"HP Service is not Installed"

[Flipster1]

So, my computer randomly shuts off when it is not plugged in. I have ALMOST troubleshot the problem, but on one of the last steps, I had to download the PC hardware Diagnostics. I ran a battery test and it got canceled. I ran another, and it got canceled. Then another, and again: same result. I ran it two more times, both times canceling when it got to 1%. I gave up, went into the Test Logs and saw why each one got canceled. I was expecting the description to be pretty long, but the description only said: "HP Service is not installed." Did I do something wrong along the way, is my computer preventing itself to be fixed, or is it a bug with the software?

[CherylG · Accepted solution]

Does it only cancel on the battery test? Can you run tests on other components without it canceling? If so I would think it is caused by a bad battery rather than software.

Have you tried testing before Windows boots? Immediately after powering on start tapping the Esc key. This will open a menu where F2 System Diagnostics is an option. Tap F2 key and look for Component tests.

[teranz]

Hi:

I have an Envy 15, about 4 years old and downloaded the HW diagnostics today.  Running the systems tests everything passes except the battery check, it cancels just like in the original post.  When I run the diagnostics at startup the battery test passes so I suspect the problem is not the battery, but the software.   My wife`s Pavilion computer is exhibiting the same behavior but it does have a battery/charging issue but I cannot diagnose the problem without the saftware.... maybe her system needs a battery calibration?

Tom

P.S> I should also mention the AC Adapter Test also cancels after a few seconds, not just the battery test.