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new motherboard changed my serial number..

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December 13, 2006 4:44:18 AM

I have a hp M7360 media pc and i had to get it replaced because of a code purple error and they put a new motherboard in which is the same exact one as the old one , but now when i go to system info or help and support it lists my pc as an m7350n and mine is suppose to be a m7360n ?

On the system info it now shows a different product name ,product number , and serial number from the original serial number and product number that is on the back of my pc .

What can i do for my system to show the right info again when i click on hp pavillion support information ?
December 13, 2006 7:05:02 AM

Quote:
Are you sure they didn't put a slightly diffrent board in? The serial and product number will change when the motherboard is relaced. The new motherboard isn't going to have the same serial as the last. If it is showing somthing diffrent then what the old one was then they probably put a diffrent board in. If you want to check it then download CPU-z and it will tell you what is in the system. If it tells you the same thing then they gave you diffrent parts is all.
It is the same model and type of board which they put in but now instead of my computer showing up as a m7360n it shows up as an m7350..

So what do i do when i have to call HP for technical help or any other kind of help and they ask me for my product number and serial number ? I have always given them the product and serial number that is embedded on the back of my pc which also used to show everytime i click on the help and support icon but now since they replace my motherboard when i go and click on the hp pavillion support icon or the help and support icon it shows a new product and serial number and i dont know if i should give them that one or the original which is embedded in the back of my pc ? Also now another dilemma that im having is if my pc is still a m7360n or a m7350 ?
December 13, 2006 8:30:12 AM

you better call HP,
it looks like they've put an old refurbished board of a other computer in it.
check with sisoft sandra and CPU-z what's in your computer, and if it is older than your previous, it's time to get nasty to HP.
i think this computer was still under warranty?
they have to repair it with the same type of mobo!!
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December 13, 2006 9:36:46 AM

Yeahup they stuck you with an older MB. You should call them and ask how this will effect your warranty! And if they don't care, then you know to never ever buy another product from them! Write a letter to them and tell them so! If they are so willing to stick it to you so they can save a few dollars then they will loose even more when you never buy from them again. And of course you will tell all your family and friends here on Tom's....
December 20, 2006 3:55:37 AM

I called HP and told them about this and they told me that the serial number that appears when i click hp support icon is registered to a lisa howard :? ..What exactly does that mean ? Did that mobo belong to somebody else ?
December 20, 2006 10:36:38 AM

it means that ms lisa howard had a problem with her computer,
hp changed some parts on her computer, and used the old motherboard from lisa howard's computer inside yours, when they have tested it!

now it's really time to call HP and demand a new!! replacement and no old refurbished one from somebody elses computer!
if not, call your lawyer!!
they have used older parts from an other computer to fix yours.
Anonymous
a b V Motherboard
a b α HP
a b K Overclocking
March 24, 2010 10:13:51 PM

hi there i' just guess my english not good either but i have a problem just like other guy
I'm also computer repair from hp
here i tell you guy so you guy wont get nervous from HP
whenever u send a defective hp laptop or desktop to HP repair center
Depend on what problem if u have no video problem blue screen or over heat they will change your mother board
whenever they change ur mother board they is a DISC to change ur serial and model # back to same serial and model the back of ur bottom cover but ur problem is HP repair center didn't change ur serial # all you have to do just call hp support and send back your laptop to repair center may sure you write them a sheet in a piece of paper put in the middle of your laptop tell them to change the serial # of course hp support gonna ask you what wrong is your laptop just tell them when i turn on computer all like on but no video even i hit F10 there is no beep after that hp support will get u to hp repair center i hope this help you but one thing dont get nervous and remember i'm just guess i no longer work for hp and that DISC is call HP utility good luck all have a nice day
July 4, 2010 7:06:22 AM

Hp did not send you a defective motherboard. They did not send you someones elses bad motherboard. yelling at hp will do no good. i am a certified hp field tech. what happens is this.. since hp no longer makes new motherboards for any computer over about 1 year old, they remanufacture the board that have a problem and recertify them for replacement. when a motherboard in a familly is replaced the DMI information that is on the eeroms of the motherboard will reflect the information that was there the last time it was used in a system. a tech will boot and execute a piece of dmi software the allows him to rewrite the information in the eerom to reflect the information found on the bottom of the computer box starting with the Build id number, ect. look on the bottom of your computer and you will see a silver tab with lots of info. also included, sometimes on the side is a tag with model and serial numbers. these also have to be inputed. all these numbers and letters have to be inputed correctly. otherwise the recovery cd,s may not load properly. ass hp will not give these dmi cd's to just anyone that is why you need to take this to a certified hp tech. he will usually charge a nominal amount to retattoo the motherboardand remate the hard drive to the motherboard. this will fix the dredded purple error and the issue where your recovery cds will give you a not supported this motherboard error. this is a classic problem in buying motherboards on ebay without checking the bid or build id number to make sure they are the same.

further questions feel free to ask
September 3, 2011 5:52:46 PM

phowg said:
Hp did not send you a defective motherboard. They did not send you someones elses bad motherboard. yelling at hp will do no good. i am a certified hp field tech. what happens is this.. since hp no longer makes new motherboards for any computer over about 1 year old, they remanufacture the board that have a problem and recertify them for replacement. when a motherboard in a familly is replaced the DMI information that is on the eeroms of the motherboard will reflect the information that was there the last time it was used in a system. a tech will boot and execute a piece of dmi software the allows him to rewrite the information in the eerom to reflect the information found on the bottom of the computer box starting with the Build id number, ect. look on the bottom of your computer and you will see a silver tab with lots of info. also included, sometimes on the side is a tag with model and serial numbers. these also have to be inputed. all these numbers and letters have to be inputed correctly. otherwise the recovery cd,s may not load properly. ass hp will not give these dmi cd's to just anyone that is why you need to take this to a certified hp tech. he will usually charge a nominal amount to retattoo the motherboardand remate the hard drive to the motherboard. this will fix the dredded purple error and the issue where your recovery cds will give you a not supported this motherboard error. this is a classic problem in buying motherboards on ebay without checking the bid or build id number to make sure they are the same.

further questions feel free to ask

so what is causing the problem with the dv7-3165dx systems changing the serial number and product number to 1234567890. how can this be fixed. no repairs. no problems with this computers just updates from hp and MS
September 7, 2011 4:08:57 AM

If you EVER get a "CODE PURPLE" again, Search for a file called "run.py". It'll be in the HP/BIN folder. Delete the "run.py file. You're computer will start as normal. It's a boobie trap to prevent you from swapping mobo's. I just had to do this myself as my old HP Pavillion a1630n with an ASUS board got bricked. So I bought a gaming rig and added my old HP hard drive to a Biostar board. Deleting that python run file worked like a charm as it's a routine that gets called when serial numbers don't match, then it "throws" a code purple. I did have to reactivate my Windows though.

Hope this helps others from dealing with this error in the future.



EDIT: Didn't realize this thread was so old. But any HP/Compaq with "Code Purple" should be able to just delete the file run.py and be on their way. Make sure the file you delete is in the HP/BIN configure. I've had no issues with my set up now after deleting that file.
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