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HP Customer Support - Knowledge Base

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

This document pertains to HP PCs with Unified Extensible Firmware Interface (UEFI) beginning in late 2008.

On startup, a warning message displays, indicating that the system has found an invalid serial number:

Figure : Product Information not valid error message

Product Information not valid
The following product information programmed into the system board is missing or invalid.
System Board (00A) - Product Configuration

You might see this message after the system board is replaced. The message indicates that the serial number was not entered, or was entered incorrectly, after replacing the system board or other component.

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. Use the steps in one of the following sections to find the CT Number:

Find the CT Number in System Information

Turn off the computer.
Turn on the computer and immediately press the Esc key repeatedly, about once every second.
Press F1 to view System Information.
Find the System Board CT Number listed on the System Information screen.

Figure : System Board CD Number

Find the CT Number on the notebook system board (notebook PCs)

To find the CT number printed on the system board on your notebook computer, open the memory access door or service door. 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.

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Examples: "LaserJet Pro P1102 paper jam", "EliteBook 840 G3 bios update"