cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
New member
4 3 0 0
Message 1 of 8
252
Flag Post

HP Spectre X360 not working on battery power

HP Recommended
HP Spectre x360 Convertible 13-ap0xxx
Microsoft Windows 10 (32-bit)

Hi There,

 

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??

 

Thanks,

Ari

7 REPLIES 7
Highlighted
HP Support Agent
HP Support Agent
30,154 30,104 2,495 3,763
Message 2 of 8
Flag Post
HP Recommended

@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

 

P.S: Welcome to HP Community 😉

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!                                                                

Riddle_Decipher
I am an HP Employee

Reply
0 Kudos
Highlighted
Author
New member
4 3 0 0
Message 3 of 8
Flag Post
HP Recommended

Hi Riddle_Decipher,

 

Thanks for the response. I have tried the troubleshooting steps as instructed with results below:

 

  1. Reinstalled "Microsoft ACPI-Compliant Control Method Battery" and updated driver
  2. Reinstalled "Microsoft ACPI-Compliant Embedded Controller" and updated driver
  3.  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
  4. Ran battery test via HP Support Assistant. Result: "Primary Battery OK"
  5. Ran AC Adapter test via HP PC Hardware Diagnostics Windows tool. Result: "Passed:
  6. 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?

 

Thanks,

Ari

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
30,154 30,104 2,495 3,763
Message 4 of 8
Flag Post
HP Recommended

@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.

Riddle_Decipher
I am an HP Employee

Highlighted
Author
New member
4 3 0 0
Message 5 of 8
Flag Post
HP Recommended

Thanks @Riddle_Decipher. I'm out of warranty. Will DM you

 

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
23,479 23,371 1,295 1,384
Message 6 of 8
Flag Post
HP Recommended

@Ari_N

 

You can try contacting the service center.

Here is a link to contact HP Service Centers, by Country/Region: Click here.

 

Cheers.

 

Sandytechy20
I am an HP Employee

Reply
0 Kudos
Highlighted
Author
New member
4 3 0 0
Message 7 of 8
Flag Post
HP Recommended

Hi @Sandytechy20,

 

There is no option on that page for Australia?

 

Regards,

Ari

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
23,479 23,371 1,295 1,384
Message 8 of 8
Flag Post
HP Recommended

@Ari_N

 

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.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

Reply
0 Kudos
Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation