HPE SN2010M – serial number not recognized by Support Portal

[piotr_virtualst]

I’m having an issue with one of our HPE SN2010M switches (18SFP28 + 4QSFP28).
All ports suddenly turned solid red, and the device became unresponsive.
Restarting the switch (both soft and power cycle) did not fix the issue, and the management interface is not accessible.

I tried to open a case in the HPE Support Center, but the portal doesn’t recognize the serial number — it reports it as invalid.
From what I understand, this model is based on NVIDIA/Mellanox hardware, so I suspect it might be related to OEM registration.

Has anyone encountered a similar problems registering the SN2010M in the HPE system?
Any guidance on how to get proper HPE support for this switch would be greatly appreciated.

Thanks in advance for your help!

"Edited to clarify — this is a real support question, not a duplicate."

[Azr_geek]

Hello @piotr_virtualst,

It sounds like your switch may have experienced a serious hardware or firmware fault, especially since all ports turned solid red and the device is no longer responsive even after a reboot. When the HPE Support Center does not recognize the serial number, it often means the unit may be an OEM version originally sold through NVIDIA/Mellanox or another partner, which can prevent it from appearing in HPE’s system. In these cases, you usually need to confirm whether the switch was purchased through an HPE channel; if not, support might need to be handled through the original vendor. Your best next step is to contact HPE support directly (by phone or chat) and provide the serial number so they can manually check its origin, or reach out to the reseller who supplied the switch to verify its registration. They can guide you on which support path applies and help you get the device properly registered or redirected to the correct support team.

Regards,
Azr_geek