Hp Omen 17 only charging when off/standby

[Sekzi]

Hi fellow community. I am having troubles with my HP Omen 17 (2019) that I purchased pre-owned recently. It only seems to charge when off or on standby (orange light) but as soon as I boot up the charge light turns off and stops charging. It is worth mentioning that it has a generic battery installed that is a few months old, however on the diagnostic test it says the battery is fine (lasts about 1 hour with light usage). I managed to get it to charge while in windows for 1 day when I installed the HP Omen gaming hub, when I went to the "Undervolting" tab it said some HP services where missing and needed to be installed. As soon as that was done it started charging while in windows. I did a few reboots and it kept charging with no issues, I haven't used it since doing this and now a week later it's doing the same thing again. I have installed the latest bios drivers and tried uninstalling the battery/charger drivers in device manager but this has not worked for me. I also tried booting up with the battery pack removed but it would not boot at all, it shows the white light by the charge port and when it tries to boot the light turns off for a few seconds and then back on, I'm not sure if these models are able to boot up with no battery connected. I went to a shop that had stock of the same battery charger to see if that was the issue but the new charger did the exact same thing. 

It's worth mentioning that while in Windows it does not pick up the charger at all. it doesn't say anything like "plugged in not charging". However like previously stated I did manage to get to charge for 1 day after doing a update in the gaming hub.

The battery charger is genuine HP and it's the 200w 10.3ah 19.5v one with the SR04XL (generic) battery.

Product number: 7EE61EA#ACQ

Currently running windows 11

My questions are: Will getting a new HP battery potentially solve this or is there some other issue?

And can this model that I have run without the battery connected?

Update: I removed all the ram and m.2 drives and re-installed them, after booting up I got this message for the first time: "Incompatible power source detected".

[Anand_Andy]

Hi @Sekzi,

Welcome to the HP Support Community

I understand you are facing a power-related issue with your OMEN By HP 17-Cb0011ni. Not to worry I will help you to get a resolution to resolve the issue.

Update the BIOS, & Chipset drivers:

• Here's the link to download and install the above updates: Click here

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

If the issue still persists, then please try to calibrate the battery once and check: HP Notebook PCs - Testing and calibrating the battery (Windows)

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Sekzi]

Hi, 

Thanks for the reply. I took my laptop into a pc specialist repair shop, they will be ordering a new genuine battery at HP's advice. The technician also picked up the bios wasn't recognizing the generic battery pack.

If the battery doesn't solve the issue it can be returned to HP and we can continue troubleshooting.

I will update this thread of the outcome.

[Anand_Andy]

@Sekzi,

Thank you for your response, I really appreciate your efforts. I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

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. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!