HP Parts Store battery - counterfeit and/or doesn't work

[Dekeeta]

Hello!
I've purchased a new battery from the HP Parts Store and the laptop shows "Battery Counterfeit Check Error" message on startup. Additionally the battery doesn't work in the sense:

• The laptop doesn't turn on without AC power;
• The battery shows 0% charge in the Lock screen after start-up;
• The battery shows 100% charge after Lock screen;
• Turning off AC power immediately turns off the laptop;

I've tried all the steps recommended in this answer and it didn't help.
Thanks in advance for any suggestions!

 

[Max3Aj · Accepted solution]

@Dekeeta, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

This behavior strongly suggests the battery is either faulty, not properly recognized, or potentially not genuine. 
Verify the Part Number

• Ensure the battery part number matches what your model supports. 
• Cross-check your laptop’s manual - Maintenance and Service Guide or use HP PartSurfer - HP PartSurfer

Try a BIOS Update

• Go to HP Software & Driver Downloads and ensure you're on the latest BIOS version. This can resolve misrecognition issues.

Reset Embedded Controller (EC)

• Shut down the laptop.
• Unplug AC power.
• Hold Power button for 15 seconds.
• Plug in the adapter and try powering on again.

Check HP Support Assistant & Battery Report

• Run HP Support Assistant to check battery diagnostics.
• Run powercfg /batteryreport in Command Prompt and check if the battery is reported at all.

If these steps doesn't help, please visit the nearest HP authorized service center, the service team will check and assist you. 
Kindly follow this link to locate the nearest HP service center: HP® Service Center Locator - United States | HP® Support
(Select the country from the dropdown menu and enter the city name or pincode)
 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support