Unsolved
This post is more than 5 years old
3 Posts
0
3964
March 25th, 2011 02:00
The AC power adapter type cannot be determined
I almost feel bad about writing this post, because I have been a life-long dell owner and have always recommended their computers. After this recent experience though I can't imagine ever buying or recommending a Dell again. The reason is the now infamous "The AC power adapter type cannot be determined" error which is followed by the computer slowing to a crawl and unable to charge the battery.
I first saw this error while at work, but closed the message and soon forgot about it. However, when I arrived home and plugged into a different Dell adapter, the message appeared again. Both adapters are official Dell adapters and my computer is is only about 1 year old. I immediately hit google searching for the error message and possible solutions, and what I found was pretty shocking: there are 61,000+ search results on Google with this specific error message in quotes. Dell even has a sticky note on the top of their "Laptop Hardware" forum.
These article explain that this error occurs because Dell puts a special chip (Dallas DS 2501) in their adapters and another on the motherboard which determines if the AC power adapter being plugged into the computer is an official Dell adapter. The only reason for this is to force their customers to buy $65 Dell adapters instead of a generic $25 replacement. If the adapter detection circuit fails for whatever reason, it cripples the machine by cutting the processor speed in half and not charging the battery. If the adapter is bad you only need to pay $65 for a new one. If the motherboard failed then you're really out of luck. Any out of warranty repair will cost hundreds of dollars and a few weeks without the use of a computer.
I have a long distance girlfriend and we enjoy talking on Skype every night. Since this error that has become impossible. Skype stutters and eventually fails with my processor only running at half speed.
I will begin the process of looking for a new computer this weekend, and it won't be a Dell.
Bryan
ejn63
11 Legend
•
87.5K Posts
•
321.3K Points
0
March 25th, 2011 05:00
Make sure it's not an Apple, HP/Compaq, Toshiba or Sony either -- because all of them use proprietary adapters on at least some models.
bryanjj1
3 Posts
0
March 25th, 2011 14:00
That is good to know ejn, but while searching online, I have not read about a single case from any other manufacturer where a motherboard needs to be replaced because it cannot read the official ID code from a valid power adapter. It's possible that other manufacturers may do this same type of ID power check, but for whatever reasons Dell's system fails far more often than its competitors. I guarantee none of the companies you mentioned have a sticky note on the top of their official hardware support forum about this problem like Dell does.
That being said, it would be nice to have a list of computer models (Dell and non-Dell) which have this same check, since it is a feature I'm really not interested in having in any future computer.
Bryan
bryanjj1
3 Posts
1
April 21st, 2011 23:00
Just wanted to give an update on this issue. I file a complaint with the Better Business Bureau because I have had real success in the past going through them. I was then promptly contacted by someone at the Executive Customer Service team to discuss the AC adapter issue. The conversation was brief but very enlightening. Here are some notable facts:
1. The AC adapter "Dallas chip" behavior is very well-known and understood.
2. This is a widespread issue which has been around for a long time and Dell has no intentions of making any changes.
3. The rep I spoke to however seemed surprised that this issue represents most of the complaints on http://getsatisfaction.com/dell
4. A BIOS software update *could* fix the issue, however, Dell most likely has no intentions of issuing any such update.
5. The most he could do for me was pass along another complaint to the product team in hopes that they would finally patch this flaw with a BIOS update.
I think the bottom line is that this is a very intentional design decision made by Dell to increase sales of AC adapters at the expense of some RMAs and lower customer service. This is probably because these adapters are very high margin items. they probably cost ~$5 to make and sell for 10x that amount.
That being said, I can understand why Dell would make such a decision. However, they have lost a lifetime customer because of this and I will also recommend that other consumers avoid their notebooks. Finally, I will still follow up on my complaints with the BBB and other orgs to see what happens.
Bryan