Erik We
1 Copper

XPS 15 9570 - cant wake up from sleep

This is my workstation so every evening I put it in sleep mode (and disconnect thunderbolt),..when I try to wake it up in the moring it doesn't react at all.. sometimes for 5-10 min.. doesn't matter if its connected via thunderbolt or not.. not a sign of reacting when I press the power button. And then for no reasons it starts.

Maybe a few clues:

  • When I first connect the thunderbold the led indicator doesn't light up.. I pull it out, and back in and now it lights up.
    - this isn't the case regarding this topic, in that case its always off and don't act on me pressing the power button
  • Sometime it says I got the wrong power adapter connected (less power then it wants, but this isn't the case)(thunderbolt from dock)
  • I tried to keep the power button pressed for 15-30 s .. nothing

 

UPDATE: Today its not starting at all.. tried for 50 mins. I guess its hardware failure  

 UPDATE #2: A Dell service technician will look at it in a few days, maybe replace motherboard

 

Dock - Dell TB16 Thunderbold Dock 180W

SMBIOS Version 3.1

BIOS Version/Date Dell Inc. 1.5.0, 2018-09-03

System Model XPS 15 9570

Processor Intel(R) Core(TM) i9-8950HK CPU @ 2.90GHz, 2904 Mhz, 6 Core(s), 12 Logical Processor(s)

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8 Replies
Moderator
Moderator

Re: XPS 15 9570 - cant wake up from sleep

Thank you for your message. I will be glad to assist you with this.

 

Does the power button light turn on when you press the power button now?

 

Does the light on the AC adapter stay on when connected to the computer?

 

If the system is still not powering on, this could be an issue with the hardware.

 

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.

 

Click here to find the service tag -  https://dell.to/2xXUCUW

 

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
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Erik We
1 Copper

Re: XPS 15 9570 - cant wake up from sleep

Hi and thanks for the answer I got in touch with your support center and a service technician is going to have a look at it and replace broken parts (maybe motherboard ?) but to answer your questions: Does the power button light turn on when you press the power button now? - No Does the light on the AC adapter stay on when connected to the computer? - Yes
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Moderator
Moderator

Re: XPS 15 9570 - cant wake up from sleep

Glad to know that you are getting assistance with this. This could lead to a motherboard replacement.

 

Feel free to reach out to me if you need any further assistance, I will be glad to assist you.

 

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Would you like to be a Dell Community Rockstar?

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Wrenchghost
1 Copper

Re: XPS 15 9570 - cant wake up from sleep

I'm having the same issue. XPS 15 won't wake up from sleep.

Purchased in November 2018.  I've updated the BiOs, Chipset, Video driver.  Quicktest shows no hardware errors. 

I've lost a bunch of work from the computer falling asleep before saving and needing to be hard reset when it won't wake up.  I need the machine for work and it has never woken up properly as long as I've owned it.  It's a brand new machine and I can't afford to lose time this job right now to take it in.

I've also closed the laptop and put it in it's case and come back a few hours later and the machine is burning hot and the fans running like crazy because it hasn't gone to sleep or woke itself up?  Why is this happening??

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Moderator
Moderator

Re: XPS 15 9570 -

Thank you for your message. Does the power button light pulse when the system goes to sleep mode?

 

Does the computer not respond when in sleep mode irrespective of the AC adapter being connected or not? Does it happen only when the AC adapter is disconnected?

 

Restart the computer & tap F2 to get into BIOS, click power management – USB wake support – Check the box Wake on USB

 

Click sleep mode & check what option is enabled IS OS automatic selection or force S3.

 

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Sreejith R) & send a private message with the service tag, registered name & email address.

 

How to locate the service tag

 

 

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Would you like to be a Dell Community Rockstar?

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little squirt
1 Copper

Re: XPS 15 9570 -

I have been having the exact same issues.............won't respond to Power button after putting to sleep overnight.  The only way that I can wake it up is a hard reboot. Doesn't matter wether or not it is in the docking station or plugged in.  When I do a reboot, the battery is fully charged.  

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Highlighted
Fishergreen
1 Copper

Re: XPS 15 9570 - cant wake up from sleep

I'm also having the same issue on my personal 9570, as well as my work precision 5530. Is there any fix for this problem or any kind of solution to get off a machine that is 2 months old and is malfunctioning like this? Thank you.

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Moderator
Moderator

Re: XPS 15 9570 - cant wake up from sleep

Fishergreen,

Click the link below to update the bios.

Dell xps 9570 Drivers

 

Steps for Fixing Computers that Do Not Wake Up or Resume from Suspend / Hibernate Mode but Power On

 

Click my name and private message me the service tag number as well as your registered name, email address, and phone number.

 

 

Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Where do I find my Dell PC Service Tag or Express service code?
Where do I post SA (SupportAssist) issue/questions?
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