BIOS Update Failed. Battery issues, etc.

[Sushi123]

Customer Support Agents are not responding to me in WhatsApp.

I don't know how else to contact for help and I DON'T WANT TO TALK ON A PHONE CALL.

Issues:

• Battery
• Sometimes, on startup, I get a message "Update BIOS failed"
  • I can't replicate the issue because now I don't see it, but there are times that it would appear and by the time I would get my phone to take a photo, it's already gone
  • I've already tried to contact Customer Support but it's just too complicated and they don't even have Remote Assistance so they keep asking me for screenshots, photos, recordings and then "IDR logs" the exchange of information is just too HASSLE and tedious
  • They don't have a dedicated tool to be able to help customer like for example, since they don't have Remove Assistance, they have to ask me to do EXTRA STEPS where I have to save the "IDR logs" to Google Drive (or any Cloud Drive) for that matter and then share the "link" to them
    • I am completely lost because first of all, I don't use Google Drive or any cloud storage, so I'm not familiar how it works and I had to figure out everything from scratch and the agent is not helpful at all (if allowed, I can even share the Case No. so you see how the WhatsApp conversation went)
• Sunken power button (but still working)
• Rubber strip on the bottom of my laptop got peeled off and it's gone (needs replacement)

NO ONE IS HELPING ME. NO ONE IS RESPONDING TO ME IN WHATSAPP.

[BeemerBiker · Accepted solution]

Have you run diagnostics?
Tap the ESC key after powering on. . Tap it once a second after you see the LEDs on the keyboard flash. When you see the startup menu, press F2 to run diagnostics.

HP releases newer UEFI diagnostics periodically.
When you select F2 during boot you are requesting UEFI diagnostics.
There is an updated diagnostics package Click Here
Look for the phrase 'issues outside the OS',
Expand the '+' symbol and click the DOWNLOAD button.

If a component fails during the UEFI test then

warranty information
dispute a warranty

your support page
Select the product you need help with and scroll down to support options.
Select "Contact us". You can change country and language if necessary.

If UEFI diagnostics all pass then you may want to just do a factory restore.

Backup important documents first, then do your laptop's HP cloud restore

HP Cloud Recovery Tool (Windows 10 and 11)

The HP Cloud Recovery Tool is an application developed by HP.  It enables customers to access a digital download of their recovery media and create a bootable USB drive (Minimum 32GB) to recover their units back to factory status.

Download tool here  Microsoft Store

For further information about this tool, click on the following link.

Learn more

[Sushi123]

Hello!

Thanks so much for your help! I did read everything you said here and downloaded and run the things you recommended. I am just unable to do HP Cloud Recovery Tool as I don't have USB drive at the moment.

I also forgot to mention another issue, where my laptop screen sometimes shows vertical line, but sometimes it disappears. The reason i remember just now is because it appeared again just now and then disappeared again. The vertical line is gone by the time I would take a photo of it.

The Customer Support finally responded, and an onsite repair visit would be in placed. However, according to them, battery replacement is no longer covered by the warranty. :'( It says I still have an active warranty that would expire in 7 days, I just don't understand what exactly it covers.

[Content Removed]

By the way, just for information, this laptop has been factory reset by Microsoft Windows Support team after I reported to them update issues and it's the final resolution. I made a contact to them first before HP Support team for another issue which is the "Update BIOS failed" message. I encountered this message few times before on startup, and then after the factory reset I encountered it again that's why this time I contacted HP Support. 

Every time I encounter seemingly hard to resolve issues, it always end up the final (best) resolution is just factory reset my laptop. Most of the time, it does kinda resolve the issues but sometimes it can be a little bit pain because all the programs, settings, etc would be all erased but at least my files can be/are saved. 

Again, all your recommendations have been of big help! And it's nice to be heard and get any support I could get. Thank you very much!!!

[BeemerBiker]

warranty information

dispute a warranty

to contact HP agent

your support page
Select the product you need help with and scroll down to support options.
Select "Contact us". You can change country and language if necessary.

[Sushi123]

Hello,

Thanks again for responding and providing all these helpful links. However, I don't want to make a dispute anymore. I just let the HP agents informed what are covered and what are not.. after all, they are the ones who know the warranty so well. And besides, I just really don't want to go through all the hassle. 

I just asked them for quotations first, but I probably just won't pay anything and just take any service that are still covered by the Warranty. 

Thanks a lot for your help! Appreciated!