(plugged in, not charging) after recent windows update

[maya8]

Since my laptop recently updated, the charger no longer charges my laptop. It's stuck at 2% battery. I have contacted Microsoft, and I have had 4 different people from the answer desk remote control my computer to try and fix the problem, but after trying for hours to fix the problem, they said only HP would be able to fix it. 

Microsoft gave me this message to explain what is wrong (as I have no idea about these kinds of things myself!)...

'I had an issue with my laptop charger since it is not charging after the windows update. I already contacted Microsoft support and they tried to fix it by manually updating the drivers and download and install the driver from HP website, they also uninstalled the update that causes the issue but issue still persist,  they also saw that the BIOS on my device is outdated and I was advise to contact HP support for assistance'

Please help!

[Jeet_singh]

@maya8,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the battery not performing as it's supposed to. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Could you provide me with the exact model of the notebook? Please use this link to help you find this information: http://hp.care/2bygf7l

Does the laptop shutdown right away if the charger is disconnected from the laptop?

Have you tried to uninstall and reinstall the battery drivers?

Have you tried to update the Bios?

Have you tried to use a different compatible charger and check if it helps?

Did this happen after a power surge or power outage?

In the meantime, let's try these steps here: 

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, 

Restart the computer and the issue should be fixed. 

Also, Go through them all and let me know what you have determined is causing the issue. 

The first document has the most relevant troubleshooting if your battery appears to be not charging. 

Battery Does not Power Notebook or Hold a Charge 

Next thing, I would suggest here is to update the BIOS and the Chipset drivers to the latest version using the Official HP website for drivers and downloads: Click here to find it. 

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Run a battery test using F2 (during restart), if the test failed: 

Check with an alternate battery. 

HP Notebook PCs - Using and Testing the AC Power Adapter

Please let me know how this goes.

I genuinely hope that the issue gets resolved without hassles.

Thanks for being a part of the HP community and if you require further assistance let me know and I will gladly do all I can to help.

If you wish to say thanks for my effort to help, click the "Thumbs up" to give me a "Kudos" and please mark it as “Accepted Solution” if this helps.

[maya8]

Thank you for your reply! Here are the answers to your questions...

My model is HP Pavilion 15-n268ea Notebook PC (Energy Star).

The laptop does shut down right away if not connected to the power cable (it's stuck on 2% battery and won't charge)

With the help of the Microsoft team we uninstalled and reinstalled the battery drivers several times.

We have tried to update the BIOS but when it came to  finish it, the 'Update' option was not possible (it was in grey, whereas the other options were in black), so it had two other options (one was something about a USB and I don't remember what the other said). I downloaded the new versions of thr BIOS off the HP website for my model HP, but it said it was not possible to update.

I haven't tried using another charger as I don't have another one, but this one is quite new as my other one broke a few months ago. 

I've not noticed it happening after a power surge/outage... I don't think we've had a surge or an outage.

I have already tried the steps you mention, the microsoft answer desk did this with me bu uninstalling and reinstalling the Microsoft ACPI-Compliant Control Method Battery.

I have tried updating the latest drivers, BIOS and Chipset on the laptop - all but the BIOS managed to update - but it said the latest BIOS was not possible on this device (even when I got the drivers from the page with my exact make and model)

I have HP support assistant on my laptop, but it is stuck on the AMD High-Definition Graphics Driver_KB (it won't fully install, I've tried several times). 

And I don't know if this is relevant, but my CD/DVD drive also doesn't work since I first updated my laptop to windows 10 a year or more ago, and sometimes I get a message saying 'HP Accelerometer' doesn't work - I've tried downloading new drivers for this too, but nothing worked, so it's been broken for over a year. But that is less important than the charging issue, as I can no longer use my laptop unless it's plugged in. 

Thanks for your help so far! 🙂

[Jeet_singh]

@maya8,

Thank you for replying,

As I understand the computer shuts down soon after disconnecting the power cable, this indicates either the computer is not charged completely or it can be an issue with the battery.

I would recommend you run a test on the battery from F2, 

Run a battery test using F2 (during restart), if the test failed: 

Check with an alternate battery. 

Depending on the test results, I would recommend you contact our HP phone support for further assistance. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,