Laptop Shutting Down Without Warning After 50% or below 40% Battery Power Without AC Power

[ace2alchemist]

Hi All,
I bought a HP Pavilion Gaming Laptop 15-cx0143tx last year around September and I found an issue recently as such use case I did not try earlier. I will now state the problem :  My laptop whenever is unplugged from AC power and is running on battery it shuts down suddenly/abruptly without any warning message (battery low indicator) and does'nt powers on until AC power is plugged. But to my surprise the battery indicator still shows it has 40 % or 50 % or 30 % battery. Its quite random but the laptop shuts down whenever the power level is below 40% or 30% although it still has power. 

After plugging the AC power cable the battery charges to 78% or 85% and then shows plugged in but not charging. It does not charge beyond those level. I tested the HP diagnostic tool and there were no battery issues in those results. My BIOS is updated and I have also checked all sorts of power plan and windows options and made sure no settings are there on low battery shutdown option. 

I googled and found such issues for plugged and not charging but have not found any solution. I even uninstalled the microsoft battery drivers from device manager but no luck. This model has no easily battery removal. 

Please help me out. HP India Customer Service is Worst and they are not helping me. I messaged them on Messenger and Whatsapp but they are ignoring even I'm eligible in warranty period. Is this a battery problem or some windows problem. Please help me. Its urgent.

[Photoray002]

Hello @ace2alchemist 

If your system has the UEFI Diagnostics tools available, use that to test the battery with.

With the computer off, plug the power cord in, press the power button and rapidly tap the F2 key to boot into the diagnostics menu.

If it appears, look for Component Tests and go to Power. Run the tests for Battery.

Does it give you any failure code when finished?

[ace2alchemist]

Hi @photoray002,

Thanks for your reply but I have checked for battery test through HP Support Assistant tool only and there was no failure code. I will ppost the screen shot as well :

Now please help me out.

[Photoray002]

"Now please help me out."

Well you know, that's what I'm trying to do OK?  😉

Even though the test shows its OK, I suspect the battery is the cause of the issue.

Open the Device Manager and go to Battery.

Drop down the arrow and right click on Microsoft APCI-Compliant Control Method Battery and uninstall it.

Reboot the PC and see if it helps. If not, then I still suspect the battery needs to be replaced.

[ace2alchemist]

Hi

I had uninstalled the Microsoft battery drivers from device manager and on rebooting next time it installed the drivers but still no luck. The laptop still shuts down after 40 percent. I agree with you this may be a battery issue due to corrupted power cells in certain region of the battery.

I have this laptop in warranty and hope that they replace me a new battery as I have raised a complaint in HP India customer service.

Please let me know if I need to do something more for free replacement or have I missed any point.

[Photoray002]

Nope, just contact HP Support as you already have and they will work with you directly with the issue.