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Started By
Message
Issues with Dell XPS 15 9500 laptop not charging, randomly restarting
Posted on 9/3/24 at 4:33 pm
Posted on 9/3/24 at 4:33 pm
History:
We had this issue pop up and we took it to a local repair shop, had been happy with them up until this point with little things like screen replacements on our devices. First they said the battery connection had come loose, but then "discovered" that the battery was bad so we had that replaced.
Got it home, worked fine for a while, then it started happening again. Brought it back to the same place, they tested it for a while and determined it was a bad motherboard. We get a replacement board put in, plus some other parts replaced for free because they were apologetic that it was taking so long, we get it home and it seems to have fixed it........until a few weeks ago. Randomly stops charging and will reboot at will, sometimes 3 times in 15 minutes.
I did some research and found other people with the same problem, and a lot of them said updating the BIOS would usually do the trick. I ran a Dell diagnostic tool and found the BIOS had not been updated since March of '23 (i also read this isn't a big deal if things are running fine, no need to update until you do have problems). Diagnostic tool found 2 other critical updates that I installed. Everything seemed to work fine for a few days until it started doing it again.
We're at the point where we are going to give up on this and purchase a new laptop, but I wanted to exhaust every option I could until we do and was hoping this board might have ideas.
To recap everything that was replaced:
- motherboard
- screen
- keyboard
- SSD hard drive
Also, running Windows 11
The guy at this shop was just spitballing at the end and was doing everything he could to keep me happy, get the laptop out of his shop, and avoid getting a bad review.
Any ideas are welcomed.
TIA
We had this issue pop up and we took it to a local repair shop, had been happy with them up until this point with little things like screen replacements on our devices. First they said the battery connection had come loose, but then "discovered" that the battery was bad so we had that replaced.
Got it home, worked fine for a while, then it started happening again. Brought it back to the same place, they tested it for a while and determined it was a bad motherboard. We get a replacement board put in, plus some other parts replaced for free because they were apologetic that it was taking so long, we get it home and it seems to have fixed it........until a few weeks ago. Randomly stops charging and will reboot at will, sometimes 3 times in 15 minutes.
I did some research and found other people with the same problem, and a lot of them said updating the BIOS would usually do the trick. I ran a Dell diagnostic tool and found the BIOS had not been updated since March of '23 (i also read this isn't a big deal if things are running fine, no need to update until you do have problems). Diagnostic tool found 2 other critical updates that I installed. Everything seemed to work fine for a few days until it started doing it again.
We're at the point where we are going to give up on this and purchase a new laptop, but I wanted to exhaust every option I could until we do and was hoping this board might have ideas.
To recap everything that was replaced:
- motherboard
- screen
- keyboard
- SSD hard drive
Also, running Windows 11
The guy at this shop was just spitballing at the end and was doing everything he could to keep me happy, get the laptop out of his shop, and avoid getting a bad review.
Any ideas are welcomed.
TIA
This post was edited on 9/3/24 at 5:22 pm
2
Posted on 9/3/24 at 4:59 pm to sicboy
It's charging now, I'm in the BIOS Setup screen and it recognizes the adapter as 130W, Battery State is "Charging", and Health is "Excellent".
Posted on 9/3/24 at 7:00 pm to sicboy
Did the repair shop either reinstall windows, or check if there were any event viewer logs that might have something interesting that could pinpoint the problem? You will have it log “unexpected shutdown” after the reboot, but it’s the events directly preceding it that could be useful.
Posted on 9/3/24 at 7:31 pm to LemmyLives
They reinstalled windows 10, I did the free update to 11. The shutting down thing has always been more of side issue, it seemed, to the fact that the battery would all of the sudden stop charging, like the shutdowns were a result of the battery not charging? No clue.
ETA All that to say that I'm certain they didn't view event logs, but I'll definitely do that if and when it happens again.
ETA All that to say that I'm certain they didn't view event logs, but I'll definitely do that if and when it happens again.
This post was edited on 9/3/24 at 7:32 pm
Posted on 9/3/24 at 9:15 pm to sicboy
It sounds like it may be something mechanical/electrical in the chassis, since the mobo has already been replaced. I assume that you charge over USB-C and have swapped cables (if it's an old barrel connector it could be shorting that way.)
Does the laptop seem unnecessarily hot to you? There is a thermal limit that will cause at least desktop processors to shut down, and at least iPhones and stuff won't charge if they're too hot.
BTW, if you want to poke around in Event Viewer, you want "Windows Logs," and "System." Look for red and yellow icons, ignore anything marked as "Information."
I'd make it an emergency computer, and just get a new $600-800 laptop.
Does the laptop seem unnecessarily hot to you? There is a thermal limit that will cause at least desktop processors to shut down, and at least iPhones and stuff won't charge if they're too hot.
BTW, if you want to poke around in Event Viewer, you want "Windows Logs," and "System." Look for red and yellow icons, ignore anything marked as "Information."
I'd make it an emergency computer, and just get a new $600-800 laptop.
Posted on 9/4/24 at 5:41 pm to LemmyLives
So what it typically does is stop charging, may or may not have random restarts, the battery will completely drain, and then it will start working again. Will be good for a few days or maybe a week and it will start over again.
I read something else and uninstalled the Microsoft ACPI-Compliant Control Method Battery driver, restarted to have it reinstalled again. Will see if that does anything.
One is already on the way
I read something else and uninstalled the Microsoft ACPI-Compliant Control Method Battery driver, restarted to have it reinstalled again. Will see if that does anything.
quote:
I'd make it an emergency computer, and just get a new $600-800 laptop.
One is already on the way
Posted on 9/4/24 at 9:00 pm to sicboy
quote:
uninstalled the Microsoft ACPI-Compliant Control Method Battery drive
I've engaged in f&ckery like this, particularly with sleep permissions on USB/Network hubs, but that should not be expected of genpop. Glad you "solved" your problem, it can be an instruction tool to tell your kids to save, save, save! People forget how expensive computers, especially laptops used to be, when we had to go to lengths like that because stuff was so expensive. 3 weeks until the hard drive from HardDriveHaus (I don't think they had a website at the time) in Computer Shopper was the norm.
An amazing moment in life: 70ish year old mom's printer kept disappearing. I sent her instructions on how to set her wifi network from "public" to "private," and she followed the instructions, and fixed the problem. Rando updates back to Win8 seem to do this at least once a year. Bug or feature? I argue with myself once a month over that.
Posted on 9/7/24 at 4:27 am to sicboy
Have you checked the voltage on the cmos battery by chance?
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