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G751JY DH72X - Battery doesn't charge at all. Turns off when unplugging from adapter.

Naughtyhands
Level 7

‎04-13-2016 11:18 AM - last edited on ‎03-06-2024 01:38 AM by Community Admin

I called customer server, went through tons of steps (including remove the battery driver multiple times.), nothing worked.
Another option was to reset Windows 10. This is a dev laptop, it's got loads of Adobe and Autodesk products on it. Visual Studio, Unreal Engine, as well as the Unity Engine. The amount of content that needs to be re-downloaded will take days.

When booting onto the desktop, the battery indicator is animated, showing that it is charging, then stops. I first noticed it when the battery said 22% remaining, charging. It is not charging. It is now at 2% and the laptop will start going to Sleep at random times.
I left it off and plugged in for over six hours, still at 2%.
I am running it off of the adapter and as soon as I remove the plug or turn off the surge protector, the laptop turns off as well.

I can't update the BIOS because the battery level is too low.

Laptop isn't even two years old yet and the battery is failing.

What do I do?
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3 REPLIES 3

Naughtyhands
Level 7

‎04-13-2016 06:43 PM

Support told me to reset my Windows 10, it was going to remove everything so I just did a complete format. Not sure what that would do considering that it won't even charge when the computer is turned off. Told me that when I hang up the phone, a miracle might happen and it'll start charging. Seriously.

Still not working.
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Naughtyhands
Level 7
In response to Naughtyhands

‎04-13-2016 07:36 PM

Was told they do not sell the batteries separately and to send it in for $870 to tell me what is wrong with it. I know what's wrong with it, the battery is dying. I read somewhere that someone sent theirs in for them to charge him/her the $800+ to tell him/her what was wrong with it and that if they wanted it fixed, to send it back.

It's at 0% available (plugged in, charging).

I at least got the battery part number for it.
(0B110-00290000)

Was told to also open command prompt and type in: powercfg /batteryreport
It saved an HTML file which shows information regarding the battery.


COMPUTER NAME	DESKTOP-INDL4H8
SYSTEM PRODUCT NAME	ASUSTeK COMPUTER INC. G751JY
BIOS	G751JY.202 09/10/2014
OS BUILD	10586.212.amd64fre.th2_release_sec.160328-1908
PLATFORM ROLE	Mobile
CONNECTED STANDBY	Not supported
REPORT TIME	2016-04-13 19:24:29
Installed batteries
Information about each currently installed battery
BATTERY 1
NAME	G751-60
MANUFACTURER	ASUSTeK
SERIAL NUMBER	-
CHEMISTRY	LIon
DESIGN CAPACITY	90,000 mWh
FULL CHARGE CAPACITY	13,530 mWh
CYCLE COUNT	-
Recent usage
Power states over the last 3 days
START TIME	STATE	SOURCE	CAPACITY REMAINING
2016-04-13 14:56:26	Active	AC	2 %	240 mWh
15:02:00	Suspended		2 %	240 mWh
15:03:55	Active	AC	2 %	240 mWh
15:06:53	Suspended		2 %	240 mWh
16:59:54	Active	AC	2 %	240 mWh
16:59:54	Suspended		2 %	240 mWh
17:03:33	Active	AC	2 %	240 mWh
17:03:33	Suspended		2 %	240 mWh
17:04:57	Active	AC	2 %	240 mWh
17:10:00	Suspended		2 %	240 mWh
17:12:16	Active	AC	2 %	240 mWh
17:43:53	Suspended		2 %	240 mWh
18:22:19	Active	AC	-	-
18:28:00	Report generated	AC	-	-


Was told the battery is dying.
At least this guy on the phone told me to do this now, instead of the last guy telling me to do it and confirming that the battery is dying.

Hope this helps whoever.

And seriously, I bought this in October of 2014, battery failed in April of 2016. It hasn't even been two full years. I spent, pretty much, $3,000. The least ASUS can do is offer replacement parts.

Any insight or feedback is greatly appreciated, thanks.
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KenGeo
Level 7
In response to Naughtyhands

‎10-12-2016 12:17 PM

Naughtyhands wrote:
Was told they do not sell the batteries separately and to send it in for $870 to tell me what is wrong with it. I know what's wrong with it, the battery is dying. I read somewhere that someone sent theirs in for them to charge him/her the $800+ to tell him/her what was wrong with it and that if they wanted it fixed, to send it back.

It's at 0% available (plugged in, charging).

I at least got the battery part number for it.
(0B110-00290000)

Was told to also open command prompt and type in: powercfg /batteryreport
It saved an HTML file which shows information regarding the battery.

Was told the battery is dying.
At least this guy on the phone told me to do this now, instead of the last guy telling me to do it and confirming that the battery is dying.

Hope this helps whoever.

And seriously, I bought this in October of 2014, battery failed in April of 2016. It hasn't even been two full years. I spent, pretty much, $3,000. The least ASUS can do is offer replacement parts.

Any insight or feedback is greatly appreciated, thanks.


Just wanted to come back and say thanks for this post. Wasn't aware of this command. Was able to figure out the status of our battery as well, it lasts about 15 minutes and dies. Gonna buy a new one on Amazon.
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