Battery Issue

[Lollo32]

I have a issue with the battery: when the laptop is on and I connect the AC adaptor to the laptop, the laptop doesn't charge.

I searched in any type of website but I find nothing. 

This is what the HP Support Assistant tell me:

Warranty type: 3
Number of cycles: 135/1000
Manufacturer: 333-42-5C-A
Battery age: 1 year, 4 months
Serial number: 03233 12/11/2018
Temperature: 28 ° C
Project capacity 3630 mAh
Full charge capacity: 3341 mAh (92%)
Residual capacity: 2409 mAh
Current: -1002 mA
Terminal voltage: 11531 mV
Design voltage: 11550 mV
Cell voltage 1: 3806 mV
Cell 2 voltage: 3787 mV
Cell voltage 3: 3795 mV
Cell voltage 4: 0 mV
State: C0
AC power: No
CT number: 6GYTDN59JBP24F
ID error: OK

P.S I don't speak english so if I write bad or something else is because I'm italian. 

[praveen196]

@Lollo32 Welcome to HP Community!

I understand that you are unable to charge the battery.

Do not worry. I will try to fix the issue.

Please uninstall the ACPI drivers 

Right-Click on start button> click device manager> Batteries>then select the s drivers and right-click on it and uninstall all battery drivers. 

Then restart the computer and check again. 

Link for battery testing and calibration 

Please update the BIOS.

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!
 

[Lollo32]

Sorry, I already upgraded the battery driver and the BIOS, what I can do?

I have this problem when I buyed it

[praveen196]

@Lollo32

I understand your concerns. 

Please perform the battery test and let us know the result.

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose Battery and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

Have a nice day!!

[Lollo32]

I have done the check of the battery and the CA adaptor. There was no problem on the battery, seems all normal. When i have done the CA adaptor check, instead of normal the test tell me that it doesn't found any adaptor, even if it was connected. The error that tell me was:

Error ID: 0GFCXG-9L5A44-XD7XGJ-C1F803

Have a nice day too!

[praveen196]

@Lollo32

Thank you for the update.

According to the failure code. There is an issue with the adapter.

I would suggest you contact our phone support and check for the support option.  They will help you.

If the product is out of warranty, you can just purchase the power adapter and check.

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.
 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[Lollo32]

Can I have an email to contact you privately?