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HP Recommended

Product Information Not valid On Start Screen

Hp Notebook 17-yo17na
Microsoft Windows 10 (64-bit)

When I start the laptop i get the message that product information missing or invalid on the start screen.


How can i repair this or how do i get the information back on the laptop. I don't seem to have any information at all except all y letters in lines. Can you please help.


I believe i need a 16 digit CT number how can i find it if its missing. on the BIO's No I need to contact HP to resolved this matter i believe i may have deleted that information when i had a problem with my laptop so i don't have recovery software. for the laptop. Would recovery resolve my problem with this matter the hard drive has been formated. 


Any advice would be much appreciated.

HP Support Agent
HP Support Agent
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HP Recommended

Product Information Not valid On Start Screen

@gozza1 Welcome to HP Community!

To find the CT number printed on the system board on your notebook computer, open the memory access door or service door & if this isn't available anymore as you've mentioned, the CT number is often located near or under the primary SODIMM memory slot.


For instructions to complete this procedure, refer to the Maintenance and Service Guide for your notebook model,

found in the User Guides section of your product page on the HP Customer Support website.


To resolve this issue, contact HP using the Contact Support tab at the top of this screen. You will be asked to provide the fourteen-digit System Board Commodity Tracking (CT) Number. 

If none of the above works, you may need to discuss your repair options with HP as the OS re-installation/recovery cannot fix this issue: 

follow the below steps to get started:


1) Click on this link -

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!


Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.


If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

I am an HP Employee

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