220-802 · Question #972
A remote user reports that their laptop will not power up. The technician has the user reseat the power connections to the wall, the power supply, and the laptop. If it still does not power up…
The correct answer is C. Remove the battery and power up. After confirming all power connections are secure, removing the battery and powering from AC alone isolates whether the battery is preventing the laptop from starting.
Question
A remote user reports that their laptop will not power up. The technician has the user reseat the power connections to the wall, the power supply, and the laptop. If it still does not power up, which of the following actions should be performed NEXT?
Options
- ACompletely discharge the battery to recondition it.
- BCheck for a green light on the power supply and then reboot.
- CRemove the battery and power up.
- DEnsure the power adapter is the correct wattage.
How the community answered
(36 responses)- A8% (3)
- B3% (1)
- C83% (30)
- D6% (2)
Why each option
After confirming all power connections are secure, removing the battery and powering from AC alone isolates whether the battery is preventing the laptop from starting.
Completely discharging a battery is a calibration technique for battery meter accuracy, not a valid troubleshooting step for a laptop that fails to power on at all.
Laptops use DC power adapters, not ATX-style power supplies with green indicator lights; checking for a green power supply light is not applicable to laptop troubleshooting.
Removing the battery and attempting to power on using only the AC adapter isolates the battery as a variable - if the laptop powers on successfully without the battery, the battery is faulty or has failed; if it still does not power on, the fault lies elsewhere such as in the AC adapter or the motherboard.
Verifying the AC adapter wattage is a valid diagnostic step but is less immediately actionable than physically removing the battery to isolate it as the cause.
Concept tested: Isolating laptop battery failure as cause of no-power condition
Source: https://learn.microsoft.com/en-us/surface/battery-limit
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