Battery percentage problem

[Suliman_Karmoul]

My device is new and I have a problem with the charger percentage .. I had a problem that when I charge the device the battery percentage reaches 99 and it stops charging ..

But the matter got worse and it stops charging when the percentage reaches 81 !!

In addition, it automatically turns it off when the percentage reaches 20 🥺💔💔💔

Please I want a solution to this problem 🥺💔 ...

Sorry about my English and I hope you understand me

[sandytechy20]

@Suliman_Karmoul

Welcome to HP support community.

I have a few steps listed below that should help you resolve this concern: 

Unplug the charge and use the laptop until the battery drains to 15%. 

Turn off the laptop and turn it back on after 30mins. 

Reinstalled Microsoft ACPI-Compliant Control Method Battery under device manager: 
1) In the search box, type and open “Device Manager”.  

2) Expand “Batteries”.  

3) Right-click the "Microsoft ACPI-Compliant Control Method Battery" that is listed there.  

4) Click on “Uninstall”.  

5) At the prompt put a check in the box to remove the current driver  

6) Shutdown the computer.  

7) Remove the battery for minute and then put it back in.  

😎 When the computer comes back up it should automatically find the driver.  

9) Go to Device Manager.  

10) Expand Batteries.  

11) Right-click the "Microsoft ACPI-Compliant Control Method Battery" that is listed there. 

12) Click "Search automatically for updated driver software"  

Do the same thing with Microsoft ACPI-Compliant Embedded Controller.  

Restart the computer and the issue should be fixed. 

You can refer this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Suliman_Karmoul]

Thank you for the help.

I did all the steps you listed, except the step related to disconnecting the battery; as the battery is built in and I cannot disconnect it without the help from an expert.

After doing all the steps, there was no change: the maximum charge percentage reached was 72%! 🤔

Any other ideas?

BTW, I generated the battery report using "powercfg /batteryreport" command (here it is Battery Report ), I hope it will be useful to understand the cause of the problem.

Thank you.

[sandytechy20]

@Suliman_Karmoul

Run a test in the battery.

Here are the steps:- Click here

[Suliman_Karmoul]

Thank you for the help.

*First I Used "HP PC Hardware Diagnostics Windows"

The results were multiple The first time the result was : "Fail" 

Then I tried again and the result was : "Canceled"

*Then i Used "HP Support Assistant"

Again, the results were multiple The first time the result was : "Replace"

Then I tried again and the result was : "Weak"

Anyway I purchased the device from another country on 19/8/2019
And I can't go there because of Corona
Does the global warranty include the battery?🤔

 Thank you .

[sandytechy20]

@Suliman_Karmoul

I request you to talk to HP's support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.