Transcript
Troubleshooting AC adapters
Worldwide, a large percentage of AC adapters returned to HP for new replacements are found to have no fault. You can save HP money and customers some time and inconvenience by troubleshooting the adapter rather than replacing it.
Pre-troubleshooting Before swapping out an adapter, check for any HP Service Advisories on that model and confirm that the adapter is actually defective. First of all, make sure the customer is using the correct adapter. For example, any notebook that supports a Smart AC Adapter can use an adapter of any output level. However, if the customer is using an adapter with a lower output, a notebook that optimally requires more power might not run at full functionality, and the notebook battery might not charge. This is not due to the adapter being faulty. It’s due to using the wrong adapter.
Troubleshooting To troubleshoot an adapter try each of these steps successively: 1. Check the AC adapter and power cords for physical damage or signs of overheating. If there is physical damage the adapter should be replaced. 2. Confirm that the AC power source the adapter is plugged into is working. 3. Make sure there are no obstructions or foreign materials inside the DC connectors on the adapter and the computer, and make sure that the center ID pin in the adapter DC connector is straight and not bent. 4. If the customer is using the adapter in a room or area (such as near exhaust fans or heaters) where the ambient temperature exceeds 35° C (95° F), the adapter could overheat and go into thermal protection mode. To test it, move the adapter away from the heat and allow it to cool for about five (5) minutes, and then try it again to see if it works. 5. If the AC adapter is equipped with an LED, make sure it is lit. If the LED is off, the adapter may be purposely shut down due to a thermal protection conditon. 6. To confirm that the adapter is not purposely shut down, unplug the adapter from the AC power source for approximately five (5) seconds, and then reconnect it. Make sure the adapter is not obstructed or covered by other objects. 7. Fully charge the battery and try running the device on just battery power to make sure the problem is not with the device as opposed to the adapter. 8. Ask the customer to connect another compatible AC adapter that they know is working to the customer's notebook. If the second adapter works, the original adapter may be faulty. 9. To confirm whether the original adapter is faulty, connect it to another HP notebook that you know is working. If the second notebook works normally, the AC adapter is not faulty. Proceed with other troubleshooting steps for the original notebook. 10. If neither the first or second notebook works with the AC adapter, swap out the AC adapter. For an online troubleshooting procedure, see http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&dlc=en&docname=c00363266&lc=en
