11-15-2019 05:17 AM
My computer turns off at 20% or 40% and every time I need to connect it to power in orden to restart it. The system doesn't send the notification for low battery level, but I'm pretty sure that the battery isn't reaching low levels as 12%. I tried to set the notification at 25% and in this way it works. But at 20% the computer automatically turns off.
It seems it may be a battery problem and I'm considering to ask support to the store where I bought it because warranty is still effective. The fact is that I have done multiple battery tests with HP Pc Hardware Diagnostics and all of them have been passed.
11-17-2019 03:28 PM
Thank you for posting on the HP Support Community.
- Did this happen after a recent window or software update?
- Did you try another charger?
- Does the notebook shut down immediately (right after you unplug the charger)?
- Do you get any error message on your notebook (Such as Plugged in, not charging, etc.)?
While you respond to that, let's try these steps:
Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)
- Turn off the computer and wait five seconds.
- Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
- On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
- Press F10 to Save and Exit.
- Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
- Follow the prompts to restart your computer. If the issue persists, follow next steps.
Run hardware diagnostics test on battery and Charger:
Use the following steps to open the Component Tests menu.
- 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.
- The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.
- To run both tests simultaneously, in the Component Tests menu, click Power Source, and then click Run once. Each component can also be tested individually.
AC Adapter Test:
The AC Adapter test provides an interactive test to determine if the AC power adapter is functioning properly. A good battery is required for this test. Before running the AC Adapter Test, HP recommends verifying that your computer can receive power by connecting a known working AC adapter.
Follow these steps to perform the AC Adapter Test.
- In the Component Tests menu, click Power, and then click an AC Adapter Test.
- Click Run once.
- The AC Adapter Test begins.
- When the test is complete, the results are displayed on the screen.
Follow these steps to perform the Battery Test:
- In the Component Tests menu, click Power, and then click Battery.
- Click Run once. The Battery Test begins.
- When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details.
If the test passes, continue with these steps:
1. Go to Start, search for Device Manager, and open this result.
2. Expand batteries.
3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.
4. Shut down the computer.
5. Disconnect the charger.
6. Remove the battery.
7. Hold down the power button for 1 minute.
8. Insert the battery only.
9. Attempt to turn the battery on.
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.
I am an HP Employee
11-17-2019 04:00 PM - edited 11-17-2019 04:01 PM
Hi. Thank you for you reply. There is no error message. The only thing I noticed is that before, when the notebook was recharging the battery indicator said "Plugged in, charging". now it says only "plugged in" but it is still actually charging.
When the computer turns off it doesn't matter if it was at 20% or 40% , when I plug the charger and turn on it the battery starts recharging from 0%. but no, when I unplug the charger it doesn't shut down immediately. I've already done all test of components and they're ok.
Also, before receaving your answer I made a reset from Windows settings and two times the computer shut down suddently at 18% (without notification) and one time properly after 10% and after all the messages of low battery level. If the problem continues I will try your solutions, Thank you