11-11-2016 11:17 AM
11-12-2016 12:59 PM - edited 11-12-2016 01:00 PM
Good day! Thanks for posting your question in the HP Community. It is a terrific place to find answers and tips and to have the best experience in the HP forums. I read the post about battery issues on the unit with the message “Plugged in, not charging” I’ll be glad to assist you with this.
You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. You’ve done some awesome diagnosis and kudos to you on that score.
First off we need to diagnose correctly if the issue is hardware or software related.
Also, for better clarity and to assist you better I would require more information regarding this.
Please let me know the complete model# of the unit.
Please do a hard reset first: Link for hard reset: http://support.hp.com/us-en/document/c01684768
Then visit these links for further assistance:
Later if it still does not fix the issue, please update the bios, HP support assistant and chipset drivers from this link: http://hp.com/drivers Please follow the on-screen instructions.
If this does not work, please run complete system diagnostics for the battery, adapter and other components from this link: http://support.hp.com/in-en/document/c03467259
If any component fails and shows a failure code, please make a note of it. Please let me know if any component is not detected. (battery not being detected).
If any part is not detected or fails then it is a hardware issue with the computer and you may need to contact HP phone support to get the unit serviced by visiting this link: http://hp.com/contacthp
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.
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 now and have a splendid week ahead.
I am an HP Employee
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