Latitude E5570 issues after replacing the battery

Question

Hello,

We have a few E5570 in our company. The battery was dead in one of them, so we have ordered a brand new Dell 62Wh 6MT4T 7,6V Li-ion battery. After the replacement the new battery is not functioning. The machine only can operate from AC (normal AC cord only. Not even with it's docking station and AC cord). Now I am loosing this function too, since if shutdown the Windows after the successful shutdown all leds are going black except the battery charging. The leds are not blinking and/or orange/red, only continious white.

I have tried to change the cord which is connecting the battery to the motherboard even changed the battery to another one, the problem remains. I tried to change the AC adapter and installed all available drivers. Also SupportAssist and ePSA diagnostics says everything fine. If I wait a little bit after a failed start or successful shutdown the system works again, but it takes a lot of time. In BIOS and Windows the battery is on the same % in remaining charge. I checked it is fully charged now, but still not working. Additional information, I have noticed the system time is changing randomly on every successfull BIOS startup.

Any advice would be really appreciated. Thank you in advance for your time and answer.

DELL-Patel M · Answer

Hello Gaben88,

Thank you for writing on Dell Community Forum. I appreciate your effort in doing the troubleshooting and sharing your observation. In addition to the steps you have I would request you to try the following and revert so that I can accordingly advise:

1. Does updating the BIOS to latest from https://dell.to/33keWP4 makes any difference?

2. Is the AC adapter detected in BIOS?

3. Regarding the BIOS time reset on every reboot, is more likely due to the RTC battery. Have you tried swapping the coin cell battery of the system with another known good battery and checked? (Instructions to remove the coin cell battery can be found at https://dell.to/34yEgRG)

Gaben88 · Answer

Hello Patel Muntazir,

First of all thank you for your answer and advise. Sorry for my late response, but I was out of office and I did not had access to my notebook. Please find my feedback and observations below.

1) I have installed the latest BIOS, problem still stands. (During the update it identified the AC for the install.)

2) Checked the adapter in BIOS.

A) If battery is connected.

Primary Battery

Battery Idle

Battery health Excellent

AC Adapter = 130W

But the battery feedback LED is completely black.

B) If battery is not connected:

Battery

Not installed

AC Adapter = 130W

3) Regarding to the coin battery, I think I will buy one and replace it since it is a not so expensive part.

Additional informations:

1)The machine could not start even AC is plugged in and battery is not connected.

Symptoms:

After plugging in the AC the power LED is constantly white.

The battery LED blinks once in white. (of course because no battery identified)

On/Off power button lights up. Also the keyboard backlight lights up for around 10 second. (which is the current "fade" time set up in BIOS when AC is plugged)

But the screen is black and nothing happens for around 15-20 seconds. (fan is also silent)

After this all lights goes off for 1-2 second and the proccess restart itself.

Only thing I can do to get it back is to unplug the AC cord for around 15-30 second and plug it again.

2) Black screen in windosw session.

Syptoms:

I started the Windows with battery on and AC plugged in.

After this pulled out the AC cord to see if battery can operate the machine or not.

Battery LED is black, not even flashing up, the system still works for around 5 second.

After that black screen and the keyboard backlight is functioning correctly, power button doesn't work.

If I shut down the screen and open it up again, it gains power for around 1-7 second and goes black again.

If plug the AC cord again, I have to shut the screen and open it up again and everything works fine. (battery LED blinks 1 in white color.)

I have checked the battery and the battery cord in an other machine with same configuration. Works fine on first try.

Dell Support Assist diagnostics report says everything is fine and updated.

Even Win7 troubleshooting says everything is fine.

Any idea what could be the problem?

Thanks in advance for the answers.

Kind regards,

Gaben88

U2CAMEB4ME · Answer

Welcome to the Dell Community @Gaben88 and @DELL-Patel M

You may want to read my post here.

https://www.dell.com/community/Latitude/E5xxx-and-E7xxx-series-laptops-Possible-Engineering-Defect/m-p/7380693/highlight/false#M15619

Best regards,

U2

DELL-Patel M · Answer

Hello Gaben88,

Thank you for sharing the details information post performing the steps suggested. Please private message me the service tag of your Dell system so that I can review this and advise accordingly further. To private message me, locate the Contact Me option at my profile at https://dell.to/2Ke0Abk.

Gaben88 · Answer

Hi hansim076!

The end of the story was the following.

We have tried everything without any success. So Patel advised to send it to the local Dell Center.

They took the notebook, did the diagnostics and repair and sent it back after. This took 2 days only. During the diagnostics, it turned out that the battery is fine, but a cable which is connecting to the screen got some issue and it killed the screen itself. (Can't remember the exact words, but they told me the problem very kindly in the phone and answered all my questions). They replaced the cable and the screen and it's working fine since.

The repair was cheap and fast. So I was very satisfied with the results. I would recommend to do the same.

Kind regards,

Gaben88

hansim076 · Answer

I have exactly the same problem. Just replaced the barrteries of 2 e5450 laptops with the 62kw version and neither work or are charged. Battettry status idle. Would this be a problem cause its a 6 cell instead of 4 cell?

Please Assist!

Latitude

Latitude E5570 issues after replacing the battery

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