New Computer will not add to My Devices on Support

[MVanCort]

Trying to get ahold of an HP Representative.  Have a two part problem that likely only talking to a representative will work.

Part 1.) Just received a new All-In-One OmniStudio X computer today bought from HP website and the ports on the support stand do not work (the ones on the back of the computer do work.  Update:  The issue with the ports on the stand was corrected by making sure stand and computer connection was fully pushed together.

This leads me into part 2.) I tried to go through the website support, however even through the website can autodetect my device and indicates the device was added to my dashboard, I then get an error message "We're sorry We can't seem to find the page you were looking for.  Try going back to Support Home or use our Diagnostic Solutions to resolve your product issues."  Entering the S/N into the dashboard manually results in an invalid S/N.  -  The issue with adding the new computer to my devices continues and the S/N is still not recognized.

How do I resolve the first issue if I cannot get the website/virtual assistant to allow me to get to a representative.?

[Elohi_NR]

Hi @MVanCort,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I completely understand how frustrating it must be to encounter both a hardware issue and challenges navigating support for a brand-new computer. Let’s address these problems.

• When trying to add the S/N manually, did you double-check for common misreads like confusing letters (e.g., O for 0 or I for 1)?
• Are you using the same HP account you used to purchase the OmniStudio X computer?

Let's try these steps.

Ensure Serial Number Accuracy

• Double-check the serial number from the device label. Sometimes, it can be tricky to differentiate certain characters.
• Use the label on the computer stand or the back of the computer for confirmation.

Clear Browser Cache and Retry

• Clear your browser's cache and cookies, or try accessing the HP Support website from a different browser.
• Use the URL directly: HP Support.
• Log back into your HP account and attempt to add the device again.

Contact HP Support Directly via Phone or Chat

• Go to HP Contact Support.
• Select the category for desktops and use the chat or phone options to request assistance directly.
• Explain the issue about both the ports and the device not being recognized.

HP Virtual Agent Alternative

• If the standard virtual assistant is unhelpful, use this direct link to access the Virtual Agent: HP Virtual Agent.
• Mention that your S/N isn’t being recognized and request escalation to a live representative.

Check Your Warranty Activation

• If the device hasn’t been registered yet, the website may not recognize it.
• Use the HP Warranty Check Tool and enter your serial number.
• If it’s not registered, request HP support to manually register your device for warranty coverage.

Hope this helps! Keep me posted for further assistance

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