07-31-2020 10:46 PM - edited 07-31-2020 10:47 PM
I have an HP Spectre x360 which is only a little over a year old (just out of warranty). The laptop works fine on AC power however when the power cord is removed, the laptop dies and will not turn on at all. I am unable to complete a hard reset, there is no power.
I have run the HP PC Diagnostics tool and ran the battery test there and it passed. So hoping this is a software issue and not a faulty battery.
Any further ideas??
08-03-2020 11:20 AM
@Ari_N I have a few steps listed below that should help you resolve this concern:
Unplug the charge, Turn off the laptop and turn it back on after 30mins.
Reinstall 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 a minute and then put it back in. (Skip this step if you have a non removable battery)
8 - 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.
If the issue persists, run a battery and adapter test using the steps mentioned in this link: Click here
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08-04-2020 07:04 AM
Thanks for the response. I have tried the troubleshooting steps as instructed with results below:
- Reinstalled "Microsoft ACPI-Compliant Control Method Battery" and updated driver
- Reinstalled "Microsoft ACPI-Compliant Embedded Controller" and updated driver
- Shut-down notebook, pulled out AC power cable, then tried to turn on notebook on battery power. Result: would not turn on/boot-up. Issue persists
- Ran battery test via HP Support Assistant. Result: "Primary Battery OK"
- Ran AC Adapter test via HP PC Hardware Diagnostics Windows tool. Result: "Passed:
- Ran battery test via HP PC Hardware Diagnostics Windows tool. Result: computer shut down in middle of test. Note that this test has passed previously
So unfortunately the issue is not resolved. Is there anything else that you can suggest?
08-04-2020 07:34 AM
@Ari_N Could be an issue with the DC connector on the system board that's malfunctioning, and I suggest you talk to HP support and discuss your options, follow the below steps to get started:
1) Click on this link - http://www.hp.com/contacthp/
2) Click on Sign-in or select the product using the below step:
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on "Show Options".
Fill the web-form, to populate a case number and phone number for yourself!
Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from,
here's how private messages work: Click here for details.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee
08-06-2020 07:34 PM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
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