Incompatible Power Source Detected

[LanSensei]

Brand new laptop purchased from Costco. Powered up laptop, updated all drivers, BIOS, etc. Plugged in the AC adapter that came in the box with this laptop 17-by4095cl and I'm getting this error message "Incompatible Power Source Detected"

But, I'm using the adapter that came with the laptop! Brand new! Fresh out of the box! Not refurb. Not 3rd party. OEM, brand new, HP power adapter.

How can I fix this?

Others have said that their same laptop also got this problem AFTER updating to the latest BIOS. Is there a way to downgrade the BIOS to the previous version, which apparently doesn't seem to have this problem?

[Echo_Lake]

@LanSensei

Thank you for posting on the HP Support Community.
 

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

• Did this happen after a recent window or software update?
• Did you make any changes to the settings of your PC prior to the issue?
• When was the last time it worked fine?

While you respond to that, let's try these steps:

• 1. Go to Start, search for Device Manager, and open this result.
• 2. Expand batteries.
• 3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.
• 4. Shut down the computer. 
• 5. Disconnect the charger.
• 6. Remove the battery. (only for removable battery)
• 7. Hold down the power button for 1 minute.
• 8. Insert the battery only. (only for removable battery)
• 9. Attempt to turn the battery on. If the issue persists, follow the next steps.

Use the following steps to perform an AC Adapter Test using the HP PC Hardware Diagnostics. Make sure the power cord and adapter are connected to the system and wall outlet. Press and hold the power button until the computer turns off completely. Turn on the computer. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key. In the Main menu, select Component Tests.

In the Component Tests menu, select Power. In the Power Tests menu, select AC Adapter. Click Run once to start the test. 

NOTE: If the AC Adapter test is not available, update the HP Hardware Diagnostics version. When the test is finished, the results display. 

If the test result is PASS, there is nothing wrong with the AC adapter. Do not replace it. If the test result is FAIL, write down the failure ID (24-digit code). The information is also available in Test Logs on the main menu. NOTE: The failure ID code does not display unless the adapter is plugged in.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[LanSensei]

Hi Echo Lake,

Answers to your questions:

• Did this happen after a recent window or software update? - No. Happened right after opening the box that contained my brand new laptop. Plugged in the charge adapter and immediately got this error message.
• Did you make any changes to the settings of your PC prior to the issue? - No.
• When was the last time it worked fine? - Never. Brand new laptop. Error message showed up the 1st time I plugged in the charging adapter.

I performed your recommended steps to uninstall ACPI, rebooted the laptop as per instructions. Still getting the same error message.

I attempted to run the HP Hardware Diagnostics and it fails with "Canceled" result.

Here's the log results from this test:

TestVersion 1.17.8.0
TestId ce813c65-bfbe-4a52-9007-d8d9be06c35d
StartTime 2022-03-10T13:59:38.3134074-08:00
ExecutionDuration 00:00:04.5913744
Result Cancelled
ErrorCode 0
2022-03-10 13-59-42 --------------------------------------
2022-03-10 13-59-42 BatteryTest： 1.17.8.0
2022-03-10 13-59-42 Load options: BatteryTest.exe -subtest=ACAdapter -debuglog=C:\Users\lanse\AppData\Local\Temp\HPDIAGS\ce813c65-bfbe-4a52-9007-d8d9be06c35d
2022-03-10 13-59-42 AC Adapter Test Started
2022-03-10 13-59-42 CASL Found in HP Folder
2022-03-10 13-59-42 CASL Version: 7.1.15.1
2022-03-10 13-59-42 CASL File Version: 7.1.15.1
2022-03-10 13-59-42 Battery Recall Detection Started...
2022-03-10 13-59-42 Starting Detect SysIds:
2022-03-10 13-59-42 This SysId is not included in the list, Actual Value is: 881C
2022-03-10 13-59-42 There is no battery recall for this SysID.
2022-03-10 13-59-42 ... Battery Recall Detection Ended
2022-03-10 13-59-42 Running ACAdapterTest...
2022-03-10 13-59-42 AC Adapter Test Started
2022-03-10 13-59-42 AC Power connected.
2022-03-10 13-59-42 Smart Adapter Status : 2
2022-03-10 13-59-42 The Smart Adapter power rating is below requirement.
2022-03-10 13-59-42 AC Adapter power rating below requirement.
2022-03-10 13-59-42 AC Adapter Test Complete

Also, I have another HP laptop that I bought last year. When I use the charger adapter from the new laptop on the old laptop, it works just fine. No errors.

When I use the charger adapter from my old laptop on the new laptop, error appears.

Maybe this is a Windows 11 issue? My old laptop is still on Windows 10.

Any other ideas!?

[pbroussard]

Something seems to be amiss here, your service manual here - http://h10032.www1.hp.com/ctg/Manual/c08119882.pdf  shows that is a 2-3 year old laptop, But in any event, it calls for the following adapters-

65 W AC adapter, nPFC, S-3P, 4.5 mm 710412-001
65 W AC adapter, nPFC, SMART, RC, 4.5 mm, EM 913691-850
45 W AC adapter, nPFC, SMART, RC, 4.5 mm, non-slim 741727-001

I would first check the part numbers to your new adapter make sure they shipped the right one. Rolling back bios should be as easy as finding the one you want on your support page and running the update in Windows.

[LanSensei]

Hi Pbroussard!

Yeah, I guess Costco is selling 2 year old laptops! No wonder it was such a great deal! LOL!

Anyway, the power adapter that came in the box with the laptop shows part number 741727-001

Here's a pic of the adapter:HP Power Adapter - Brand New

Here's a pic of the error message I get when I plug in this adapter into the laptop.

Incompatible Power Source Detected - Error

I also have another HP laptop that I bought last year, although it's Windows 10. This laptop uses the very same power adapter and when I use it on the other HP laptop, it works just fine. No errors.

Yesterday I called HP support and they shipped me a new power adapter (same model) and it arrived today (FedEx overnight) and I plugged it into the problem laptop and same error! LOL!

To summarize: Three official, HP power adapters. All three generate this error on the Win11 laptop No errors on the Win10 laptop. Maybe it's Win11? Or maybe a problem with this model of laptop? 

[pbroussard]

That's error message one gets if you use an underpowered adapter. That model came with a variety of cpu's, integrated graphics and or discreet graphics. What cpu and gpu do you have? I gather since it was cheap at Costco, it wouldn't be one of the more high power I 7's with Radeon 530/520 models that would need the 65 watt adapter.

[LanSensei]

Hi Pbroussard!

Here are the specs for this laptop:

Processor: 11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz 2.42 GHz

RAM: 12 GB

Video:

Graphic device 1: Intel(R) Iris(R) Xe Graphics

Current resolution: 1600 x 900

Refresh rate: 60 Hz

Version: 30.0.101.1191 (12/3/2021)

Graphic device 2: NVIDIA GeForce MX350

Version: 30.0.14.9733 (12/16/2021)

Memory slot 1: 4GB SK Hynix 3200MHz

Memory slot 2: 8GB Nanya Technology 3200MHz

System board: 881C 44.12

System BIOS: F.16

Want to hear something really weird!? At work, we used to supply people with HP laptops and I found some spare HP power adapters. Well, I brought one home (45W) and when I plugged it in, no error! Well, at least not that day. I just plugged it in today and now I'm getting the same error! So, that's 4, official, OEM, HP 45W power adapters and all 4 generate this error only on this specific laptop. On my other HP laptop (Win 10) no errors.