USB3 charging has stopped.

[PaulDMT]

The computer's charge ports (USB3) have stopped working. Ever since I got it back from a screen repair by HP last October, it has been intermittently failing. They both finally stopped working altogether. The computer was working yesterday (4/23/20) and I had it plugged in and charging. I got a message that the battery was low. In the past few months, when this happened with one port, I just moved the cable to the other USB3 port and it worked fine. Now, no matter which port I plug the charger in, it won't charge. I have 3 compatible chargers, including the one that came with it, which have all worked in the past. Now, none of them do.

I love this computer and as far as I know there is nothing actually wrong with it. It just won't charge anymore. Does anyone have any solutions/suggestions on how to get this working again? 

Thanks very much in advance.

Paul

[praveen196]

@PaulDMT Welcome to HP Community!

I understand that the USB3 charging has stopped.

Please perform the USB port test and let us know.

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 USB and initiate the quick test.

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

If the test is passed, please update the chipset drivers and update the BIOS. Please click the following link to download the drivers.

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!

[PaulDMT]

Thank you for responding. However, the computer won't turn on at all. The battery is dead since it can't be charged. 

I could not find a link to speak to someone at HP, either on the phone or by email. The bot is useless for my problem. The only link I could find was to authorized repair centers in my area, which happens to be Micro Center, either in Rockville or Timonium Maryland. I just returned from dropping it off in Rockville. They are going to assess it for $40 and get back to me in a week. Of course, they couldn't tell me, without looking at it, what's wrong, but when I told the tech that the trouble started after I sent it in for a screen repair last fall, he said it could be a loose wire. 

I can let you know when I find out what it is. Hopefully, it is just a loose wire. Otherwise, this is fast becoming the most expensive laptop I have ever owned.

Thanks for getting back to me.

[praveen196]

@PaulDMT 

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!!