10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

   Sign in

Support Home Products  Software and Drivers Diagnostics  Contact Us Business Support  My HP Account 

 Explore Shop Support Search HP Support   Sign in

HP Notebook PCs - Using and troubleshooting the AC

adapter
Correct use and storage of your AC adapter ensures best performance when recharging or powering the notebook.
If the AC adapter does not recharge the battery or power the notebook, troubleshoot the adapter, and if necessary purchase a replacement.

Troubleshooting the AC adapter

If your notebook exhibits any of the following symptoms, test your AC adapter using the steps below to verify that the AC adapter is working
properly.

When the notebook is connected to the AC adapter, the notebook does not turn on and lights or LEDs do not illuminate.
When the notebook is connected to the AC adapter, the display does not turn on.
When the notebook is connected to the AC adapter, the battery does not charge.

CAUTION: The AC adapter might shut down and remain without output due to conditions that can trigger overcurrent, overtemperature,
and short circuit. To recover the AC adapter output, unplug the AC adapter from the notebook for five minutes, and then plug it back in.

1 Use the AC adapter that shipped with the laptop

For best performance, use only the AC adapter that came with your HP notebook computer.
The wattage information is printed on a label located on the bottom of the AC adapter.

Give Feedback

If you use an AC adapter that has a lower wattage than your notebook requires, you might see the following trade-offs:

The CPU clock rate might be reduced to save power, which can cause programs to run slower.
The battery might charge more slowly, or not at all.
The AC adapter itself might become warm to the touch.

2 Look for physical damage on the AC adapter

Examine the AC adapter, cords, and computer for damage.
https://support.hp.com/us-en/document/ish_2025983-1502949-16 1/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

1. Unplug the power cord from the AC wall outlet.

2. Disconnect the DC connecter from the computer.
3. Check the AC adapter label to ensure it is labeled with the HP logo.

4. Check the AC adapter and cords for cracks, melted plastic, burn marks, or other signs of overheating.

5. Make sure the DC adapter cord connector tip is not bent, or broken.

6. Check the inside of the DC connector to make sure the pin is straight and not missing.

EXAMPLES OF DAMAGED BARREL CONNECTORS

Give Feedback

EXAMPLE OF UNDAMAGED USB TYPE-C CONNECTOR

https://support.hp.com/us-en/document/ish_2025983-1502949-16 2/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

7. Make sure there are no obstructions or foreign material inside the power port on the computer, and that the center pin is
straight.

8. If the AC adapter, connectors, or cords are damaged, do not use the AC adapter. You can purchase a replacement AC adapter
from HP.

3 Power reset a notebook with a non-removable battery

Perform a power reset (or hard reset) of your notebook to clear information from the computer memory without erasing personal
data.

Performing a Hard or Forced Reset on Your HP Notebook (Fixed Battery)

In this video, we will learn how to perform a hard reset on your HP Notebook with a non-removable battery. Sometimes
called a forced reset, this allows you to clear the memory if Windows or other software are unresponsive or if there are…

1. Turn off the computer.

2. Disconnect the AC adapter.
3. Remove any discs from the disc drive.
4. Remove memory cards from the card reader slot.
Give Feedback

5. Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.
6. With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
7. Reconnect the AC adapter, and then turn on the computer.

4 Make sure that the notebook is receiving power

Check the wall outlet, AC adapter, and notebook for signs that the system is receiving power.

1. Disconnect the AC adapter from the wall outlet.

2. Test the wall outlet by plugging in a small lamp or other device that you know is working.
If the wall outlet is not providing power, test the lamp or other device on different wall outlets until you find a working wall outlet
to use.
3. Make sure that the AC adapter cords are securely connected to the AC adapter and the notebook.

https://support.hp.com/us-en/document/ish_2025983-1502949-16 3/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

4. Reconnect the AC adapter to the wall outlet, and then confirm that the light on the AC adapter is on. If the light is not on, there
might be a problem with the AC adapter.

NOTE: Some AC adapters do not have a light indicator.

 5. Check the power port on the computer to make sure that the light is on. If the light is not on, the AC adapter might not be working
correctly or the notebook system board might be damaged. Contact HP Customer Support for further assistance.

6. If you have a power cord that you know works, try using that power cord with your AC adapter. If it works, the power cord needs to
be replaced and not your AC adapter.
7. Locate the Windows battery icon.

NOTE: Windows displays a battery charging activity icon in the system tray. You can find this icon on the Windows desktop,
next to the time and date.

If the battery charging icon is displayed, the AC adapter is working correctly and powering the notebook.

If the battery power meter icon is displayed, the AC adapter is not working correctly, and needs to be replaced.

5 Test the AC adapter with the HP PC Hardware Diagnostics UEFI tool

Use the HP PC Hardware Diagnostics UEFI tool to identify AC adapter issues.
If the app is not installed on your computer, download the latest version from the HP Hardware Diagnostics website.

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press esc repeatedly, about once every second. When the menu is displayed, press the
f2 key.
Give Feedback

3. On the Main Menu, select Component Tests.

Your Component Tests menu might be different, depending on the components installed on your computer.

https://support.hp.com/us-en/document/ish_2025983-1502949-16 4/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

4. On the Component Tests menu, click Power, click AC Adapter Test, and then click Run once. The AC Adapter Test begins.
When the test is complete, the screen displays the results.
5. If the AC adapter fails a test, click Troubleshoot.
6. Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
7. If the problem is not resolved, click Yes to contact HP Customer Support.
8. Scan the QR Code, or write down or copy the failure ID (24-digit code) and product ID for when you contact HP Customer
Support. The information is also available in Test Logs on the main menu.
9. If your computer is online, click NEXT to go to the HP Customer Support website.

Using and understanding AC adapters

Using an AC adapter not designed for your computer can cause issues with your computer.

Understanding HP Smart Adapter messages

Using an AC adapter not designed for your computer can cause the notebook to display a notification message in the bottom right
corner of the screen.
Use the AC adapter that came with your notebook for best performance.

NOTE: If the HP Smart Adapter message displays when you are using the AC adapter provided with the notebook, then update to
the latest BIOS version for your notebook.

Power output too low message. This message indicates the AC adapter does not provide enough power for the notebook computer to
be used. The battery light might blink rapidly eight times, and the battery icon in the system tray then indicates that the computer is
operating on battery power.
For example, using a 65 W AC adapter or 65 W Travel Adapter on most HP Mobile Workstations is not supported.

NOTE: This message does not indicate that the AC adapter needs to be replaced or is defective. Use the appropriate AC adapter
for your computer.
Give Feedback

Reduced performance message. This message indicates the AC adapter is providing enough power to use your computer, but not
enough power to deliver expected performance.
For example, attempting to use a 65 W AC AC adapter designed for a high-performance notebook works, but the performance is not
optimal. High performance HP notebooks require a 90 W AC adapter.

https://support.hp.com/us-en/document/ish_2025983-1502949-16 5/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

AC adapter is not genuine message. This message indicates that the AC adapter is not an authentic HP product.

Tips for using the AC adapter

Correct use of the AC adapter provides the best performance.

When you plug the power cord into an AC outlet, make sure that it is easily accessible at all times.

CAUTION: All AC adapter certification tests for HP notebooks are performed using a grounded AC adapter. Damage can occur if
an ungrounded AC adapter is subjected to power surges or electrostatic discharge.

Always plug in the AC adapter to a grounded outlet.

CAUTION: If you do not use a grounded outlet, you might notice an electrical tingling sensation when the palms of your hands
touch the notebook during use.

If provided with a 3-pin attachment plug on the power cord, plug the cord into a grounded 3-pin outlet. Do not disable the power cord
grounding pin, for example, by attaching a 2-pin adapter. The grounding pin is an important safety feature.
Connect the AC adapter to a good quality surge protector if your local power supply is unstable.

When connected to external AC power, the battery charge icon and the battery meter icon in the system tray change appearance.

Use only the AC adapter provided with the computer, a replacement HP AC adapter, or a compatible AC adapter purchased from HP.
Use the AC adapter on a hard, flat surface.

NOTE: Make sure the AC adapter is not placed in an area such as under cabinets, near exhaust fans or heaters or covered by
objects such as a book, blanket, or clothing where the ambient temperature can reach greater than 35°C (95°F) and prevent
natural convection cooling. The AC adapter can become hot and go into thermal protection mode. Allow the AC adapter to cool
for five minutes before using again.

Connect to external AC power when charging or calibrating the battery, installing or modifying system software (such as drivers and
updates), or when writing information to a CD or DVD.
If you use an external AC adapter at all times, calibrate your battery often. Or, when the battery has charged fully, remove it entirely
before continuing to work on external AC power. Continuously charging the battery without allowing it to expend its charge can
degrade battery performance and shorten battery life.
When a high number of applications are running or, when the battery is recharging, the AC adapter might be warm to the touch when
it reaches its power limit.
Give Feedback

Docking stations might have limitations when using different AC adapters. Use the appropriate compatible docking station for your
notebook computer. Use the AC adapter that is included with the docking station.
When disconnected from external AC power, the computer uses power from the battery and the display brightness automatically
dims to save battery life. To increase the display brightness, in Windows, search for and open Change brightness level, and then
use the slider bar to adjust the brightness level.

Unplug the AC adapter cord, mouse, and other peripheral devices when moving a notebook.

Always disconnect power from the computer by unplugging the power cord from the AC wall outlet first, then unplug the power cord
from the computer.
Do not leave accessories or AC adapters connected to a notebook while moving it. Pulling, twisting, or jamming these cords can
break the connectors.

https://support.hp.com/us-en/document/ish_2025983-1502949-16 6/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

Understanding the AC adapter lights

Depending on the model, the battery indicator or AC adapter light might be white, green, or amber when the AC adapter is connected and
is providing power to the notebook.
Most notebooks have an AC adapter light in the area near the power connector. The AC adapter or battery light is identified by the
 battery light icon . If the light is on, then the AC adapter is functioning correctly.

COMMON LIGHT DEFINITIONS

Light color Definition

White The AC adapter is connected and the battery is fully charged.

Blinking amber The AC adapter is disconnected and the battery has reached a
low battery level.

Solid amber The AC adapter is connected and the battery is charging.

Off The battery is not charging.

NOTE: On some HP notebooks, the lights do not indicate a power state. For other HP notebooks, there might be multicolor lights that
indicate different power states. To determine the function of the lights on your notebook, see to the user guide for your notebook.

Store the AC adapter

Store your AC adapter with the cord loosely bundled to prolong the life of your AC adapter, and reduce risks.
Loosely bundle the AC adapter cord for storage or transport. Using a "figure 8" pattern when bundling the cord allows for easy storage,
prevents the internal copper wires from breaking, and keeps the cord from getting tangled.

Give Feedback

WARNING: Never wrap the power cord around the AC adapter or any other object as this could cause the internal wires to break.
Broken wires can short circuit both the AC adapter and your notebook's internal power supply. Broken wires can shock anyone who
touches the cord, and might also present a fire hazard.

https://support.hp.com/us-en/document/ish_2025983-1502949-16 7/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

Order an AC adapter
AC adapters are designed for specific notebook models. Find your product number, and then use it to order an AC adapter from the HP
Parts Store.

 NOTE: Some countries or regions might not be supported when ordering parts from HP. See your local HP retailer or contact HP
directly to purchase additional AC adapters, batteries, or other parts.

1. Find the product number for your notebook. Do one of the following: , or press fn + esc to open the HP System Information window.

Look on the notebook for a product information tag

In Windows, search for and open HP Support Assistant. The system information is shown on the main screen.

NOTE: In Windows 10, you might need to download HP System Information from the Microsoft Store.

2. Go to the HP Parts Store.

3. In the Find your part field enter your product number, and then press the enter key.

NOTE: Remove the suffix from the product number. For example, DZ357U#ABA is entered as DZ357U.

4. If prompted, select your model number.

5. In the Category search box, select Batteries and Adapters from the drop-down menu. One or more compatible AC adapters is
displayed in a parts list.

NOTE: Unless explicitly written in the description, the AC adapter does not come with a power cord (the cable that connects to
the AC adapter and the wall outlet).

6. To choose a AC adapter, type the quantity, and then select the check box in the last column.
7. Click Proceed to checkout to finish ordering the part, or click Add to Cart to add the part and continue shopping for other parts.
Give Feedback

Additional support options

Try one of our automated tools or Ask a question on our HP Support

diagnostics Community page
https://support.hp.com/us-en/document/ish_2025983-1502949-16 8/9
10/09/2024, 09:14 HP Notebook PCs - Using and troubleshooting the AC adapter | HP® Support

Get in touch with one of our support

agents

Enter a topic to search our knowledge library

What can we help you with?

Country/Region: United States

About Us 

Ways to buy 

Support 

HP Partners 

Stay connected 

Recalls | Product recycling | Accessibility | CA Supply Chains Act | Privacy | Use of cookies | Your privacy choices | Terms of use | Limited warranty statement |
Terms & conditions of sales & service

©2024 HP Development Company, L.P. The information contained herein is subject to change without notice.

Give Feedback

https://support.hp.com/us-en/document/ish_2025983-1502949-16 9/9