Laptop randomly shuts down when it hits 15%

[davevidduong]

It started just today. My laptop would randomly just shut off when the battery was low. When I checked the percentage it shows 15% when I turn my laptop back on. I already checked the power options, and everything is normal there. I was wondering if anyone has any solutions to this. Also, I just notice that my laptop would not charge past 90%. It would charge up until 90%. Thanks in advance. 

[DavidSMP · Accepted solution]

Hi @davevidduong,

Welcome to the HP forums! It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I understand that your notebook shuts down randomly when the battery is low. It will be a delight to assist you here.

A commendable job was done by checking the power options. You have done awesome  troubleshooting before posting your question in the HP forums. It is always a great pleasure to work with tech-savvy and technically sound customers like you. Kudos to you for that. I am amazed at your technical skills and levels of technical knowledge.

For better clarity, I would require more information to assist you better.

Please let me know the product# of the computer.

Have you checked if it shuts down when the charger is plugged in?

This could be a hardware issue with the battery and we need to isolate it correctly. In the meantime, please perform a hard reset first. Steps:

• Power down the computer and unplug the charger. Then remove the battery only if it is a removable one.
• Hold down the power button of the unit for 15 seconds to discharge static electrical charges inside the machine.
• Replace the battery and reconnect the charger.

Then visit this link to update the bios and HP support assistant. Link: http://hp.com/drivers Please select the country and follow the on-screen instructions. Once this is done Please visit this link to run hardware diagnostics on the battery and other components. Link: http://support.hp.com/in-en/document/c03467259 Please run the complete diagnostics and jot down any failure code if a component fails. Primarily run diagnostics on the battery. Based on the information you could later calibrate the battery.

I genuinely hope things work great and the issue gets resolved without hassles. Hope this helps. Please let me know how this goes. To simply say thanks, please click the "Thumbs Up" button to appreciate my efforts. If this helps, please mark this as “Accepted Solution”.

Take care now and do have a blessed week ahead.

[davevidduong]

Thanks for the comment. I have found out that it only happens when the charger is not plugged in. I'm going to try the things you said to do and update you after I finish doing the steps you told me to do.

Product number: J8A22UA#ABA 

[DavidSMP]

Hi @davevidduong,

I thank you for your super quick reply. Please make sure that  you try these steps and see how it goes. I've done all I can to assist you. Please keep me informed about the progress.

I genuinely hope things work great and the issue gets resolved without hassles. Hope this helps.  To simply say thanks, please click the "Thumbs Up" button to appreciate my efforts. If this helps, please mark this as “Accepted Solution”.

Take care now and do have a blessed week ahead.

[davevidduong]

I have tried the solutions you have given me and I let it drain until 15% it still shutdown without warning. I have updated the BIOS, and checked out the battery using HP Support Assistant it says the Primary Battery's status is 'OK.' Any other solutions you let me know. Thanks for your quick reply.

[DavidSMP]

Hi @davevidduong,

I thank you for your quick reply. Please do not drain the battery down to 15%. I asked you to do a hard reset from the previous post. You've done a great job of troubleshooting by updating the bios. Hats off to you for that. I request you to run the F2 diagnostics for all the components from the link mentioned in my previous post.

Link:http://support.hp.com/in-en/document/c03467259 

I  genuinely hope things work great and the issue gets resolved without hassles. Hope this helps.  To simply say thanks, please click the "Thumbs Up" button to appreciate my efforts. If this helps, please mark this as “Accepted Solution”.

Take care now and do have a blessed week ahead.

[davevidduong]

I did the hard reset you told me to do, and the diagnostics test came back all good. This is very strange. I'm guessing it might be the battery, let me know if you have anymore solutions to try.

[DavidSMP]

Hi @davevidduong,,

I thank you for your quick response. Excellent work on troubleshooting. It is really a privilege to share this platform with technically competent customers like you. We definitely appreciate and value your relationship with HP.

The other alternative before buying a battery would be to check with another partially charged battery to see if it shuts down by visiting a local store. If that battery works fine then you could replace the battery. If it does the same thing, then there is a problem with the computer and it needs to be sent in for service to examine what is wrong. Please try calibrating this battery if it has not been done yet.

I  genuinely hope things work great and the issue gets resolved without hassles. Hope this helps.  To simply say thanks, please click the "Thumbs Up" button to appreciate my efforts. If this helps, please mark this as “Accepted Solution”.

Take care now and do have a blessed week ahead.

[davevidduong]

I already calibrated it. You have any settings you want me to try changing just to try, and see if it works?

[DavidSMP]

Hi @davevidduong,

Great response and thanks for that. You've done awesome troubleshooting and have not missed anything. It has been a pleasure to work with you on this platform.Hats off to for that. What you could do is back up all your files and also go to device manager and uninstall the battery ACPI drivers from the battery option and scan for hardware changes. then update the chipset drivers from http://hp.com/drivers. Finally backup all your data to an external drive and perform a complete system recovery as a last resort.

Link for system recovery:  http://support.hp.com/us-en/product/HP-ENVY-15-j100-Select-Edition-Notebook-PC-series/6521373/model/...

If this does not resolve it, we just need to isolate the issue to one thing here. It could either be the battery or the battery controllers that could be the culprit.

So please check with another partially charged new battery by getting in touch with a local technician and see if it shuts down with that also. If it does not then you could buy a new battery and the issue should get resolved.

I hope that answers your question.I  genuinely hope things work great and the issue gets resolved without hassles. Hope this helps.  To simply say thanks, please click the "Thumbs Up" button to appreciate my efforts. If this helps, please mark this as “Accepted Solution”.

Take care now and do have a blessed week ahead.