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IbrahimMo
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Laptop Battery at 100% but doesn't work

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Omen X-17
Microsoft Windows 10 (64-bit)

Hello,

 

I'll try to describe the problem from when it started so it could maybe give you an idea of the problem. A week ago, the laptop started shutting down when it hit around 20% battery without any warning. Then, yesterday, it started shutting down once the charger is disconnected. Now I can't turn on or use the laptop without the charger being connected. The battery icon shows it being fully charged at 100%. 

 

Here's what I have done so far:

 

I opened the case to check if there are any loose cables, there doesn't seem to be a loose one. I removed the battery socket connected to the motherboard and the laptop started without a problem. I ran an HP diagnostic on the battery and it returned an "OK". 

 

Laptop Product Number : 2LV60UA#ABA

 

I don't think the battery needs to be replaced it was working fine before those problems started. Can anyone help, please? Thanks in advance.

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thisistim
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i have the exact same problem with same model. can anyone please help

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The_Fossette
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@IbrahimMo, @thisistim

 

I reviewed your post and I understand that the computer shuts down when you disconnect the charger.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you update the BIOS from the below link and check if it helps.

 

https://ftp.hp.com/pub/softpaq/sp107001-107500/sp107365.exe

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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thisistim
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updating  the bios to this version is what cause this to happen in the first place, can you do much more effort ...

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IbrahimMo
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Thank you for your response! I tried updating the bios and it didn't work. Anything else?

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The_Fossette
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@IbrahimMo, @thisistim

 

Run a test on the battery following the steps in the below article.

 

https://support.hp.com/in-en/document/c04700771

 

Let me know how it goes!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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IbrahimMo
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The test passed, still not working though! 😕

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IbrahimMo
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Test log:

TestVersion = 1.17.5.0 TestId = a088469f-b159-4d7e-b4f9-0f1ed77a95af Instance = 1 StartTime = 2020-11-27T08:01:06 ExecutionDuration = 00:00:30 Result = ExecutionPassed PassID = 29988-13610-93358 ================================================== CeementBatteryCheckResult: 11 DevicesSupported: 1 DeviceCount: 1 Primary_ACPowerOn: True Primary_ACAdapterOk: True ACAdapterStatus: False Primary_TestresultString: OK Primary_DesignCapacity: 8572mAh Primary_FullChargeCapacity: 5088mAh Primary_RemainingCapacity: 4994mAh Primary_MaxError: 1 Primary_CycleCount: 790 Primary_Temperature: 33deg C Primary_Voltage: 12678mV Primary_Current: 0mA Primary_DesignVoltage: 11550mV Primary_Status: 240 Primary_CellVoltage1: 4322mV Primary_CellVoltage2: 4074mV Primary_CellVoltage3: 4282mV Primary_CellVoltage4: 0mV Primary_SerialNumber: 01580 08/19/2017 Primary_ManufacturerName: 333-27-4A-A Primary_BatteryCTNumber: 6GJVE04TZ912JC Primary_Warranty: 3 Primary_CalibrationType: 3 Primary_ChargeControl: Failed Primary_TempCharge: True Primary_ChargeTest: False Primary_ChargeCapacity: 59 Primary_TempAlarm: False Primary_DeepDischarge: False Primary_FullCharge: False Primary_FullChargeStatus: True Primary_BatteryCharge: False Primary_DesignCycleCount: 1000
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The_Fossette
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@IbrahimMo

 

I recommend you contact support to further diagnose the issue.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

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.

 

Cheers!

The_Fossette
I am an HP Employee

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