XPS 15 9570, setting Service Tag, crash while operating off AC adapter

Question

(This story begins here but once I tracked down what exactly causes this issue, I decided it's easier to write a new post than rewriting the original one) In short, my XPS operates properly only if the Service Tag is NOT SET. If I set it, it starts to crash when and only when running off an AC adapter. Out of warranty September 2019. A week ago, I got the following warning on boot: 'The Service Tag has not been programmed. This system will not function properly without a Service Tag'. I don't remember installing any updates, and no new hardware or BIOS updates or configuration changes. I ignored this warning for a few days. Its important to state the system operated normally during this period. Once I finally went into BIOS and set the service tag (and double checked it), the system started to malfunction: On battery it worked absolutely fine; When I plug it in, in a few minutes the laptop unexpectedly crashes — instant black screen, fans and keyboard backlit go off. And I get 3 amber 5 white lights blinking; If I unplug it, hold the power button for a few secs, the laptop turns on in a few tries and works normally while unplugged; And finally, occasionally I do get the following warning on boot: 'Invalid configuration information — please run SETUP program'. What I tried & details Spoiler (Highlight to read) Removed any plugged in devices — the issue was still happening Tried two different chargers (130W barrel and K16A dock — both chargers are original) — laptop still crashing Ran SupportAssist 'Scan Hardware' — says it's fine, didn't solve the issue Updated the BIOS via Windows (from 1.20 to 1.23) — update successful, yet the issue still was happening Ran pre-boot analysis, got 'Error Code: 4511' — the help page doesn't suggest any solutions Removed coin-cell CMOS battery for 15 minutes and reseated RAM — laptop still crashing Used Battery saving power plans while on AC to reduce the power consumption — didn’t help, the system crashed in a few minutes as usual Updated the drivers — laptop still crashing Removed any plugged in devices — the issue was still happening Tried two different chargers (130W barrel and K16A dock — both chargers are original) — laptop still crashing Ran SupportAssist 'Scan Hardware' — says it's fine, didn't solve the issue Updated the BIOS via Windows (from 1.20 to 1.23) — update successful, yet the issue still was happening Ran pre-boot analysis, got 'Error Code: 4511' — the help page doesn't suggest any solutions Removed coin-cell CMOS battery for 15 minutes and reseated RAM — laptop still crashing Used Battery saving power plans while on AC to reduce the power consumption — didn’t help, the system crashed in a few minutes as usual Updated the drivers — laptop still crashing What finally worked: BIOS Recovery and NOT setting the Service TagAfter a crash I tried to turn on my laptop while it was still plugged in. On boot it displayed a BIOS Recovery prompt (it didn't show one before). I went with the first option ('Repairing BIOS', I guess), it performed the recovery, rebooted and voila — my XPS runs off an AC adapter again! Did a number of tests (stress test, video rendering) — it doesn't crash now. I guess the same prompt can be triggered using this guide. After a few reboots I started again getting the warning 'The Service Tag has not been programmed. This system will not function properly without a Service Tag'. Since all of my issues began once I set the service tag, I ignore this message for now and just hit 'Continue'. As I mentioned, the system works absolutely fine now, aside from the service tag warning. Since I couldn't find anything like this issue documented, I would like to know how to fix this issue 'properly'.

D-ch · Accepted Answer

Turned out to be faulty BIOS chip. Needed a chip swap.

Professor Pic · Answer

Hi @D-ch

Thanks for posting about your issue.

I am having a variation of the same problem. In the morning when I open the computer for the first time (left in Sleep mode overnight), when I insert the AC charger, after a few minutes the system restarts and I get the message "The Service Tag has not been programmed..." In my case, when I enter my service tag in BIOS the system works properly with/without a charger. I have tried not entering a service tag and the system shut down and did not work properly.

In any case, how did you determine it was the BIOS chip, and to do the swap did you have to send it in or could you DIY?

Thanks

D-ch · Answer

Hi @Professor Pic

Sad to hear you're experiencing a similar issue. On the other hand, now I know I'm not mad and this thing happens to other people's laptops too:)

I think that at first entering the service tag helped me in my case but then gradually it didn't, the problem returned. So I'd watch closely how your system behaves, and do a backup of your data (in case the laptop dies and you need to access it while it's being serviced).

As for your questions:

I was told that it was the BIOS chip by the repair professional. Took them a while to figure what's going on but when they replaced this chip, the problem resolved.

And unless you have advanced soldiering skills, the required tools and access to parts, you definitely want this to be done by a professional, this is quite a complicated repair. I was really lucky that guys at my particular repair shop are qualified to do things like this, because nowdays if anything soldered in breaks, even a $1 resistor — most repair shops will not bother soldering and tell you that complete motherboard replacement is the only option (which for used laptops often exceeds the market price of the laptop). So if you're told something like this in your repair shop, you should know there are other options.

Hope this helps!

Professor Pic · Answer

Certainly happens to others per this post. It seems you were the first to post about it on this forum, maybe particular to the XPS 9570. Thanks for the info on the repair, hoping I can get by without that or some new alternative comes up before the laptop is unusable.

D-ch · Answer

Thank you for the link. Very interesting is the timing, two days after my own post... When this started happening to me, there was almost no info on this issue, nothing with 'symptoms' exactly like mine. Now it looks like a bad BIOS update damaged my and other people's system's BIOS chips.

Obxdavid · Answer

Having the same problem with XPS. Started on 6/15. Now my battery won’t charge and it’s stuck on attempting to update bios.

Professor Pic · Answer

Resolution to this for me was finally to replace the motherboard. I got a couple extra months of work out of it enduring weekly, then twice weekly, and finally daily shutdowns before I sent it in for service. Originally issue is resolved but the fingerprint scanner no longer works, but I'll post about that separately. Good luck to everyone else experiencing this issue.

XPS

XPS 15 9570, setting Service Tag, crash while operating off AC adapter

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