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Message 1 of 6
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My laptop shutdown suddenly on about 30-40% battery and won't turn on until plugged.

HP Recommended
Microsoft Windows 10 (64-bit)
My laptop turn off suddenly while still charged and won't turn on until plugged, here's some informations:
CeementBatteryCheckResult: 11
DevicesSupported: 1
DeviceCount: 1
Primary_ACPowerOn: True
Primary_ACAdapterOk: True
ACAdapterStatus: False
Primary_TestresultString: OK
Primary_DesignCapacity: 2850mAh
Primary_FullChargeCapacity: 1608mAh
Primary_RemainingCapacity: 1023mAh
Primary_MaxError: 2
Primary_CycleCount: 70
Primary_Temperature: 33deg C
Primary_Voltage: 16216mV
Primary_Current: 1947mA
Primary_DesignVoltage: 14600mV
Primary_Status: 128
Primary_CellVoltage1: 4067mV
Primary_CellVoltage2: 4059mV
Primary_CellVoltage3: 4006mV
Primary_CellVoltage4: 4095mV
Primary_SerialNumber: 02283 01/26/2018
Primary_ManufacturerName: 131-12-7C
Primary_BatteryCTNumber: 6GGSB05WYAEV4K
Primary_Warranty: 1
Primary_CalibrationType: 3
Primary_ChargeControl: Supported
Primary_TempCharge: True
Primary_ChargeTest: True
Primary_ChargeCapacity: 56
Primary_TempAlarm: False
Primary_DeepDischarge: False
Primary_FullCharge: False
Primary_FullChargeStatus: False
Primary_BatteryCharge: True
Primary_DesignCycleCount: 300
5 REPLIES 5
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@Hiiba Thanks for sharing your concern with the HP Community,

here's what I'll need, so I may be able to provide an accurate solution:

 

What is the product number of your device? Use this link to find it: click here

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc.)

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

 

In the meantime, please try the steps mentioned on this link: Click here

 

Please reply with the details for further assistance.

Eager to help!

 

To thank me for my efforts to help you,

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

And Have a great day Ahead!

Riddle_Decipher
I am an HP Employee

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Message 3 of 6
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Here's some informations about the battery:

 

hp.png

 

hp2.png

 

 

 

 

 

 

 

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Thanks for answering my request:

I haven't tried anything yet, i prefered to ask first.

i just ran the hardware diagnostics test, i think i have a problem with the battery. here's some more informations, hoping you can help:

ID failure 9TX63T-000A8L-XD7W2J-C0A513   ID product 2HR40EA#BH4

 

 

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@Hiba Thanks for all the details, I managed to decipher the failure ID and It seems to be a code 601, representing a battery failure, that said, 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

Warning 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".
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