Batteery Check never completes, always reports Cancelled

[mike_d177]

In Reliability Monitor shows that Battery Test reports Stopped Working, so ran Device Check "Power" under HP PC Hardware Diagnostics (2.6.2.0).  Results in a CANCELLED status. Event Viewer reports 2 Errors, ID 1026 (process terminated due to unhandled exception) and ID 1000 (Faulting application BatteryTest.exe).

I have removed and re-installed HP Support Assistant, but has not resolved the issue.

In Win 11 Settings/Power & Battery, I am seeing correct reporting of battery charge-level and power connection status.

Any ideas on how to fix this?

[Nal_NR]

Hi @mike_d177,

Welcome to the HP Support Community. 

I'd be glad to help you! 

It seems like you're experiencing a specific issue with the battery diagnostics on your HP Spectre x360 16-inch laptop. The errors in the Reliability Monitor and Event Viewer (IDs 1026 and 1000) indicate that the battery test application (BatteryTest.exe) is crashing due to an unhandled exception, which could be due to software corruption, conflicts, or even a hardware issue.

Since Windows 11's Settings correctly report the battery charge level and power connection status, this suggests that the battery itself might not be the issue, and the problem is more likely related to the diagnostics tool or its compatibility with your system.

Here are some steps to troubleshoot and resolve the issue:

Run Windows Battery Troubleshooter:

• Go to Settings > System > Troubleshoot > Other troubleshooters.
• Find and run the Power troubleshooter to see if Windows can automatically fix any issues related to battery management.

Update HP PC Hardware Diagnostics UEFI:

• Ensure that the HP PC Hardware Diagnostics tool is up to date. You can download the latest version from the HP Support website:
  • Go to HP Support, enter your laptop model, and download the latest HP PC Hardware Diagnostics UEFI.
  • Install the update and try running the battery test again from this updated tool.

Check for BIOS and Driver Updates:

• Outdated BIOS or drivers can cause issues with diagnostics tools. Check for and install any available BIOS updates or drivers related to power management:
  • Open HP Support Assistant and check for updates, or visit the HP support page for your specific model.
  • Ensure you specifically update any drivers related to battery management, chipset, and system firmware.

Run Diagnostics from BIOS:

• Instead of running the diagnostics from within Windows, try running the battery test from the BIOS/UEFI environment:
  • Restart your laptop and press Esc repeatedly until the Startup Menu appears.
  • Press F2 to enter the HP PC Hardware Diagnostics UEFI.
  • Select Component Tests > Power > Battery and run the test directly from there.

Please find the remaining steps in the next post. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR · Accepted solution]

Hi @mike_d177 ,

Please find the remaining steps below.

Check for Background Applications:

• Some background applications or system processes might interfere with diagnostics tools. Restart your laptop in Safe Mode and try running the battery test again:
  • Open Settings > System > Recovery.
  • Under Advanced startup, click Restart now.
  • Choose Troubleshoot > Advanced options > Startup Settings > Restart.
  • Press the key for Safe Mode with Networking and try running the test.

Reinstall Battery Drivers:

• Corrupted drivers can also cause these issues:
  • Open Device Manager (right-click on Start and select Device Manager).
  • Expand the Batteries section.
  • Right-click on Microsoft ACPI-Compliant Control Method Battery and select Uninstall device.
  • Restart your laptop to reinstall the driver automatically.

Check for Conflicting Software:

• Software conflicts can sometimes cause the battery diagnostics tool to crash:
  • Disable any third-party applications that might affect system monitoring, such as other battery management tools or antivirus software.
  • If the issue resolves, re-enable applications one at a time to identify the conflicting software.

Perform a Clean Boot:

• A clean boot helps in identifying if any startup applications are causing conflicts:
  • Press Win + R, type msconfig, and hit Enter.
  • Under the Services tab, check Hide all Microsoft services and click Disable all.
  • Go to the Startup tab and click Open Task Manager. Disable all startup items.
  • Restart your laptop and try running the battery test.

Run System File Checker (SFC) and DISM:

• Run these commands to fix any system file corruption that might be affecting the battery test tool:
  • Open Command Prompt as Administrator.
  • Run sfc /scannow and wait for it to complete.
  • Then run DISM /Online /Cleanup-Image /RestoreHealth.

If you continue to experience issues after trying these steps, the problem might be related to deeper system corruption or hardware that requires professional repair. In that case, contact HP Phone Support for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.