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wheatmap
1 Copper

XPS 13 - Not working unless power cable is plugged in and not charging. Please Help!

While using my laptop today the power indicator (usually white, under the trackpad) started flashing orange. The battery indicator in the system tray of windows says that the laptop is plugged in but not charging, (it has been stuck on 86% and hasn't moved).

When the light started flashing orange I took the cable out and the laptop immediately went off. After that I couldn't turn it back on unless the power cable was plugged in. 

As I am writing this the light is still flashing and I cannot take the power cable out or the laptop will go off immediately, I've had no problems with the battery up until this point. 

I couldn't find any other way to contact technical support other than this forum.

Prompt help would be appreciated as I use this laptop every day and often aren't able to access wall power.

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3 Replies
connorpiper
1 Copper

RE: XPS 13 - Not working unless power cable is plugged in and not charging. Please Help!

I don't know your exact problem but I would suggest going into the BIOS and checking the battery settings. My XPS 15 had the setting where it was set for "AC power use" and it would only charge to 30% when plugged in. You can also check the battery status in the BIOS. It should say "Battery is preforming normally" if your battery is fine.

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Community Manager
Community Manager

RE: XPS 13 - Not working unless power cable is plugged in and not charging. Please Help!

Hi wheatmap,

Thanks for posting.

Batteries generally last only about a year or a year and a half.  So, not knowing the age of yours, it would be difficult to diagnose what's going on.  If you are still under warranty, you should call Tech Support and troubleshoot with them, as it could be something wrong with the charging circuit.  If you are out of warranty, you can contact our out of warranty department and pay the depot to diagnose and repair you system. 

Or you can take your computer to your local repair shop.

If you require further assistance, please contact me privately.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
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wheatmap
1 Copper

RE: XPS 13 - Not working unless power cable is plugged in and not charging. Please Help!

Thanks for the reply, and sorry for the delayed response.

The laptop is only about 4 months old and is still in warranty. However I can't find any way to contact technical support. I've been trying to register my Dell account to the Dell Support Assist app on my laptop however every time I try to register it says "An error has occurred". It means that I can't get to my warranty information on the website and when I try to contact technical support it says I need to register my laptop to the account, which I can't do because SupportAssist doesn't work, I've tried reinstalling the application.

I've been trying my best to contact them for days but can't find any email address or online form!

Is there an email address where I can speak to someone? So far I have failed to contact anyone outside of this forum!

Thank you.

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