battery problem

[oscarepenav]

Hi, I have an Hp pavilion 15 and I am having problem with my battery

serial number: [Personal Information Removed]

product numberW2L89UA#ABA

How do I know if the battery recall apply?

[KrazyToad]

@oscarepenav

Welcome to HP Community

I have gone through your Post and would like to help

May I know what exactly is the issue with the Battery?

You can refer to this Link: https://www8.hp.com/us/en/hp-information/recalls.html for more information on battery recall

Thank you

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[oscarepenav]

Hi, Krazy

On August 11, I made a windows update and my laptop shutdown, since that moment when is plugged in there is a white X on the battery icon and when is unplugged the battery is not charge. The Hp assitent doesn´t recognize the battery when I do te battery check, so I don´t know what is going on.

[KrazyToad]

@oscarepenav

Please reinstall the Microsoft ACPI Compliant Control Method Battery and check if that helps

Step 01. Click on the Start Button
Step 02. Type "Device Manager" in the start search box & open the Device Manager
Step 03. Look for Batteries and expand it by click on the + symbol on the left
Step 04. Right Click on "Microsoft ACPI Compliant Control Method Battery" & uninstall
Note: This Battery driver will get re-installed automatically when you restart the Notebook again
Step 05. Please Shutdown the Notebook
Step 06. Remove the Battery and unplug the Power Adapter ( For Notebooks with Removable Batteries )
Step 07. Press and Hold the Power Button for full 1 Minute
Step 08. Go ahead and put back the Battery and connect the Power Adapter and restart

Next update the BIOS from this Link: https://support.hp.com/us-en/drivers

If the issue persists run a Battery Test again to confirm the Hardware Functionality

- Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Power > Battery

Let me know how it goes 😊

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[oscarepenav]

Hi, the 19 I call Hp about this case, because It is really odd that this happen the way it happen, my case number is 5052186152, and the hp Agent suggested me to buy a now battery, because nobody could find the problem, so I bougth a new battery in amazon and on the way to peru, but now the battery work so I lost my money with the new battery. And this bothers me a lot.

[oscarepenav]

@KrazyToad

Hi, the 19 I call Hp about this case, because It is really odd that this happen the way it happen, my case number is 5052186152, and the hp Agent suggested me to buy a now battery, because nobody could find the problem, so I bougth a new battery in amazon and on the way to peru, but now the battery work so I lost my money with the new battery. And this bothers me a lot.

[KrazyToad]

@oscarepenav

If the old battery is working, i suggest you contact the retailer ( Amazon ) and cancel the order for the replacement battery

Amazon does allow exchange and returns

Thank you

[oscarepenav]

@krazyToad

The problem is that is on the way to Peru.

[KrazyToad]

@oscarepenav

Unfortunately since it was an out of box issue, Amazon will have to replace the part. I suggest you contact them and they will arrange for the replacement

Thank you

[oscarepenav]

And who is going to refund me the delivery from US to Peru and from Peru to US. because amazon is not responsable for that