Had to use UEFI to calibrate battery, but HP Support Assista... - HP Support Community

Pijuvwy · ‎09-14-2023

The HP Support Assistant was never able to calibrate my battery (for the last few years, at least). Yesterday I installed a new battery to replace the old swollen one. But still, HP Support Assistant cannot calibrate it. I found from HP PC Hardware Diagnostics that there is a boot-time way to calibrate the battery (via F2). I spent the last few hours doing that, and it said the battery is now calibrated. I saved the logs to USB.

But when I log in to Windows again, HP Support Assistant still says my battery needs to be calibrated, and is still unable to perform that!

Where do I go from here?

sandytechy20 · ‎09-18-2023

@Pijuvwy

Welcome to the HP support community.

I understand that you are trying to calibrate the battery, I am glad to assist you.

Follow the steps mentioned in this HP document to fix the issue:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

Pijuvwy · ‎09-18-2023

Edited on the evening of 2023-09-20 (my time zone) for clarity, emphasis, and detail. Purpose: Perhaps, when i receive any further assistance, there might be some trickle-down effect to improve HP's "support" of other users.Perhaps they might even update their obsolete documents. Perhaps they might fix their longstanding battery-management issues. I'm holding my breath, waiting. [GASP!]

[SUMMARY of this post: I spent hours following steps from a faulty (unmaintained?) HP document... steps that I had previously done again and again. After initial and intermediate steps that achieve nothing, the document finally leads back to the UEFI boot-time test, which AS STATED IN THE ORIGINAL POST has been done already, with apparent transient success. At the bottom of this post I again ask my ORIGINAL question: Where do I go from here?]

@Sandytechy20
Thanks Sandy. Following your advice, here is my experience.

1) "Test the battery using HP PC Hardware Diagnostics Windows (preferred method)... Search for and open HP PC Hardware Diagnostics Windows ... Run as Administrator."

Result:
"Application Fault
The application has exited unexpectedly. An event has been logged."

2a) Logged in to Admin account and tried again. "Test the battery using HP PC Hardware Diagnostics Windows (preferred method)... Search for and open HP PC Hardware Diagnostics Windows ... Run as Administrator."

I was successfully able to open the app "HP PC Hardware Diagnostics Windows". Q: Any explanation why the app fails to run in an ordinary user account (with Run as Administrator selected), but runs OK in an Admin account?

"Click Component Tests in the main menu."

There is no Component Tests option in the main menu. Available options are System Information, Computer Tests, Device Check, Test Results, Automated Scans. These are available as Tabs; the menu looks nothing like that illustrated in the HP Document you referred me to. The Device Check tab provides a "Power" selection, so I went that way to comply (as closely as possible) with the following instructions.

EDIT: FYI, my HP PC Hardware Diagnostics Windows appears to be version 2.3.2.0. The instructions and illustrations in the HP document look like they have been mistakenly made from the UEFI procedure. Otherwise, perhaps (several updates ago) both the Windows app and the boot-time app had comparable interfaces. They sure aren't comparable any more!

"In the list of Component Tests, click Power."

I selected Power from within Device Check options.

"Select Battery Check, and then click Run once."

I checked the box for Battery Check. There was no "Run Once" option, just "HT03031XL - Primary". The box was pre-checked. The path forward is limited to "Run Selected Tests". I selected that.

Result:

Logic State: CALIBRATE_NO_AC
[UNABLE TO FINISH TYPING TEXT FROM RESULT POP-UP. While I was trying to type these results (no copy-paste available) the pop-up changed to a new window.]
New pop-up text (with column headings omitted):
Battery Check: HT03031XL - Primary
Result: CANCELLED

2b) I used the Back option to run the test again to try, again, to type the results:

Logic State: CALIBRATE_NO_AC
Charge State: Not available
Please connect the AC adapter that you wish to test.
Retest using the battery check.
[AGAIN UNABLE TO FINISH TYPING TEXT FROM RESULT POP-UP. While I was trying to type these results (no copy-paste available) the pop-up changed to a new window.]

2c) I used the Back option to run the test yet again. This time I also checked the box for "AC Adapter test" and plugged in the AC adapter.

Logic State: CALIBRATE
Charge State: OK
The battery calibration process requires your system to restart.
[AGAIN UNABLE TO FINISH TYPING TEXT FROM RESULT POP-UP. While I was trying to type these results (no copy-paste available) the pop-up changed to a new window.]

2d) Trying YET again!:

Logic State: CALIBRATE
Charge State: OK
The battery calibration process requires your system to restart. The process may take several hours to complete. Your system should be connected to an AC adapter during that time. Go to HP Customer Support Knowledge website for additional information. (The last sentence was hyperlinked.)
[AGAIN UNABLE TO FINISH TYPING TEXT FROM RESULT POP-UP. While I was trying to type these results (no copy-paste available) the pop-up changed to a new window. What I have typed is pretty close to what was displayed, from memory.]

Back to the instructions from the HP Document you referred me to:
"Wait while the test is in progress. The Battery Test takes about two minutes."
It took considerably longer than that, with all the repetitions.

2e) "Click Finish on the Component Tests page."
The Components Tests page doesn't exist, and neither does a "Finish" option.
"Select Test Logs to see the results of the battery test."
I looked to find a comparable option. I used the Test Results tab.
Results:
Several duplicates of this...

Test Name: Battery check
Results: CANCELED

One line each of these...
CPU Stress Test, PASSED
Wireless ROM Test, PASSED
Wireless IRQ Test, PASSED

There was a Save Logs option. I saved the logs. I followed the path to the saved logs; there were 3 folders. One was empty, and the other 2 contained HTML files. Viewing the HTML files shows some relevant information. In both cases, Battery Health Monitor result is "ExecutionPassed". The one instance of Battery Check result is "Cancelled".

Please note that did NOT cancel any stage of the testing!

"When the testing is done, review the test logs that display for the status or condition of the battery. If your battery passed, click Main Menu or click Details for more information. If your battery failed, continue with these steps."

I think I already followed the comparable steps, as described above.

"Check the following for suggested actions, and then write down the battery status and Failure ID. Keep the battery status and Failure ID so you have them available if you need to contact HP Customer Support. The information in the table is also available in the Test Logs section on the main menu."

There follows a table with details for various Battery Check Results, with details pertaining to these status statements:
Passed; Weak or Very Weak; Replace; Failure with an ID number; No Battery; Unknown. There are no options for "Cancelled".

3) "Test the battery using HP Support Assistant"
That's utterly useless, and repeated failures to achieve a result -- over a few years -- are what destroyed my battery, resulting in my new battery installation, my new attempts to calibrate it, and ultimately in me following these instructions. I note that in the HP Support Community there are several issues similar to mine, and several assistance responses starting with "UNinstall HP Support Assistant. It has software glitches. Use HP PC Hardware Diagnostics instead." If the HP Support Assistant is broken, WHY is it still shipped with HP laptops, and WHY do references to the broken software still appear in HP documents???

4) "Test the battery before Windows starts using HP PC Hardware Diagnostics UEFI"

As described in my original post, THIS STEP HAS ALREADY BEEN DONE SUCCESSFULLY. My new battery needed to be calibrated, and the UEFI reported that calibration was successful. HOWEVER, back in Windows, the HP software says my battery still needs to be calibrated.

I therefore ask again the question from my Original Post:

Where do I go from here?

Pijuvwy · ‎09-18-2023

Further to my ORIGINAL POST in which I mentioned that I had calibrated the battery using the boot-time UEFI, and that I had saved the logs, herewith I attach those logs.

Please note the date on these logs (2023-09-15, timezone UTC+10). Please also note the repeated entries of "[L]> Battery calibration is needed. (MaxError 100)" and the final entries:

2023-09-15 11:36:52 Overall Battery Result = 9
2023-09-15 11:36:52 Fall back on the non-protocol way(GPU)
2023-09-15 11:36:52 Fall back on the non-protocol way(BATTERY)
2023-09-15 11:36:52 SysDiagCalculatePassID(): Test PassID 22867-93611-53654.
2023-09-15 11:38:39 Battery Test Completed, TestResult = 1

-----------------------------------------------------------------------------------------------------

EDIT: there seems to be no way to attach the log files. I'll paste them here instead. Only one looks useful.

-------------------------------------------------------------------------------------------------------------

2023-09-15 09:05:43 ================================================
2023-09-15 09:05:43 EFI System Diagnostic 7.6.0.0 Started
2023-09-15 09:05:43 Load Options Blank
2023-09-15 09:05:43 SysDiagsBiosData2011 Configuration Variable Acquired, SysDiagsBiosData2010.Version 2
2023-09-15 09:05:43 HP Thermal Diagnostic Protocol Not Available
2023-09-15 09:05:43 HP Thermal Diagnostic 2 Protocol Not Available
2023-09-15 09:05:43 [L]> System ID: 86C9
2023-09-15 09:05:43 Storage tests are not available since standard HDD is present.
2023-09-15 09:05:43 HP BIOS Image Interface Protocol Version 2.0
2023-09-15 09:05:43 [L]> Found 8 Processors 8 Enabled Processors
2023-09-15 09:05:43 [L]> MpService2 found Bsp at index 0
2023-09-15 09:05:43 [L]> Found 1 Absolute Pointer Protocol(s)
2023-09-15 09:05:43 [L]> 0 UART device path node found.
2023-09-15 09:05:43 System Family: Consumer Notebook
2023-09-15 09:05:43 Filter Serial Port Test for SystemFamily 2
2023-09-15 09:05:43 [L]> Locate IsaIoProtocol HandleCount = 0. (Not Found)
2023-09-15 09:05:43 [L]> IsThunderboltAccessProtocolPresent(): Failed to Locate Thunderbolt Protocol. (Not Found)
2023-09-15 09:05:43 [L]> PlatformLang reported as en-US.
2023-09-15 09:05:43 [L]> Language Selected is currently (eng).
2023-09-15 09:05:50 Initializing Drive Library.
2023-09-15 09:05:50 TscPerSecond = 059439DACh
2023-09-15 09:05:50 [L]> Find DMAR in ACPI Table
2023-09-15 09:05:50 [L]> DMA Remap Protection is enabled
2023-09-15 09:05:50 Found 1 handles supporting EFI_ATA_PASS_THRU_PROTOCOL.
2023-09-15 09:05:50 AtaPassThruInitializeAtaDiskSupport(): Using Handle 0.
2023-09-15 09:05:50 AtaPassThruInitializeAtaDiskSupport(): GetNextPort() EFI_NOT_FOUND.
2023-09-15 09:05:50 Found 1 handles supporting EFI_EXT_SCSI_PASS_THRU_PROTOCOL (143B7632-B81B-4CB7-ABD3-B625A5B9BFFE).
2023-09-15 09:05:50 Found 2 handles supporting EFI_NVM_EXPRESS_PASS_THRU_PROTOCOL (52C78312-8EDC-4233-98F2-1A1AA5E388A5).
2023-09-15 09:05:50 [W]> PciIo Class Code (BCC:01,SCC:04,PI:00) unmatched for NVMe device. (Success)
2023-09-15 09:05:50 NVMePassThruInitializeNVMeDiskSupport(): GetNextNamespace() Not Found. (Not Found)
2023-09-15 09:05:50 [L]> Loaded NVMe PciIo: Location(Seg:0,Bus:2,Dev:0,Func:0), BAR(0x0000000080400000).
2023-09-15 09:05:50 [L]> NVMe Controller Version: 1.3
2023-09-15 09:05:50 NVMe device connected at NamespaceID 0x1
2023-09-15 09:05:50 Device Node NVMe(0x1,12-21-74-0A-00-2E-E4-AC).
2023-09-15 09:05:50 Drive 0 - RTD3 Entry Latency: 2000000
2023-09-15 09:05:50 Drive 0 - Firmware Revision: HPS0
2023-09-15 09:05:50 Drive 0 - VidDid: 0x13391C5C
2023-09-15 09:05:50 Drive 0 - SMART Log NSID NOT Supported.
2023-09-15 09:05:50 Drive 0 - Short/Long DST Supported.
2023-09-15 09:05:50 Drive 0 - The Medium is Removable
2023-09-15 09:05:50 Drive 0 - LBA Format: Using Format 0
2023-09-15 09:05:50 Drive 0 - Logical Sector Size: 512
2023-09-15 09:05:50 NVMePassThruGetBlockIoProtocolDirectly(): Found 5 supporting EFI_BLOCK_IO_PROTOCOL.
2023-09-15 09:05:50 Linked Block I/O Protocol (0x689D6050) to Drive 0
2023-09-15 09:05:50 Drive 0, LastBlock = 0x3B9E12AF IoAlign 0x4
2023-09-15 09:05:50 NVMePassThruInitializeNVMeDiskSupport(): GetNextNamespace() Not Found. (Not Found)
2023-09-15 09:05:50 1 Total Hard Disc Drives Found
2023-09-15 09:05:50 0 Total Optical Disc Drives Found
2023-09-15 09:05:50 Found 1 Hard Disk Drives
2023-09-15 09:05:50 Found 0 Optical Disk Drives
2023-09-15 09:05:50 No handle found supporting EFI_DCPMM_CONFIG_PROTOCOL_GUID (CF2F5F1F-94B6-4C15-9CAE-AFB3BD9F2BA5).
2023-09-15 09:05:50 Failed to initialize NVDIMM modules.
2023-09-15 09:05:50 SSD Wear ID is 0x00, Flags is 0x0000, Current is 0x63, Worse is 0x00.
2023-09-15 09:05:50 SSD Wear Data: 00 00 00 00 00 00.
2023-09-15 09:05:50 [L]> System ID: 86C9
2023-09-15 09:05:50 System Model: = HP Laptop 15s-fq1xxx
2023-09-15 09:05:50 System SKU: = 9PG02PA#ABG
2023-09-15 09:05:50 System ID: 86C9
2023-09-15 09:05:50 [L]> SMBIOS Type: 3, ID: 0 not found.
2023-09-15 09:05:50 Type 11 OS Image: BUILDID#19WW8LAT601#SABG#DABG
2023-09-15 09:05:50 BOD: 10/23/2020
2023-09-15 09:05:50 HDD 0 Type : NVMe
2023-09-15 09:05:50 HDD 0 Model : SK hynix BC511 HFM512GDJTNI-82A0A
2023-09-15 09:05:50 HDD 0 Firmware: HPS0
2023-09-15 09:05:50 HDD 0 Serial: CY08N030510508G4O
2023-09-15 09:05:50 DIMM 0 Serial Number: 266E0200
2023-09-15 09:05:50 DIMM 0 Part Number :
2023-09-15 09:05:50 DIMM 1 Serial Number: 29C572A5
2023-09-15 09:05:50 DIMM 1 Part Number : 4ATF1G64HZ-3G2E1
2023-09-15 09:05:50 BIOS Revision: F.30
2023-09-15 09:05:50 [L]> Platform Vendor ID : 0x8086
2023-09-15 09:05:50 [L]> Platform Device ID : 0x8A12
2023-09-15 09:05:50 [L]> Found EFI_HP_DIMM_ID_PROTOCOL
2023-09-15 09:05:50 InitializeCeeLogs - No Records Found
2023-09-15 09:05:50 [L]> EFI_HP_BATTERY_CONTROL_PROTOCOL_2010 is present.
2023-09-15 09:05:50 Type 11 1 tables
2023-09-15 09:05:50 Type (000000000000000Bh), Len (0000000000000005h), Handle (000000000000000Dh), String count (000000000000000Dh)
2023-09-15 09:05:50 HPBATDET: Environment Variable not found.
2023-09-15 09:05:50 BATDET: Date 7//3//2023
2023-09-15 09:05:50 BATDET: 0
2023-09-15 09:05:50 [L]> BATDET: HP
2023-09-15 09:05:50 SysDiagsGetBatterySafetyModeStatus(): Failed to get BatterySafeyMode/BatterySafeyModeStatus.
2023-09-15 09:05:50 BIOS Config Table Configure Legacy Support and Secure Boot section was not found.
2023-09-15 09:05:50 Legacy Support:
2023-09-15 09:05:50 *Disable
2023-09-15 09:05:50 Enable
2023-09-15 09:05:50 GetBIOSBootModeFromBIOSConfig(): Legacy Support is Not Enabled.
2023-09-15 09:05:50 Secure Boot:
2023-09-15 09:05:50 Disable
2023-09-15 09:05:50 *Enable
2023-09-15 09:05:50 GetBIOSBootModeFromBIOSConfig(): Secure Boot is Enabled.
2023-09-15 09:05:50 BIOS Config Table Adaptive Battery Extender section was not found.
2023-09-15 09:05:50 SaveBIOSConfigInfo: Error assigning Battery Adaptive Extender data from BIOS configuration. Status = Not Found
2023-09-15 09:05:50 BIOS Config Table Adaptive Battery Optimizer section was not found.
2023-09-15 09:05:50 BIOS Config Table DMAr Protection section was not found.
2023-09-15 09:05:50 BIOS Config Table Batt_LTemp section was not found.
2023-09-15 09:05:50 Starting Graphical System Diagnostic Menu
2023-09-15 09:05:58 No USB optical drive detected.
2023-09-15 09:06:12 Battery Test Selected
2023-09-15 09:06:12 Estimated Total Time Required = 120s
2023-09-15 09:06:12 Battery Test Started
2023-09-15 09:06:12 [L]> EfiBatteryLibGetSmartAdapterStatus: AdapterStatus is '1'.
2023-09-15 09:06:12 System reports 1 batteries supported.
2023-09-15 09:06:13 Battery Pack Supplier Index: 4.
2023-09-15 09:06:13 Battery MFG Date 7/3/2023.
2023-09-15 09:06:13 Battery0: Charged to 100% and current is 0mA. Battery Health Manager or Battery Care Function not detected.
2023-09-15 09:06:13 Will not check battery charging since the FullChargeStatus variable is TRUE
2023-09-15 09:06:13 Battery 0: Charge not detected, Executing Battery Full Test
2023-09-15 09:06:13 [L]> Battery calibration is needed. (MaxError 100)
2023-09-15 09:06:13 Battery 0 returned 0x0000000000000020 -- Retrying
2023-09-15 09:06:16 Battery Pack Supplier Index: 4.
2023-09-15 09:06:16 Battery MFG Date 7/3/2023.
2023-09-15 09:06:16 Battery0: Charged to 100% and current is 0mA. Battery Health Manager or Battery Care Function not detected.
2023-09-15 09:06:16 Will not check battery charging since the FullChargeStatus variable is TRUE
2023-09-15 09:06:16 Battery 0: Charge not detected, Executing Battery Full Test
2023-09-15 09:06:16 [L]> Battery calibration is needed. (MaxError 100)
2023-09-15 09:06:16 Battery 0 returned 0x0000000000000020 -- Retrying
2023-09-15 09:06:20 Battery Pack Supplier Index: 4.
2023-09-15 09:06:20 Battery MFG Date 7/3/2023.
2023-09-15 09:06:20 Battery0: Charged to 100% and current is 0mA. Battery Health Manager or Battery Care Function not detected.
2023-09-15 09:06:20 Will not check battery charging since the FullChargeStatus variable is TRUE
2023-09-15 09:06:20 Battery 0: Charge not detected, Executing Battery Full Test
2023-09-15 09:06:20 [L]> Battery calibration is needed. (MaxError 100)
2023-09-15 09:06:20 Battery 0 returned 0x0000000000000020 -- Retrying
2023-09-15 09:06:23 Battery 0 returned 0x0000000000000020
2023-09-15 09:06:23 Batt 0: Result: 0x20
2023-09-15 09:06:23 Batt 0: Serial: 01846 07/03/2023
2023-09-15 09:06:23 Batt 0: Manufacturer: 333-42-5C-A
2023-09-15 09:06:23 Batt 0: CTNumber: 6GYTDN5GWBO0VI
2023-09-15 09:06:23 Batt 0: DesignCycleCount: 1000 Design Capacity: 3630mAh Full Charge Capcity 3600mAh
2023-09-15 09:06:23 Batt 0: RemainingCapacity: 3600mAh Max Error: 0000100 CycleCount: 1
2023-09-15 09:06:23 Batt 0: Temperature: 000025 Voltage: 12855mV Current: 0mA
2023-09-15 09:06:23 Batt 0: DesignVoltate: 11550mV StatusWord: 0x000E0 CellVoltage1: 4289mV
2023-09-15 09:06:23 Batt 0: CellVoltage2: 4287mV CellVoltage3: 4279mV CellVoltage4: 0mV
2023-09-15 09:06:23 Batt 0: Warranty: 000003 Calibration: 0x00003 ChargeControlSupported: YES
2023-09-15 09:06:23 Batt 0: ACPowerOn: ON ChargeTempOK: YES ChargeTest: 0
2023-09-15 09:06:23 Batt 0: ChargeCapacity: 99mAh TempAlarm: NO DeepDischarge: NO
2023-09-15 09:06:23 Batt 0: FullCharge: YES FullChargeStatus: 000001 BatteryCharge: YES
2023-09-15 09:06:23 Batt 0: LowVoltageDisable: NO AdaptiveBatteryExtender: Not Supported
2023-09-15 09:06:23 Overall Battery Result = 9
2023-09-15 09:06:23 SysDiagCalculatePassID(): Test PassID 22867-93610-53654.
2023-09-15 09:06:31 Estimated Total Time Required = 120s
2023-09-15 09:06:31 [L]> Total Memory 16156MB, Free 15938MB (4080159 Pages)
2023-09-15 09:06:31 [L]> Calculated 0x00000000239AB252 TSC Ticks per MB.
2023-09-15 09:06:31 Drive Partition 2 (NOTOUCH)
2023-09-15 09:06:31 Drive Partition 4 (NOTOUCH)
2023-09-15 09:06:31 Found 4 Partitions on Drive
2023-09-15 09:06:31 SectorPerCluster 0x8
2023-09-15 09:06:31 Cluster Size 0x1000
2023-09-15 09:06:31 Partition has 0x10000 Clusters
2023-09-15 09:06:31 Volume is FAT32
2023-09-15 09:06:31 Drive 0, Partition 0 - Decoding FAT data
2023-09-15 09:06:31 Partition Starting LBA 0x800
2023-09-15 09:06:31 Partition Size in LBA 0x82000
2023-09-15 09:06:31 Partition (FAT32) Clusters: Read=0x4E9B Skipped=0xB165 Total=0x10000
2023-09-15 09:06:31 NTFS Blocks Used 2085900, Free 1814860
2023-09-15 09:06:31 EXT3 Blocks Used 0, Free 0
2023-09-15 09:06:31 FAT32 Clusters Used 20123, Free 45413
2023-09-15 09:06:31 Re-estimated Total Time Required = 16440s
2023-09-15 09:06:31 Calibration: Started
2023-09-15 09:06:34 Calibration: AC Charger is plugged in
2023-09-15 09:06:34 Calibration Type of Battery[0]: 3
2023-09-15 09:06:34 Calibration: Charging Battery[0] to Full.
2023-09-15 09:06:35 Checking battery is fully charged
2023-09-15 09:06:35 Battery is at 94%
2023-09-15 09:06:35 Calibration: Battery 0 is Full
2023-09-15 09:06:35 Calibration: Battery[0] Charge Complete.
2023-09-15 09:06:35 Calibration: Setting Battery Idle for 2.5 Hours
2023-09-15 11:36:38 Calibration: Battery [0] Calibration Completed
2023-09-15 11:36:41 [L]> EfiBatteryLibGetSmartAdapterStatus: AdapterStatus is '1'.
2023-09-15 11:36:41 System reports 1 batteries supported.
2023-09-15 11:36:42 Battery Pack Supplier Index: 4.
2023-09-15 11:36:42 Battery MFG Date 7/3/2023.
2023-09-15 11:36:42 Battery0: Charged to 100% and current is 0mA. Battery Health Manager or Battery Care Function not detected.
2023-09-15 11:36:42 Will not check battery charging since the FullChargeStatus variable is TRUE
2023-09-15 11:36:42 Battery 0: Charge not detected, Executing Battery Full Test
2023-09-15 11:36:42 [L]> Battery calibration is needed. (MaxError 100)
2023-09-15 11:36:42 Battery 0 returned 0x0000000000000020 -- Retrying
2023-09-15 11:36:45 Battery Pack Supplier Index: 4.
2023-09-15 11:36:45 Battery MFG Date 7/3/2023.
2023-09-15 11:36:45 Battery0: Charged to 100% and current is 0mA. Battery Health Manager or Battery Care Function not detected.
2023-09-15 11:36:45 Will not check battery charging since the FullChargeStatus variable is TRUE
2023-09-15 11:36:45 Battery 0: Charge not detected, Executing Battery Full Test
2023-09-15 11:36:45 [L]> Battery calibration is needed. (MaxError 100)
2023-09-15 11:36:45 Battery 0 returned 0x0000000000000020 -- Retrying
2023-09-15 11:36:49 Battery Pack Supplier Index: 4.
2023-09-15 11:36:49 Battery MFG Date 7/3/2023.
2023-09-15 11:36:49 Battery0: Charged to 100% and current is 0mA. Battery Health Manager or Battery Care Function not detected.
2023-09-15 11:36:49 Will not check battery charging since the FullChargeStatus variable is TRUE
2023-09-15 11:36:49 Battery 0: Charge not detected, Executing Battery Full Test
2023-09-15 11:36:49 [L]> Battery calibration is needed. (MaxError 100)
2023-09-15 11:36:49 Battery 0 returned 0x0000000000000020 -- Retrying
2023-09-15 11:36:52 Battery 0 returned 0x0000000000000020
2023-09-15 11:36:52 Batt 0: Result: 0x20
2023-09-15 11:36:52 Batt 0: Serial: 01846 07/03/2023
2023-09-15 11:36:52 Batt 0: Manufacturer: 333-42-5C-A
2023-09-15 11:36:52 Batt 0: CTNumber: 6GYTDN5GWBO0VI
2023-09-15 11:36:52 Batt 0: DesignCycleCount: 1000 Design Capacity: 3630mAh Full Charge Capcity 3600mAh
2023-09-15 11:36:52 Batt 0: RemainingCapacity: 3600mAh Max Error: 0000100 CycleCount: 1
2023-09-15 11:36:52 Batt 0: Temperature: 000025 Voltage: 12859mV Current: 0mA
2023-09-15 11:36:52 Batt 0: DesignVoltate: 11550mV StatusWord: 0x000E0 CellVoltage1: 4290mV
2023-09-15 11:36:52 Batt 0: CellVoltage2: 4288mV CellVoltage3: 4280mV CellVoltage4: 0mV
2023-09-15 11:36:52 Batt 0: Warranty: 000003 Calibration: 0x00003 ChargeControlSupported: YES
2023-09-15 11:36:52 Batt 0: ACPowerOn: ON ChargeTempOK: YES ChargeTest: 0
2023-09-15 11:36:52 Batt 0: ChargeCapacity: 99mAh TempAlarm: NO DeepDischarge: NO
2023-09-15 11:36:52 Batt 0: FullCharge: YES FullChargeStatus: 000001 BatteryCharge: YES
2023-09-15 11:36:52 Batt 0: LowVoltageDisable: NO AdaptiveBatteryExtender: Not Supported
2023-09-15 11:36:52 Overall Battery Result = 9
2023-09-15 11:36:52 Fall back on the non-protocol way(GPU)
2023-09-15 11:36:52 Fall back on the non-protocol way(BATTERY)
2023-09-15 11:36:52 SysDiagCalculatePassID(): Test PassID 22867-93611-53654.
2023-09-15 11:38:39 Battery Test Completed, TestResult = 1

----------------------------------------------------------------------------------------------------------

<?xml version="1.0" encoding="UTF-8"?>
<payload>
<element name="Application" type="Description" sequence-id="1">
<attribute name="a0" value="HPAdvSysDiag_Battery"/>
<attribute name="a1" value="7.6.0.0"/>
<attribute name="a2" value="2"/>
<attribute name="p1" value="07/04/2023"/>
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sandytechy20 · ‎09-23-2023

@Pijuvwy

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers

Sandytechy20
I am an HP Employee

Pijuvwy · ‎10-04-2023

THE PM FROM HP:

I would request you to contact our Phone Support Team and our Support Engineers should be able to sort this out.

Please use the following link to create yourself [sic] a case number, then call and it may help speed up the call process:

Step 1. Open link: https://support.hp.com/us-en/contact-hp
Step 2. Sign in / sign in as a guest
Step 3. Enter the product number or select to auto-detect
Step 4. Scroll down to "Still need help? Complete the form to select your contact options"
Step 5. Scroll down and click: HP contact options - click on Get phone number and the phone number appear [sic].

Keep me posted on further assistance. Hope that helps!

Note: Out-of-warranty product repair will cost.

MY REPLY:

These steps don't quite work. It seems that your assistance templates are as out-of-date as are HP's online documentation.

An up-to-date instruction set might be better thus:

Step 1. Open link: https://support.hp.com/us-en/contact-hp
Step 2. Sign in.
Step 3. Select your product (if it's previously registered); otherwise use the auto-detect option.
Step 4. Below "Which laptop question can we help you with?", select "Problem with battery or adapter".
Step 5. Scroll down to "Still need help? Complete the form to select your contact options".
Step 6. On the next screen, select "Continue to contact options".
Step 7. Fill in your location and language details.
Step 8. On the next screen, select the "Phone" option. Don't choose "HP Support community" because you've already tried that without success. Don't choose "Online support" because that is only a virtual assistant, not real help.
Step 9. Note the out-of-hours message, "This option is currently unavailable. Please come back during the hours listed below. Monday through Friday 8:30 a.m. to 5:30 p.m. (Excluding public holidays)."
Step 10. Because public holidays depend on the State, take a guess at which State and time-zone the HP assistance is based in, and plan to repeat steps 1 to 8 another day.

Step 11: Ignore any previous advice about case numbers. That's pure fantasy. [I didn't actually send this line.]

If I have any success (or not), I'll keep you posted. I will also, from time to time, update the public conversation. That way others can benefit from my experience with HP support.

-------------------------------------------------------------------------------------------------------------------------

After posting my reply, the next screen displayed a warning message which was (in typical HP style) as out-of-date (or just imprecise) as the rest of HP's online help:

Beware of fake HP Support. Be alert for scammers who may be posing as HP support representatives, particularly those who claim to be HP Helpdesk. Only call numbers from people who have a [HP} on their profile page. If you think you have received a fake HP Support message, please report it to us by clicking on the blue "Report Inappropriate Content" button above the message in the Private Message portion of the Community. Thank you

If HP ever updated their obsolete instructions (or aimed for accuracy), this warning message might read thus:

Beware of fake HP Support. Be alert for scammers who may be posing as HP support representatives, particularly those who claim to be HP Helpdesk. Only call numbers from people who have an [HP] on their profile page, AND WHO NEVER POST UP-TO-DATE OR ACCURATE INFORMATION. If you think you have received a fake "HP Support" message {TIP: if it was accurate, up-to-date, or useful], please report it to us by searching for the blue "Report Inappropriate Content" button. To find the "Report Inappropriate Content" button, IGNORE the first 2 "three-dots" symbols in your Private Message -- namely those adjacent to INBOX and adjacent to the TITLE OF THE RECEIVED MESSAGE. Instead, counterintuitively, try the THIRD "three-dots" symbol... yes, that's right, I mean the one adjacent to the CONVERSATION TITLE that you have ALREADY REPLIED TO!!! Aren't you glad that HP is looking out for you (albeit after the fact)?

Had to use UEFI to calibrate battery, but HP Support Assistant still says it needs calibrating

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