Battery Counterfeit and Touch Pad

[LAPTOP-817RKI61]

Dear HP Support

Good day. I am reaching out to express my concern regarding the brand-new laptop I purchased last July 16 I have noticed a few issues that are causing me worry:

1. A battery counterfeit warning sometimes appears on the screen, which made me question the authenticity of the battery, especially since the laptop is new.

2. The battery drains very quickly, even when the laptop is only lightly used.

3. There are times when the touchpad becomes unresponsive, although it works fine when I use a mouse.

Given that the unit is newly bought, I hope you can assist me in checking if these issues fall under the warranty and what steps I need to take to have them resolved.

Thank you very much for your time and assistance. I look forward to your response.

Sincerely,
Donna Mae Quitain
(edited)

[Hawks_Eye]

Hi @LAPTOP-817RKI61 

Welcome to the HP Support Community! We're here to help you get back up and running.

I'm sorry to hear about the issues you're experiencing with your HP Laptop 15s-fq5346TU. Here are some steps you can take to address these concerns:

Battery Counterfeit Warning

This alert can sometimes appear due to:

• Firmware mismatch between the battery and BIOS
• Third-party battery (unlikely in your case, since it’s new)
• Faulty battery sensor or software glitch

What to do:

• Update BIOS and HP drivers using HP Support Assistant
• Run the HP Battery Check tool to verify battery health
• If the warning persists, contact HP support—it may be a warranty issue

Rapid Battery Drain

This could be due to:

• Background apps or high CPU usage
• Battery calibration issues
• A defective battery (even new ones can slip through QC)

Try this:

1. Calibrate the battery:
   • Charge to 100%, then use until it shuts down
   • Recharge to 100% without interruptions
2. Generate a battery report:
   powercfg /batteryreport
   • Open the report from C:\Windows\System32\battery-report.html
   • Compare Design Capacity vs Full Charge Capacity
3. Enable Battery Saver mode and reduce screen brightness

If the full charge capacity is significantly lower than design capacity, a replacement may be needed.

Touchpad Unresponsive

This is often linked to:

• Driver conflicts after Windows updates
• Power-saving settings disabling the touchpad
• Hardware glitches

Fixes to try:

• Go to Device Manager > Mice and other pointing devices
  • Right-click the touchpad > Update driver
  • If issues persist, try Uninstall device and restart
• Check Settings > Bluetooth & devices > Touchpad for sensitivity and gestures
• Run HP Diagnostics (press Esc at startup, then F2) to test hardware

Let me know what you find in the battery report or if you want help interpreting it. We’ll get this sorted!

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Take care, and have an amazing day!

Regards, 

Hawks_Eye