HP ENVY x360 Battery Replaced but Support Assistant Doesn't Recognize

[thavir]

I had Best Buy install a new battery in my HP ENVY x360 Laptop.  The new battery is charging and Windows indicates that it is ok and charging to 100%.  However, HP Support Assistant indicates in red that the battery needs to be replaced!

I reinstalled the battery driver and I deleted and reinstalled HP Support Assistant and still it shows in red that the battery needs to be replaced!

Any suggestions would be appreciated - except I'm not going to take the battery out and replace it.

Thanks for any help.

[Hawks_Eye]

Hi @thavir 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like you've already taken some great steps to troubleshoot this issue. 

Let's explore a few additional suggestions to resolve the discrepancy between Windows and HP Support Assistant:

 

Step 1: Perform a Battery Test in HP Support Assistant

1. Open HP Support Assistant.
2. Navigate to the My Devices tab and select your laptop.
3. Look for the Battery Check tool under the diagnostics section.
4. Run the test and see if it provides any additional insights or clears the error.

 

Step 2: Update HP Support Assistant

1. Ensure that you have the latest version of HP Support Assistant installed.
2. Visit the HP Support Assistant page to download and install the latest version if needed.

Step 3: Reset the Battery Calibration

1. Shut down your laptop and disconnect the charger.
2. Turn it back on and let the battery drain completely until the laptop powers off.
3. Plug in the charger and allow the battery to charge to 100% without interruption.
4. Restart your laptop and check if the issue persists.

Step 4: Check for BIOS Updates

1. Visit the HP Support website and search for your laptop model (HP ENVY x360 - 15m-dr1011dx).
2. Download and install the latest BIOS update if available, as it may resolve hardware detection issues.

Step 5: Clear HP Support Assistant Cache

1. Open File Explorer and navigate to C:\ProgramData\HP\HP Support Framework.
2. Delete the contents of the Cache folder.
3. Restart HP Support Assistant and check if the issue is resolved.

 

Let me know how it goes or if you need further help! 😊

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[thavir]

Hawks_Eye,

Thanks for your help on this; I really appreciate it!  One question in your response: when I do Step 5, all I see are 3 files -

Data, Devices and Resources.  How do I clear the contents of the Cache?

Again, thanks for your help!

[Hawks_Eye]

@thavir 

You are most Welcome!

It seems like the Cache folder might not be visible or accessible in your case. 

Here's how you can proceed:

Enable Hidden Files:

• Open File Explorer.
• Click on the View tab and check the box for Hidden items to ensure all files and folders are visible.

Navigate to the Correct Folder:

• Go to C:\ProgramData\HP\HP Support Framework.
• Look for a folder named Cache. If it’s missing, the cache might be stored elsewhere or not created yet.

Alternative Cleanup:

• If the Cache folder is unavailable, you can try clearing temporary files:
  • Press Windows + R, type %temp%, and hit Enter.
  • Delete all files in the Temp folder (skip files in use).

Reinstall HP Support Assistant:

• If clearing the cache doesn’t work, uninstall and reinstall HP Support Assistant from the HP Support website.

Let me know if you need further clarification!

Thanks,

Hawks_Eye.

[thavir]

Hawks_Eye,

Again, thanks for your help, your instructions were very clear and I had no problem following them.  However, the icon still says that the battery needs to be replaced!  I bought the battery on Amazon and I had it installed by the Geek Squad at Best Buy here so I can't figure out why there is a problem with HP Support Assistant?  I did run down the battery as you suggested and it charged to 100% so it appears to be charging.  It sounds like we have exhausted troubleshooting so I'm just going to have to live with the "red replace" icon.

[Hawks_Eye]

@thavir 

Thank you for the update, and I’m sorry to hear that the issue persists despite your efforts. 

It’s frustrating when everything seems to work—like the battery charging to 100%—but the software still flags an error. Let me offer a few additional suggestions that might help resolve this:

 

Step 1: Perform a Battery Test in HP Support Assistant

1. Open HP Support Assistant and navigate to the My Devices tab.
2. Select your laptop and look for the Battery Check tool under diagnostics.
3. Run the test to see if it provides any additional insights or clears the error.

 

Step 2: Update HP Support Assistant

1. Visit the HP Support Assistant page to ensure you have the latest version installed.
2. Download and install any updates, then restart your laptop.

 

Step 3: Check for BIOS Updates

1. Visit the HP Support website and search for your laptop model.
2. Download and install the latest BIOS update, as it may resolve hardware detection issues.

 

Step 4: Clear HP Support Assistant Cache

1. Open File Explorer and navigate to C:\ProgramData\HP\HP Support Framework.
2. Delete the contents of the Cache folder.
3. Restart HP Support Assistant and check if the issue is resolved.

If these steps don’t resolve the issue, it’s possible that the replacement battery isn’t fully compatible with your laptop, even if it charges correctly. I understand how frustrating this can be, and I appreciate your patience. If you decide to live with the "red replace" icon, rest assured that it doesn’t seem to affect the battery’s functionality.

Let me know if you’d like further assistance or clarification!

Stay tuned, and thanks for your patience! 

Regards, 

Hawks_Eye

[thavir · Accepted solution]

Thanks again for your response.  I ran your latest suggestions and the problem still exists.  I did find a Debug file with the following message, in part:

025-04-20 15-50-11 Batteries Supported : 1
2025-04-20 15-50-11 Execute(Battery.Info) Index 0 Failed due to Invalid HP Signature.
2025-04-20 15-50-11 Batteries Present : 0
2025-04-20 15-50-11 No Battery Found. Exit.
2025-04-20 15-50-11 Battery Test Complete

Also indicated: 2025-04-21 11-10-53 Execute(Battery.Info) Index 0 Failed due to Invalid HP Signature.
2025-04-21 11-10-53 NonHPBatteryDetection(): Failed to get battery info.

I think this is the answer to the problem - HP doesn't like after market batteries!  I'm going to live with it.

Please close the problem request - and thanks for your help.

[Hawks_Eye]

@thavir 

While it’s frustrating that it won’t recognize the replacement battery, I admire your practical approach to moving forward.

Thank you for updating me on your findings! If you ever run into another tech challenge, I’m here to help. 🚀😊

Regards,

Hawks_Eye