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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎11-21-2020 11:35 AM

HP Recommended
Product: HP Envy x360 m6
Operating System: Microsoft Windows 10 (64-bit)

Hello,

Me and my wife has an HP laptop that accidentally got dropped on the floor. The harddrive inside of it got broken, we replaced it with an SSD and almost everything worked as normal. The only issue we had was the battery which was not working, the computer would shut off the instance we unplugged the charger. The solution, we thought, was to get a new battery and install it. We have put a replacement battery in, but exactly the same problem occurs. When the battery is plugged, it shows as charging at 0% (yes, it does show the charging-icon)

 

When the computer is plugged with the charger and without a battery, there is no issues at all, but when we plug the battery into the laptop and use only the battery, then turn the computer on, it will not turn on at all. No lights, not anything. When we plug the charger in and the battery is plugged in to the computer, the computer works for a little bit. Sometimes it will function for some minutes and all of a sudden shut down, other times we don't even have the time to get in to Windows before it shuts off. The battery should be charged fully since it was installed into the computer while the charger was plugged and the computer was off.

 

Using the diagnostic tools from HP reveals that the battery is not detected. What is strange is that when the charger is plugged and there is no battery in the laptop, the charging port glows orange, when the battery is plugged back in the color of the charging port LED changes to white. So it knows that a battery is there, but can not recognize it.

 

We have also tried uninstalling the battery ACPI from the device manager, following the instructions on HP's site, but the issue still remains. I feel like we have tried just about everything, including reverting the BIOS and also to update it (after changing to a new SSD).

 

Is there anyone who can help us with this issue or has any idea of what the cause is? I can not understand if this is hardware-related or software-related.  It feels strange that the charging-port LED turns to a different color when the battery is plugged, therefore I gravitate towards it being a software issue, but I might be wrong.

 

Any help would be greatly appreciated, thank you very much in advance!

 

-Andy

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