The model / serial number of my new printer is treated as not valid so I cannot contact support

[NigelGB]

Yesterday took delivery of a new HP Laser Jet Pro 4201dn.  It was initially detected by HP Smart (which showed a model number and serial number).  It has since partially dropped out of full connection with HP Smart or detection but still remains mapped in Windows 11 on 2 machines that I set up yesterday but is not detected by others that I want to use it.

AND SUPPORT IS UNREACHABLE !!.  It insists that you identify the product by serial and model number.  I have not found the physical numbers on the printer, but, while HP Smart was working, it displayed them, and they still show in Windows printer properties.  So, I am in Catch 22.  I enter the numbers read from the printer status, and the feedback is always that the number is invalid.  On some screens, it allows the S/N to be entered first, then says that for this S/N the model number is also required, and, when that is entered, reports the model (4RA85A) as invalid.  So no way to register and contact support.

[Repairatrooper]

I have had issues with the website over the past couple of days, so I think that HP is having some issues on the front. I will send you a PM with a suggestion you can try.

[NigelGB · Accepted solution]

I finally found the label with the P/N and S/N.  This provided the answer. The label shows the model number 4RA85F.  The model number that shows when you view device information is 4RA85A.  With an F, it will register and allow normal support access.  Congratulations HP!  How the !@# do you supply equipment that identifies with an incorrect model number.