New HP battery in OMEN 15 will not calibrate

[najnad]

I got a new HP battery for my Omen 15-dc0xxx, but it will not calibrate. I try HP PC Hardware Diagnostics try to run the battery check and it says "Cancelled" after a few minutes. I try the HP Support Assistant Battery Calibration and after I run it, it still says I need to calibrate. I try running the memory test until the batter runs out and then run calibration again after it recharges and no change. Here is the log from the PC Hardware Diagnostics:

Test Logs - Battery Check - 1

TestVersion = 1.17.5.0

TestId = a088469f-b159-4d7e-b4f9-0f1ed77a95af

Instance = 1

StartTime = 2021-01-04T08:51:25

ExecutionDuration = 00:00:41

Result = Cancelled

==================================================

CeementBatteryCheckResult: 12

DevicesSupported: 1

DeviceCount: 1

Primary_ACPowerOn: True

Primary_ACAdapterOk:

True ACAdapterStatus: False

Primary_TestresultString: CALIBRATE

Primary_DesignCapacity: 4550mAh

Primary_FullChargeCapacity: 4544mAh

Primary_RemainingCapacity: 4351mAh

Primary_MaxError: 100

Primary_CycleCount: 2

Primary_Temperature: 23deg C

Primary_Voltage: 17343mV

Primary_Current: 0mA

Primary_DesignVoltage: 15400mV

Primary_Status: 224

Primary_CellVoltage1: 4337mV

Primary_CellVoltage2: 4334mV

Primary_CellVoltage3: 4335mV

Primary_CellVoltage4: 4338mV

Primary_SerialNumber: 09001 11/12/2020

Primary_ManufacturerName: 333-1B-4B-A

Primary_BatteryCTNumber: 6GXJU04WYB95M5

Primary_Warranty: 3

Primary_CalibrationType: 3

Primary_ChargeControl: Failed

Primary_TempCharge: True

Primary_ChargeTest: False

Primary_ChargeCapacity: 99

Primary_TempAlarm: False

Primary_DeepDischarge: False

Primary_FullCharge: False

Primary_FullChargeStatus: True

Primary_BatteryCharge: False

Primary_DesignCycleCount: 1000

[praveenbv]

Hi@najnad, Welcome to the HP Support Community!

I understand that you have an OMEN By HP Laptop 15-Dc0xxx and the battery needs to calibrate. You've done a remarkable job performing the steps. 

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

NOTE: You may skip any steps that have been performed by you already.

• Power off the laptop.
• Remove the battery out. If the battery is integrated and does not have a latch to release it then leave the battery inside the laptop.
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the battery and plug the AC adapter.
• Power ON the laptop.

Now let us uninstall the battery drivers and reinstall them. The following steps will help:

• Open the device manager. 
• Expand "Batteries". Right-click on the ACPI battery drivers and select uninstall. If there are multiple entries of the ACPI battery drivers then uninstall them all.
• Close the device manager. Restart the laptop.
• The Windows operating system will reinstall the battery drivers while restarting. 

It is a good idea to download and run a BIOS update for your laptop via this link. The charger must be connected until the BIOS update is complete to avoid any power interruptions due to the battery draining out. 

Post a successful BIOS update,  you may check if the battery charges fully. If not then please perform the steps as described in detail in this HP document. These steps help in testing and calibrating the battery. 

NOTE: Please skip the steps mentioned in "Test and calibrate the battery using HP Support Assistant".

I sincerely hope this fixes the issue. Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[najnad]

I have done all as you suggested, again. Here is the latest test log that cancelled and says I still need to calibrate. I also ran the AC adapter test, that passed. I have updated the BIOS and run all the procedures listed, no change in the computer thinking it needs to calibrate. And in the past few days I noticed that the maximum charge it shows is 93%, but I am guessing this is related to the calibration issue. Please help

Test Logs - Battery Check - 1

TestVersion = 1.17.5.0

TestId = a088469f-b159-4d7e-b4f9-0f1ed77a95af

Instance = 1

StartTime = 2021-01-19T09:19:05

ExecutionDuration = 00:00:54

Result = Cancelled

==================================================

CeementBatteryCheckResult: 12

DevicesSupported: 1

DeviceCount: 1

Primary_ACPowerOn: True

Primary_ACAdapterOk: True

ACAdapterStatus: False

Primary_TestresultString: CALIBRATE

Primary_DesignCapacity: 4550mAh

Primary_FullChargeCapacity: 4544mAh

Primary_RemainingCapacity: 1660mAh

Primary_MaxError: 100

Primary_CycleCount: 5

Primary_Temperature: 23deg C

Primary_Voltage: 15925mV

Primary_Current: 2081mA

Primary_DesignVoltage: 15400mV

Primary_Status: 128

Primary_CellVoltage1: 3980mV

Primary_CellVoltage2: 3984mV

Primary_CellVoltage3: 3984mV

Primary_CellVoltage4: 3976mV

Primary_SerialNumber: 09001 11/12/2020

Primary_ManufacturerName: 333-1B-4B-A

Primary_BatteryCTNumber: 6GXJU04WYB95M5

Primary_Warranty: 3

Primary_CalibrationType: 3

Primary_ChargeControl: Supported

Primary_TempCharge: True

Primary_ChargeTest: True

Primary_ChargeCapacity: 99

Primary_TempAlarm: False

Primary_DeepDischarge: False

Primary_FullCharge: False

Primary_FullChargeStatus: False

Primary_BatteryCharge: True

Primary_DesignCycleCount: 1000

[praveenbv]

 @najnad,

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.