfortunately, I tried all of the steps you listed above.

1.  The serial number in the settings matched what was on the packaging & in the BIOS settings.

2.  I was doing this all directly through HP's official site.

3.  Framework was throwing an error when I tried to install it but eventually I got past that.  It would find my laptop, but then said there was an issue and it couldn't validate my serial number.

4.  I followed the steps online to check for compatibility & did all the updates that it recommended.

5.  It's impossible to Contact HP Support Directly since there's no documentation of the Customer Support Line on your website and I couldn't get past the part where it REQUIRES a valid serial number to get help.

6.  The online chat support is a bot and was useless because it just kept directing me back to the help page where I need a valid serial number to get ANY help.

Eventually, I was able to get a case created under the guise that I was trying to make a purchase.  I've returned my product .  If it's this much of a hassle to even get a product registered or contact support, I don't want to deal with it.  If I had a major issue and this happened, I would've been screwed.