Battery charging issues/AC adapter not recognized when on and plugged in

[billboyd]

I have searched the community a number of times and this looks to be a recurring issue.  Unfortunately for me, none of the fixes have worked.  I have a laptop model 15-ay039wm that only charges when turned off and plugged in.  Regardless of battery percentage, whenever the laptop is on, the white indicator light is on when plugged in.  If it is off and charging, the orange indicator light is on until fully charged.

So far, I have confirmed that the battery and AC adapter are good, uninstalled the Microsoft ACPI Compliant Control Method Battery and reinstalled, updated Windows, and updated the BIOS and nothing has changed.  Does anyone have a suggestion for what to do next to resolve this issue?

[The_Fossette]

@billboyd,

Welcome to the HP Support Community!

I reviewed your post and I understand that battery is not getting charged when the computer is powered on.

Don’t worry, I assure you I will try my best to get this sorted.

I see that you have already followed all the relevant troubleshooting steps and I recommend you contact support and they will assist you in this regard.

Here is how you can get in touch with 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.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[billboyd]

Hopefully my response doesn't sounds rude or unappreciative.  It stands to reason that if I've already completed the 'relevant troubleshooting steps' that I would have contacted support as well.  The AI chat feature is almost 100% useless and since the laptop is out of warranty, I am left with very few options that don't have an additional cost to go along with them.  It feels to me as if HP doesn't want to acknowledge the issue, however prevalent, and this does nothing besides erode consumer confidence.  Why would I ever want to purchase another HP device if this is how the product is supported?  Why isn't there a more robust 'solution' to this issue?  I'm no computer expert, but if the battery and AC adapter work, doesn't it stand to reason that this is software related?

[The_Fossette]

@billboyd,

This doesn't look like a software issue. The computer needs to be checked physically to diagnose the exact issue and that is the reason why I asked to contact support to check the available service options for your computer or you can get the computer checked locally.

Cheers!

[billboyd]

First off, I appreciate you responding because no one else has, HP employee or not.

A few things that lead me to believe the hardware is working correctly are below.  Can you help me understand why you think the issue is not software related?

- The laptop runs off battery power with no issues and the battery checks good.  If it checks good, can take a charge, and the computer runs good when it is on battery power, it feels safe to say that the battery is performing as it should.

- When the computer is off and the battery is not 100% charged, the amber light is illuminated when the AC adapter is plugged in.  When the battery is charged fully, the amber light changes to a white light.  The AC adapter checks good, is capable of charging the battery, and does charge the battery as long as the computer isn't running.

- The amber light shows what is happening when the battery is being charged and the white light is accurate when the battery has been charged fully and the amber light changes to white.

- When plugged in, however, regardless of charge on the battery, only the white light is illuminated.  The computer doesn't seem to recognize that the AC adapter is plugged in so it runs on battery power.

The mechanism to get AC power into the battery works, as long as the computer is off.  Why should whether the computer is on or not affect whether it thinks the battery is fully charged?  

[The_Fossette]

@billboyd,

We can perform a system reset on the computer and check, this will put the computer to factory settings and eliminate any software related issues.

Follow the steps in the below article to perform a system reset.

https://support.hp.com/in-en/document/c04742289

Cheers!