Support Assistant and Support Dashboard unable to add printer, Serial number invalid.

[ScottKeyser585]

A week ago, I bought a HP Envy Inspire 7955e printer directly from HP website. When I try to add it to the support assistant it finds it but won't add it saying "The Serial Number has already been registered with a different HP account. Please ensure you are signed in to the same HP account used during the purchase of the device."  which I am, and if I try to add it to the web sites support dashboard it keeps asking me to provide valid serial number which I've correctly done numerous times. I guess HP+ printers don't use those services? Not sure what's wrong. 

[Raj_05 · Accepted solution]

Hi @ScottKeyser585,

Welcome to HP Support Community.  

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

If you're experiencing difficulties registering your HP Envy Inspire 7955e printer on the HP website, there are a few steps you can take to troubleshoot the issue.

• Clear Browser Cache: Sometimes, browser cache issues can cause problems during registration. Clear your browser's cache and cookies, and then try registering the printer again.
• Use a Different Browser: Try using a different web browser to see if the issue persists. Sometimes, certain browser settings or extensions can interfere with the registration process.
• Contact HP Support: If the problem persists, reach out to HP Support for assistance. They can help you troubleshoot the issue and manually register the printer on their end if needed.
• Check Serial Number: Make sure you are entering the correct serial number. The serial number is usually located on a label on the printer. Double-check for typos or errors.
• Verify HP Account Information: Ensure that the HP account you are using is the same one used during the purchase of the printer. Double-check your account information, and if needed, update your account details.
• HP+ Subscription Service: HP+ printers come with the HP+ subscription service. Make sure that your printer is set up for HP+ and that you are using the correct account associated with HP+.
• Use the HP Smart App: You can also try registering your printer using the HP Smart App, which is a mobile application available for iOS and Android. This app is designed to manage HP printers and may provide an alternative registration method.
• Check for Firmware Updates: Ensure that your printer's firmware is up-to-date. Sometimes, firmware updates can address compatibility issues with online services.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[ScottKeyser585]

Unfortunately it didn't seem to work, but when I get some free time (busy at work) I will try the contact HP support to see if they can do it on their end as stated in your reply. The serial number is correct I looked in the cartridge area, back of the printer, and on the box itself. I do have the latest firmware installed (it did it on it's own 3 days ago). and I'm using the same account that I purchased the printer with. I also haven't got the email form the care pack team that my care pack upgrade I purchased at the same time as the printer was applied yet. I will still mark accept as solution since I may just be an outlier and others will have better luck.

[NicMac2]

How did you get on with this?  I have exactly the same issue and have tried the fixes above to no avail.  I have been trying to get help via HPs Whatsapp help service for around 5 days and all they want to do is set my printer up on the HP Smart app (which they've done).  Since this app doesn't have the "Diagnose and Fix" section that the HP Support Assistant does, it's not addressing my issue.  I want it to be added to my HP Support Assistant app.  Hoping you can help.