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Battery doesn't charge when the computer is turned on (but recharges when it is turned off).

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OMEN 15-ax003nf
Microsoft Windows 10 (64-bit)

Hello ! 

So basicly my PC charger's still plugged in:
when the computer is off (or in standby) the battery recharges normally.
and as soon as I turn on the pc, the battery stops charging, until the battery runs out and it shuts down.

(pc connected, orange charging LED, as soon as I turn on the pc, the LED goes white and the battery charges more)
I changed my battery last month and everything worked fine for a month.
I've already tried and failed:
- bios update (January 1st, 2020)
- Battery reset (disconnect charger and battery, press the ignition button to drain the internal components)
- Complete reinstallation of windows, including hard disk formatting
Do you have any leads that might explain this problem?
HP Support Agent
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@infra Welcome to HP Community!


I understand that the battery will charge only while the laptop is shut down.


I suggest you start with a hard reset: Click here for steps, 

When done, you may want to check with an alternate power cord/adapter as it could be a malfunction that's causing this issue to occur, here's what you could do: 


If the charger shows inconsistent power output values, I would suggest that you step into Best Buy or staples and try with a different adapter and that should isolate the issue to the adapter or the computer. 


Please try a different battery on the unit as well.  

Do not buy the battery and adapter. It is only for testing. 

Use spare ones that they may have. If it works correctly, then you could think of buying it. 


Meanwhile, also, try the below: 

Steps to uninstall the ACPI drivers 

Right-Click on start button> click device manager> Batteries>then select the s drivers and right-click on it and uninstall all battery drivers. 

Then restart the computer and check again. 


Link for battery testing and calibration 


Please update the BIOS as well.


Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!



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Thanks for your answer.


I already tried to Hard Reset Power supply: no change


I used HP PC Hardware at startup to try those steps:

AC adapter test: AC adapter not detected, so test cannot be performed

Battery Test :
      Primary - Calibration Required (21)
      Logic state: No mains supply (21), Load state - Not available
     (I specify here that the charger was plugged in)

So I tried to calibrate the battery, but the AC adapter is needed, but again it is not detected when it is connected.

(how to do the calibration in this case?)


I tried the same tests with another battery and another charger: no change.

I also tried to uninstall the ACPI drivers, and it didn't help.

I have also updated the BIOS (F55) and no change


None of the proposed solutions have worked . Do you have any other leads?

Thank you in advance!

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HP Support Agent
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Thank you for the update.


In that case, I would suggets you contact our phone support and check for the support option. They will help you.


Here is how you can get in touch with phone support.



1)Click on this link -


2)Select the product type.


3)Enter the serial number of your device or select let HP detect your product option.


4)Select the country from the drop-down.


5)You should see the HP phone support number or Chat option listed.


We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 


Have a nice day!!


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