HP laptop battery suddenly drops from 35% to 0% and shuts down while not charging

[KrisLily]

I have had a HP 17-BS011DX for one and half year. This never happened before until recent. When I don't charge my laptop and the battery go below 35%, the laptop just shuts down on its own. I can't turn it back unless I plug it my charger, and the battery turns to 10%. 

Also when I hover my mouse pointer to the battery icon, it shows a different percentage from that when I click on it. 

I have run a battery test on HP Support Assistant, and sometimes the battery is weak, sometimes the battery is OK. Will it fix my problem if I replace the battery?

Is it because of the battery, or the hardware?

[KrazyToad]

@KrisLily

Welcome to HP Support Community

Let's reinstall the Microsoft ACPI Compliant Control Method Battery

Step 01. Click on the Start Button
Step 02. Type "Device Manager" in the start search box & open the Device Manager
Step 03. Look for Batteries and expand it by click on the + symbol on the left
Step 04. Right Click on "Microsoft ACPI Compliant Control Method Battery" & uninstall
Note: This Battery driver will get re-installed automatically when you restart the Notebook again
Step 05. Please restart the Notebook

Next update the BIOS from this Link: https://support.hp.com/ca-en/drivers/selfservice/hp-17-bs000-laptop-pc/15551424/model/16901652

If the issue persists run a Battery Check from F2 Diagnostic

- Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Power > Battery

Keep me posted how it goes 😊

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.

[KrisLily]

Thanks for reaching out to me. 

I tried the 5 steps before, but it didn't work for me.  Then, I run a Battery Check from F2 Diagnostic, it says the following:

        Battery Check: primary- replace (42)

        FAILURE ID: RU7HUT-8LG9JU-GXGGRG-C08603

         component Test: FAILED

More importantly, sometimes the battery is not being charged. Is that problem caused by the battery?

[KrazyToad · Accepted solution]

@KrisLily

This is a Hardware issue with the Battery and it needs to be replaced

You can contact HP Support for replacement Battery

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

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.