XPS 15 9500, no charge unless shut down, endless boot loop

Question

My 10 month old XPS15 9500 started acting really strange at the beginning of January, so I did a reset thinking it would fix it. NOPE!

When I unplug it from my WD19TB and plug in the charger that came with it, it suddenly no longer recognizes that a charger is connected, regardless of what port it's plugged into, or if I flip it over. If I do a full shutdown, unplug the adapter, plug it back in and wait for the light on the front to come on and stay on, then start it, it will recognize it after the computer boots, IF it boots. About half the time it either stops in an endless boot loop at the Dell screen, until I hold the power button, or it finishes loading and lets me log in, then immediately reboots again, and when it comes back up it no longer recognizes that a charger is attached.

I tried chatting with Dell, it says not available. I tried calling, and got hung up on/disconnected during the middle of explaining my problem. It seems like it started acting weird after a batch of windows and/or driver updates, but I don't remember which ones. Anyone found a solution? I'm beyond frustrated at this point!

someguy66 · Answer

I am also having the same issue also.

Tech Handicap · Answer

I had similar issues -- and they continued fix after fix. The end result -- due to the fact that I had 3 year/on-site/next day repairs, parts and labor, along with Pro Support Plus (or whatever it's called -- is that Dell replaced the battery (it was swollen), the mother board, the daughter board, and the keyboard (unrelated problem). Finally, the charging, holding a charge, etc. -- is finally working. It was a long, bumpy road. Overall, while my XPS 15 is finally functioning properly -- I am not happy with this machine. I am not an expert or a tech guru, but I feel it is poorly designed, not durable, and is prone to problems (ports, battery/charging, heat/fan issues, keyboard problems, and more).

I've had Dell laptops going back to the mid-90's. I always buy the top of the line and best warranty program and tech support. Yes, I've used it on occasion, and I am grateful I had it and paid for it -- and yes, it is expensive. But it's a type of insurance, especially for a $2000 to $3000 laptop. However, this is the first laptop that I have had constant, non-stop, and repeated problems with. Unless they come out with a better quality, more durable laptop -- and I hate to say it -- but I'll be looking elsewhere.

devtage · Answer

Interestingly I am having the same issue and came on here to see if there is any solution.

bruisehilda · Answer

They replaced the motherboard and it seemed much better for awhile, though it still occasionally happened. Now it's happening again.

bruisehilda · Answer

I had about 10 months of textbook usage with my XPS and then it started doing this, too. I first reset Windows and made sure everything was updated, but in the end Dell replaced the motherboard. It would happen very occasionally, but now it's happening multiple times a day again. I've already reached out and am really irritated that this isn't solved, and more and more people seem to be having this problem.

bruisehilda · Answer

I had 8 months of perfect use, then the same reboot/power issue. They replaced the motherboard, it was less frequent, then it was fine, then it wasn't, so I contacted Dell. Then it was fine, and now it's not again. Started after installing some drivers yesterday. Imagine that.

EranB · Answer

Same issue. Incredibly annoying. Once shut down, I can finally charge it. After enough of a wait, it would successfully boot again. It sometimes stops charging at night, so by morning it's dead.

ihorR · Answer

I have the same problem. It has started this month. Windows 11. What is worse, I have a lagging touchpad problem as well...

itskater · Answer

Okay, after weeks of trial and error I have found a solution to the problem (a day before a new battery is being delivered). My computer was at the point of trashing. If lucky after loading the dell logo over and over for 2-3 hours I would get into the OS and it would randomly shut off or the battery would drain, I could use it while charging up to 100% then it shut off and repeat. I had reset the OS, Bios, battery reset, etc. I don't know why the Bios wouldn't fix this, thought bad motherboard at one point ($1100 Motherboard for a $2500 14 month old laptop 2 months out of warranty) but it did not start to work until I did all of these.

1. Drain the motherboard battery.
Unplug the battery from the motherboard hold down the power button for 20 seconds. I clicked a few more times and let it sit for an hour. Reattach then set the clock.

2. Reset the whole OS to Windows 11.

3. Install the new Bios 12.

4. Install Dell Power Management set the max battery to 95% & charge under 85%.

Finally do another Bios reset by draining the battery again.

Done. Don't go back and set the Bios to factory or anything. I don't think step 1 is necessary but this fixed my laptop and now its back to better than new with Windows 11.

The solution may have been the fresh Windows 11. Windows 10 never worked with all those steps. Good luck!

P.S Sorry for the bad grammar.

itskater · Answer

Okay, so its not 100%. Last night as I was about to shut the lid it shut off and powered back on but drained the battery to 0% by 8am with the lid closed. Only repeated the Dell screen once and fired up and charged to 95% and hasn't drained (with testing plugged in and not).

Has anyone gotten and errors while running dell diagnostics? Mine shows everything is perfect and has since day 1.

Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.

XPS

XPS 15 9500, no charge unless shut down, endless boot loop

Was this post helpful?