Hp Envy 15 notebook plugged in battery not charging

[Simstim]

At the beginning of February the battery suddenly decided to stop charging (it was at 8%, refused to charge further, then when plugged out every percentage lost was not able to be recharged). I did a UEFI diagnosis which told me the battery failed and needs replacement. The charger powers the laptop with no batter and works fine.

I bought a new original battery from HP on amazon, which arrived with 18% charge and has not charge further, giving me the same UEFI diagnosis of failure. 

So far I have tried:

-system recovery

-BIOS default setting 

-UEFI diagnostics (Failure ID: 9XWEW8-73G91C-MFGH7G-C0BU03)

-Uninstalling "Microsoft ACPI Compliant Control Method Battery" 

-Holding power button to discharge static

-Running a deep malware scan

This strange behaviour coincides with the HP battery safety mode update sent out for recalls at the end of January, which prevents certain models from charging batteries further. 

https://batteryprogram687.ext.hp.com/

[Simstim]

 I have just updated the BIOS and still nothing!

[Riddle_Decipher]

@Simstim

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand the HP Envy 15 has issues with the battery,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Have you attempted to reinstall the battery drivers?

While you respond to that, here's what you need to do:

• Unplug the charge and use the laptop until the battery drains to 15%. 
• Turn off the laptop and turn it back on after 30mins. 
• Reinstalled Microsoft ACPI-Compliant Control Method Battery under device manager, 
• Restart the computer.

I recommend you run a hardware test and calibrate the battery: Click here for steps.

The maximum capacity of a battery changes over time. Because of this change in battery capacity, the charge level indicator in Windows might not show 100% charged. To know the condition of your battery, use the steps in this article to test your battery and calibrate it if necessary. Calibrating the battery resets the battery gauge to accurately display the charge level in Windows. In this document, two methods of testing and calibrating the battery are explained. Also, a manual method for calibrating the battery is presented.

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Simstim]

@Riddle_Decipher

Thank you for your response. 

- I did reinstall the ACPI-Compliant Control Method Battery driver - it was the first thing I did. But it did not solve my problem. 

- I installed and ran the HP diagnostics on the AC adapter and the two batteries (the old original HP and the new original HP replacement) and both of them failed the test. So I could not complete any calibration. 

The failure ID of the new battery is :9XWEW8-8NP91E-MFGH7G-C0CG03

- In addition, the battery does not charge in sleep mode or when powered off. The light beside the plugged in charger is red when the battery is in and white when the battery is not in.

It really does not feel like a hardware issue, since the AC is fine and the brand new battery behaves the same way as the old one that I thought was broken. 

I expected that this would be fixed with a BIOS update, but that did not work either. 

Can you give me any other ideas how to fix this?

[Riddle_Decipher]

@Simstim

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

I've managed to decipher the failure ID tag - 9XWEW8-8NP91E-MFGH7G-C0CG03

(It confirmed a hardware malfunction within the charging port - inbuilt on the motherboard)

Failure Code - 601

And I recommend you Contact HP to have the device either repaired or replaced:

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!

[Simstim]

thank you for your assistance. It's a pity that this has happened to the laptop after only hacing it for 3 years. 

I don't have the "still need help" option on the hp support page. My only options are, fee based phone help, forums, and an out of warranty HP support page, where I found a link to  diagnostic and repair quotation service, but the link is not functional. 

https://www.best2serve.com/en-ie/smartfriend-services/hp-smartfriend-1-incident?utm_source=HP-Custom...

So I don't see a way of getting a quotation from HP for my laptop repair. 

[Riddle_Decipher]

@Simstim

Thank you for responding,

It's great to have you back 😉

I understand your concern, 

Please send a private message with the country or region you are contacting us from,

And I should be able to get you a direct number (if available)

Eagerly awaiting to help!

Keep me posted,

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

[bckybee33]

How did you find out it was for sure the motherboard again?

I bought a new HP Envy 360 in 2017. My Warranty JUST expired in Nov 2018 and now this month I began having issues. This is what's happening: My computer says "plugged in not charging." When it is off it will charge but if it is on and in use it won't charge. If I plug it in while running on battery power and the screen is on, it will abruptly shut down. I read that I can update the bios and fix this. I tried it and that didn't work. I read that I could uninstall the driver for the battery and the power cord, but that didn't work. I read that I could take the battery out and hold the battery down for a full minute and that didn't work. So then I did just that but also tried the driver thing in 2 different particular orders based on 2 different articles I read... nothing has worked.

How do I know if it's for sure the mother board?  I've ran those HP troubleshooting tests as well.