Smart AC adapter message

[erico · Accepted solution]

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@AnAceBuyer wrote:

Having the same problem, after owning my i7 quad-core laptop w/16G for about 6 months. HP has already replaced the 90W adapter under warranty, but the problem persists. Today, HP's tech support said the message is an error, and they would be glad to make the message disappear!! Battery stops charging after a few minutes regardless of adapter, and at best will hold the existing charge level but not increase the charge. Battery testing suggests the battery is "normal." Tech support now wants me to send in my laptop! Can ill afford to be without it, and the tech didn't honestly make much sense to me. I've asked to escalate support to a more senior tech, but that may take another 48 hrs. Frustrated and worried at this point. Seems like HP may have outstripped the capability of their smartcharger series, but may not be able to admit or fix it.

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@AnAceBuyer 

Try a hard reset as follows:

1) Remove the battery and unplug the DC power adapter.
2) Press and hold the power button for more than fifteen seconds.
3) Plug in the DC power adapter (leave the battery out for now)
4) Press the power button

Please post your positive or negative results here in your thread.

If this has no effect, consider saving all important data to an external storage device. That way when HP Support representative contacts you, it will be safe to  allow remotely control  of your notebook for troubleshooting.

I will ask to have your issue escalated.

[george-p]

Hi @AnAceBuyer ,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publically post ( serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Regards,
George

[samuelandralph]

PROBLEM SOLVED!

The problem is very simple. Unlike many latop brands like Asus and Acer, the power adaptors in HP laptops do not click into place when plugged in. This means the adapter can occasionally slp out of place cause the message to pop up. To solve the issue, simply push the adaptor firmly into place.

I hope this will solve the problem for you as well as it did for me and my HP Envy 15.

Boxville

[bikeamtn]

While this can happen, this is not the primary issue as stated regarding the "Smart AC adapter - limited power" message.

If it was as simple as just pushing the AC plug back into the laptops AC jack, then the "limited power" message would not be displayed and remain displayed. The fact is; there are a number of factors causing this and the primary one's regarding the "Smart AC adapter - limited power" message I have addressed in previous comments.

See these posts:

‎03-24-2013 11:43 PM

‎03-25-2013 09:01 AM

‎06-30-2013 02:29 PM

[AnAceBuyer]

I contacted HP tech support several times over a several week period. They had me run quite a few diagnostics, and then insisted the power supply should be replaced under warranty (I've had the unit for 6 months). They also applied a new BIOS updated, which apparently addresses the message reporting/suggesting the power supply is insufficient. After I received the new ac power supply/adapter, the problem got worse. They had me run an additional set of battery diagnostics, which reported the battery failed. HP replaced the battery under warranty, and the unit now runs perfectly, like new.  

I have to say that, when it is running correctly, this is quite a nice laptop. My sole perpetual gripe is the super-sized "smart" touchpad. To avoid hitting it with my palms, I have to hold my hands in an awkward position. Don't want to disable the touchpad, because I really do use it in my lap, and a separate mouse would be a real pain. Wish HP had a smart program to match the touchpad so I could re-zone areas of the touchpad to make it less obnoxious.

Thanks for the kind, prompt responses on this forum!

[Greenbriar52]

While I agree that HP power cables are loose  which is a stupid design, this is not the answer...or at least wasnt for me.  HP changed the adaptor and suggested several things but they really didn't have a clue.  

I ended up disabling the message by following advice elsewhere in the thread.  There has been no adverse effect and my battery charges ok.

This suggests it is a software issue rather than anything critical to me. 

The biggest worry for me was that HP weren't aware of the issue or aware of this forum!

[DrDot]

I was in the middle of a "Go-to-Meeting" session when the insistant rocket notice icon with the messge at the top of this thread kept coming up on the bottom right of my screen.  After about 15 mins. my whole computer [HPG60T Notebook PC] crashed and said something like it was dumping all my files into the D  drive [back-up, in other words] .  I was able to restart windows but the Smart AC adaptor message started again so I left the meeting and began to do diagnostics to see what was going on.  I did change my power settings to calibrator1 away for power saver.

I was plugged in during this episode.  I found a recall dating from last summer [8/2014] for a power cord problem, I unplugged my power cord as instructed to see what the letters on the wall side were.  My plug was not of the series of plugs being recalled.  Sicne I was unplugged, I left it that way and worked on battery power until I got the notice that I needed to plug in [at 12%] .

After reading this thread. I've checked to see if I'm charging...I am.  But I'm not sure that anything I've done will resolve the issues.  I've been having long delayes with pages loading and unresponsive cursor movements, etc for the past few weeks...and then I get these insistant messages about smart AC adaptors...I'm very suspicious.

[AnAceBuyer]

I would suggest using the built in HP Utility Center and Help and HP Support Assistant to a) check for driver and BIOS updates for your laptop.  Make a backup of your data, and apply the fixes. If you still get the DUMP messsage, I think you're seeing the Microsoft Windows Blue Screen of Death (BSoD) message, which, in my experience, is more likely a hardware failure such as overheating, memory failure, disk failure, etc.  The HP Support Assistant should have a Contact Technical Support feature that will allow you to launch a Chat-based technician session pretty quickly. They can help you run advanced diagnostics and look at logs to see what, exactly, is failing.  I think the Smart Adapter message is spurious in this case, because if the battery is working properly, and charged, I think your system should work OK. Good luck!

[DrDot]

Thanks for your reply...I was worried tha I mightbe getting the BWoD but it hasn't happened again so I'm hopeful.  I consolidated my D drive and emptied my trash so things seems to be wroking a bit faster.

thanks again for responding and if I have additional problems I'll take up your suggestions.

[RSommo]

I've had my HP for about a year.  From the time I first received it (through my employer) I've had a problem with the power cord falling out of the machine. At that time, the screen darkens due to battery settings taking over, and I receive the message that the power adapter isn't working properly.  I don't get a low voltage message.  

I asked to have this taken care of - My company buys on-site service - and someone local was sent out.  He claimed that the cord wasn't loose, that it was performing as designed.  When I demonstrated the looseness of the connection he attampted to deform the connector at the end of the cord with pliers!  I sent him away and have not tried to have it repaired again.  I'm glad I didn't pay for this machine, and when people ask me for advice on what to buy I always warn them about this issue.