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Hi there and welcome
It can be in conditioning mode, meaning once a month it runs itself down to 5% to condition the battery and then it will charge up. This is something most laptops do to preserve the condition of the battery.
Can you let it run to 5% and then tell me if it then starts charging please.
ok, play a video on it whilst its on the battery as that will drain the power more quickly (eg: Youtube)
Let me known how it goes please.