Pavillion notebook 15 battery issue

[Skann]

Ok, so about 4 days ago I thought my kids had unplugged my computer overnight and that was why I had no charge when I took my laptop on the road.  Then it happened again. Finally I looked at the battery indicator and saw "plugged in - not charging".  My battery is only 848 hours old, my computer is about a year and a half old. I have run the HP battery diagnostic and it says the battery is fine. I then went on line and followed the instructions to uninstall the adapters.. still nothing. Then I did the process (I forget what it was called) where you interrupt the boot and did the component check and got:

Failure ID: GUX21H-7JB8NO-MFPWMF-COC203  the component test had failed.

I have since also done a BIOS update to the most current version. So my question finally is... How can HP diagnostics say the battery is fine and the other on say it fails? 

I don't use my battery a ton and would have expected that I would start to notice a decline in charge on the battery as it got older, this is not the case. It has gone from 100% charge to nothing. My battery is also not a part of the recall. I am hesitant to buy a new battery until I have exhausted all avenues. I did do my usual registry and file cleaner with CCleaner (which I have been using for years) which is the only thing I can think of that I have done as far as updates or changes. Is there a possibility that a setting somewhere got turned off or modified somehow ( I do have teenagers...) If no one has any new suggestions I will just buy a new one I guess. 

Thank you in advance for any help

[DavidSMP · Accepted solution]

Hi @Skann,

Good Day. A warm welcome to the HP community. I reviewed the case regarding the battery not holding charge. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this.

• Did this happen soon after a recent power surge or outage when the adapter was plugged in?

You’ve done some brilliant troubleshooting to isolate the issue correctly. You need to be proud of that. As you have received a failure code for the battery, it needs to be replaced. HP support assistant is software related and what is more reliable is the hardware diagnostics which clearly determines a failure of the battery.

You could contact HP phone support to get the battery replaced.

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

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• 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.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Or you could contact HP shopping via this link: http://store.hp.com and please select the country and follow the on-screen instructions to purchase a replacement battery that is compatible with this computer.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Skann]

Well you were right .. the battery was dead.. went and got a new one and it is up and running fine😁. I am still having trouble getting over such a new battery dying for no apparent reason😖 But I guess I will just have to let it go. Thanks again for the confirmation you've been a great help! PS it's not letting me give you a thumbs up so 👍

[DavidSMP]

Hi @Skann,

It has been a fabulous experience working with you. 🙂 I thank you greatly for accepting this as a solution. 🙂 You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.