Battery charging issue on new ElitePad 900

[ITPros]

A customer reported that her new ElitePad 900 had a battery charging issue.  Customer was directed to tech support specialist who set up a repair.  However, after receiving the notebook back the same problem recurred.  A second repair still did not resolve the issue and customer refused a third repair.  The replacement the customer received worked fine.  I realize that this is relatively a new product and processes may not have been fully defined.  In case this problem shows up again are there other troubleshooting steps to follow other than shipping unit to repair center?

[ironcoog]

In the case of the ElitePad 900, the wall mount power adapter should be replaced first.

[soccer_dan]

Sometimes the battery gets into a very deep low battery state and it is hard to wake it up. Make sure you upadte the BIOS (one you get the tablet up and running). Also, in some cases, you can wake the battery up while on charge (by itself with charger or on the dock) by pressing the down volume and power buttons together for up to 15 seconds

As mentioned in another post, this could have been a problem with the charger also

[ITPros]

HP Pro Ironcoog,

Interesting!  I most certainly will pass this on when issue is encountered again; hopefully, this won't be the case.  Sure hope this is included in the Tech Support documentation.

[ITPros]

Hello HP Pro soccer-dan,

What helpful information you and the other HP expert have provided!  Going forward, I am now better prepared to address the issue.

[CORRMuseum]

 Glad to find this thread.
 We purchassed two Elite Pad 900 Tablets in January 2014 and neither unit has ever held a charge. I do not believe the issue is with the charging unit because we have to plug the pads in for at least 10 minutes each morning before we want to use them. We have attempted to "fully charge" the pads many times but are only able to get a max of about 30 minutes of battery life.

 This is a disappointment because we purchased the units for use as mobile registers, however we have to stay close to an outlet in order to use them for any length of time.

 Can we replace the battery units or do we have to send each unit into HP (they are still under warrenty).

 Thanks for your help!

[Mattrx]

My company is a reseller of HP products, and we just picked up the option for the Elite pad 900s. I had a demo unit that ran fine, had some issues with imaging but those are under control. Now I see that when the unit is plugged in, it reads "Plugged in, not charging.  I have openedin several elite pad 900s and 3 others had the same issue. I have tried removing the ACPI drivers and updating the bios.... Still not charging. I need some help

[soccer_dan]

Please, update the Driver and Firmware softpaq, rev 1.0.1.8.

You can use the Softpaq Download Manager (www.hp.com/go/sdm) to do all the updates needed at once. Make sure to ONLY perform h/w driver updates unless you know specifically what other software is needed or required on your unit

[MHB1]

I have tried everything listed here.  All updates are successfull.  Rebooted.  Everything works fine as long as I'm plugged into the wall.   The minute I unplug from the wall, the tablet dies.  System battery check says the battery is 100% charged, but the tablet will not run unless plugged in.

Anyone have any other ideas?  The tablet was a left over tablet that was not used for a year.  It was never initiated until I plugged it in for the first time about 4 weeks ago. Warrenty has expired back in March 2014.  Should I consider it trash?

[soccer_dan]

The ElitePad 900 is field serviceable if you have a HP partner that can do that or from HP. I can think of 3 things that might be the problem: the battery (possible but not likely), the power control module, and the power brick (easy to test by using a brick from another ElitePad). Did you try calling HP Elite support,  Call the HP Elite Direct Connect phone number at 1-866-625-1175