Battery check: primary replace 42 (Plugged in, not charging issue)

[akimoh]

I got my new HP pavillion power 15 laptop yesterday. When I try charging it, it doesnt reach 100%. It is stuck at 83%-86% as it says 'plugged in not charging'. I tried discharging and recharging. Also uninstalled and reinstalled the AICP drivers. But still not working. Then I ran BIOS battery check it says Primary replace (42).

Failure ID-PLH2KQ-8LF8ST-MFPURG-C0A203
Product ID-2GD89PA#AB4

I dont know what to do. Is this a software or hardware issue. Please somebody help!!!

[The_Fossette]

Hi @akimoh,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the battery is not getting charged completely and you are getting “Plugged in not charging” message.

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

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?
• Have you made any software or hardware changes on the computer?

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score.

I recommend you update the bios from the below link and check if it resolves the issue.

http://hp.care/2nikIQ9

If the issue persists, I recommend you contact HP phone support to check the available options to replace the battery.

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

Open link: http://hp.care/2moMFSc

Enter Product number or select to autodetects

Scroll down to "Still need help? Complete the form to select your contact options"

Scroll down and click on HP contact options - click on Get phone number.

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[akimoh]

Hi Fossette ,

It is a brand new laptop and it never charged to 100% it always stopped at 83% since I unboxed it. I didnt do any changes to it.

Thank you for ur reply, but updating BIOS didnt work. i live in Sri Lanka, so the support link you have given doesnt include my country.

Do you have any suggestions on how I can get this sorted or how I can contact HP, as I have 8 months warranty left.

Also what do you think could have caused this issue? Is it a hardware issue?

[The_Fossette]

Hi @akimoh,

I sending you a private message with the customer support number. Please check your inbox.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Good day! Take care 🙂

Cheers!

[akimoh]

Hello @The_Fossette,

Thank you for the prompt reply. You have been the most helpful person of all the people I have contacted regarding this issue.

The thing is, this laptop was bought in Dubai by my uncle, and not in Sri Lanka as the model is not available here. So will the Sri lankan partners be willing to help me. However, I have 8 months manufacturer warranty left as per HP support assistant. (which covers 'Global service')

Therefore, will the partners in Sri Lanka repair it for me or get a replacement for me since it is anyways HP? 

If so whom should I contact from the list that you sent to me: Distributors, Corporate resellers, Direct resellers, commercial partners, retail partners or service partner?

I hope you understand my concern, and await for your suggestion on this.

Regards,

Akimoh.

[The_Fossette]

Hi @akimoh,

As you have mentioned that the product was purchased in Dubai the service options may not be available in this region. However, I recommend you contact the service partners and check.

Hope that answers your question.

Good day! Take care 🙂

[akimoh]

Okay fossette, I contacted a couple of them and they said they dont have the battery for this model (as it is not a south asian model or something). I will contact the rest and keep u informed how it goes. Thank u for ur support.