Rebooting itself at Windows login screen, then not recognising the power cable is charging

Looks like other people are having similar issues with the power adapter not charging & having to completely power off my laptop then plug in the charger: https://www.dell.com/community/XPS/XPS-15-9500-plugged-in-but-will-not-recognize-it-is-charging/m-p/7934938#M86226

But they're not having my other issue of their laptop rebooting itself at the Windows login screen or when waking up from Hibernating or Lock Screen.

As soon as I turn on my precision 5510 it passes POST, goes to windows login, sometimes I can login and sometimes I can’t, then the computer just shuts down. Did static reset, reseated ram, ssd, wifi card, battery and power cord.  Also ran f12 diagnostics and everything had green check marks. I literally just got this back from a dell pro service, because the screen had bad pixels on it.

You're not the only one. It goes something like this: works fine in general, crashes on login screen, sometimes (but not always) boots into windows repair (which doesn't find any issues), then boots up but doesn't charge. Becomes more and more frequent as time passes.

There's a pretty long thread on this topic, but for some reason it was marked as being solved, and you can't reply to it anymore.

Try this, after it crashes, and boots back up into Windows:

1.) shut it down via "windows > shutdown"

2.) then unplug it for 10 seconds.

3.) Plug it back in, and power it up.

In my case it will boot up, and it will show as charging. 

Unfortunately, I have (had) to do this after every shutdown. I've tried a bazillion different things to try an isolate the issue.

My current solution, which has been working for several weeks now, is to turn off WiFi and Bluetooth before I shutdown Windows. It doesn't crash at the login screen, and it doesn't crash when I re-enable WiFi/Bluetooth after logging in. I've been trying different scenarios, and I'm not so sure turning off the Bluetooth radio before shutdown is important, but definitely the WiFi radio is. 

My version of the 9500 has the Killer 500 radio. Another scenario I've tried, is removing ALL drivers, and then re-installing them in the exact order that Dell says to:

Killer 500 drivers must be installed in the following sequence:
1. Install Killer 500 Wi-Fi and Bluetooth driver.
2. Install Killer Extension and Component driver.
3. Install Killer Control Center application. 

This too has worked, but it's only been a few days. So, I'm not ready to call it a solution yet. But the fact is, it's booted fine at least a dozen times without that maddening scenario I described in the opening. So clearly, for me anyway, this is related to the Killer 500 radio, and is most likely driver related. Dell PLEASE FIX this!

Hi,

I also have Dell XPS 9500 laptop.

I have the same problem. It first occurred a couple weeks ago, a few days later after having installed Windows 11. First I thought it was the new OS problem but I reverted back to W10 and the problem persisted.

I get to the lock screen and then the computer restarts itself 1–2 times, gets back to the lock screen and then the battery is not charging. It does not matter if I have plugged in the charging cable or not, it still happens.

What has temporarily helped me: when I turn on the computer and the battery is not charging again, I uninstall the battery drivers from Device Manager, shut down the computer, remove the charging cable and wait 5–10 seconds. Then plug back the cable, turn on the computer, the computer automatically reinstalls the battery drivers and it boots perfectly and also charges the computer.

Another odd thing I have found: after the computer is running perfectly and I then shut it down but only for like 5 minutes, it boots back perfectly without restarting and the battery is also charging.

But after the computer has been completely turned off for at least 30 minutes, then the computer starts doing restarts and the battery won't charge again.

Has anyone found a permanent solution to this problem?

Thank you!

@cstreater did this solution work?

Hello @Dell: Has anyone found a solution to this? This is still occurring on the regular. The internet is absolutely filled with this complaint. This is a high quality Dell product but is severely malfunctioning. 

Did the Killer driver reinstall work long term?

(I am also having the exact same issue described by bbi1)

Here is a list of threads I have found on this issue so far:

30/6/2021 https://www.dell.com/community/XPS/XPS-15-9500-plugged-in-but-will-not-recognize-it-is-charging/td-p/7934938

6/8/2021 https://www.dell.com/community/XPS/Rebooting-itself-at-Windows-login-screen-then-not-recognising/m-p/8007778#M87838

27/9/2021 https://www.dell.com/community/XPS/XPS-15-9500-not-charging-and-constant-reboot/m-p/8043469#M90331

28/9/2021 (this one) https://www.dell.com/community/XPS/Dell-XPS-15-randomly-restarts-and-does-not-recognize-charger/td-p/8044319

EDIT: see below for updates for new solutions, I did not work for me at the end this solution of the wifi drivers

@cstreater​ I got again this problem during these days after an upgrade from Windows 10 to Windows 11. I fixed it 4 years ago when it occoured to me the first time, but I couldn't remember how I did it, so thanks for your solution because it worked for me this time: after some days that I've been going crazy with my XPS9500 I just reinstalled the couple of drivers of the killer wifi from the DELL website (I did it manually, not with SupportAssistant) and ta-da, the bug is gone! Thank you so much, I was thinking about some problems with the BIOS, but instead seems everything was related with the wifi drivers!

I've been using my xps as main workstation for about 4 years now without any problem.. I started to have this issue and I though it was the charger, because it's always connected to the power, so I did buy a new one. Then I found out on a reboot that my original charger works! now I have 2 chargers and the same issue 🤦‍♂️ thank you dell!

Finally I found a solution that works for me and I think it could work out for most of others with the same bug which emerged in the last few months (after February)! Checkout this thread https://www.dell.com/community/en/conversations/xps/xps-15-9500-random-shutdowns-and-not-recognizing-it-is-plugged-in-not-charging/65fb80696f77eb5fca247538 I downgraded the BIOS to the 1.26 version (be aware that if you have installed a version that it's higher than the 1.27 you have to downgrade step by step and not directly to the 1.26) and now I don't have random shutdowns, problems with the unrecognized charger and with wifi.

Two notes:
1) I still think that the problem could be wifi related, because if I turned off wifi and use cabled networking I didn't get the random shutdowns problem but the unrecognized charger remained. And because when I uninstalled and reinstalled all the wifi drivers all worked fine for some hours, but I really don't know how to fix everything in this way, so I will stick to the bios solution;
2) Of course it's not a thing that I will suggest to anyone to downgrade the BIOS two versions old, but it seems DELL it's not doing anything about it (at the moment) and my XPS it's completely unusable with that bug, so I think I will stick to the 1.26 version for a bit, will update this thread in the next few months

@labsforge​ try this and let us know

Update: no, unfortunately downgrading the BIOS to older versions only worked for a couple of days (I didn't use the laptop a lot during that, so maybe it could be that it worked only for some Windows sessions), so I'm still in searching for a solid solution, this is driving me crazy...

IMPORTANT UPDATE: I did it finally! (and hoping this time truly finally...) The problem is related to the fast startup Windows introduced with Windows 10 and 11, that's why in my previous attempts I had some solutions but didn't last long: because each time I turned the pc off or hibernate it the problem returned, and it's correlated with energy saving and quickier startup or restart.
So if you disable fast startup everything should start working again correctly (in my case no random and sudden shutdowns, no unrecognized charger, no shutdown when turning the pc on). To do it there are different possibilities, but the quicker for me is to open the Terminal (important in admin mode, so right click of mouse on the windows menu logo and click on Terminal (admin)) and then digit:

powercfg /h off

and click ENTER, this will disable fast startup and maybe this will be a fix for most of the people affected by this kind of problems. Let me know!

@melchio​ No, did not work. I have been struggling for 4 years now. It's still so frustrating!

I am having the same problem and am at my wits end.  Occasionally, my computer will allow the charger to work.  There is no rhyme or reason.  I have upgraded the BIOS, have tested the battery, have changed the power cable.  Still no solution.

I love my Dell XPS 15 9500 and want to see a solution from Dell as it looks like many of their customers are having the same issue.

@MagnoliaMattSeattle​ look at this other thread and the last comment I posted last week, right now everything works fine on my end after those updates https://www.dell.com/community/en/conversations/xps/xps-15-9500-random-shutdowns-and-not-recognizing-it-is-plugged-in-not-charging/65fb80696f77eb5fca247538

Is there anyone who has found a solution for this so far? I am really in trouble.