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January 17th, 2021 19:00
XPS 9500 randomly restarts and won't charge while turned on
5 month old XPS 9500. It will restart almost every time after it loads windows, sometimes it will take 2-4 restarts until it stays turned on. Sometimes it will just randomly restart while browsing the internet, so temperature or load isn't the issue. It also will not charge unless the laptop is shut down completely (using dell supplied charger).
In November the motherboard crashed and I had to get it replaced, which happened a couple weeks ago.
Looking on the event viewer I can't see what the issue is, although I'm not a computer whiz.
I've updated the drivers and the bios, but still not luck. Any ideas?
No Events found!
DELL-Chris M
Community Manager
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March 16th, 2022 08:00
For MrCoffeePewPew,
After verifying ownership and completing troubleshooting, a DELL-Cares agent setup service.
MrCoffeePewPew
1 Message
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September 19th, 2021 03:00
You might be able to track the same issue here.
jonxps9350
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3 Posts
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May 14th, 2024 04:47
My specific problem is noted here:
https://www.dell.com/community/en/conversations/xps/xps-15-9500-randomly-restarts-does-not-recognize-charger-after-shut-down/647f96bcf4ccf8a8de98f68e?
Mitigation, but not resolution, is provided in a post on the linked page
For this scenario:
1.) XPS9500 crashes and reboots during startup (usually at login Window)
2.) Successfully loads Windows after the above reboot but does not recognize the charger.
Do this:
1.) Perform Windows shut down
2.) Unplug for 5 seconds
3.) Plug it back in and power up.
It should recognize the charger after that. No need to let the battery drain.
This issue has been going on for over a year now and is not the result of any recent BIOS updates. Several threads are reporting the same problem, and after all this time, it doesn't appear Dell will do anything about it.
Also, try turning OFF Wi-Fi before shutting down, and then turn it back on next time you startup. I rarely have this issue if I do this.
In device manager, uninstalling "Microsoft ACPI-Compliant Control Method Battery" appears to cause the computer to run on AC power, rather than simply discharge. May be a Dell driver problem. I also have this problem on other Dell laptops, not XPS line.
(edited)
Ian Fleming
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October 19th, 2024 01:55
I have exactly the same issue!! I don't even know how to describe it to repair shop because it happens at random and there is no defined pattern.
Ian Fleming
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October 19th, 2024 02:10
@jonxps9350 You sound like you understand this. Were you able to fix this problem?
I don't want to deal with that awful Dell support. It is ridiculously difficult to accomplish a simple task with them, nevermind repairs I will not ship them my laptop, they will most likely loose it or something else will happen.
I will buy laptop from different company next year (thanks to Dell support and this ridiculous issue that magically appeared out of nowhere 6 months after my warranty expired), meanwhile I wonder if there is an easy fix to this pesky issue.
I replaced battery, covered inside parts with electrical tape, tried different software manupilations to the best of my small abilities. This issue is still here.
Recently my windows crashed (infinite loading loop/blue screen). The windows' restore points option didn't work, I tried everything I knew (for exception of factory restore). I thougt my hardrive broke, so I took it to repairshop. Computer guy checked my hard drive and said it is fine. He could not do anything to fix my issue and at the end his only solution was factory reset which of course worked. I had to pay for work and data recovery ($275) thanks Dell and Windows. It is obviously something in software that two companies should work out meanwhile customers pick a tab.
I'm done with dell.
(edited)