CMOS Battery Failured
Hello,
I'm having a problem with the PXI-8170 Controller, the system does not start due the CMOS Battery Failured. I'm attaching a image with the error.
If I press F1 to continue, the system does not start and stays in black screen.
Thanks.
J. Frantz
Attachments:
erro.jpg 2025 KB
Hello lferreira,
Thanks for the reply.
Yesterday I found the battery on the PXI processor, it's a Timekeeper M4T28-BR12SH1, DataSheet here . I will try to change the battery, first i need to buy it.
I found a supplier here in Brazil.
Thanks.
Julio
Attachments:
20140428_151333.jpg 1827 KB
Similar Messages
-
Premature CMOS 2032 Battery Failures
There have been many reports in this forum lately concerning premature CMOS 2032 battery failures.
If there truly is a common CMOS battery problem with MSI systemboards
we need to start to find the solution by identifing what vendors battery is failing and on what boards.
My mobo is MSI K8N Neo4 Platinum (G52-M7125X1)
My original CMOS battery was a KTS Lithium CR2032
It lasted about 1 month then the systemboard failed to POST.
I replaced it with a Energizer Lithium 2032
It has worked for a week so far.
The 2032 is a Lithium-Manganize Dioxide 3.0 Volt Button Battery.
It is designed not for recharging.
Life expectancy is least 2 to 4 years
A new 2032 battery unused and right out of the package measures 3.26Volts DC.
The new 2032 battery in the motherboard with AC power on, measures 2.97 Volts DC.
A defective KTS CR2032 battery out of the motherboard for days measures 2.97 Volts DC.
A defective KTS CR2032 battery in the motherboard with AC power on measures 1.41 Volts DC.
I used a Fluke Series 77 Digital Multimeter for the measurements.
My Phoenix-Award BIOS Version 1.4 - PC Health Status of the good Battery = 1.66 Volts
I have no idea what that means other than the BIOS is not reporting accurate battery voltages.
If you just have to know all there is to know about batteries try these sites:
http://www.buchmann.ca/
Energizer Lithium Photo/Coin Application Manual
http://data.energizer.com/PDFs/lithiumcoin_appman.pdf
Energizer Lithium-Manganese Dioxide Battery Datasheet
http://data.energizer.com/PDFs/lithiummangdioxide_psds.pdf
Hope this helps...
Bob...Here are some of the Forum's references to CMOS Battery failures...
Please post results of any correspondence with MSI Tech Support concerning this problem so we can share the info.
mbga9pgf
https://forum-en.msi.com/index.php?action=profile;u=68466
mbga9pgf
https://forum-en.msi.com/index.php?action=profile;u=67074
tarheel
https://forum-en.msi.com/index.php?action=profile;u=65599
Heresy
https://forum-en.msi.com/index.php?action=profile;u=68531
tarheel
https://forum-en.msi.com/index.php?action=profile;u=65599
DolphinBay
https://forum-en.msi.com/index.php?action=profile;u=68451
Supershanks
https://forum-en.msi.com/index.php?action=profile;u=48465
Bob... -
Sticky: Bios & Startup Issues - Premature CMOS 2032 Battery Failures
Symtoms:-
Quote
DolphinBay
I am unable to save any BIOS updates. I have tried to update the BIOS to v1.4, only to have the same problem. If I make any changes to the BIOS information, the system will either A) Hang on F10/Save Changes, or B) if it does Re-POST the information, ALL of my changes are lost.
Neo4 Platinum (7125) BIOS Issues - BIOS Won't Save Changes
tarheel - System worked fine for two weeks then one morning - NO Boot. No Beep just the four red LED's on the D-Bracket
Solution:-
Quote
tarheel
If you haven't already done so please replace the CMOS battery asap. Then let us know how it works. I have had similar problems and the battery is the secret.
See also Premature CMOS 2032 Battery Failures The reason for the failures is unknown at the minute.Here are some of the Forum's references to CMOS Battery failures...
Please post results of any correspondence with MSI Tech Support concerning this problem so we can share the info.
mbga9pgf
https://forum-en.msi.com/index.php?action=profile;u=68466
mbga9pgf
https://forum-en.msi.com/index.php?action=profile;u=67074
tarheel
https://forum-en.msi.com/index.php?action=profile;u=65599
Heresy
https://forum-en.msi.com/index.php?action=profile;u=68531
tarheel
https://forum-en.msi.com/index.php?action=profile;u=65599
DolphinBay
https://forum-en.msi.com/index.php?action=profile;u=68451
Supershanks
https://forum-en.msi.com/index.php?action=profile;u=48465
Bob... -
Envy x360 battery short and CMOS/RTC | No dedicated CMOS battery = Kafkaesque HP support nightmare
Relevant Case Number:
3015038426
Caveat:
If I'm wrong about this, I'll eat my hat with a sauce made of ultra-expensive brand-name HP ink.
Question:
Does anyone at HP want to take reponsibility for a series of the company's tech support representatives giving horribly wrong hardware information, wasting customer time and money?
Summary:
1. I have apparently experienced a short in my main battery.
2. In the x360, the real-time clock (RTC) and BIOS settings are apparently powered by the main battery, not a separate CMOS/RTC battery.
3. (1) and (2) explain why my symptoms include a CMOS checksum error and 0-set RTC on boot.
4. Three separate HP representatives have been absolutely insistent that:
(a) I have a CMOS/RTC battery that just isn't disclosed in the service manual.
(b) My symptoms indicate the need for CMOS/RTC battery replacement.
(c) This requires a 2-week+ send-in service, even though I live right next to an authorized support center.
(d) A much less intrusive main battery replacement could not help me, since I have a CMOS issue.
5. I have already had to pay $54 and change for a local shop to confirm that HP support has been, for want of better terms, full of it -- they have been BSing me by phone and live chat, and there is no dedicated CMOS battery.
6. Because of HP's intransigence, I now face the choice of either
(a) paying another $54+ to get myself a new main battery on the open market
or
(b) completely unnecessarily going without my primary work machine for weeks in order to get a new main battery for free from HP. That's assuming that the people at the service center know that replacing the motherboard won't do anything for this machine.
Hilarious and/or Depressing Support Record:
1. Symptoms
This is an HP Envy x360 15t hybrid notebook, model u011dx (G6T85UA).
It had been suspended but suddenly appeared off. It would not power on until AC power was attached.
It showed a CMOS checksum error (502) on boot, and its real-time clock did not hold the time between power cycles.
It had inconsistent problems with failed or severely delayed POST completion.
If AC power was removed during operation, it immediately died. Information about the main battery still showed up in the OS, where it appeared fully charged but never discharged at all.
The light next to the AC plug would often blink blue depending on the power state.
The machine could POST normally (except for the CMOS and RTC failures) with the main battery physically detached.
2. Call ("Amit")
I don't have a transcript of my initial call with HP ("Amit"), but here is the gist of it. My 502 CMOS checksum error implicates the CMOS battery. My steps are to attempt a BIOS upgrade. Failing that, the computer would need to be sent in for service so that the CMOS battery could be replaced. Amit described it to me as the shape of a small tablet.
3. False Hope
When I had initially called, the case was off of the PC and both sides of the motherboard were accessible so that I could try to see if there were any visually obvious problems with the CMOS/RTC battery. Naturally, I couldn't find it, and I had hoped the call would help me. In any case, Amit would need to call back in 60-90 minutes after I had the chance to take care of other things and re-connect the machine's components so that I could boot it and do a BIOS upgrade.
Just before he called back, the machine appeared for one or two power cycles to have overcome its problem. It even seemed like it was drawing main battery power for a few moments during a session with AC power detached. Amit closed the case for me pending the problems recurring.
I concluded that one of the following two things must have happened. Either:
(a) All of the problems were related to the main battery, and the main battery connector had just gotten jarred loose so that one or two pins were not contacting properly. By disconnecting and reconnecting the main battery in my search for the RTC/CMOS battery, I had solved the issue by reseating it properly.
or
(b) All of the problems were related to the CMOS battery. But by having it on AC power for testing for a little while, I had charged the CMOS battery enough to enable POST and for it to mediate the transition from AC to battery power (I know this probably isn't how it should work, but hey).
I also updated the BIOS to the newest version so that I could ensure I was following the pre-shipment troubleshooting step set out by Amit.
Fairly quickly after the second call and the closing of the case, all of the symptoms recurred. I carefully re-checked and re-seated the main battery to rule out (a) above. I then decided to run the computer on AC power for several hours to test theory (b) above. When this failed, I went back to the HP site and opted for chat support.
4. First Chat (KARISHMA BARPANDA)
Gist:
I clearly have a problem with my invisible CMOS battery. Also, this CMOS battery is absent from the manual because it isn't supposed to be user-removable, not because it doesn't exist. Note especially the exchange at 2:02.
Transcript:
Spoiler (Highlight to read)
1:38 PM Support session established with KARISHMA BARPANDA.
1:38 PM KARISHMA BARPANDA: Welcome to HP Customer Support & Services for Notebook support. My name is Karishma and I will be your technical support specialist today.
1:38 PM KARISHMA BARPANDA: Hi
1:38 PM KARISHMA BARPANDA: How are you doing today ?
1:38 PM Adam Colligan: Hello; this is related to case 3015038426
1:38 PM Adam Colligan: I'm good; just a little confused
1:39 PM Adam Colligan: PC symptoms implicated RTC battery: CMOS checksum error on boot. But also instant death when AC power removed. Temporarily resolved after re-seating main battery cable, so chalked up to that. Now not so sure: maybe I had just partly charged RTC battery during testing. Now trying long run on AC to rule this out.Query: x360 service manual (unlike other Envy manuals) makes no mention of RTC/CMOS battery. Didn't see one exposed on board. Can you verify presence and location of CMOS batt?
1:40 PM Adam Colligan: Just to clarify: I'm not asking you to walk me through changing a CMOS battery or anything like that -- I know you want notebooks sent in for service if they need that officially. But I just want to make sure that I actually know where the thing is on this model
1:42 PM KARISHMA BARPANDA: I am sorry, I can't understand you.
1:43 PM Adam Colligan: Okay, I'll back up. Have you heard of something called a CMOS battery or an RTC battery?
1:43 PM KARISHMA BARPANDA: Yes.
1:44 PM Adam Colligan: Would you be able to find out where it is located on my Envy x360 15t notebook (u011dx)?
1:45 PM KARISHMA BARPANDA: Alright !
1:46 PM KARISHMA BARPANDA: In this situation, we need to take the notebook in free servics repair.
1:46 PM KARISHMA BARPANDA: Please, provide me the complete sdhipping address along with the zip code.
1:46 PM Adam Colligan: It is not confirmed yet that the CMOS battery is actually the problem
1:47 PM Adam Colligan: I don't want to set up a service yet. I just want to know *where* the battery is attached to the board.
1:47 PM KARISHMA BARPANDA: We need to replace the CMOS battery,
1:47 PM Adam Colligan: How do you know that we need to replace the CMOS battery?
1:48 PM KARISHMA BARPANDA: Because tHe CMOS battery is not removable.
1:48 PM Adam Colligan: Well, in that case we're probably talking about replacing the whole motherboard. Do you mean *not removable* or just "not user removable" ?
1:48 PM KARISHMA BARPANDA: We will take the notebook in service reapir and our HP certified technician will do the complete hardware diagnostic of your notebook.
1:49 PM Adam Colligan: I don't want to do anything yet except *LOOK* at the board and see if there is anything obviously wrong with the CMOS battery connection
1:49 PM Adam Colligan: I just want to know *where* it is; I don't need to actually do anything to it
1:50 PM KARISHMA BARPANDA: Let me explain.
1:51 PM KARISHMA BARPANDA: Let me check.
1:52 PM KARISHMA BARPANDA: Please, allow me few moments.
1:52 PM Adam Colligan: Thank you
1:56 PM KARISHMA BARPANDA: Thank you for staying connected. I appreciate your time and patience.
1:56 PM KARISHMA BARPANDA: I am sending you a link, please go through page number 33 and 34.
1:56 PM KARISHMA BARPANDA has sent a link: http://h10032.www1.hp.com/ctg/Manual/c04513489
1:57 PM Adam Colligan: That's okay; I understand that it may take time
1:57 PM KARISHMA BARPANDA: CMOS battery is not a customer replaceable part.
1:58 PM Adam Colligan: 33 and 34 refer to the main battery, not the CMOS battery
1:58 PM Adam Colligan: I know that the CMOS battery is not a customer replaceable part. However, I want to visually inspect it.
1:59 PM KARISHMA BARPANDA: It is not listed there.
1:59 PM Adam Colligan: Exactly. Compare that to this manual for the HP Envy 17, page 41
1:59 PM Adam Colligan: http://www.hp.com/ctg/Manual/c02160120.pdf
2:00 PM KARISHMA BARPANDA: If you are facing any issues with the battery then, we need to take the notebook in service reapir and will fix the issue.
2:01 PM Adam Colligan: Sigh.
2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.
2:02 PM Adam Colligan: ...before I go without my PC for days or weeks
2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part.
2:04 PM KARISHMA BARPANDA: You cannot see it.
2:04 PM Adam Colligan: So where on the motherboard is it?
2:04 PM Adam Colligan: It's on the motherboard but it's invisible?
2:04 PM Adam Colligan: Maybe it's under a piece of foam by the HDD indicator light? There aren't many places for it to hide
2:05 PM KARISHMA BARPANDA: I would suggest you to sent the notebook in service repair, and if there will be any hardware issues, then HP technician will take care of it.
2:06 PM Adam Colligan: Please answer this question honestly for me. Is the location of the CMOS battery actually available to you? It's okay for you to say, "I don't know where it is, and I don't know how to find out where it is". But it seems like you are avoiding saying that.
2:10 PM KARISHMA BARPANDA: Let me know are you facing any issues with the HP notebook right now ?
2:11 PM Adam Colligan: Yes. Why won't you answer that question?
2:24 PM KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.
2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?
2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?
2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.
2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.
2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.
2:26 PM KARISHMA BARPANDA: So, the CMOS battery can be replaced only in our service center.
2:26 PM KARISHMA BARPANDA: Do you want to send your notebook for a free service to replace the CMOS battery ?
2:26 PM Adam Colligan: I think we've established that. I am not asking you about how to replace it. I'm asking if you can find out where it is.
2:26 PM Adam Colligan: It's perfectly alright if the answer is "I don't know", but I do expect that amount of honesty
2:26 PM KARISHMA BARPANDA: No, it is not listed in the manual.
2:27 PM KARISHMA BARPANDA: I can understand your concern.
2:27 PM KARISHMA BARPANDA: As, it is not listed in the manual, let me know how can I assist you.
2:28 PM Adam Colligan: So then the next question is: can I contact a technical support professional who can tell me where it is attached so that I can visually inspect it before committing to a service by mail?
2:30 PM KARISHMA BARPANDA: This is the only technical support and you can contact our voice technical support. However, they will tell you the same thing, which I have told you.
1:38 PM Support session established with KARISHMA BARPANDA.1:38 PM KARISHMA BARPANDA: Welcome to HP Customer Support & Services for Notebook support. My name is Karishma and I will be your technical support specialist today.1:38 PM KARISHMA BARPANDA: Hi1:38 PM KARISHMA BARPANDA: How are you doing today ?1:38 PM Adam Colligan: Hello; this is related to case 30150384261:38 PM Adam Colligan: I'm good; just a little confused1:39 PM Adam Colligan: PC symptoms implicated RTC battery: CMOS checksum error on boot. But also instant death when AC power removed. Temporarily resolved after re-seating main battery cable, so chalked up to that. Now not so sure: maybe I had just partly charged RTC battery during testing. Now trying long run on AC to rule this out.Query: x360 service manual (unlike other Envy manuals) makes no mention of RTC/CMOS battery. Didn't see one exposed on board. Can you verify presence and location of CMOS batt?1:40 PM Adam Colligan: Just to clarify: I'm not asking you to walk me through changing a CMOS battery or anything like that -- I know you want notebooks sent in for service if they need that officially. But I just want to make sure that I actually know where the thing is on this model1:42 PM KARISHMA BARPANDA: I am sorry, I can't understand you.1:43 PM Adam Colligan: Okay, I'll back up. Have you heard of something called a CMOS battery or an RTC battery?1:43 PM KARISHMA BARPANDA: Yes.1:44 PM Adam Colligan: Would you be able to find out where it is located on my Envy x360 15t notebook (u011dx)?1:45 PM KARISHMA BARPANDA: Alright !1:46 PM KARISHMA BARPANDA: In this situation, we need to take the notebook in free servics repair. 1:46 PM KARISHMA BARPANDA: Please, provide me the complete sdhipping address along with the zip code. 1:46 PM Adam Colligan: It is not confirmed yet that the CMOS battery is actually the problem1:47 PM Adam Colligan: I don't want to set up a service yet. I just want to know *where* the battery is attached to the board.1:47 PM KARISHMA BARPANDA: We need to replace the CMOS battery, 1:47 PM Adam Colligan: How do you know that we need to replace the CMOS battery?1:48 PM KARISHMA BARPANDA: Because tHe CMOS battery is not removable. 1:48 PM Adam Colligan: Well, in that case we're probably talking about replacing the whole motherboard. Do you mean *not removable* or just "not user removable" ?1:48 PM KARISHMA BARPANDA: We will take the notebook in service reapir and our HP certified technician will do the complete hardware diagnostic of your notebook. 1:49 PM Adam Colligan: I don't want to do anything yet except *LOOK* at the board and see if there is anything obviously wrong with the CMOS battery connection1:49 PM Adam Colligan: I just want to know *where* it is; I don't need to actually do anything to it1:50 PM KARISHMA BARPANDA: Let me explain. 1:51 PM KARISHMA BARPANDA: Let me check. 1:52 PM KARISHMA BARPANDA: Please, allow me few moments. 1:52 PM Adam Colligan: Thank you1:56 PM KARISHMA BARPANDA: Thank you for staying connected. I appreciate your time and patience.1:56 PM KARISHMA BARPANDA: I am sending you a link, please go through page number 33 and 34.1:56 PM KARISHMA BARPANDA has sent a link: http://h10032.www1.hp.com/ctg/Manual/c045134891:57 PM Adam Colligan: That's okay; I understand that it may take time1:57 PM KARISHMA BARPANDA: CMOS battery is not a customer replaceable part. 1:58 PM Adam Colligan: 33 and 34 refer to the main battery, not the CMOS battery1:58 PM Adam Colligan: I know that the CMOS battery is not a customer replaceable part. However, I want to visually inspect it. 1:59 PM KARISHMA BARPANDA: It is not listed there. 1:59 PM Adam Colligan: Exactly. Compare that to this manual for the HP Envy 17, page 411:59 PM Adam Colligan: http://www.hp.com/ctg/Manual/c02160120.pdf2:00 PM KARISHMA BARPANDA: If you are facing any issues with the battery then, we need to take the notebook in service reapir and will fix the issue. 2:01 PM Adam Colligan: Sigh.2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM Adam Colligan: ...before I go without my PC for days or weeks2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM KARISHMA BARPANDA: You cannot see it. 2:04 PM Adam Colligan: So where on the motherboard is it?2:04 PM Adam Colligan: It's on the motherboard but it's invisible?2:04 PM Adam Colligan: Maybe it's under a piece of foam by the HDD indicator light? There aren't many places for it to hide2:05 PM KARISHMA BARPANDA: I would suggest you to sent the notebook in service repair, and if there will be any hardware issues, then HP technician will take care of it. 2:06 PM Adam Colligan: Please answer this question honestly for me. Is the location of the CMOS battery actually available to you? It's okay for you to say, "I don't know where it is, and I don't know how to find out where it is". But it seems like you are avoiding saying that.2:10 PM KARISHMA BARPANDA: Let me know are you facing any issues with the HP notebook right now ?2:11 PM Adam Colligan: Yes. Why won't you answer that question?2:24 PM KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.2:26 PM KARISHMA BARPANDA: So, the CMOS battery can be replaced only in our service center.2:26 PM KARISHMA BARPANDA: Do you want to send your notebook for a free service to replace the CMOS battery ?2:26 PM Adam Colligan: I think we've established that. I am not asking you about how to replace it. I'm asking if you can find out where it is.2:26 PM Adam Colligan: It's perfectly alright if the answer is "I don't know", but I do expect that amount of honesty2:26 PM KARISHMA BARPANDA: No, it is not listed in the manual.2:27 PM KARISHMA BARPANDA: I can understand your concern.2:27 PM KARISHMA BARPANDA: As, it is not listed in the manual, let me know how can I assist you.2:28 PM Adam Colligan: So then the next question is: can I contact a technical support professional who can tell me where it is attached so that I can visually inspect it before committing to a service by mail?2:30 PM KARISHMA BARPANDA: This is the only technical support and you can contact our voice technical support. However, they will tell you the same thing, which I have told you.
5. I pay money to have the CMOS battery checked
Clearly, I wasn't inspired by that chat. Maybe the rep was just wrong about the hardware. More likely, it was just my own ignorance that kept me from finding the CMOS battery, and so I would benefit from a real technician checking it, maybe replacing it or telling me I really did need to send it to HP for service, and also looking at the main battery circuit.
A couple of hours and $54.13 in diagnostic fees later, I had my answer from the technicians. My main battery had a short in it and needed to be replaced. There is no dedicated CMOS / RTC battery on this motherboard. The clock and BIOS use main battery power, and it makes perfect sense that the main battery fault would therefore include symptoms normally associated with a simultaneous failure of a main battery and a dedicated CMOS battery in another computer. This PC is not unique in lacking a dedicated CMOS battery. I could buy a new main battery for around $55.
Obviously, I was now thoroughly upset at HP Support. With this clearly being a main battery issue and the main battery being easy for me to replace and covered by warranty, HP could just send me a new main battery. I wouldn't even care if they wanted to tell me that swapping it myself would void the rest of the warranty period -- better than going without my PC for weeks on end. Failing that, I would probably rather even pay the money for a new battery from a retailer rather than go through the stupidity of sending this PC in just to have the battery swapped out. But now I had already paid the equivalent of that new battery cost just to get the correct information about my hardware, solely because official HP Support had given me false information -- twice!
6. Second chat ("Justine")
Gist:
So I re-connected with technical support in the hope that something could be done to make the situation right. I briefly summarized the problem and gave the case number in the webform submission not shown. Make sure you're sitting down for this transcript and have either whisky or popcorn depending on whether you work for HP or not.
Note in particular at 5:28, where my soul tries to escape my body, and 6:00, where Justine accidentally states the whole issue without actually understanding.
Transcript:
Spoiler (Highlight to read)
5:10 PM Support session established with Justine.
5:10 PM Adam Colligan: Hi Justine
5:11 PM Justine: Thank you for contacting the HP Customer Support & Services. My name is Justine and I will be your chat support specialist today. Please give me a few minutes while I review your issue description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. Also, If you are using a mobile device (iPad, iPod, iPhone, etc....) and experience difficulties viewing the chat window, please initiate a new chat from a Windows or Mac computer or use a different browser for better compatibility.For DISCONNECTED or failed to reconnect, we keep records for all interactions feel free to initiate another chat.
5:11 PM Justine: May I have the phone number and e-mail address associated with your HP product?
5:11 PM Adam Colligan: [redacted]
5:12 PM Justine: In order for me to assist you better, can you please provide the Product and Serial number of the system that is having an issue.
5:13 PM Adam Colligan: Are the contents of the form I filled out not sent? The SN is [redacted] . This is a model G6T85UA
5:15 PM Justine: Thank you for verifying me those information, Adam. I have read your issue description and it seems like you need help in processing a replacement for your computer's battery, is that correct?
5:15 PM Adam Colligan: Yes.
5:16 PM Justine: I apologize for the inconvenience. I will do my best to help you resolve this issue.
5:19 PM Justine: Alright, regarding the incorrect information that our tech had provided you, what is that information again, Adam.
5:20 PM Adam Colligan: My own hunch was confirmed by an independent service center that I had to pay to diagnose this problem: this machine has no dedicated RTC/CMOS battery.
5:20 PM Justine: -
5:22 PM Justine: So the issue is that you went to a local tech and they are charging you for your battery replacement correct?
5:22 PM Adam Colligan: So I wasted both a day of work and over $50 because two technical support representatives told me in no uncertain terms that I was looking at symptoms of a CMOS battery fault. And I *now* face also having to double that money on a new battery unless you guys can make it right.
5:23 PM Adam Colligan: I paid for the diagnosis because they had to go in and determine that HP tech support was, for lack of a better phrase, full of it
5:23 PM Adam Colligan: I even have a hilarious piece of transcript: 2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM Adam Colligan: ...before I go without my PC for days or weeks2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM KARISHMA BARPANDA: You cannot see it.
5:25 PM Adam Colligan: I had even checked the x360 service manuals and compared them to other Envy models, since the CMOS / RTC battery is specified for the other ones. Hence this (apparently completely false) gem: KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.
5:25 PM Adam Colligan: Apparently the truth is that it's not in the manual because *it doesn't exist*
5:27 PM Justine: I apologize about that, Adam. But to explain this properly, yes the CMOS battery is not a replaceable part. We do not ship CMOS batteries. But if you want, you can consult your local tech about it.
5:28 PM Justine: May I ask why do you want the CMOS battery to be replaced, Adam?
5:28 PM Adam Colligan: Oh my god.
5:28 PM Adam Colligan: You're going to have to just give me a moment here.
5:29 PM Justine: Okay Adam. Please take your time.
5:31 PM Adam Colligan: Before I explain again, let me just ask a question or two. Let's say that, hypothetically, HP Support thought that I needed to replace my CMOS/RTC battery. So I ship it off. Imagine that it arrives at the service center and the techs there discover that there is nothing wrong with the CMOS battery. Instead, they find that the main battery has a short in it and needs to be replaced. Would I have to pay for the replacement of the main battery?
5:32 PM Justine: Alright, first the repair process is that whatever that is we need to replace, we will. also, fortunately, your warranty covers the repair for this computer. We could send it for repair for you.
5:33 PM Justine: Whether the CMOS battery or the main battery, we will fix this computer like brand new for you.
5:34 PM Adam Colligan: And you're saying there is no charge for this?
5:35 PM Justine: Yes Adam.
5:36 PM Justine: It will be for free.
5:36 PM Justine: May I ask for your shipping address?
5:37 PM Adam Colligan: Wait; see, I don't want to do that yet. How long would the whole shipping and repair process take?
5:37 PM Adam Colligan: I've already been told that I have to go through the whole shipping nightmare even though I live right near an authorized service center
5:38 PM Justine: Okay, we will ship you a box with a return label within 2-3 business days, then the repair process would be 7-9 business days maximum. This is for us to make sure that everything will be checked and diagnosed so that when it comes back to you, it would be like brand new.
5:39 PM Justine: We could still send you the box if you want, the box would be active within 30 days, so you could decide when you want it to be dispatched.
5:40 PM Adam Colligan: See, and that's the problem: I might rather just buy a new battery for $53 rather than be without my main work machine for 2 weeks+.
5:40 PM Adam Colligan: And so here's what happened:
5:41 PM Justine: Well, if we send it for repair we can determine if it is really a CMOS issue or the main battery.
5:41 PM Justine: But it would depend on your decision, Adam.
5:44 PM Justine: Are you still there? I want to get your issue taken cared of today. Please respond if you are available to chat.
5:44 PM Adam Colligan: In order to make that choice, I needed to know whether this could really be a CMOS battery issue. If it were, then I would have no choice but to send it in, because that would mean replacing the motherboard (or at a minimum re-soldering to it...so probably replacing it). I would probably also have to spend the time before and after the shipment taking the thing apart myself and putting it back together again because I have my own RAM and my own SSD in there. And so I discussed my symptoms (which included a CMOS checksum error) with two technical support representatives. The initial one was going to take me through a BIOS upgrade attempt and informed me that if it did not resolve, it would need to be sent in for a CMOS battery replacement. I think I had already let him know that I had looked for it just to check if there was anything obviously wrong and couldn't find it, and I had wondered if there really was one.
5:46 PM Justine: Actually if it already gave a CMOS error, it is already that.
5:46 PM Adam Colligan: In the end I did upgrade the BIOS, but when it appeared to work afterward, it was a coincidence. The ticket was closed but I discovered quickly that the problem was still there. It appeared that maybe I had partially charged the CMOS battery and so just needed to try running the machine for several hours to see if it would recharge. When that failed, I contacted HP again, which is where those snippets of transcript come from
5:47 PM Connecting...
5:47 PM Connected. A support representative will be with you shortly.
5:47 PM Support session established with Justine.
5:47 PM Adam Colligan: Once again, I was assured that this really was or could be a CMOS battery issue. I specifically raised my concern that there might not even be a CMOS battery, which is why I tried to focus the conversation on getting the rep to tell me where it is. She very directly and repeatedly told me that it was there -- which meant that I had no choice between a long service and replacing the battery myself.
5:49 PM Justine: The issue is that the CMOS could have already failed so technically, even though it is physically there, the computer is not detecting it anymore. For this, since there is already an error with the CMOS, it should be replaced.
5:50 PM Adam Colligan: But between the fact that the reps had not sounded competent and the possibility that it might be worth it to replace the CMOS battery myself and void the warranty, I was still suspicious. And that's why I found myself spending $54.13 for a third party service provider to tell me what HP should have known all along. This machine does not have a separate CMOS battery. When the main battery fails -- as mine has -- it will cause all the symptoms of a main battery failure *plus* the symptoms of a CMOS battery failure, since *the main battery* powers this board's real-time clock and RAM environment memory
5:51 PM Justine: I could wait for your decision if you want to send it in for repair, Adam. I will still send you a box for the repair, that would be available for use within a month. It is still up for you to decide, Adam.
5:51 PM Adam Colligan: And now you're saying the same thing: that my CMOS checksum error (and also my clock resetting) means there is a problem with the CMOS / RTC battery.
5:51 PM Adam Colligan: Am I correct that that is what you are saying?
5:52 PM Justine: I highly suggest sending it for repair, really. In this case we could provide a proper explanation in your issue.
5:52 PM Adam Colligan: Are you or are you not telling me that I have a CMOS / RTC battery and that it might need to be replaced?
5:53 PM Justine: Every motherboard has a CMOS battery, yours have already failed so it needs to be replaced.
5:54 PM Adam Colligan: See, I think -- and the service center that just looked at it thinks -- that that statement is flat-out untrue.
5:54 PM Justine: You could replace it by yourself like what you want, but first, we do not ship CMOS batteries, and replacing it by yourself will jsut tamper the warranty.
5:55 PM Adam Colligan: And so the important question is: will HP give me a free main battery, which I can install myself without needing to send the computer off, if it turns out that you just became rep #3 to give me false information?
5:56 PM Justine: Actually, we cannot determine that without really having it physically here for further details and with sufficient tests. Our technicians will be testing it not just inside, but physically.
5:57 PM Adam Colligan: You don't need my computer in front of you in order to know whether or not this model *has* a CMOS battery. You are essentially swearing up and down that it has one. If you're wrong, then you've not only cost me the $54 I already spent but will also unnecessarily cost me two weeks+ without my computer
5:57 PM Justine: I apologize but we can only replace the battery if we have the computer in question, and we cannot do that without the error in the main battery itself.
5:57 PM Justine: Every computer has a CMOS battery, what I mean is that we have to perform tests on your computer physically to determine the real issue.
5:57 PM Justine: I apologize about that.
5:57 PM Adam Colligan: So I want to know: if it turns out that this model has no CMOS battery, will HP comp me a main battery in return for the time and money that it has already made me waste?
5:59 PM Justine: Actually, we can send you a box with a return label, so that you can decide. At this point we will just wait for your decision.
5:59 PM Justine: We will only replace or provide on the part that neede to be replaced.
6:00 PM Justine: The CMOS and the main battery has different roles, so we couldn't send you a main battery when it is a CMOS issue.
6:00 PM Justine: Is that okay?
6:00 PM Justine: May I ask for your shipping address please?
6:01 PM Adam Colligan: That. That last thing you said. That is the heart of the whole problem! If the CMOS battery doesn't exist, then you would *know* you could just send me a main battery?
6:01 PM Adam Colligan: As long as it's not costing me anything, sure, send me a stupid box. My address is [redacted]
6:02 PM Justine: If the CMOS battery doesn't exist, the main battery doesn't have anything to do with it. If it does not exist, we can send it for repair, since we do not send CMOS batteries. That is the only thing that we can do.
6:02 PM Justine: Alright, is there anything else I could help you with?
6:03 PM Adam Colligan: Oh lord. If the CMOS battery doesn't exist, then the main battery is the whole point, because it's the main battery that's supplying the power to the components that normally draw from the CMOS battery on most other systems.
6:03 PM Adam Colligan: Nope, there's nothing else. You've provided another great transcript for the file.
5:10 PM Support session established with Justine.5:10 PM Adam Colligan: Hi Justine5:11 PM Justine: Thank you for contacting the HP Customer Support & Services. My name is Justine and I will be your chat support specialist today. Please give me a few minutes while I review your issue description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. Also, If you are using a mobile device (iPad, iPod, iPhone, etc....) and experience difficulties viewing the chat window, please initiate a new chat from a Windows or Mac computer or use a different browser for better compatibility.For DISCONNECTED or failed to reconnect, we keep records for all interactions feel free to initiate another chat.5:11 PM Justine: May I have the phone number and e-mail address associated with your HP product?5:11 PM Adam Colligan: [redacted]5:12 PM Justine: In order for me to assist you better, can you please provide the Product and Serial number of the system that is having an issue.5:13 PM Adam Colligan: Are the contents of the form I filled out not sent? The SN is [redacted] . This is a model G6T85UA5:15 PM Justine: Thank you for verifying me those information, Adam. I have read your issue description and it seems like you need help in processing a replacement for your computer's battery, is that correct?5:15 PM Adam Colligan: Yes.5:16 PM Justine: I apologize for the inconvenience. I will do my best to help you resolve this issue.5:19 PM Justine: Alright, regarding the incorrect information that our tech had provided you, what is that information again, Adam.5:20 PM Adam Colligan: My own hunch was confirmed by an independent service center that I had to pay to diagnose this problem: this machine has no dedicated RTC/CMOS battery. 5:20 PM Justine: -5:22 PM Justine: So the issue is that you went to a local tech and they are charging you for your battery replacement correct?5:22 PM Adam Colligan: So I wasted both a day of work and over $50 because two technical support representatives told me in no uncertain terms that I was looking at symptoms of a CMOS battery fault. And I *now* face also having to double that money on a new battery unless you guys can make it right.5:23 PM Adam Colligan: I paid for the diagnosis because they had to go in and determine that HP tech support was, for lack of a better phrase, full of it5:23 PM Adam Colligan: I even have a hilarious piece of transcript: 2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM Adam Colligan: ...before I go without my PC for days or weeks2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM KARISHMA BARPANDA: You cannot see it. 5:25 PM Adam Colligan: I had even checked the x360 service manuals and compared them to other Envy models, since the CMOS / RTC battery is specified for the other ones. Hence this (apparently completely false) gem: KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.5:25 PM Adam Colligan: Apparently the truth is that it's not in the manual because *it doesn't exist*5:27 PM Justine: I apologize about that, Adam. But to explain this properly, yes the CMOS battery is not a replaceable part. We do not ship CMOS batteries. But if you want, you can consult your local tech about it.5:28 PM Justine: May I ask why do you want the CMOS battery to be replaced, Adam?5:28 PM Adam Colligan: Oh my god.5:28 PM Adam Colligan: You're going to have to just give me a moment here.5:29 PM Justine: Okay Adam. Please take your time.5:31 PM Adam Colligan: Before I explain again, let me just ask a question or two. Let's say that, hypothetically, HP Support thought that I needed to replace my CMOS/RTC battery. So I ship it off. Imagine that it arrives at the service center and the techs there discover that there is nothing wrong with the CMOS battery. Instead, they find that the main battery has a short in it and needs to be replaced. Would I have to pay for the replacement of the main battery?5:32 PM Justine: Alright, first the repair process is that whatever that is we need to replace, we will. also, fortunately, your warranty covers the repair for this computer. We could send it for repair for you.5:33 PM Justine: Whether the CMOS battery or the main battery, we will fix this computer like brand new for you.5:34 PM Adam Colligan: And you're saying there is no charge for this?5:35 PM Justine: Yes Adam. 5:36 PM Justine: It will be for free.5:36 PM Justine: May I ask for your shipping address?5:37 PM Adam Colligan: Wait; see, I don't want to do that yet. How long would the whole shipping and repair process take?5:37 PM Adam Colligan: I've already been told that I have to go through the whole shipping nightmare even though I live right near an authorized service center5:38 PM Justine: Okay, we will ship you a box with a return label within 2-3 business days, then the repair process would be 7-9 business days maximum. This is for us to make sure that everything will be checked and diagnosed so that when it comes back to you, it would be like brand new.5:39 PM Justine: We could still send you the box if you want, the box would be active within 30 days, so you could decide when you want it to be dispatched.5:40 PM Adam Colligan: See, and that's the problem: I might rather just buy a new battery for $53 rather than be without my main work machine for 2 weeks+. 5:40 PM Adam Colligan: And so here's what happened:5:41 PM Justine: Well, if we send it for repair we can determine if it is really a CMOS issue or the main battery.5:41 PM Justine: But it would depend on your decision, Adam.5:44 PM Justine: Are you still there? I want to get your issue taken cared of today. Please respond if you are available to chat.5:44 PM Adam Colligan: In order to make that choice, I needed to know whether this could really be a CMOS battery issue. If it were, then I would have no choice but to send it in, because that would mean replacing the motherboard (or at a minimum re-soldering to it...so probably replacing it). I would probably also have to spend the time before and after the shipment taking the thing apart myself and putting it back together again because I have my own RAM and my own SSD in there. And so I discussed my symptoms (which included a CMOS checksum error) with two technical support representatives. The initial one was going to take me through a BIOS upgrade attempt and informed me that if it did not resolve, it would need to be sent in for a CMOS battery replacement. I think I had already let him know that I had looked for it just to check if there was anything obviously wrong and couldn't find it, and I had wondered if there really was one.5:46 PM Justine: Actually if it already gave a CMOS error, it is already that.5:46 PM Adam Colligan: In the end I did upgrade the BIOS, but when it appeared to work afterward, it was a coincidence. The ticket was closed but I discovered quickly that the problem was still there. It appeared that maybe I had partially charged the CMOS battery and so just needed to try running the machine for several hours to see if it would recharge. When that failed, I contacted HP again, which is where those snippets of transcript come from5:47 PM Connecting...5:47 PM Connected. A support representative will be with you shortly.5:47 PM Support session established with Justine.5:47 PM Adam Colligan: Once again, I was assured that this really was or could be a CMOS battery issue. I specifically raised my concern that there might not even be a CMOS battery, which is why I tried to focus the conversation on getting the rep to tell me where it is. She very directly and repeatedly told me that it was there -- which meant that I had no choice between a long service and replacing the battery myself.5:49 PM Justine: The issue is that the CMOS could have already failed so technically, even though it is physically there, the computer is not detecting it anymore. For this, since there is already an error with the CMOS, it should be replaced.5:50 PM Adam Colligan: But between the fact that the reps had not sounded competent and the possibility that it might be worth it to replace the CMOS battery myself and void the warranty, I was still suspicious. And that's why I found myself spending $54.13 for a third party service provider to tell me what HP should have known all along. This machine does not have a separate CMOS battery. When the main battery fails -- as mine has -- it will cause all the symptoms of a main battery failure *plus* the symptoms of a CMOS battery failure, since *the main battery* powers this board's real-time clock and RAM environment memory5:51 PM Justine: I could wait for your decision if you want to send it in for repair, Adam. I will still send you a box for the repair, that would be available for use within a month. It is still up for you to decide, Adam.5:51 PM Adam Colligan: And now you're saying the same thing: that my CMOS checksum error (and also my clock resetting) means there is a problem with the CMOS / RTC battery.5:51 PM Adam Colligan: Am I correct that that is what you are saying?5:52 PM Justine: I highly suggest sending it for repair, really. In this case we could provide a proper explanation in your issue.5:52 PM Adam Colligan: Are you or are you not telling me that I have a CMOS / RTC battery and that it might need to be replaced?5:53 PM Justine: Every motherboard has a CMOS battery, yours have already failed so it needs to be replaced.5:54 PM Adam Colligan: See, I think -- and the service center that just looked at it thinks -- that that statement is flat-out untrue. 5:54 PM Justine: You could replace it by yourself like what you want, but first, we do not ship CMOS batteries, and replacing it by yourself will jsut tamper the warranty.5:55 PM Adam Colligan: And so the important question is: will HP give me a free main battery, which I can install myself without needing to send the computer off, if it turns out that you just became rep #3 to give me false information?5:56 PM Justine: Actually, we cannot determine that without really having it physically here for further details and with sufficient tests. Our technicians will be testing it not just inside, but physically. 5:57 PM Adam Colligan: You don't need my computer in front of you in order to know whether or not this model *has* a CMOS battery. You are essentially swearing up and down that it has one. If you're wrong, then you've not only cost me the $54 I already spent but will also unnecessarily cost me two weeks+ without my computer5:57 PM Justine: I apologize but we can only replace the battery if we have the computer in question, and we cannot do that without the error in the main battery itself.5:57 PM Justine: Every computer has a CMOS battery, what I mean is that we have to perform tests on your computer physically to determine the real issue.5:57 PM Justine: I apologize about that.5:57 PM Adam Colligan: So I want to know: if it turns out that this model has no CMOS battery, will HP comp me a main battery in return for the time and money that it has already made me waste? 5:59 PM Justine: Actually, we can send you a box with a return label, so that you can decide. At this point we will just wait for your decision.5:59 PM Justine: We will only replace or provide on the part that neede to be replaced.6:00 PM Justine: The CMOS and the main battery has different roles, so we couldn't send you a main battery when it is a CMOS issue.6:00 PM Justine: Is that okay?6:00 PM Justine: May I ask for your shipping address please?6:01 PM Adam Colligan: That. That last thing you said. That is the heart of the whole problem! If the CMOS battery doesn't exist, then you would *know* you could just send me a main battery? 6:01 PM Adam Colligan: As long as it's not costing me anything, sure, send me a stupid box. My address is [redacted]6:02 PM Justine: If the CMOS battery doesn't exist, the main battery doesn't have anything to do with it. If it does not exist, we can send it for repair, since we do not send CMOS batteries. That is the only thing that we can do.6:02 PM Justine: Alright, is there anything else I could help you with?6:03 PM Adam Colligan: Oh lord. If the CMOS battery doesn't exist, then the main battery is the whole point, because it's the main battery that's supplying the power to the components that normally draw from the CMOS battery on most other systems.6:03 PM Adam Colligan: Nope, there's nothing else. You've provided another great transcript for the file.
7. In desperation, I try in vain to attract @HPSupport's attention on Twitter
Spoiler (Highlight to read)
@adamcolligan
6:20 PM - 13 Apr 2015
(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info
@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your twitter feed. If I'm wrong...
@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?
@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
@adamcolligan6:20 PM - 13 Apr 2015(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your twitter feed. If I'm wrong...@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
No response; not sure if I expected one or not.Update time! I know you've been dying to know how this has been turning out.
I provided all the requested information in response to the private message from HP staff. Nothing ever came of it; as far as I can tell, no real human being ever attempted to contact me after being "forwarded" the details of the case.
Three days after I tweeted at them, @HPSupport sent me a series of public replies. In essence, they told me to abandon useless post-sales technical support and get information from HP Sales.
Adam Colligan @AdamColligan · Apr 13
(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info
Adam Colligan @AdamColligan · Apr 13
@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your
Adam Colligan @AdamColligan · Apr 13
@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?
Adam Colligan @AdamColligan · Apr 13
@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
Adam Colligan @AdamColligan Apr 13
@HPSupport No but seriously. Does the HP Envy x360 have a dedicated RTC / CMOS battery or not?
HP Support @HPSupport Apr 16
@AdamColligan Hello Adam, Eddie here. Saw your tweet. Our Product Information team will be able to assist with your inquiry. Dial:.. ^HPCare
HP Support @HPSupport Apr 16
@AdamColligan 1800-752-0900. Follow prompts for “product information”. If you prefer email click this link http://ow.ly/HYnHT .. ^HPCare
HP Support @HPSupport Apr 16
@AdamColligan Once there be sure to choose "Contact an HP sales specialist" as your subject. Let me know if you require further... ^HPCare
HP Support @HPSupport Apr 16
@AdamColligan information and/or assistance. Have an awesome day! Thanks! ^HPCare
Now, being the exhaustive give-it-a-try kind of guy that I am, I tried *both* the phone and the email path to support. I may have been told once on the phone to try the email, but it's hard to even remember at the moment. I'll just paste the email outcome here.
Me (into the webform):
HP reps have directed me to contact sales support after others in the company were unable to help with a technical product question. I need to know whether the HP Envy x360 model G6T85UA (should be board 780958-501 and main battery 760944-421) has a dedicated CMOS/RTC battery. If it does, I need to know *where* it is connected to the board. This is a fairly urgent issue for me implicating a disconnect or swap-out of the main battery while AC power is not being supplied.
HP:
Dear Adam,
Thank you for contacting the hp.com Sales Center.
I understand the you are still seeking resolution for your technical concern and I’m sorry to hear that this remains unresolved.
I'm very sorry, but our email sales team does not handle technical or product support concerns. We can only handles sales inquiries pertaining to orders placed in our store.
HP Technical Support will be able to provide you with service and support for hardware, software, and parts replacement of HP products that are still covered under warranty.
I strongly suggest that you contact the HP Technical Support Team since your matter requires technical expertise. HP Technical Support can best assist you and can be reached 24 hours a day at: http://www.hp.com/contacthp
Below is step by step guide how to obtain the webform/online form:
1. Please copy and paste this link http://www.hp.com/contacthp into a new browser.
2. Please enter your model number in the "Enter my model number" search field provided then hit the "Find my product" button to generate the result.
3. Select the correct product from the search results.
4. On the next page wait for a few seconds to load the webform.
5. Scroll down to find the webform.
5. Complete the webform then hit the "Submit" button.
6. After you fill out the online form, you will receive a Technical Support case number. You will also be able to engage with a Tech Support product specialist either by chat or they will give you a call at your earliest convenience.
By the way, I have seen a link which might help you with this concern. Here's the link:
http://partsurfer.hp.com/Search.aspx?SearchText=G6T85UA
The link shows the the HP ENVY 15-U011DX X360 CONVERTIBLE PC (ENERGY STAR) has the 780958-501 motherboard but has a different battery. It doesn't show also the RTC Battery and where you can find it. Please contact our HP Technical Support for other information.
I hope this information has been of assistance to you, Adam. Please reply to this message if there is anything further we can do. For your convenience, you may also call the HP.com Sales Center directly at 1-888-222-0029 between 7:00 AM - 2:00 AM EST, seven days a week.
Customer Satisfaction is our store’s top priority. Please tell us about your email experience today. To participate, please click on our Customer Satisfaction Survey link below.
Thank you for choosing HP. We appreciate your business.
Regards,
Regine G.
Oh dear. So technical support doesn't have technical information about HP machines, and sales support doesn't answer technical questions about HP machines and refers you to technical support. Brilliant. But by this time, I of course knew better than to actually *believe* what someone was telling me, so I used the sales phone number instead.
The sales guy was super eager to help, especially since I framed this as a problem of future use. I work on disaster vulnerability issues. If I buy Envy x360 15ts and use them in a place where there isn't AC power for a while, can I swap spare batteries into them without screwing up the BIOS and real-time clock settings?
He put me on hold two or three times for what I was led to believe were very thorough attempts to get me a totally definitive answer. And this is what someone eventually told him to tell me. All HP machines ship with CMOS batteries.
So I must have been mistaken all along, right? The CMOS battery must have stopped working at the same time as the main battery. It must just be that neither I nor my local repair shop could find my CMOS battery because we all have the wrong prescriptions on our glasses and contact lenses. Well, there's just one small issue with getting to that conclusion: what HP told me about my machine was, once again, totally false.
How do I know? Because I still didn't believe HP, and rather than shipping my compter off for weeks in the big padded box, I ordered a new main battery for a total of just over $60. I swapped it. Guess what happened, HP? If you guessed, "every aspect of the problem instantly resolved, because there never was a CMOS/RTC battery in this machine in the first place", you would win a gold star. But I'm assuming you'd also lose your job, because this particular piece of information has somehow been banished and outlawed from the minds of HP employees and contractors.
I wonder: would anybody at HP be interested in apologizing to me, much less in finding a way to make up for the $115+ I've lost because nobody at any stage to this point has been willing to act like a human being?
BUT WAIT, THERE'S GREAT NEWS
I shouldn't make it seem through this thread that HP totally lacks competence and doesn't care about me at all. Because within two hours of receiving the email from HP Sales telling me that they weren't going to do anything about my problem, I started receiving advertising email blasts full of great offers and promotions about buying a new HP laptop and other great products! Yay! I guess I'm not invisible after all. And I'm sure if I bought *more* stuff from HP, they would take care of me then. Right? -
CMOS Errors/ battery failure in a Satellite L45
I have a Satellite L45-S7423 laptop that is approximately 1.5 yrs old. To give a bit of history on this baby..a week before the warranty ran out, the computer stopped working so we took it in to be repaired and it got a new motherboard and I believe power supply.
Fast forward 6 months to now, and as of last night I have started getting a black screen on boot up that goes to American Megatrends. There are a bunch of self checks (I assume thats what they are) check out as ok and then it beeps, and goes to a second page where at the bottom it says "CMOS battery low, and something about the date and time not being set. I have options for F1 to load defaults and F2 to enter set up. Pressing F1 loads Vista properly. The computer now thinks it is permanently March 4 2008...but the time runs as you would expect. It just is in accordance to either 11:00 or 12:00 when I reboot.
I have noticed today after the reboot, that my antivirus vault settings have now been lost and I also started having issues with opening websites (security certificates not valid so it says or it completely blocks a regularly used site from opening). Since the AV isnt working properly anymore I disconnected from the wireless network I use and turned off the wireless capability.
I run this computer almost non-stop, it has a chill pad after the October issue, and is updated regularly. I do run down the main battery at least once or twice a week and recharge it completely. Most of the time the laptop is on AC power though. This issue came up after it was unplugged during house chores and my husband and I both forgot to plug it back in. At most it was unplugged for a little over 2 hours. I plugged it back in for 24 hours, and the most recent reboot still brings up the CMOS message. There was an SD memory card in the card reader when I rebooted which I had forgotten about. The only other oddity is that these problems started after a windows update ran on 3/13.
What can I do for this? Is it something I can fix by replacing the CMOS battery? It is NOT under the main battery where it was suggested to me that it might be....does this mean its on the motherboard? If I press f2 for set up, what will happen? I also have a prompt to press f12 for BBS POPUP. Thanks for your help and time.
Solved!
Go to Solution.OK, I attempted to disassemble the laptop following the "destructions" that were provided in an earlier post. This portion of the project went extremely well...the directions were really easy to follow.
The bad news is as follows.... I found the CMOS battery. Either Toshiba, or the manufacturer of the mother board, american megatrends, soldered the stupid thing to the friggin motherboard. I realized that this is above and beyond my level of skill, so I ran down the street to a small computer repair shop nearby and swallowed what little pride I have left. I asked them if in fact my suspicions were correct in that the CMOS battery is soldered to the motherboard and they looked at it and went....EWWWW.
I truly appreciate their honesty b/c they wont even touch this because they do not want to fry the motherboard. They reccommend that I contact Toshiba at this point. I will keep these folks in mind if I need computer repair work done in the next few years...
The experience was not a total loss to me though, because I now have a very good working knowledge of what different things look like in the laptop. Even better, I put it back together and everything that did work, still works...haha. One thing I did notice is that the repair place failed to replace all the screws...
I appreciate all the advice. I did try taking the laptop battery out and running the computer for several days on just AC power...in 5 days it went from March 4, 2008 to March 6, 2008. I will post an update when I hear from Toshiba... -
Can bad PRAM (CMOS) battery be "guilty" for MBP not recovering from sleep?
I have MBP 4.1 (last with removable battery) and it wont recover from sleep... i tried reseting SMC but no effect (three months ago SMC reset worked well for me). I tried removing/inserting RAM, HDD, CMOS Battery but nothing can make my MBP recover from sleep . Does anyone have expirience similar to mine? Solutions? Suggestions?
I would not expect a dead PRAM battery to casue that. If it did, zapping the PRAM would restore function until the computer was again deprived of all power--wall and main battery.
Can the computer run at all? If you can get it to wake up, that is a different set of issues than one that will not wake up at all.
If it won't wake up at all: Remember that the MacBook Pro 4,1 had the dreaded "Nvidea curse." The Geforce 8600M GT video chipset was prone to failure due to improper manufacturing by Nvidea. Apple had a repair program to fix this at no cost to you but it expired in Dec 2012. Mine waited until June 2013 to die. It's still dead.
The only cure for the "Curse" is a new logic board. An Apple service provider may still have the hardware tester that positively identifies if the video chipset has failed.
If you can get the computer running: there was a sleep issue with mine (3,1 but same logic board architecture) but it went away when I upgraded from 10.5 to 10.6. Still, worth checking if you get the comptuer running. Open Network preferences and select Wi-Fi. When that screen comes up, click the Advanced button--it should come up with the WiFi tab active; if not, make is so.
Now delete any wireless networks you don't use on at least a weekly basis. My old MBP refused to wake from sleep and required a restart. A check of the system log showed the computer was trying to a connect to the wifi network at a lodge I'd stayed in a month before and 50 miles away. Deleting that "remembered network" cured the problem -
CMOS battery life expectancy on VXIpc-872B
Hello,
I work for Raytheon. We are supporting a subsystem that consists of a VXI chassis with a National Instruments VXIpc-872B as the controller. There are currently between 20 and 30 of these controllers that have been procured from National Instruments. Can you tell me what the battery life expectancy is for the Tadiran TL-5186 CMOS battery as used in the 872 VXIpc controller? We need to provide this information to our customer (and yours) for use in on-going maintenance support.
Thank You,
Dan Nichter
[email protected]Howdy dannic,
Short answer: The short answer is that the CMOS battery has a shelf life of 10 years.
Longer answer: Motherboards draw power from the CMOS battery to retain BIOS settings, DateTime clock, etc, while the system is turned off. Having said that, the battery life depends upon how you use the VXI controller. If
the VXI controller is turned on all the time, then the battery life will be
extremely long because the CMOS battery isn't being used. However, if the VXI controller is turned off all the time, then the
battery use will be much higher, and the battery life would be
shorter.
Overall, the mean time between failures on CMOS batteries is also about 10 years, and that includes battery life and any
other possible malfunctions. So the
batteries should last for a long time, but it is too hard to specify
further than that because of how dependent the battery life is on the
system configuration and usage. If you would like to implement a
battery replacement rotation program, you should be extremely safe
replacing them every 5 years or so.
Here's an additional reference you might find handy, if not for posterity's sake:
KnowledgeBase 2JIGCU00: Information about the Lithium Battery in the VXIpc-770/870B Controllers
I hope this helps!
Message Edited by pBerg on 05-02-2008 01:08 PM
Message Edited by pBerg on 05-02-2008 01:09 PM
Warm regards,
pBerg -
Good evening all,
I'm the proud owner of a Powerbook G3 "Wallstreet" computer, model no. M7109LL/A. I haven't used the laptop in some time and I noticed that now each time I power up the computer the date and time resets. I believe this may be a failure of the CMOS battery but when I removed the keyboard to get to the guts of the system I couldn't locate such a battery. I can confirm that the date and time will reset only when the unit is unplugged from the wall and the main battery has definately failed as it will not charge nor will the computer draw power from it.
Can anyone tell me what this root of the problem is and perhaps how I may go about resolving it? Thank you!Vivian,
The Wallstreet does have an internal, rechargeable backup battery for maintaining PRAM, time/date, etc; its main purpose is to allow a short period of sleep while swapping out main batteries. Here is an article describing it:
http://support.apple.com/kb/TA24801?viewlocale=en_US
If your main battery is dead and you unplug the power adapter, a new, fully charged internal battery will only last a few hours. Replacing this battery requires almost a complete teardown. Your only solution is to replace the main battery or always keep the powerbook connected to the adapter. A fully charged main battery will maintain the same settings as does the internal backup battery, and its capacity will do so for weeks with the powerbook turned off. -
My IPad 1 has lost complete power. I have attempted a restart and a reset without results. I have attempted to charge with the keyboard dock, the wall charger and connecting to my MacBook Pro. Again no results just a black screen. Is this a battery failure? I am in Mexico for another 6 weeks and hoping to find a solution.
Cathi-
How long did you have the iPad connected to the wall charger? A completely dead iPad battery may not work until it has been charged for some time - maybe a half hour or more. I suggest leaving it on charge overnight, and then trying the reset.
The MacBook may be able to charge the iPad if it doesn't go to sleep, but it will be extremely slow. the Wall charger is definitely the best way.
Fred -
Need to find the cmos battery on Satellite Pro 2100
I have a laptop that isn't keeping date/time settings and I need to identify the laptop to find the correct instructions for taking it apart.
The make is a Satellite Pro SP2100, model number PS210E006P9-EN however I'm unable to find this make/model on the Toshiba website. The nearest I can find is Satellite 2400-103, Part Number : PS240-014T1 which looks identical.
I've tried using the Toshiba identification tool to detect what the laptop is but that fails to provide any results.
I also need to find what the power supply is for this unit as the current one is faulty and has wires exposed.
The current adapter with it is PA3201U-1ACA, the problem is this adapter has got another adapter on the end to fit in the power socket in the back of the laptop. The connector at the end of PA3201U is too thin to fit.Hi
This notebook is very old and the name of this machine is: Satellite Pro 2100 PS210E
> I have a laptop that isn't keeping date/time settings and I need to identify the laptop to find the correct instructions for taking it apart.
Usually the CMOS battery can be charged. You have to connect the AC adaptor and the notebook should be powered up for about 12-14 hours. -
Which replacement CMOS battery do I buy for my HP G6 Series?
I need to replace my CMOS battery. My laptop is a HP G6. When I search the product number it comes up as a G6-1b60us. The only new CMOS replacement batteries I see listed on eBay are for HP G6-2000. Will that CMOS battery work for my HP? I see listed ones that are for HP G6-1000, but they are all used. Is that the one I have to buy? Thank you very much.
Hi, Part number is : 449137-001 as shown on page 49 of the second manual on the following link: http://support.hp.com/us-en/product/HP-Pavilion-g6-Notebook-PC-series/5082228/model/5128909/manuals/ You can buy from HP or: http://www.amazon.com/HP-449137-001-Battery-real-time-clock/product-reviews/B002GPKBRO (Actually it is a CR2032 battery). Regards.
-
I have a Satellite M35X-S349 laptop and it appears the CMOS battery is dead. When activating the power switch, the hard drive attempts to load but then stops. The BIOS will not load, which makes me think that the CMOS battery is dead. I need a service manual or someone to tell me how to get to the CMOS battery. Any info will be appreciated.
Thanks
RossHi,
Please use the following manual (page #2-63):
http://bizsupport2.austin.hp.com/bc/docs/support/SupportManual/c01122313/c01122313.pdf
Regards.
BH
**Click the KUDOS thumb up on the left to say 'Thanks'**
Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem. -
I Took apart a mac mini 2007 and i cant put it back together and a part holding the cmos battery broke offplease i need serius help
Yikes, see if anything here helps...
http://www.ifixit.com/Teardown/Mac-mini-Model-A1283-Teardown/659/1
And on yhe battery clip, do you suppose Super Glue would work? -
I need to replace the cmos battery for Compaq nc 6320
The computer I'm working on will not recognize the HD. I've pulled the drive and it works showing the entire drive.
I think that I think that the MBR is corrupted. I've tryed to us the XP professional CD but can't get past the need for a password. I thought I could remove the Cmos battery to bypass the lock that may be in the Cmos.
This question was solved.
View Solution.Danny.
The BIOS/RTC battery is located under the spacebar.
Remove AC, main battery then keyboard.
Disconnect battery cable.
Your manual here.
http://h20565.www2.hp.com/portal/site/hpsc/template.BINARYPORTLET/public/kb/docDisplay/resource.proc...
Just a note.
REO
HP Expert Tester "Now testing HP Pavilion 15t i3-4030U Win8.1, 6GB RAM and 750GB HDD"
Loaner Program”HP Split 13 x2 13r010dx i3-4012Y Win8.1, 4GB RAM and 500GB Hybrid HDD”
Microsoft Registered Refurbisher
Registered Microsoft Partner
Apple Certified Macintosh Technician Certification in progress. -
Lenovo G550 CMOS Battery replacement
Hi, I have a Lenovo G550 which sometimes fails to start. If left for a few days it eventually starts up. When it does finally start there is a "check date and time" error on the boot menu. When I go into the bios settings I find that the date and time has returned to default. So I set the correct date and time, reboot and all is well until the next time.
After reading this forum I believe it is a CMOS Battery error.
Is it possible for me to replace this battery? If so where is it located on the mother board?
Thanks in Advancecan you remove the bottom panel of the laptop?
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft
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