Power Issue - HP Pavilion 15" Laptop

[EFNinja7]

HP Pavilion 15 au, approximately 3 years old, will only run on Battery. When Battery fully discharged must be plugged into recharge as will not run on mains supply. Laptop will not charge when switched on and plugged into mains. Tried removing battery but laptop will not turn on without battery in place.

When turned off and plugged in to charge, charging light is orange, and changes to white when battery is fully charged.

It will run when plugged into mains supply but is running on Battery only.

[Echo_Lake]

@EFNinja7

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Did you try another charger?
• Does the notebook shut down immediately (right after you unplug the charger)?
• Do you get any error message on your notebook (Such as Plugged in, not charging, etc.)?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default:

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. If the issue persists, follow next steps.

Run hardware diagnostics test on battery and Charger:

Use the following steps to open the Component Tests menu.

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. On the main menu, click Component Tests.
4. The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.
5. To run both tests simultaneously, in the Component Tests menu, click Power Source, and then click Run once. Each component can also be tested individually.

AC Adapter Test:

The AC Adapter test provides an interactive test to determine if the AC power adapter is functioning properly. A good battery is required for this test. Before running the AC Adapter Test, HP recommends verifying that your computer can receive power by connecting a known working AC adapter.

Follow these steps to perform the AC Adapter Test.

• In the Component Tests menu, click Power, and then click an AC Adapter Test.
• Click Run once.
• The AC Adapter Test begins.
• When the test is complete, the results are displayed on the screen.

Battery Test:

Follow these steps to perform the Battery Test:

1. In the Component Tests menu, click Power, and then click Battery.
2. Click Run once. The Battery Test begins.
3. When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details.

If the test passes, continue with these steps:

1. Go to Start, search for Device Manager, and open this result.

2. Expand batteries.

3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.

4. Shut down the computer. 

5. Disconnect the charger.

6. Remove the battery.

7. Hold down the power button for 1 minute.

8. Insert the battery only.

9. Attempt to turn the battery on.

• If possible, try an alternate charger.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[EFNinja7]

Hi Echo_Lake,

Thank you for your suggestions, I tried them but unfortunately they do not appear to have solved my problem.

I Tried the Hard Reset with a Fixed Battery but it appeared to have no effect.
I tried resetting the BIOS default as suggested and ran the hardware Diagnostic but it didn't
find the A/C Charger to do the test but confirmed the Battery Charging Capacity at 72%, 580 Cycle count
with 1657 days of age, the full charge Capacity 3902 mAh with remaining Capacity of 1840 mAh (47%).

In answer to your questions:
1. This happened about 1 year ago so not sure if it was as a result of a Windows software update.
2. I'm using a Logic replacement charger as the original was eaten by the dog.
the Laptop power spec is +19.5Volts with an Amp rating of 2.31
the replacement charger is +19Volts with an Amp rating of 4.74
Note the problem happened whilst on the original charging cable.
3. The notebook only shuts down when it runs out of Battery power, the A/C adaptor only seems to charge the battery.
4. When you open the Battery app. it reads "Power mode (on Battery) Better performance". Then you plug in the
A/C  it changes to "Power mode (plugged in) Better performance" for about 2 seconds then returns to "Power mode (on Battery) Better performance".

It appears to be defaulting to the battery power mode but will not charge the battery unless the machine is turned off.

I've tried opening the cover and removing the battery in the hope that it would default to a/c input but it would not turn on so I put the battery back into the machine.

As it stands I have between 2-4 hours life out of the machine dependent on applications running before the battery runs out and I need to charge it up again to use it.

As my partner is trying to use this machine presently to work from home any further advice would be most appreciated.

[Echo_Lake]

@EFNinja7

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue.  As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.