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XPS 15 (9550) Powers itself on after shut down, sleep or hibernate. BIOS code issue or hardware fault?
Hi,
I have a brand new XPS 15 (9550) machine which I suppose may have a factory defect, but I'd like to try asking here and see if others have similar experiences before sending it to repair.
TL;DR; Issuing a shut down, hibernate or start command makes the laptop go down. Light from the power button goes away. 2 seconds later, the power comes back on and the system starts up.
On delivery, the laptop had Win 10 Pro on it. I want to have a clean install without the bloatware which is often shipped with new computers, so I reinstalled it on the very first day with a USB stick prepared with Windows 10 Pro install media on it. Once installed, I added the WLAN driver and let the machine get all other drivers via Windows update. Once done, I shut down the machine and put it in my bag. So far so good, I thought.
When i took it of of my bag I instantly noticed that it was hot and that the screen was already at the Windows logon as soon as I flipped up the screen. Logged on and tried to shut it down just to realize that the machine comes back on 2 seconds after completed shut down. I tried this several times to see if it was repeatable, and yes it is. Behavior is same every time. It's the same regardless of choosing shut down, hibernate or sleep. Always 2 seconds after the light on power button goes out, power comes back on.
BIOS wise, 1.2.10 or 1.2.14 release behaves equal. I have tried resetting the BIOS to factory defaults and BIOS defaults as well.
Operating system wise, I've tried reinstalling the machine with both the Microsoft install image (The Microsoft tool that prepares a USB drive as Win 10 installation media) and the image supplied by Dell via the support pages. No difference. I've tried to stay on drivers supplied by Windows update, as well as manually installing everything from Dell support site. No difference. Findings from google refer to "Fast boot" setting in windows but I did not get any improvement from either settings of this.
I even went as far as tried to run Ubuntu on the laptop to see if the behavior is OS agnostic, and yes it seems. Shut down from the menu of the Ubuntu desktop gives the same result. 2 seconds after power led goes out, the power returns.
Even when in the BIOS settings menu, I can do a short press of the power button to request a shut down and reach the same result. 2 seconds after power led coming off, system is by itself restarting.
The only way to shut down this computer is to do a long press on the power button. If I do that, the machine shuts down and stays off.
Last thing to share here is that inside the BIOS interface, there is a power state log. In there I can see that the system has powered off at a certain timestamp and that the associated reason is something like "ACPI Power off" or similar (don't have the machine here at hand right now". Immediately after that, there is a power on event but the reason is listed as "Not applicable". I interpret this that there is something actually making a signal to the system to start up, rather than a hardware fault. Possibly a BIOS bug.
My patience is rather much consumed with this as I do not see any more things to try. I think next stop is the workshop for this machine but I cannot be without it for the next week so I'll need to keep it with me some time still.
tmawson
64 Posts
0
December 13th, 2016 02:00
Update. Some kind of Windows update has ocurred, I'm back to wake ups in the middle of the night. Event log has this Event ID 1 entry...
The system has returned from a low power state.
Sleep Time: 2016-12-13T01:55:00.276040100Z
Wake Time: 2016-12-13T01:56:00.604386400Z
Wake Source: Unknown
rborgmaster
9 Posts
0
January 31st, 2017 00:00
Follow up on my own thread.
For me, no software updates nor configuration changed ever helped. I had to send the machine in and the workshop replaced the motherboard. From the support ticket I can see that they ordered this kit:
XWKN
MB SVC Kit, Used for All Operating Systems, TRPM (Contains MB Y9N5X, DIS, I7-6700HQ, 955) - Also Ship Rules being used via APS in DELTA Automatic Mode. APS will add DPK/Card Guide.
So the good news is that this solved the issue with keeping the computer shut down. The bad news is that I now seem have the infamous coil whine issue instead. So back to support.... lets see that they say about this.
All I know is that this machine is my first Dell in a very long time and as it seems, also the last ever.
PCIMPOTS
16 Posts
0
March 21st, 2017 06:00
Select the option CLOSE THE LID: DO NOTHING
My XPS 15 is not waking up by itself anymore. Also the Start Button works fine since then.
PMPP
2 Posts
0
March 28th, 2017 04:00
Closing the lead option change did not do anything for my XPS. I still have the problem. I had it in the past, then after a BIOS update it went away, and now I just got a BIOS update 2 days ago and the problem is back...
dschoeman
1 Message
1
April 23rd, 2017 13:00
Hi fellow Dell users & supporters,
So I have been having this exact same problem (random startups from sleep/hibernate) since I got my machine a year ago (XPS 15 9550 with 4k touchscreen). I've been tracking the threads on all the sites, and there has been no real resolution to this ongoing issue. Quite frankly, I'm disgusted that the Dell support team has not addressing and resolved this matter after so many complaints...even on their very own Dell community support forums! While I know a product recall might be the last thing that they would want, the brand damage of unhappy clients like us will do far more brand damage in the long run.
Dell Support Team, if you guys have a solution yet or not, please communicate with us on this thread so that we know that you are at least looking into resolving this issue.
Eagerly awaiting your response.
Sincerely,
A long-standing Dell supporter
tmawson
64 Posts
0
April 24th, 2017 03:00
Mine had fixed itself and been fine for a while but then the issue came back in December, I'm pretty sure it was caused by a Windows 10 update; every morning for the last week or so it's been on when I get up.
I did a little investigation this morning (it was closed, on, and warm - I leave it plugged in and propped against a wall so that the cooling vent is exposed as I know it will come on). Anyway, the System Event log has a 42 Event ID immediately followed by a 107 which means the system powered itself uo immedately after it shut down.
I agree that Dell should look into this but believe the issue is caused by Windows 10.
LordFPL
1 Message
0
June 9th, 2017 13:00
Same problem here... don't understand origin of problem... Dell... please help !
elmills1
1 Message
1
June 30th, 2017 05:00
Has anyone been able to find a solution to this problem? I have had my XPS 15 9550 for about half a year and I have observed the same issue. I don't feel secure about my laptop being off in my bag when it is supposed to stay off in sleep, hibernate or shutdown. I suspect the BIOS but I can confirm with the latest BIOS version (1.2.25) this still happens.
IS anyone at Dell listening?! Please listen and say something. :-(
alexbuendia
1 Message
0
July 14th, 2017 08:00
Have had same issue with mine, purchased Aug 2016 and replaced with new one in early 2017 (guy at MS Store made me pay $50 to replace under complete-care, I had the MS store version).
The issue seemed to come and go and also tried changing many settings relating to power behavior. Now I try to remember to always shut it off before closing lid.
Bigger issue for me is the daily freezing... has been getting worse, especially if computer is moved or has USB plugged in. Sooo that screams hardware issue to me, perhaps design flaw since it's getting worse (becoming more frequent). Plan to go into store to swap this one out after I have chance to image my drive and find a free day to deal with it.... great computer except for these issues and Dell's seeming disregard for taking care of it proactively and being a trusted brand.