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OsipovVas
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Problem with power adaptor

Spectre x360 15
Microsoft Windows 10 (64-bit)

Good afternoon.
My new Spectre x360 15 does not charge from the bundled power adapter.

Charging through type C is on, the indicator next to the power socket is on.

 

During the test power adaptor in BIOS, the indicator lights up for about 1 second, then goes off.

The test in BIOS issued an error code:

9Q9X6C-A0JA0K-MFPXGK-C1CR03

9Q9X6C-A0JA0L-MFPXGK-C1F913

 

Please help me with decoding the error code and solving the problem with the power supply.

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HP Support Agent
HP Support Agent
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Message 2 of 6
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Problem with power adaptor

@OsipovVas
Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help,  I have a few troubleshooting steps we could try to fix the issue:  

Firstly let's perform Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default: 

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer. If the issue persists, follow the next steps.

Run hardware diagnostics test on battery and Charger:

Use the following steps to open the Component Tests menu.

  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the main menu, click Component Tests.
  4. The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.
  5. To run both tests simultaneously, in the Component Tests menu, click Power Source, and then click Run once. Each component can also be tested individually.

AC Adapter Test:

The AC Adapter test provides an interactive test to determine if the AC power adapter is functioning properly. A good battery is required for this test. Before running the AC Adapter Test, HP recommends verifying that your computer can receive power by connecting a known working AC adapter.

Follow these steps to perform the AC Adapter Test.

  • In the Component Tests menu, click Power, and then click an AC Adapter Test.
  • Click Run once.
  • The AC Adapter Test begins.
  • When the test is complete, the results are displayed on the screen.

Battery Test:

Follow these steps to perform the Battery Test:

  1. In the Component Tests menu, click Power, and then click Battery.
  2. Click Run once. The Battery Test begins.
  3. When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details.

If the test passes, continue with these steps:

1. Go to Start, search for Device Manager, and open this result.

2. Expand batteries.

3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.

4. Shut down the computer. 

5. Disconnect the charger.

6. Remove the battery.

7. Hold down the power button for 1 minute.

8. Insert the battery only.

9. Attempt to turn the battery on.

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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OsipovVas
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Message 3 of 6
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Problem with power adaptor

Good afternoon.

 

I did not reset BIOS to default settings, the laptop was completely new (only out of the box), and the AC adapter did not work,  I have not changed any settings in the BIOS setup.

 

The hardware diagnostics of the AC adapter was performed both from the BIOS and from the system; the two error codes received were indicated in the initial message.

 

At the moment, i contacted by phone with HP support in my region, filed a repair request, and transferred the laptop and AC adapter to a service center. The service center ordered a new AC adapter. I am waiting for the adapter to come to them, and they will carry out the diagnostics with a new obviously working adapter.

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HP Support Agent
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Problem with power adaptor

@OsipovVas

Thank you for posting back 

 

Please feel free to contact us here anytime you need any further assistance with the Ac adapter. 

 

Have a great day! 

 

ECHO_LAKE
I am an HP Employee

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OsipovVas
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Problem with power adaptor

A new AC adapter came to the service center, with it charging the laptop went without any problems.

The problem turned out to be in the AC adapter.

This topic can be closed.

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HP Support Agent
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Problem with power adaptor

@OsipovVas

Thank you for posting back. 

 

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

 

Have a great day! 
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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