Laptop only charges when shut down or in sleep mode

[ASADETOBA]

Hello,

For the past two days my laptop only charges when shut down or in sleep mode. When I plug it in when it's turned on, the charging light turns orange and the battery icon says ''plugged in not charging" but after a few seconds the light turns white and the "plugged in not charging" disappears. Does anyone know what's wrong?

Product Name: HP Pavilion notebook 15-au107nia(1AN47EA)

Product No: 1AN47EA#BH5

Operating System: Microsoft Windows 10 (64-bit)

[Jeet_singh]

Hi @ASADETOBA,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I understand you are having an issue with your HP laptop it charges only when it is either shut down or in sleep mode. Don't worry we'll work together to find a solution for you.

To provide you with an accurate solution, I'll need a few more details:

Did this happen after a recent update or upgrade to Windows 10?

Have you made any changes on the PC before the issue started?

Have you tried to update the drivers either from Windows update/HP Support Assistant?

In the meantime, let's try these steps here:

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 and the issue should be fixed.

Also, Go through them all and let me know what you have determined is causing the issue. The first document has the most relevant troubleshooting if your battery appears to be not charging.

I would suggest please update the BIOS on your PC and check if it helps.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Battery Does not Power Notebook or Hold a Charge

HP Notebook PCs - Testing and Calibrating the Battery (Windows 10)

Let me know if those steps worked for you.

If they did, that’s awesome!

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.

[ASADETOBA]

Hello Singh,

I have done as suggested.

Reinstalling Microsoft ACPI-Compliant Control Method Battery did NOT fix the issue.

First uninstalled it under Device Manager, then Scan for Hardware changes to restore it.

And then restarted the computer.Hope that is correct?

Answers to other Questions

Did this happen after a recent update or upgrade to Windows 10? No

Have you made any changes on the PC before the issue started? No

Have you tried to update the drivers either from Windows update/HP Support Assistant? No. In any case no related updates found on HP Support assistant. See below screenshot.

[Jeet_singh]

Hi @ASADETOBA,

Thank you for replying,

I appreciate your time and efforts,

I understand you have followed the steps suggested and still having the issue, don't worry as I have a few other steps which should help you resolve this issue.

Just wanted to check if you have tried to update the Bios, If so, please let me know the results for further assistance. 

If you have performed the bios update and still having the issue, I would suggest the next step would be to run a test on the battery from F2 (Please capture the failure ID for further assistance).

Depending on the test results, if all the test passes, I would suggest you perform a system recovery. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[ASADETOBA]

Hello Singh,

I am afraid the issue is still NOT fixed.

I just did the BIOS  update and ran a test on the batter from F2. Results are shown below.

I made a DVD recovery media immediately I got the Laptop, before making full use of it.

Can I make use of that for system recovery?

Also, will the fully charged battery be able to sustain system recovery.

BIOS Version/Date :Before insyde F.36, 07/04/2017 ; Now Insyde F.38, 24/05/2017

Battery Check : Primary - OK  (1)
Processor Check : PASSED
Wireless Module Check : PASSED
Hard Drive SMART Check : PASSED
Hard Drive Short DST Check : PASSED
Memory Fast Check : PASSED (Tested 11.7GB)
System Board Check : PASSED

[Jeet_singh]

Hi @ASADETOBA,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have run the test and it seem to have passed without any errors. Don't worry as I have a few other steps which should help you resolve this issue.

If the battery does not accept the charge or the notebook does not turn on without the AC adapter, contact HP to order a replacement battery. 

Since this is a removable battery, I would suggest you remove the battery from the PC and then try to turn on just with the AC adapter and check if the PC boots, If not try with a different compatible charger to check if it's an issue with the charger.

If the PC charges just with the adapter connected, I would suggest you can go ahead and perform system recovery.

If you are reluctant to perform a System recovery, I would suggest you contact our HP phone support for available service related options. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[ASADETOBA]

Hello Singh,

Again thanks for your support so far.

The Laptop is still under warranty till Feb 2018.

I followed the steps and was assigned the case no 3040912822

I was able to get the number for HP phone support.

Unfortunately, I spent almost an hour on the line until i ran out of phone credit... no one attended to me.

By the way it says hours of operation is from 8am to 5pm Central Africa Time. I called around 10am.

I will appreciate if someone can call me back or if I can have information on the nearest HP Service center.

Preferably, a service center around Ikeja/Agege area of Lagos Nigeria.

[Jeet_singh]

Hi @ASADETOBA,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any.

You should be contacted within 4 business days (Excluding Holidays & Weekends).

Response times may vary by region.

Please send a Private Message, if you aren’t contacted within 4-5 business days.

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

Regards,

[ASADETOBA]

Hello Singh,

So I finally took my laptop to the nearest service center.

They checked and found nothing wrong with my Laptop. Rather it was the adaptor that had an issue.

Apparently there was a pin on the end that connects to the laptop.

This pin was bent. As soon as the Engineer straightened out, it was able to charge the laptop normally.

Once again thanks for your support.

Regards,

[madiva]

yes the problem is the DC jack. mine was the internal dc jack. i replaced it and it worked.