HP Envy laptop under 2 yr old, keep turning itself off whilst on battery-but not when plug in

[may2]

i bought my HP envy about 1 1/2 yr ago- still under warranty -extended warranty with JB Hifi in Australia. It did had some technical issue back in october-that i took back to the shop to fix- frozen after log on for few seconds- it took them over 2 wks to sort it out.. obviously more an IT issue.. did not need any replacement parts etc.. but ever since i got it back, i find it don't warn me when battery is low.. just suddenly the whole laptop turn itself off without warning... but i find it only happen when using battery, never ever happen when plug in.. i did numerous tests on the battery itself and it always say nothing wrong with the battery.. i even did a diagnostic test on the whole computer, and it say everything all working normal.. all ' passed'..

i did wonder if is a overheating problem.. as it has been a hot summer in australia .. but then one would thought would happen also when plug in.. not just on battery

i even went into setting and reset the notification on battery.. put reserve to 19%, low battery at 8%, critical at 7% etc.. but don't seem to be working

before i put it in to the shop to ' fix' - my laptop was warning me about low battery when it hit like 10% or something.. and when very low, it warn you to plug it in.. a big warning across the whole screen.. which ever since i got it back from the last repair.. it just do not appear any more ever..

a lot of times, it shut itself down completely when battery was still about 40% capacity- last time it was about 27% capacity

when i google online- it seem like a lot of people having similar issue.. is there any solution

is it really meaning the battery need replacing??

[DavidSMP]

Hi @may2,

Thanks for reaching out!  A very Good Day to you. 🙂 Hope you are doing well. 🙂  I understand that you have issues with battery turning off the computer when it is low without any warning.  I’ll be glad to assist you with this.:)

You’ve done an excellent job on diagnosing the issue from your end. Kudos to you on that score. 🙂 It is always a privilege to work with tech-savvy and technically competent customers like you. 🙂 We greatly value your relationship with HP. You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you. 🙂.

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

• Please let me know the complete model# of the unit and the operating system used?
• Have you calibrated the battery?
• Did you check with a different battery to see if this happens if it is possible?

Please perform a hard reset from his link: http://support.hp.com/us-en/document/c01684768

Then remove the battery ACPI drivers from device manager and restart the computer and check again.

Check to see if that fixed the issue.

Otherwise, restore the power plan to defaults and check when the battery goes low if it gives the “battery is low” notification.

Then calibrate the battery and perform the steps in this link and check again. Link to calibrate the battery: http://support.hp.com/in-en/document/c01297640

Then update the bios and chipset drivers from this link http://hp.com/drivers and follow the on-screen instructions.

• Also go to power options>change plan settings under balanced option> advanced power settings> Low battery level> on battery> change it to 20%
• Do the same for plugged in also.
• Critical Battery level > change it to 10%
• Plugged in > also to 10%
• Low battery notification>  change it to on
• Plugged in also change it to on.
• Low battery action > Change it to Do nothing
• Plugged in > change it to do nothing
• Reserve battery level> change it to 10%
• Plugged in> change it to 10%
• Then restart the computer and check if it does the trick for you.

Finally, if nothing works I request you to contact HP phone support to get the unit serviced by visiting this link: http://hp.com/contacthp    

Please select the country and type the product# of the unit and follow the on-screen instructions.

If the unit is under warranty, the manufacturer’s warranty will take care of repairs.

Hope this helps.  Let me know how this pans out. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you.  🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

Happy holidays to you and your family. 🙂

[may2]

model HP-Envy 17-K218TX 17" touch NB

it is not under the HP warranty-but is under the JB Hifi warranty

i did already tried changing the settings for power as you suggested many times.. at various numbers.. even took the battery out and put it back in many times, cleaned the dust from fan vent etc.. it just keep shut down suddenly and abruptly when at around 40% charge according to the computer..- lucky to see it once reach 27% before shut down..

since it work perfectly well when plug in, i say obviously a battery problem itself.. like what many other people with similar problem concluded online- that the battery probably need replacing..

i am planning to take it back to JB Hifi tuesday when the store reopen after the new year holiday to see if they will get it fix...they most likely will insist on keeping the laptop itself also  to make sure rule out other problems..

i did try to recalibate it too.. changed the power plan so it supposingly ' never' act on low battery to drain it whilst using it- but pity it keep shutting itself off when hit the 40% mark.. so not sure if it work.. but i plug it back in and hope it recalibate itself.. but still doing the same thing even after that..

in fact, last few days, i am too scare to let the battery go down to 40% so been pluging it in when it hit close to 40%.. so not sure if the problem still same today or not.. but i shall let it go down today and see what happen..

[DavidSMP · Accepted solution]

Hi @may2,

I read your response and thanks, fo trying these steps. You've been amazing to work with equipped with such levels of technical expertise. It has been an absolute privilege to have worked with you and share this platform with you. 🙂

Please first check with a different battery if it is a removable one before turning it over to the store. I am also glad that you have some kind of store warranty to get it fixed. 🙂

Trust me I've done all I can to help you here by keeping your best interest in mind. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

You take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

[may2]

the only thing i did not do was updating the BIOS and chipset-which i just did before..

i have done hard/forced reset few times

i have now  unplugged my laptop and see what happen with the battery- let it run on battery.. and see if the problem is fix or not..

sorry- no spare battery-so can not try witha  new battery to see if that fix the problem or not..

i have tested my battery and in fact, the whole system.. few times already-and the diagnostic tool keep saying everything is ok and battery no need to calibrate..

but anyway.. will tell you soon enough.. when the battery capacity go down and see if it shut itself off again on its own or would it be back to normal functioning again

yes, thanks for your help..

your time and effort most appreciated... especially on a holiday break and no one to talk to, or to get help from

hope you have a good holiday too, and the new year bring you lots of joy and cheers, and good luck

may

[DavidSMP]

Hi @may2,

Thanks for the quick response. Please try the steps and I hope the issue gets fixed. You could try with a spare battery at the store.

Hope things work great for you. 🙂 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care and do have a splendid weekend. 🙂

[may2]

it is indeed definitely the battery problem- yesterday- the battery start to not charge.. say 61%-not charging- when plug in-and the indicator light flash like it is fully charged.. and this time , when i run the battery test to it-it say battery need replacing..

so obviously the problems i had prior to that are signs that the battery was dying.. but just that the laptop itself did not detect any issue with the battery at that time

so yes, i am definitely taking it back to the shop to get a repalcement battery under warranty today.. when the shop open after the new year holiday

hope that now the battery problem is confirm, then maybe they do not need to keep the whole laptop .. that would be good.. to at least able to still have my laptop to do work with..

the laptop itself work ok if plug in..

may