Laptop not charging, has a new battery, ASPM looks like the issue

[RobertKT]

HP Pavillion 15, AMD A9-9410 RADEON R5, 5 COMPUTE CORES 2C+3G , 8GB RAM, F32 BIOS
Crucial BX500 SSD is the only non-factory part.

Laptop has a new battery fitted a month ago.  The unit will power if plugged in, but will not charge.  Sitting at 25%.

powercfg /energy states :"Platform Power Management Capabilities:PCI Express Active-State Power Management (ASPM) Disabled PCI Express Active-State Power Management (ASPM) has been disabled due to a known incompatibility with the hardware in this computer."

powercfg /batteryreport indicates battery is manufactured by HP, and has expected capacity 41,148mWh. 

Have tried reinstalling both options under battery in Device Manager.  No resolution obvious through Uncle Google, MS community says refer to Manufacturer

Any ideas on getting it to charge?

[TEJ1602]

@RobertKT, Welcome to HP Support Community!

Try updating the computer - 

Step 1 Windows Updates - 

1) In the search box, type, and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

Step 2 HP Support Assistant Updates - 

1) In the search box, type, and open HP Support Assistant. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

This document has the most relevant troubleshooting if your battery appears to be not charging- Battery Does not Power Notebook or Hold a Charge 

If the issue persists, Let's Run a battery test using F2 (during restart), if the test failed: 

Check with an alternate battery. 

Refer to HP Notebook PCs - Using and Testing the AC Power Adapter for additional help.

Keep me posted.

Please click “Accepted 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!

[RobertKT]

Yes, I had already run (and just-re-run) the HP Support Assistant updates and Windows 10 updates.  Nothing is showing on either of them.

HP UEFI Tests - AC Aaapter Passed, 

Battery Check failed:  Primary - Replace (42)
Failure ID: GGDP6C-8SSA6V-MFPX7F-C0C203
Product ID: X3C0PA#ABG
image attached

So Thank-you in helping establish that the battery is at fault.  What I need to understand now is:
- is this a real HP battery (the label certainly looks fine)?

- what is actually wrong with the battery?

- will HP replace it?  I see cycle count is 6

Robert

[KrazyToad · Accepted solution]

@RobertKT

This is a hardware issue and the Battery needs to be replaced

Please contact HP Support in your Region for Battery replacement

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.

[RobertKT]

Hi, thanks for that.  BTW, the link doesn't actually work, looks like a couple of rogue characters at the end...

[The_Fossette]

@RobertKT

I checked the link and it seems to be working fine. Were you able to get in touch with the support team?

Cheers!