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‎11-07-2018 06:54 AM

HP Recommended
Product: Spectre x360 13-ae014dx
Operating System: Microsoft Windows 10 (64-bit)

The power supply is attached through the USB-C port and the orange recharge light is lit.  The power/battery indicator states "7% available, plugged in, charging".  HOWEVER, the battey is got getting recharged.  I tried a Hard Reset of the computer (by disconnecting the battery inside the computeer) and also uninstalling the most recent version of Windows 10.  Neither of these efforts solved the problem.  The computer does function, however only when the power supply is attached.

1 ACCEPTED SOLUTION

Accepted Solutions

‎11-11-2018 11:03 AM

HP Recommended

Dear Huffer,

 

I want to really thank you for all your help and assistance.  It was invaluable to me.  I FOUND A SOLUTION!!!  The computer battery is beginning to charge again, and is currently at 92%, and climbing.  Here is what I did, and I thank God as well as you, because I have been praying for a solution.

 

I again did what you said the first time you gave advice,  You said to press "ESC" a number of time when the computer is starting up, and then “F2” to get into the “System Diagnostics”.

 

After this, I initially did an extensive diagnostic of the whole system again (about 5 hours).  Again, it stated that there was a failure for the battery with the statement “Check Battery : Primary - Replace (42)”.

 

After this I started exploring other potential fixes, and eventually I went to the portion entitled “Firmware Management”.  I clicked on this, and then went to “Rollback Bios” (remembering from my early searches for a fix, that someone had mentioned that the problem was potentially related to a BIOS update, and my computer did recently update the BIOS).  After this, I clicked on “Rollback Now”, and after it automatically restarted, it started to charge again.

 

Both versions of the BIOS (both before and after the “rollback”) were from July 20, 2018, and both seemed to be version F.22, so I do not know what the difference is, but I do know that now my computer is charging again.  Is it possible that a Windows Update changed the BIOS, and therefore somehow corrupted the charging process?

 

Now I need your help again.  Will the computer charging system fail again when the BIOS is updated, or should I not fear future BIOS updates?  Please let me know what you think.  If there is a concern about future BIOS updates, is there a way to prevent the BIOS from automatically updating itself, or asking me to update the BIOS.  Hopefully future Windows updates will also not return me to the same situation, but gratefully, now I should know how to fix it.

 

Thanks again for your help.  I am very happy that it now seems to be fixed, even without replacing the battery.

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18 REPLIES 18

‎11-07-2018 06:59 AM

HP Recommended

Have you run a full diagnostic on the battery using HP Support Assistant or UEFI? Tap esc as you power up and then F2 and then component tests then power/battery. Post the full results not just pass/fail. Kneejerk diagnosis is that your battery needs replacement and you have seen how to do that. 

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‎11-08-2018 06:41 AM

HP Recommended

Thanks very much for your reply.  Last night I did an entire diagnostic of the computer using your suggestion of "esc" followed by “F2” during start-up.  As you suggested, it stated that it failed for the battery.   The Failure ID is as follows: "9GC23F-91699P-MFPW2J-C0AU03".  The statement was, "Battery Check:  Primary - Replace (42)."

 

In reading some of the other problems with this model of computer on-line before writing my own request for help, I noted that there was a statement by someone that after a Windows update, they had a similar problem, and that after talking to someone they were able to fix the problem by making some changes to the BIOS.  Could that be a potential problem or fix rather than replacing the battery, as was suggested by the diagnostic?  I did update the BIOS as part of the process noted in the link below.

 

I bought this computer as "Certified Refurbished" from a US source about a month and a half ago, but someone brought me the computer, since I am currently not in the US.   Unfortunately, probably the warranty is only valid if I send it back to the US seller (which is not easy and expensive).  Therefore, I did open the computer and tried the "Hard Reset", which was ineffective in resolving the problem.  It seemed like the problem occurred very suddenly shortly after the computer updated the Windows (2018-09 Update for Windows 10 1803 for x64-based Systems (KB4100347)).  Currently it has also the next update (2018-10 Cumulative Update for Windows 10 Version 1803 for x64-based System (KB4462933).  My question is if these updates could be the problem and if it is related to the BIOS.  I would hate to pay for a new battery and still have the problem, since it is related to a BIOS change associated with the Windows Updates.

 

I also tried all of the steps included in this link below, even the last ones toward the end, which says to hold in the power button for 40-60 seconds and removing and replacing the power supply (I did this a number of different times and ways); however, unfortunately I was not as fortunate as these people were.

 

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Spectre-x360-Plugged-In-But...

 

Any thoughts or suggestions are much appreciated.  Thanks again for your help.

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‎11-10-2018 04:26 AM

HP Recommended

No answer yet to my question.  Do you think I just go ahead and purchase a new battery for this laptop that I just purchased a month and a half ago.  If so, where should I get this?  Can I purchase it it Italy.  When I searched on-line, it did not seem to have this available.  

 

Again, any help would be appreciated.

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‎11-10-2018 04:33 AM

HP Recommended

I am now at only 6% battery life.  Is it possible that as the battery declines, that it will no longer work, even when plugged into the power supply.  I would rather not have to go without any computer (very difficult to survive for my work).  Also, I fear that if take the computer to an Italy service center (HP or otherwise) they will keep it for an extended amount of time (service is not one of the strong points within the Italian culture or system), and again I will not have any computer for work.  Is there any way to purchase a replacement battery for this computer in Europe and replace it myself? 

 

Thanks again for any help anyone can provide.

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‎11-10-2018 05:20 AM - edited ‎11-10-2018 05:25 AM

HP Recommended

For some reason the Community system just now notified me of your additional posts here. I did ask you to post the actual results (advanced) of the battery test. Those results will tell me (us) whether you just have a battery that is worn out on its last legs from use or if some other issue is going on. You are postulating all kinds of theories about what is going on but one thing they tell young doctors is "if you hear hoofbeats, think horses, not zebras". In other words, go with the odds. Odds are you just need a new battery.I am not sure why people (Users) on here fight against that conclusion so hard. I guess nobody wants to even spend 50 or 60 bucks but replacing the battery is routine maintenance like new tires or brakes on your car. 

 

(14) Battery (3-cell, 60-WHr, 5.275-AHr, Li-ion) 929072-855

 

Pages 29-32 of the Manual show how to replace it:

 

Manual

 

Battery on eBay Italia:

 

https://www.ebay.it/itm/Genuine-60-9Wh-929066-421-HSTNN-LB8E-Battery-For-HP-TPN-Q195-CP03060XL-CP03X...

 

There are likely several more purchase options that's what I found in a quick search. Looking up your model I see it is very new to have a battery going out already so maybe it is zebras but you have to give us some more to work with to make the diagnosis. 

 

Post back with any more questions and please accept as solution if this is the info you needed. 

 

 

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‎11-10-2018 05:49 AM

HP Recommended

Hay Huffer,

Thanks for the quick reply.  I had thought that I did provide the details of the diagnostics two days ago, when I included the Failure ID, ect.  "The Failure ID is as follows: "9GC23F-91699P-MFPW2J-C0AU03".  The statement was, "Battery Check:  Primary - Replace (42)."  I tried to find more details, but could not find it as I went around clicking on various things after the diagnostic stopped. 

 

I am not opposed to purchasing a battery, but the way it stopped so suddenly (and did not wear down slowly, which is typical of a battery getting worn-out).  Therefore, I thouight that if the battery is not working, it is because of the circuitry inside the battery and not that the cells just wore out.  I also thought that maybe there is something else, and not the battery.

 

Thanks for the links for a new battery.  Would you recommend just trying that to see if it fixes the problem, or do you have any other suggestions, perhaps related to changing the BIOS.

 

Thanks again for your help.

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‎11-10-2018 06:01 AM

HP Recommended

I just noticed that it takes about 30 - 60 days for the battery to arrive from Hong Kong.  WOW.  

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‎11-10-2018 06:56 AM

HP Recommended

That's why I suggested maybe trying to find another place to buy. 

 

At 1:04 into this video see the link for "show advanced information"? Click on it and try to do a screenshot. The info you gave me does not contain these diagnostics. 

 

https://www.youtube.com/watch?v=UNEh5YmcDaQ

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‎11-10-2018 08:21 AM

HP Recommended

20181110_161254.jpg

 

 

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