Battery test, passed, but wont charge after win 10 update

[Strategym]

Recently I updated my 4 year old laptop to Windows 10. Since then, the battery shows "99% available (plugged in, not charging)" and the laptop wont powerup without AC plugged in. Was working fine till 8.1. I tried the options listed on the website to uninstall "Microsoft ACPI - COmpliant Control method battery", restarted (after following all the procedures, remove battery, hold power button down for 1 minute, reinsert battery and restart). Still the same message and the battery still doesn't hold any charge. Battery test, by HP Support Assistant, passed OK . I'm out of options any help would be appreciated.

I've updated HP Support assistant to the latest version, and also all the drivers it recommended.

Thanks in advance.

[Jeet_singh]

Hi @Strategym,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with the battery won't charge after a recent software update. Don't worry as I have a few suggestions which should help you resolve this issue.

This looks like a possible hardware failure with the battery, which you might need to replace. However, I would suggest you follow these steps here which should help you isolate the issue or fix it.

To provide you with an accurate solution, I'll need a few more details:

Have you tried to update the Bios?

Have you tried to run a test on the battery from F2?

Does the laptop shutdown right away if the charger is disconnected from the laptop?

In the meantime, let's try these steps here: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

1. If Windows is open, click Start and then Shutdown.

   If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off.

2. With the power off, disconnect the power cord from the back of the computer.

3. With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.

4. Reconnect the power cord and turn on the power.

I would suggest please update the BIOS and Chipset drivers on your PC, If available for your PC from our HP support website, using this link.

If the issue still persists, I would suggest the next step would be to run a test on the battery from F2, which is under Component test (Please don't forget to capture the failure ID for further assistance).

Depending on the test results, I would suggest you contact our HP phone support for available service related options. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[ScottHB]

The problem statement says "Battery test, passed" yet the first point in the reply is to say "This looks like a possible hardware failure with the battery".  Could you please explain how it could be a battery failure when the battery test passed?

[Jeet_singh]

Hi @ScottHB,

Thanks for taking an interest in the HP Support Forums! This is a great location to get resolutions and interact with experts from the community. I understand you need assistance with the battery issues on your HP notebook. Don't worry I'll do my best to help you with this.

To provide you with an accurate solution, I'll need a few more details:

Could you provide me with the exact model of the PC? Use this link to find it:  https://support.hp.com/in-en/document/c03754824  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Does the laptop shutdown right away if the charger is disconnected from the laptop? 

Have you tried to update the Bios?

As the customer mentioned in his post that "the laptop wont powerup without AC plugged in" based on the question, I had suggested those steps.

I'm glad you pointed out, as I might have pointed out, however, I did mention that before you come to any conclusion, let's try these steps here to ensure we isolate the issue or fix it: 

Perform a Hard reset on the notebook: 

Note after every step, you can try to test the battery and check how it performs.

Performing a hard reset erases all of the information that is stored in your notebook's temporary memory. This forces Windows to do a complete scan of the system, including the battery.

To perform a hard reset, follow the steps below.

1. Unplug the AC adapter from the notebook PC and remove the PC from any port replicator or docking station.

2. Remove the battery (in English) from the notebook battery compartment.

3. Press and hold down the power button for about 15 seconds to drain any residual electrical charge from the capacitors.

4. Insert the battery and plug the AC adapter back into the notebook PC.

5. Press the power button to turn on the notebook PC.

6. Use the arrow keys to highlight Start Windows Normally and then press the enter key.

Use the HP Battery Check to test the battery — if the battery is still not detected, try Resetting the BIOS defaults.

Resetting the BIOS defaults: 

Resetting the defaults in the BIOS returns the BIOS to the factory settings that your notebook was shipped with.

To reset the BIOS defaults, follow the steps below.

1. Press the power button to turn on the notebook and repeatedly press f10 to enter the BIOS setup.

2. Navigate through the BIOS and select the option to restore the BIOS defaults. The option will be called Restore Defaults or Setup Defaults, or something similar.

3. Confirm that you want to restore the BIOS defaults, and then select the option to save and exit the BIOS setup.

Use HP Battery Check to test the battery — if the battery is still not detected, go to the Updating the BIOS section of this document.

Updating the BIOS

If resetting the BIOS default setting did not resolve the problem, look for and install the latest update for your computer's BIOS.

For instructions on updating the BIOS, please see HP Notebook PCs - Updating the BIOS.

Use HP Battery Check to test the battery—if the battery is still not detected

Test the battery from F2(Please capture the failure ID for further assistance).

If you have an alternate battery, you could try to inserting and check if that works.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[Strategym]

Model Number : 17 - j130us

Batthery test resutls: 

Warranty Type : 1

Cycle Count 698/300

Manufacturer: 12-42

Batery Age : N/A

Temperature : 20c

Design Capacity 5585 mAh

Full Charge Capacity 4327 mAh (77%)

Remaining Capacity: 4304 mAh

Current: 0 mA

Terminal Voltage : 11284 mV

Design Voltage : 11100 mV

Cell Voltage 1 : 3816 mV

Cell Voltage 2 : 3685 mV

Cell Voltage 3: 3783 mV

Cell Voltage 4: 0mV

Status : 82

AC Power : Yes

Updated it to the latest BIOS as adviced by HP Support Assistant (tool), 

BIOS was updated early this week, (with the hope that it might fix the charging issue) to  : BIOS Version/Date Insyde F.70, 10/20/2017

Performed Hard Reset (and mentioned it in the original post), already .

[Jeet_singh]

Hi @Strategym,

As I understand you have tried the steps suggested and it seems to have passed without any errors, however the laptop wont power up without AC plugged in, this is really strange. I would personally suggest here is to contact our HP phone support for further diagnosis. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,