Sudden Shutdown of PC at 20% battery

[katie_mi]

While working on battery the PC shuts down suddenly, despite remaining battery power (20% or 53%). This happens especially when the pc enters power saving mode. I get a message that the power is low and then the pc shuts down immediately without giving me the chance to plug in the power supply. 
According to windows alerts there is a Kernel error 41 63 which indicates a sudden lack of power. I downloaded the HP diagnosis tool and performed a complete Hardware diagnosis. The battery passed the test and is supposed to be ok. The network wireless tests were aborted and did not pass. 
I checked for windows updates and the software is up to date.
I need to find out which component creates the error and how to fix it. Do I need to upgrade a driver or get a new battery?

CeementBatteryCheckResult: 11

DevicesSupported: 1

DeviceCount: 1

Primary_ACPowerOn: True

Primary_ACAdapterOk: True

Primary_TestresultString: OK

Primary_DesignCapacity: 2850mAh

Primary_FullChargeCapacity: 2048mAh

Primary_RemainingCapacity: 1967mAh

Primary_MaxError: 2

Primary_CycleCount: 450

Primary_Temperature: 31deg C

Primary_Voltage: 16695mV

Primary_Current: 299mA

Primary_DesignVoltage: 14600mV

Primary_Status: 128

Primary_CellVoltage1: 4163mV

Primary_CellVoltage2: 4199mV

Primary_CellVoltage3: 4164mV

Primary_CellVoltage4: 4173mV

Primary_SerialNumber: 00864 12/27/2017

Primary_ManufacturerName: 131-42-6E-A

Primary_BatteryCTNumber: 6EUUEC8GWAI0FL

Primary_Warranty: 1 Primary_CalibrationType: 3

Primary_ChargeControl: Supported

Primary_TempCharge: True

Primary_ChargeTest: False

Primary_ChargeCapacity: 71

Primary_TempAlarm: False

Primary_DeepDischarge: False

Primary_FullCharge: False

Primary_FullChargeStatus: False

Primary_BatteryCharge: True

Primary_DesignCycleCount: 300

[praveen196]

@katie_mi Welcome to HP Community!

I understand that the laptop Sudden Shutdown of PC at 20% battery.

Do not worry. I will try to fix the issue.

I have a few steps listed below that should help you resolve this concern: 

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: 
1) In the search box, type and open “Device Manager”.  

2) Expand “Batteries”.  

3) Right-click the "Microsoft ACPI-Compliant Control Method Battery" that is listed there.  

4) Click on “Uninstall”.  

5) At the prompt put a check in the box to remove the current driver  

6) Shutdown the computer.  

7) Remove the battery for minute and then put it back in.  

😎 When the computer comes back up it should automatically find the driver.  

9) Go to Device Manager.  

10) Expand Batteries.  

11) Right-click the "Microsoft ACPI-Compliant Control Method Battery" that is listed there. 

12) Click "Search automatically for updated driver software"  

Do the same thing with Microsoft ACPI-Compliant Embedded Controller.  

Restart the computer and the issue should be fixed.

Please update the BIOS.

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!

[katie_mi]

I updated the bios a few days ago and reinstalled the mentioned battery driver but didn't find the second one.  So far it didn't shutdown when going into power saving mode. I didn't wait what would happen if I didn't plug in the power supply immediately as I was busy working on the pc. I will monitor the pc tomorrow again and check if it doesn't shut down again.
Do I need to replace the battery anyway or is it still ok? I'm not sure how to read the log of the battery test that I posted above.

[praveen196]

@katie_mi

I understand your concerns.

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

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.
 

Have a nice day!!

[katie_mi]

The battery still has the same issues. Today the pc shut down at 53% battery. There was a flash warning that it was going into saving mode and then the pc was off.

[praveen196]

@katie_mi

Please let us know have you performed the battery test and adapter test

If not, please perform the battery test.

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose Battery/ Adapter and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

Have a nice day!!