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HP PCs - Product Information Not Valid Error Displays before the Computer Starts

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15-ac106na
Microsoft Windows 10 (64-bit)

Hi all.

 

Seems i have a common issue where the CT number doesnt appear to be valid? How can I go around fixing this?

 

Also another problem, i dont know if its related, my Laptop will NOT charge when its turned on, but will charge fine when its turned off?

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Hi @Davehillbo

 

Welcome to the HP Forums!

 

It is a great way to engage, post questions and find resolutions by working with specialists in the HP community.

 

I reviewed your post and I understand that the battery is not getting charged when the computer is turned on.

 

I’d love to help!

 

I am not sure what CT number you are referring to and where are you getting the message/error that it is not valid? Please provide me more information so I may provide you with an accurate solution.

 

Follow below steps to fix the battery not charging issue.

 

Reinstalled Microsoft ACPI-Compliant Control Method Battery under device manager.

 

Here is how you do it.

 

Step 1: Click the Windows “Start” button and right-click “Computer.”

Step 2: Click “Manage,” then “Device Manager.”

Step 3: Click the “Batteries” section. A list of devices will appear.

Step 4: Right-click the “Microsoft ACPI-Compliant Control Method Battery” device and click “Uninstall.”

Step 5: Click the “Action” menu item and “Scan for Hardware Changes” to reinstall the driver.

 

Restart the computer and the issue should be fixed.

 

Let me know how it goes and you have a good day ahead.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

Take care!

 

Cheers!

The_Fossette
I am an HP Employee

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Hi there

 

This is the issue i am having:

 

http://support.hp.com/gb-en/document/c01443496

 

David.

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HP Support Agent
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Hi @Davehillbo

 

Thank you for posting back.

 

For the CT number invalid error, as mentioned in the document you have shared, you need to contact phone support and they will be able to assist you with it.

 

Follow below steps in contact phone support.

 

Step 1. Open link:  www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on HP contact options - click on Get phone number

 

Take care!

 

Cheers!

 

 

The_Fossette
I am an HP Employee

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