Product Information not Valid Hp Folio 9470m

[boyle_olivia]

Hi,

I work in tech support for a company and one of our enterprise laptops mysteriously has lost its "tattooed" information.  The user who had this laptop left the company and when we went to wipe it we discovered this issue.  Upon starting the machine the HP splash screen has in red text on the top left of the screen "Manufactoring Program Mode set 1 of 10"

after the splash screen a "Product Information not Valid" screen appears.  It reads:

Product Information not valid

The following product information programmed into the system board is missing or invalid

SYSTEM BOARD (00A)

Product Name

Product Serial Number

Product SKU

Product Family

System Board CT Number

ENTER - Continue Startup

For more information, please visit: www.hp.com/go/techcenter/startup

I know that there is an HP utility tool to "tattoo" this information back onto the machine.  As an enterprise that uses 95% HP equipment (our monitors, mouse, keyboards are the only non-HP equipment) I think that the tech support deserves these types of tools to troubleshoot issues.  Sure the machine boots normally if you hit enter, but it's alarming/scandalous to be presented with that product information not valid screen when powering on a machine.  Bonus points to whoever can provide some reasoning as to how this occurred.

[Vidya]

Please refer the following weblink that will guide you the next steps for this issue:

HP PCs - Product Information Not Valid Error Displays before the Computer Starts

A "Product Information not valid" error message occurs when the system board is replaced without including the correct serial number for the hardware.

[Joseph_G]

Hello,

It looks like your systemboard is missing it's branding inforamtion.  It actually needs to be rebranded using a special HP tool that the technicians have.  What I would do is contact Elite Support and see if you are still under warranty so that we can best service you.  You can reach them at 866-625-1175, there shouldn't be any prompts, it goes right to a navigator agent that will get you to the right area.

Regards,

Joseph