39 Posts
0
13897
Battery not charging after updating to W11
Hi,
Setup: Dell XPS 9500 (2020) laptop
In mid-December I got a chance to upgrade to W11 from W10. I did it. About a week or so everything was running smooth.
Then one day after a few hours of using my computer I noticed that the battery was running low. I was like "whaaat" , checked the power cable and everything: everything was connected properly.
Then I thought "Okay, these things can happen". So I just restarted my computer but the issue remained.
As I normally use my laptop through Dell's docking station I looked for the original charger that came with the laptop to test whether that worked. It also did not.
I then opened Device Manager and uninstalled everything I had there under Battery Section (Microsoft AC Adapter and Microsoft Surface ACPI-Compliant Control Method Battery).
Then I shut down the computer, removed the power cable and waited fora few seconds. Then plugged the power cable back and turned on the computer. The computer automatically reinstalled the battery drivers upon reboot. This fixed the problem and I was happy again. But not for long.
The next day (after another shut down) the problem was back. And the only way I knew to solve it was to uninstall the battery drivers again, shut down the computer, remove the power cable and then turn it back on.
Furthermore, upon some reboots the next day (after I close the computer for the night having already reinstalled the drivers) the computer acts weird. It boots to the lock screen but then as it gets there, it automatically restarts the computer. Sometimes once, sometimes twice. After that it finally gets to the lockscreen and let's me to log in. And yes, the battery is not charging...
Now I have been doing this driver uninstall-reinstall "trick" for almost 2 weeks. And it is super annoying.
I thought of reverting back to W10 until this problem is fixed but I am unable to do so, at least in an official way. Because I could have only reverted back to W10 within the first 10 days of having W11. That time is passed.
I assume some W11 patch or the drivers are faulty..or there is some mismatch between them. Not an expert, just assumptions.
Does any of you have any suggestions what could fix my problems?
Update: I also posted this on Microsoft forums and a volunteer moderator replied that this is Dell's not Microsoft's issue.
Thank you very much!
All the best,
AImostPro
DELL-Jesse L
Moderator
Moderator
•
16.8K Posts
0
March 2nd, 2022 05:00
Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.
bradthetechnut
6 Professor
6 Professor
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7.5K Posts
0
March 2nd, 2022 08:00
What part?
AlmostPro
39 Posts
2
March 4th, 2022 13:00
How can this be an accepted solution when there are people out there with their motherboards replaced, yet the problem persists?
Moreover, there have been cases where the issue has been gone for a while after the motherboard replacement but has then returned.
AlmostPro
39 Posts
0
March 4th, 2022 13:00
Hi,
Could you please let us know what's the Intel UHD(R) Graphics driver version you are currently rocking?
Thank you!
Zuckerbrod
4 Posts
0
March 5th, 2022 04:00
I just got the same issue. Although my battery is draining but it won't start charging when I connect the charger. And it is not a charging cable issue either, cause I have both a dock + the charger that came with the laptop. Neither of them is working. I have Dell XPS 9500 (2020). Recently I upgraded to Windows 11. This problem was not present at the beginning. The problem came after a week of having W11.
iCracked
1 Message
1
March 5th, 2022 10:00
Hi All,
I have been lurking for a long time but thought it would be a good idea to contribute my experience here since I know many are having these issues and it is not going away. I have all the same symptoms after MANY troubleshooting steps. This is the most common fault I have seen reported on these machines since the trackpad days, Dell must take steps to bring visibility to this internally.
I had these issues (3x reboots on login screen or shortly after, no charging) starting late last summer, on windows 10, and put up with it for a long time.
I am scheduling another motherboard replacement, I have heard on other threads I am linking below that sometimes the issue stays resolved after a 2nd or 3rd replacement, seems to be just luck of the draw. Here are all the other threads I have collected from here:
Solved: XPS 15 9500 not charging and constant reboot - Dell Community
XPS15 9500 Stopped charging unless completely shut down, but then endless boot loop - Dell Community
https://www.dell.com/community/XPS/xps-15-9500-constant-reboot/m-p/7768803?search-action-id=581938491678&search-result-uid=7768803
https://www.dell.com/community/XPS/Charging-issues-with-XPS-15-9500/m-p/7755158?search-action-id=581938633139&search-result-uid=7755158
https://www.dell.com/community/XPS/XPS-15-9500-Crash-reboot-after-waking-from-Hibernation-Sleep/m-p/8102521?search-action-id=581939458809&search-result-uid=8102521
Dell XPS 9500 issues post Bios update 1.9.1 : DellXPS (reddit.com)
Solved: Charging issues with XPS 15 9500 - Page 3 - Dell Community
XPS 15 9500 Restarting after booting at login screen - Dell Community
amosbattista
5 Posts
0
March 7th, 2022 07:00
New update: the new charger has arrived, but unfortunately the problem persists.
I contacted support and they told me the problem could be the battery, as the motherboard and charger have already been changed.
Tomorrow I will ship the laptop to the DELL laboratory, hoping that they can definitively solve the problem, changing the battery or motherboard again.
AlmostPro
39 Posts
0
March 13th, 2022 06:00
Thank you very much for your research, if we can call it that.
Unfortunately, it seems that the hardware replacements do not solve the problem.
Hopefully there will soon be a solution to our agony as it really makes using the expensive piece of tech extremely frustrating.
So far I have had the touch pad issue, audio issues and now the restart/no charge issue. Really disappointed.
AlmostPro
39 Posts
0
March 13th, 2022 06:00
I really doubt it would be the battery since I literally unplugged the battery from the motherboard and ran the computer directly from the charger. The issue remained...
kevin father
1 Message
0
March 23rd, 2022 05:00
I just purchased new inspiron 15 5510 laptop (window 10 installed).
window update tells my computer can update to 11.
window 11 installed , restarted computer and showed
alert : charger -the ac power adapter wattage and type can not be determined.
And the battery can not be charged.
Bios showed not ac adapter installed but device manager shows microsoft adapter installed.
And I uninstalled window 11 , went back to window 10, still battery can not be charged.
dell power manager program tells plugged but not charging.
amosbattista
5 Posts
0
March 24th, 2022 08:00
Update: The laptop has returned from the repair center.
The actions taken were the following:
- motherboard replacement (for the second time)
- operating system reinstallation (windows 10)
The battery has not been replaced. For now the system seems to be working correctly, there are no more restarts or problems with the recognition of the charger.
Therefore in my case the first replacement of the motherboard was not successful.
It must be said that for the first replacement I did not send the laptop to the DELL repair center, but a technician came home and simply replaced the motherboard (without doing any particular checks).
DELL-Jesse L
Moderator
Moderator
•
16.8K Posts
0
March 28th, 2022 05:00
Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.
AlmostPro
39 Posts
0
March 28th, 2022 23:00
Hi @amosbattista ,
Could you please let us know what's the current BIOS and Intel(R) UHD Graphics driver version you have? And do you still currently have Windows 10?
Thank you!
amosbattista
5 Posts
0
March 29th, 2022 04:00
The Intel(R) UHD Graphics driver version is 30.0.100.9955 and the BIOS one is 1.13.0.
I'm still using Windows 10 and I'm not going to upgrade for now.
AlmostPro
39 Posts
1
April 11th, 2022 23:00
Dear post followers,
The solution to our problem might have finally come!
Tl;dr; make sure you have installed:
- BIOS version 1.13.0,
- Intel(R) UHD Graphics version 30.0.100.9955,
- Realtek(R) Audio version 6.0.9257.1.
Having this combination seems to have made the restart problem go away and the battery is charging right away.
(I have Windows 10, not sure if it works for Windows 11, and anyone else using W10, really.)
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In depth:
My Intel(R) UHD Graphics driver version had already been 30.0.100.9955 for a while. And as you know from my previous posts, it was possible to temporary tackle the problem by disabling the Intel(R) UHD Graphics before shutting down the computer and simply re-enabling it after the boot. So I thought it was the single source to the problem.
When Amosbattista had his motherboard changed twice and got rid of the problem after the second! motherboard replacement, he said which OS, Intel(R) UHD Graphics driver and BIOS version he had. He said Windows 10 (which I had), Intel(R) UHD Graphics driver version 30.0.100.9955 (which I had) and BIOS 1.13.0 (which I did not have).
Thus, I also updated my BIOS version from what I believe was 1.11.0 at the time to 1.13.0. I had also had experience with 1.12.0 but the restart problem was there.
So, after I had updated my BIOS to 1.13.0, the problem did not go away.
Fast forward a few days, I get a weird audio issue. The sound coming from the laptop's internal speakers and completely lost its quality: it was quiet, had no bass but the sound was there.
I checked my Realtek(R) Audio driver version and it was 6.0.9257.1 which should also be the latest. Reinstalling it would not fix it. So I lived with the audio issue for a few days and I was also disabling the Intel(R) UHD Graphics driver each time before shutting down the computer to avoid restarting issue upon next boot.
I then decided to go YOLO and did not disable the Intel(R) UHD Graphics driver before shutting down the computer. The next 5 times the comuputer booted flawlessly. So I was a bit shocked: "Has the restart problem really gone away?"
I still had the new audio issue, though. To tackle that, I downloaded an older version of Realtek(R) Audio (6.0.9098.1) and the audio issue was gone. Internal speakers back to their best. I was happy.
So what now, you may ask. The next day during the next boot the restart problem was back! Even though the audio was flawless, restarts and no charging issue were back. I reinstalled the latest audio driver (Realtek(R) Audio driver version 6.0.9257.1) and no more restarts. However, the audio lost its richness again.
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In conclusion, it is really difficult to say whether the Realtek(R) Audio was the sole purpose of the whole restart and no charging issue or whether it was a combination of different drivers that caused it.
For me, at least it now seems that the combination of drivers and BIOS that I wrote at the top seems to fix the restart and no charge problem for good.
However, there's a small price to pay, at least for me. The audio quality from the laptop speakers is really poor but it is usable, I can still listen to music or podcasts but on a 10 point scale, in my opinion, the quality has dropped to 4. But the audio is still perfect when I use my headphones or any external speaker, really. So, as I do not use the laptop speakers that often anyways, I can live with it. At least the restart problem is gone.
I will write if I should have any further updates but for now, it seems that I just need to wait for an even newer version of Realtek's driver to have everything working perfectly. (Remember: the previous version of Realtek's driver fixed audio problem but caused restarting and no charging).
All the best,