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rborgmaster
1 Nickel

XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

Hi,

I have a brand new XPS 15 (9550) machine which I suppose may have a factory defect, but I'd like to try asking here and see if others have similar experiences before sending it to repair.

TL;DR; Issuing a shut down, hibernate or start command makes the laptop go down. Light from the power button goes away. 2 seconds later, the power comes back on and the system starts up.

On delivery, the laptop had Win 10 Pro on it. I want to have a clean install without the bloatware which is often shipped with new computers, so I reinstalled it on the very first day with a USB stick prepared with Windows 10 Pro install media on it. Once installed, I added the WLAN driver and let the machine get all other drivers via Windows update. Once done, I shut down the machine and put it in my bag. So far so good, I thought. 

When i took it of of my bag I instantly noticed that it was hot and that the screen was already at the Windows logon as soon as I flipped up the screen. Logged on and tried to shut it down just to realize that the machine comes back on 2 seconds after completed shut down. I tried this several times to see if it was repeatable, and yes it is. Behavior is same every time. It's the same regardless of choosing shut down, hibernate or sleep. Always 2 seconds after the light on power button goes out, power comes back on.

BIOS wise, 1.2.10 or 1.2.14 release behaves equal. I have tried resetting the BIOS to factory defaults and BIOS defaults as well.

Operating system wise, I've tried reinstalling the machine with both the Microsoft install image (The Microsoft tool that prepares a USB drive as Win 10 installation media) and the image supplied by Dell via the support pages. No difference. I've tried to stay on drivers supplied by Windows update, as well as manually installing everything from Dell support site. No difference. Findings from google refer to "Fast boot" setting in windows but I did not get any improvement from either settings of this.

I even went as far as tried to run Ubuntu on the laptop to see if the behavior is OS agnostic, and yes it seems. Shut down from the menu of the Ubuntu desktop gives the same result. 2 seconds after power led goes out, the power returns.

Even when in the BIOS settings menu, I can do a short press of the power button to request a shut down and reach the same result. 2 seconds after power led coming off, system is by itself restarting.

The only way to shut down this computer is to do a long press on the power button. If I do that, the machine shuts down and stays off.

Last thing to share here is that inside the BIOS interface, there is a power state log. In there I can see that the system has powered off at a certain timestamp and that the associated reason is something like "ACPI Power off" or similar (don't have the machine here at hand right now". Immediately after that, there is a power on event but the reason is listed as "Not applicable". I interpret this that there is something actually making a signal to the system to start up, rather than a hardware fault. Possibly a BIOS bug.

My patience is rather much consumed with this as I do not see any more things to try. I think next stop is the workshop for this machine but I cannot be without it for the next week so I'll need to keep it with me some time still.

39 Replies
Whathecode
2 Iron

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

What worked consistently for me when in the 'won't power down-auto reboot' situation was to unplug the AC adaptor and only then power down.

No idea why. I'm awaiting a full replacement, this is but one of the issues I keep encountering.

That said, the BIOS for this laptop is extremely buggy and they have done a couple of very messy releases so far. I am still running A06 as this does not have brightness flickering for me. The one introduced after this seems to cause or exacerbate this. A later BIOS update made the laptop not charge > 60%, fixed in yet another release. So yeah, might very well be a BIOS issue.

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rborgmaster
1 Nickel

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

Thank you for that. I've tried BIOS A10 (1.2.10) and A13 (1.2.14) so far. I've found that older BIOS versions can be found from downloads.dell.com/.../xps-15-9550-laptop.html and will try to install A06 (1.2.0) later this week.

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rborgmaster
1 Nickel

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

Yesterday I tried all older BIOS versions back to  01.00.00 without improvement.

I'll try to stay patient and wait for an update beyond 1.2.14 to see if anything changes. If not, or if I lose my patience, I'll send the machine in.

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tmawson
1 Nickel

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

rborgmaster, I have the same issue as you on my refurbished XPS 15 9550 from Dell Outlet.  I have BIOS A13 (2.1.14) and I too have some flickering of the backlight, and the laptop keeps being on (warm) when I open it after sleeping by closing the lid. I have the 4k display.  I've had one time that I shut the lid with no power connected and the battery was at 10%, the other times were with power connected. I've only had it a week.

I found an old thread that talked about issuing commands like "powercfg -lastwake" at a command prompt and I get zero indicators that any specific thing has woken the laptop.

I can switch it off from the Start>On/Off>Shutdown command which, so far, it doesn't seem to wake from.

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samos1111
3 Argentium

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

en.community.dell.com/.../19997963

I've had similar problems recently. Powercfg debugging didn't show any cause for the wake. The problem seemed to go away after turning off fast startup. But I'm not sure because this problem wasn't showing up all the time, so it might have disappeared due to sth else which I wasn't aware of.

Check if Fast startup is disabled by typing "powercfg -availablesleepstates" in elevated cmd prompt.

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tmawson
1 Nickel

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

Hmmm, I thought I'd already turned off fast startup, in Windows 10 control panel the box for what the power buttons or closing the lid do shows an empty check box against Fast Startup.  However, when I typed "powercfg -availablesleepstates" in an elevated command prompt, I got this...

C:\windows\system32>powercfg -availablesleepstates

The following sleep states are available on this system:

   Standby (S3)

   Hibernate

   Hybrid Sleep

   Fast Startup

The following sleep states are not available on this system:

   Standby (S1)

       The system firmware does not support this standby state.

   Standby (S2)

       The system firmware does not support this standby state.

   Standby (S0 Low Power Idle)

       The system firmware does not support this standby state.

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sparksdls
2 Bronze

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

On my 9350,  I show the same available but I have disabled hibernate and turned off Fast Startup - so it may indicate just that the system supports these states, not what is enabled.

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tmawson
1 Nickel

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

sparksdls, thanks that makes sense and, on my system, hibernate is on so maybe it's hibernate that is causing the issue.

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samos1111
3 Argentium

RE: XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?

Yes powercfg -availablesleepstates still shows Fast startup available, my bad.

www.tenforums.com/.../4189-fast-startup-turn-off-windows-10-a.html

I understand Fast startup requires Hibernate.

I've disabled Fast startup but have Hibernate enabled.

In the past I've experienced wakes most commonly from Sleep, sometimes from Hibernation, and on a few occasions also after Shutdown.

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