HP Notebook Computer and Mobile Workstation Battery Safety Recall and Replacement Program

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Is HP announcing a new Battery Recall Program? Is HP announcing a new Battery Recall Program?: No, HP is not announcing a new Recall Program. However, HP is expanding the worldwide voluntary safety recall and replacement program for batteries in specific notebook computer and mobile workstations that was announced in January 2018 and expanded in January 2019. This is only a battery recall. Neither HP computer notebook nor mobile workstations are being recalled.

Why is HP expanding the recall program for notebook and mobile workstation batteries? Why is HP expanding the recall program for notebook and mobile workstation batteries?: HP’s primary concern is for the safety of our customers. Following the completion of a thorough review of all records, our battery supplier recently informed us of additional batteries not identified in the program expansion announced in January 2019. HP is expanding the program to include these additional batteries that may have been shipped with some of the same notebooks and workstations affected by the recall program.

Batteries affected by this recall have the potential to overheat, posing a fire and burn hazard to customers. HP strongly encourages customers to cease use of affected batteries immediately. Many of these batteries are internal to the system, which means they are not customer replaceable. You should not remove them on your own. HP released a BIOS update in August 2019 to include batteries added by the program expansion for customers whose batteries are affected by this recall program that will put the battery into “Battery Safety Mode”. By enabling Battery Safety Mode, the computer notebook can continue to be safely used by connecting to an HP power adaptor. HP will provide replacement battery services for each verified, affected battery, at no cost to you.

In line with supplier guidance, we do not anticipate any further expansion of the program.

Which notebooks are affected by this battery replacement program? Which notebooks are affected by this battery replacement program?: Batteries affected by this recall may have been shipped with specific HP ProBooks (64x G2 and G3, 65x G2 and G3, HP 4xx G4 (430, 440, 450, 455, and 470) ), HP x360 310 G2, HP ENVY m6, HP Pavilion x360 15 inch, HP 11 notebooks and HP ZBook (17 G3, 17 G4, Studio G3 and G4) moblile workstations sold worldwide from December 2015 through October 2018.

The following products are compatible with, but were not shipped with, affected batteries: HP ProBook 4xx G5 (430, 440, 450, 455 and 470), HP ENVY 15, and HP Mobile Thin Clients (mt21, mt22, and mt31).

These batteries may have been sold as accessories or provided as replacements from December 2015 through December 2018 through HP or an authorized Service Provider for any of the products shown above.

If my battery is affected by this recall progam, should I remove it from my system? If my battery is affected by this recall progam, should I remove it from my system?: Many of these batteries are internal to the system, which means they are not customer replaceable. You should not remove them on your own. HP has developed a BIOS update for customers whose battery is affected by this recall program that will put the battery into “Battery Safety Mode”. Battery Safety Mode will discharge the battery and disable future charging until the battery is replaced. HP will provide battery replacement services for each verified, affected battery at no cost.

Is it safe to use my notebook with a battery that has been identified as eligible for replacement? Is it safe to use my notebook with a battery that has been identified as eligible for replacement?: You must take specific steps to continue to use the notebook safely. If the validation indicates your battery is affected, discontinue use of the battery immediately by placing it in Battery Safety Mode. Battery Safety Mode / Bios Update Information.

How will updating the BIOS for the Battery Safety Mode feature affect my system? How will updating the BIOS for the Battery Safety Mode feature affect my system?: Battery Safety Mode is specific to notebooks and mobile workstations with batteries identified by the validation process as being affected by this recall. When enabled, the Battery Safety Mode will discharge the battery and disable future charging until the battery is replaced. The HP power adaptor will be needed to power the system to avoid loss of data. Even if the system is put in either SLEEP or HIBERNATION mode, it will need to be connected to the HP power adaptor to avoid loss of data.

The battery indicator shows my battery is still available although I've enabled Battery Safety Mode. Can I still use the battery to power my notebook computer or mobile workstation? The battery indicator shows my battery is still available although I've enabled Battery Safety Mode. Can I still use the battery to power my notebook computer or mobile workstation?: Do not rely on the battery once Battery Safety Mode is enabled. The indicator may show the battery as partially charged. However, after Battery Safety Mode is enabled, the battery will continue to discharge until the battery is drained. Future charging will be disabled until the battery is replaced. For continued use of your computer, until the battery is replaced, the HP power adaptor will be required.

Does enabling Battery Safety Mode affect my system beyond discharging and disabling future charging of the affected battery? Does enabling Battery Safety Mode affect my system beyond discharging and disabling future charging of the affected battery?: Certain HP Battery Diagnostic tools may not be able to access the battery after Battery Safety Mode is enabled. This is expected behavior.

How can I learn more about the BIOS update? How can I learn more about the BIOS update?: Battery Safety Mode / Bios Update Information

How do I find out whether my notebook computer battery is affected? How do I find out whether my notebook computer battery is affected?: Individual customers should go to the HP Battery Recall website at: HP.com/go/batteryprogram2018 to check if their battery is affected, and to order a free replacement battery services, if eligible. HP has put in place a Bulk Validation and Replacement Order process to assist our customers who have 5 or more potentially affected batteries to validate.

Is there any way to determine if a battery is affected without going through the validation process on this website? Is there any way to determine if a battery is affected without going through the validation process on this website?: Individual customers should go to the HP Battery Recall website at: HP.com/go/batteryprogram2018 to check if their battery is affected, and to order a free replacement battery services, if eligible.

For customers with 5 or more potentially affected batteries, HP has put in place a process to assist with the validation and ordering process. For details please refer to the bulk process outlined in the FAQs on the HP Battery Recall website.

Can I use my HP Notebook without the battery? Can I use my HP Notebook without the battery?: Yes. You may continue to use your notebook after enabling Battery Safety Mode by connecting the notebook to an HP power adaptor. HP strongly encourages customers to go to the HP Battery Recall website at: HP.com/go/batteryprogram2018 to
•check if their battery is affected
•learn about the BIOS update that contains the Battery Safety Mode feature
•order a free battery and battery replacement services, if eligible

How do I order my battery and replacement services offered by HP at no cost? How do I order my battery and replacement services offered by HP at no cost?: Individual customers who are eligible for a free battery and battery replacement services should
• Place an order for a free replacement battery at:
HP.com/go/batteryprogram2018
• View Replacement Option Information for services offered

HP has put in place a Bulk Validation and Replacement Order process to assist our customers who have 5 or more potentially affected batteries to validate. Refer to the bulk process outlined in the FAQs on the HP Battery Recall website.

Do I need to return my recalled battery before I can receive a replacement battery? Do I need to return my recalled battery before I can receive a replacement battery?: No. HP will send you a free replacement battery for each verified, affected battery validated on the HP Battery Recall website. Refer to the instructions included with the new battery for information on what to do with the recalled battery.
NOTE: Many of these batteries are internal to the system, which means they are not customer replaceable. You should not remove them on your own. HP will provide free battery replacement services for each verified, affected battery validated on the HP Battery Recall website.

I am responsible for numerous potentially affected products, do I have to validate each one individually? I am responsible for numerous potentially affected products, do I have to validate each one individually?: HP has put in place a Bulk Validation and Replacement Order process to assist our customers who have 5 or more potentially affected batteries to validate.
For information please contact the relevant regional Bulk Process team at one of the following email addresses:

I. For North America: [email protected]
II. For Latin America: [email protected]
III. For Europe, Middle East, and Africa: [email protected]
IV. For Asia Pacific: [email protected]

If my battery has been identified as eligible for replacement, and I have had no issues with it, could the battery have caused any damage to my notebook? If my battery has been identified as eligible for replacement, and I have had no issues with it, could the battery have caused any damage to my notebook?: No. The issue identified is with the battery only and would not cause damage to the notebook. You may continue to use your notebook after placing the battery in Battery Safety Mode. HP will provide battery replacement services for each verified, affected battery, at no cost to you.

Is it safe to buy HP Notebook PCs, Mobile Workstations, and notebook batteries? Is it safe to buy HP Notebook PCs, Mobile Workstations, and notebook batteries?: Absolutely. HP fully stands behind its products. HP has taken a proactive approach to this situation to ensure the safety of our customers and the integrity and quality of our products.

I bought a replacement battery for one of the HP Notebooks that is affected by the replacement program. Could the replacement battery also be affected? I bought a replacement battery for one of the HP Notebooks that is affected by the replacement program. Could the replacement battery also be affected?: Yes. HP recommends that you go to the HP Battery Recall website at: HP.com/go/batteryprogram2018 to check if the battery you purchased is affected.

I used the utility to check my battery before, can I use it again to recheck my battery? I used the utility to check my battery before, can I use it again to recheck my battery?: Yes. You can use the existing download or download the utility again from the website.

Is it safe to handle an affected battery outside of the notebook? Is it safe to handle an affected battery outside of the notebook?: Yes. HP's primary concern is the safety of our customers. To minimize risk of the battery overheating, HP advises customers to cease using the battery immediately by placing the battery in Battery Safety Mode. Many of these batteries are internal to the system, which means they are not customer replaceable. You should not remove them on your own. HP will provide free battery replacement services for each verified, affected battery validated on the HP Battery Recall website. After the battery is replaced, refer to the instructions included with the new battery for information on what to do with the recalled battery.

Can I take my recalled battery to an HP service partner and exchange it for a new battery? Can I take my recalled battery to an HP service partner and exchange it for a new battery?: No. Many of these batteries are internal to the system, which means they are not customer replaceable. You should not remove them on your own. The HP Notebook Battery Safety Recall and Replacement Program is being conducted through the HP Battery Recall website at: HP.com/go/batteryprogram2018. HP will provide free battery replacement services for each verified, affected battery validated on the HP Battery Recall website.

I’ve never had any problems with my battery. Should I have it replaced? I’ve never had any problems with my battery. Should I have it replaced?: HP strongly encourages all customers to cease use of affected batteries immediately by enabling Battery Safety Mode, because these batteries pose a fire and burn hazard. In the interest of safety please go to the HP Battery Recall website at: HP.com/go/batteryprogram2018 to
• Check if your battery is affected
• Learn about the BIOS update that contains the Battery Safety Mode feature
• Order a battery and battery replacement services at no cost, if eligible

How long will it be before I receive my free replacement battery? How long will it be before I receive my free replacement battery?: On placing your order you will receive an Order Confirmation email. Once your battery has been shipped, you will receive a Shipment Confirmation email. Please refer to your Shipment Confirmation email with tracking number to track the progress of your shipment. You may also check the status of your order on the Check Order Status tab on this web page. Shortly after receiving your replacement battery, you will be contacted by an HP advisor to set up an appointment time to have your battery replaced.

Will HP provide a container to send back the recalled battery? Will HP provide a container to send back the recalled battery?: Please refer to the instructions included with the new battery for information on what to do with the recalled battery.

Will I need to replace my notebook computer? Will I need to replace my notebook computer?: No. The issue identified is with certain batteries for specific HP Notebook Computer and Mobile Workstation models only.

When I try to run the utility to validate my battery I get the error message “Your system does not meet minimum system requirements” When I try to run the utility to validate my battery I get the error message “Your system does not meet minimum system requirements”: Minimum system requirements for the utility are:
·        Windows Operating System
·        Microsoft .Net Framework 4.5.2
·        HP Software Framework
Please validate the battery manually on the HP Battery Recall website at: HP.com/go/batteryprogram2018.
If you continue to experience problems with the utility, please contact HP via the Contact Us - Email Web Assistance Form

When requesting a replacement battery I received a message that this battery number has already been replaced. When requesting a replacement battery I received a message that this battery number has already been replaced.: Please use the Contact Us email link on the HP Battery Recall website at: HP.com/go/batteryprogram2018 and complete the form to request assistance.

I clicked on “Download HP Battery Validation Utility” and nothing happened. I clicked on “Download HP Battery Validation Utility” and nothing happened.: The utility is a small download. You will need to open and run the downloaded utility by clicking on the *.exe file. The validation results show in a window. If you continue to experience problems with the utility, please contact HP via the Contact Us - Email Web Assistance Form.

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Battery Safety Mode / Bios Update Information

Replacement Option Information

Swollen Battery Information