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‎03-29-2020 02:12 PM

HP Recommended
Product: HP ENVY x360 m6 Convertible W2K45UA#ABA
Operating System: Microsoft Windows 10 (64-bit)

My HP ENVY only works with the AC adapter plugged in. Originally, when I clicked the battery icon, I got a message that said "No battery present". Today, I did any system updates that were needed - didn't fix issue Then I installed BIOS driver - still not fixed. However, I don't see message saying "No battery present" anymore, but if I unplug AC adapter, the laptop still turns off abruptly.

This has been happening for at least 90-days; but could be more since I rarely use my laptop with just battery power.  

I did see other suggestions about removing battery as part of possible fixes, but that is not a simple task on an HP Envy.  Any other suggestions? Thanks for any help you can offer.

1 REPLY 1

‎03-29-2020 06:51 PM

HP Recommended

@Kicks3 

Sounds like you've been having battery issues from the beginning!

 

You should not be having problems like this with a new PC!

You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

Unfortunately, we are NOT HP Tech Support and we have no way to diagnose or repair your PC, so while this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet to check out the problems.

If they are unable to fix your PC, then you need to explore what options you have to get it replaced under the warranty.

 

To contact HP Support see the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Goto this page https://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear.



I am a volunteer and I do not work for, nor represent, HP
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