Envy x360 only charges battery when in sleep mode

[Janetdeb]

HI.. I am unable to diagnose this fault and have seen that people in the past have had the same issue but cant seem to get it resolved either.  Initial problem was the battery stopped charging so we updated the BIOS and ran various tests from HP diagnostics.  I have attached a couple of screenshots. 

The battery check screen shot is after I purchased and replaced the original battery.  It will only charge when in sleep mode.  When using the battery it will not charge, if plugged in it will not loose power but will sit at that percentage. When you close the lid it will charge fully.  

I have now replaced the PSU and this now doesnt even charge the battery with the lid closed.   Can anyone advise how to fix this issue please as the laptop is still a good spec and runs well and we dont want to have to replace it yet. thanks janet

[ub6424]

Hello @Janetdeb 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your basic system configuration before we focus on the <battery> ...

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Please report back

[Janetdeb]

Hiya  thanks for your message.  Please find attached the screenshot of the System summary as requested

thanks

janet

[ub6424]

Hello @Janetdeb 

Please < calibrate > your battery ...

(1) Open windows <device manager> and uninstall "Microsoft ACPI-Compliant Control Method Battery" 

- Right click on "Microsoft ACPI-Compliant Control Method Battery"

- Click "Uninstall device"

- Confirm your choice if you see a popup notification

(2) Shutdown notebook

(3) Disconnect charger

(4) Press and hold <power> button for 30 seconds

(5) Connect charger and wait until battery is fully charged

( check LED indicator )

(6) Start notebook and log in to windows and wait a few minutes

(7) Reboot notebook

(8) Download and install

HP Support Assistant (Microsoft Apps Store)

or

HP Support Assistant 9.19.52.0

(9) Start <HP Support Assistant>

- Run <Battery Check>

- Click on <Show advanced information>

--->>> Send screenshot

(10) Please report your results

( if serial number and CT Number are displayed, please blur )

[Janetdeb]

Hi,

I've been through the steps, and it says the battery is OK, but still needs calibration, which it says is just to leave it plugged in for three hours and then see if the 'needs calibration' message goes away. So for now, I'm going to have to leave it and see what it says later.

[Janetdeb]

Hi,

New image added with no personal information.

Regards

Janet

[ub6424]

Hello @Janetdeb 

Ignorie the calibration message from program HP Support Assistant. I am aware that the software reports problems that are not problems. Please use the battery and observe the charge, discharge and capacity behavior. Life is not only calibration.

[Janetdeb]

Hi,

OK, but we are still seeing the exact same issue in that the new battery only charges when the lid is down, and the computer is in ‘sleep’ mode. There appears to be no charging when using the laptop with the charger plugged in.

What else should we check?

Janet

[ub6424]

Hello @Janetdeb 

Do you have valid HP warranty ?

Check HP warranty status:

HP support

You need to provide the serial number of your notebook here:

Check your warranty or service status

To find serial number follow:

Find product and serial numbers for HP PCs, printers, and accessories

Don't post serial number here in the community !

If status (date) is wrong:

--->>> HP PCs, printers - Dispute a warranty status

Kind regards

[Janetdeb]

HIya  thanks for you quick response, however the laptop is now out of warranty.

thanks

janet