12-15-2017 05:16 AM
I have an issue with my laptop that I bought about 1 year ago. The battery is not lasting nearly as long as before, even when I'm not using a lot of applications at the same time. From around 8-10 hours battery life it is now reduced to 2-3 hours. Even when battery is aging, this should not be normal after only one year. Also, the laptop is always running very hot, and the ventilation is working constantly. I am in Bali, Indonesia right now for the next few months and I tried to contact customer support but somehow its unavailable. Is there anything I can do, as I still warranty with global coverage?
12-16-2017 11:46 AM
Thank you for posting on HP Forums,
Riddle_Decipher is at your service.
As I understand the battery doesn't last longer any more,
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:
Did you check if there's enough ventilation for the device to cool down?
Have you attempted to calibrate/test the battery?
While you respond to that, here's what you need to do:
Testing and calibrating the battery using HP PC Diagnostics UEFI (preferred method)
HP provides diagnostic software you can use to test hardware components on your computer and confirm hardware failures. The Battery Test checks your system to make sure the battery is functioning properly. It will test the battery and allow you to run calibration if needed.
HP occasionally makes updates to its HP PC Hardware Diagnostics (UEFI) environment. To download the latest version, go to the HP Hardware Diagnostics website. For more information about installing and using the HP PC Hardware Diagnostic tests, see Testing for Hardware Failures (Windows 10, 8)
Use the following instructions to test the battery:
Press and hold the power button for at least five seconds to turn off the computer.
Turn on the computer and immediately press the F2 key repeatedly, about once every second until the HP PC Hardware Diagnostics UEFI menu is displayed.
(By the end of this article all the issues should be resolved)
If the tests pass, you may reinstall the battery drivers from the device manager and then update the BIOS: Click here to find and install the same, if you have constant issues with overheating: Click here for steps.
If the tests fail, Contact HP to have the device either repaired / replaced:
HP Support can be reached by clicking on the following link:
* Open link: www.hp.com/contacthp/
* Enter Product number or select to auto detect
* Scroll down to "Still need help? Complete the form to select your contact options"
* Scroll down and click on HP contact options - click on Get a Case & phone number.
They will be happy to assist you immediately.
If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.
If you would like to thank me for my efforts to help you,
feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,
Followed by clicking on the "Accept as solution".
Have a great day!
I am an HP Employee
12-28-2017 04:03 PM
Thank you for the answer. I did all that and contacted the customer support twice through the chat option. There were updates installed and I did a manual calibaration but nothing helped with the issue. I was supposed to have warranty until January 6th 2018, thats what it said the whole time when I looked at my HP manufacturer warranty. Yesterday I spoke to customer support a second time and said that I would like to know the other options under the warranty and the technician said I could send it in if the manual calibration would not work. well it didnt. Now I wanted to contact them again and suddenly my warranty is expired although it showed me the whole time that it was still valid until 6th of January. This seems to be a weird coincidence now that I wanted to act upon the warranty and get the battery repaired.
Really dissapointed that customer support was not able to help and also did no follow up although promised. I had to contact them again myself.
12-28-2017 04:10 PM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.
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