Problem solver needed - HP Spectre will not charge while turned on - Tried everything

[Jason_J]

I'd really appreciate some help - I've tried everything I can.

My HP Spectre x2 no longer charges when the device is on. It only charges when the device is off.

Here's what I've tried/tested and the results:

I have tried the power reset procedure - it did nothing, and then I guess I tried it one too many times because it destroyed W10's ability to boot. I tried every technical way to get it to boot, but the files were corrupted by following the 'hold down power button for 15 or so seconds' recommendation. So, I had to do a temporary boot of Linux in order to recover my files from Windows, before doing a complete reinstallation of Windows 10. The power issue (not charging while turned on) was present for all three operating systems - the original Windows 10, the Linux boot, and the fresh Windows 10. So, the problem is NOT the OS (I assume this points to firmware as the culprit?), and I can say with confidence that I will never risk doing a power rest ever again. So, I'm back to square one.

My power charger works - it is rated the correct output, and charges just fine when the device is off. I've even tried 2 brand new chargers - a generic and an HP official charger. No difference. They work, just not when the device is on.

The only thing I can think of which I haven't done is a BIOS upgrade, despite the HP product utility telling me there are no outstanding upgrades or drivers needed. However, I was keen to do a BIOS upgrade/reset anyway, but of course HP will not allow me to run it, because my device is not plugged in to AC power. Of course it's not - that's the problem! Even with 6-8 hours battery available, HP won't let me run a bios update to try to fix the power issue.

That's everything I can tell you - if anyone can help get this thing charging when turned on, I'd really appreciate your problem solving skills.

Thanks.

[Dilip_18]

Hi@Jason_J,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing charging issues with the HP Spectre x360 Laptop when turned on.

I have a few recommendations 

• Try with alternate charger and check if it works.
• Make sure the Windows and HP support assistant updates are up to date. 
• For Testing and Calibrating the Battery please click this link

Try changing the power mode to "Balanced" or "Better Performance" as the default setting.

Go to "Control Panel\Hardware and Sound\Power Options" > "Change plan settings" > "Change advanced power settings"
Scroll down, click on "Dynamic Platform and Thermal Framework Setting" > "Config TDP Level",
Then select the middle value for both "On Battery" and "Plugged In".
Scroll further down. Select "Processor power management";
Then select "Maximum processor state";
Change the value from 100% to 96% for both "On Battery" and "Plugged In" options.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Jason_J]

Hi - thank you for your reply.

The first few steps didn't work, unfortunately. Here is a screenshot of the battery test result, with the adapter plugged in:

Regarding the second suggestion, I don't appear to have the option "Dynamic Platform and Thermal Framework Setting" ? I have followed the steps correctly - the option isn't there. Why would this be?

[Dilip_18]

Hi@Jason_J,

Thank you for responding, I appreciate your time and effort.

Try doing Reset PC Keep my files from windows and check if it works. 

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

[Jason_J]

Hi - thanks again for your reply.

However, I just did a brand new installation of windows from scratch, and this made no difference. Windows is up to date....

Where to now?

Note also that none of the cameras work either. Is there a way for HP to discover what is missing? Drivers all say they are the latest ones. There appears to be something missing from the firmware if I'm having these types of problems (power, camera, etc). 

[Jason_J]

I see the Dynamic Platform and Thermal Framework Setting is actually an Intel setting...? I don't have this on this device - whether that be because it was not on here originally, or it has been removed somehow. How do I install the proper Intel software for this particular device model? Thanks.

[Jason_J]

Also, HP Support Assistant doesn't help much at all. Surely there must be missing drivers, however, 'Software & Drivers' is not even clickable...I'm wondering what the point is then?

[Dilip_18]

Hi@Jason_J,

Thank you for responding, I appreciate your time and effort.

Faulty BIOS settings can sometimes cause laptop battery not charging issues. To fix your HP laptop battery, try updating your laptop BIOS. To update your laptop BIOS, go to the HP.COM and find the support page of your laptop. Then download the latest BIOS update and install it on your computer.

If the issue still persists then it could be a hardware issue on the PC.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!