GL502VS Discharging while Plugged-in

[ido505]

Hi,

I have got the new GL502VS with the 1070 gtx in it.
After reading a few topics in other forums I saw that some people complains about the battery - saying that it keeps discharging while connected to the charger.
Then, I noticed that it happens for me too.
It's not a big deal, but around 8% in an hour of playing Mafia 3.

Do you guys aware to this problem?
Is there anyway to fix it?

Thanks.

MODERATOR NOTE. Please see this post from June:
https://rog.asus.com/forum/showthread.php?88742-GL502VS-Discharging-while-Plugged-in&p=658857&viewfu...

[drakioned]

Ghost_Depla wrote:

I email to the support. They say i should send my laptop for repair. But reading this thread I don't think thats going to resolve the probleem. Should I take the risk and send it?

This is what I'm being asked as well, I am not keen on doing without my laptop unless there's some indication that there's something they're going to do with it. Given the responses above, all they do is send it back to you.

[fvztdk]

drakioned wrote:
This is what I'm being asked as well, I am not keen on doing without my laptop unless there's some indication that there's something they're going to do with it. Given the responses above, all they do is send it back to you.

Just put mine on mail friday (Spain). I spoke with Bahz a couple times before sending it and I spect that they just don't send me it back without doing nothing. As there is no other Asus laptop with the same specs without the discharging problem, I really want a refund, because I already bought a new laptop to work (as I could not wait while my laptop is at Asus).

Let's see what happens ...

[Bahz]

fvztdk wrote:
Just put mine on mail friday (Spain). I spoke with Bahz a couple times before sending it and I spect that they just don't send me it back without doing nothing. As there is no other Asus laptop with the same specs without the discharging problem, I really want a refund, because I already bought a new laptop to work (as I could not wait while my laptop is at Asus).

Let's see what happens ...

Our service team will confirm first if the notebook is using the latest BIOS then they'll attempt to recreate the issue by using CPU and GPU stress tests to see if the unit discharges past 90%. If it discharges but never discharges past 90% then they'll assume there is no issue and send it back as no defect found. It won't be possible to use game testing to test the notebook as you can imagine service centers don't have games to use to test so they use professional benchmark tools and stress tests which doesn't seem to be always able to replicate this issue. I recommend everyone to spend that extra bit of time to record an uncut video to show the discharging issue where the laptop does in fact discharge past 90% while plugged in. Those who haven't updated to the latest BIOS, that's the first thing you need to do and then test again and record the issue if it's still discharging past 90%. I think my recommendation is the best way get to the resolution that everyone is looking for and to prevent the need to send back the unit multiple times.

[scarp]

Bahz wrote:
Our service team will confirm first if the notebook is using the latest BIOS then they'll attempt to recreate the issue by using CPU and GPU stress tests to see if the unit discharges past 90%. If it discharges but never discharges past 90% then they'll assume there is no issue and send it back as no defect found. It won't be possible to use game testing to test the notebook as you can imagine service centers don't have games to use to test so they use professional benchmark tools and stress tests which doesn't seem to be always able to replicate this issue. I recommend everyone to spend that extra bit of time to record an uncut video to show the discharging issue where the laptop does in fact discharge past 90% while plugged in. Those who haven't updated to the latest BIOS, that's the first thing you need to do and then test again and record the issue if it's still discharging past 90%. I think my recommendation is the best way get to the resolution that everyone is looking for and to prevent the need to send back the unit multiple times.

How do you propose we capture these videos and send it to the service team? The discharge occurs over several hours so it will be a really long video.
Should we just send back our laptops with the video on it and indicate where the file is located on the hdd?

[Bahz]

scarp wrote:
How do you propose we capture these videos and send it to the service team? The discharge occurs over several hours so it will be a really long video.
Should we just send back our laptops with the video on it and indicate where the file is located on the hdd?

Yes, this is the easiest way.

[fvztdk]

Bahz wrote:
Our service team will confirm first if the notebook is using the latest BIOS then they'll attempt to recreate the issue by using CPU and GPU stress tests to see if the unit discharges past 90%. If it discharges but never discharges past 90% then they'll assume there is no issue and send it back as no defect found. It won't be possible to use game testing to test the notebook as you can imagine service centers don't have games to use to test so they use professional benchmark tools and stress tests which doesn't seem to be always able to replicate this issue. I recommend everyone to spend that extra bit of time to record an uncut video to show the discharging issue where the laptop does in fact discharge past 90% while plugged in. Those who haven't updated to the latest BIOS, that's the first thing you need to do and then test again and record the issue if it's still discharging past 90%. I think my recommendation is the best way get to the resolution that everyone is looking for and to prevent the need to send back the unit multiple times.

That's new 😞
Also I don't see the point of us consumers needing to prove that a problem assumed by Asus is occurring. I see even more problematic that if it don't discharge below 90% you assume that there's no problem.
We are all suffering from a design fault that you should be more than capable of identifying and getting to the production batchs with the problem, not asking consumers of complicated proof that the problems occours.

[Bahz]

fvztdk wrote:
That's new 😞
Also I don't see the point of us consumers needing to prove that a problem assumed by Asus is occurring. I see even more problematic that if it don't discharge below 90% you assume that there's no problem.
We are all suffering from a design fault that you should be more than capable of identifying and getting to the production batchs with the problem, not asking consumers of complicated proof that the problems occours.

It's not a design flaw, the discharging within controlled range design, helps extend battery life. In this case 10% at max, however due to some circumstances while gaming, it appears that it causes the notebook to discharge past 90%. The discharging past 90% is not normal and is a defect that would affect the battery lifespan in the long run so that's why we are offering refunds to those who are experiencing this issue. As I mentioned before they need to confirm each case to be having this issue before they can issue a refund. It's an internal process the service team has to follow in order to process the refund and please note that the point of sale is not with ASUS but with retailers so this process itself is a difficult to process when this isn't a normal procedure, but we're working around to make this possible. If you're having issues with the refund process, please provide me with the information I listed earlier in the thread so I can assist you in getting this resolved as soon as possible.

[rsunahar]

SeaSpray wrote:
Yes, when I did my test the battery dropped to 83% (and kept dropping).

I reported this on post #534 on 06-25-2017 02:35 AM. That was two months ago.

https://rog.asus.com/forum/showthread.php?88742-GL502VS-Discharging-while-Plugged-in&p=657816&viewfu...

I have installed and used every version of the GL502VS BIOS since October 2016 - and kept reporting it on this forum.*

After trying a 300W power supply (same specs as the 230w), I'm wondering if it's either the barrel connector itself OR the internal regulators in the laptop.
I combed through digikey and while there are higher amperage rated connectors male and female most of them list a 9amp limitation.
https://www.digikey.com/product-detail/en/mpd-memory-protection-devices/EP501B/EP501B-ND/2439552

[rsunahar]

Bahz wrote:
Does it ever go below 90%? If it doesn't then that is normal. The discharging within 10% is the normal design and of this notebook and this current version of the BIOS which overall helps extend the battery lifespan. If it drops below 90% while plugged in then that's not normal and what we're trying to target. If you have any occurrences where it drops below 90% while plugged in then please provide that.

I'm on 302. I have a 230watt power supply with a 5.5mm adapter. It still discharges. It doesn't if I undervolt (reduced power limit actually) via afterburner with custom curve ala seaspray.

[Bahz]

rsunahar wrote:
I'm on 302. I have a 230watt power supply with a 5.5mm adapter. It still discharges. It doesn't if I undervolt (reduced power limit actually) via afterburner with custom curve ala seaspray.

Can you share info based on what I asked earlier in the same format that I provided earlier in the thread?
1) BIOS version and OS version
2) Adapter (180W or 230W)
3) Which game or application were you running and how long were you running that game/application before the battery was discharged past 90% while plugged in?
4) Provide extra details on other applications that were running in the background, including the versions of those applications.