HP Pavilion will only charge when turned off.

[Soltyst211]

My laptop will only charged when off.  When it is on, the light next to the charging port is white, but the laptop doesnt seem to recognize anything is happening.  I have tried a new charger and reinstalling the battery drivers.  The pins inside the charging port dont seem damaged but I dont have anything to compare them to.  I have tried updating BIOS and multiple other drivers as suggested as solutions to similar problems.  My laptop is out of warranty (1.5 years old) so apparently I cannot talk to a human on the phone about this.  I ran the AC adapter test and got error message: GU1XPA-9B7A38-XD7W2K-C19S03 but cannot find what that means.

[KrazyToad]

@Soltyst211

Welcome to HP Community

I have gone through your Post and would like to help

Did you replace the Ac Adapter with the correct one? Because this Error Code indicates it's an AC Adapter Failure. It's not giving out the correct amount of power needed to charge the Battery and run the Notebook at the same time

I suggest you contact HP Support for Service Options

Click on this link - www.hp.com/contacthp/ and select your Country to get the Contact details for HP Support
 

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Soltyst211]

I am sure I have the correct charger.  I tried calling before, but since my laptop is out of warrant, the automated call answer said I need some kind of ticket number to talk to somebody.

[Echo_Lake]

@Soltyst211

Thank you for posting back.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

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