Laptop will only charge when turned off and will not power on without battery

[conniejoy529]

Laptop will only charge when turn off and will not power on without battery inserted . I've tried several things. Battery diagnostics says battery is good and I bought a replacement charger  but the issue remained. I've uninstalled and reinstalled drivers for ACPI and reinstalled Bios. Nothing has worked. I'd appreciate any advice. 

[praveen196]

@conniejoy529 Welcome to HP Community!

I understand that the laptop will only charge when turned off.

I suggest you start with a hard reset: Click here for steps, 

When done, you may want to check with an alternate power cord/adapter as it could be a malfunction that's causing this issue to occur, here's what you could do: 

  

If the charger shows inconsistent power output values, I would suggest that you step into Best Buy or staples and try with a different adapter and that should isolate the issue to the adapter or the computer. 

Please try a different battery on the unit as well.  

Do not buy the battery and adapter. It is only for testing. 

Use spare ones that they may have. If it works correctly, then you could think of buying it. 

  

Meanwhile, also, try the below: 

Steps to uninstall the ACPI drivers 

Right-Click on start button> click device manager> Batteries>then select the s drivers and right-click on it and uninstall all battery drivers. 

Then restart the computer and check again. 

Link for battery testing and calibration 

Please update the BIOS as well.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[conniejoy529]

Hi,  thank you for replying. Unfortunately I've tried all of those except for a reply battery because I don't have one. I did the hard reset and no change.  I have another ac adapter and it does the same thing,  charges the battery when the computer is off but not while it's powered on.  I also hardware diagnostic test that said the battery passed but that both ac adapters failed even though one is brand new.  I uninstalled the ACPI drivers, updated everything including BIOS and still no luck.  

[praveen196]

@conniejoy529

I understand your concerns.

In that case, I would suggets you conatct our phone support and check for the support option. They will help you.

Or you can conatct the local service center for repair.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!