Dell XPS 13 (9380) Issues with powerbutton

Question

Hello! I got my dell XPS 13 (9380) windows 10 home two days ago and I notice one major hardware related issue it seems.

"Note that all these issues below can happen during one signgle startup moment. They may happen in sequence after another for each time i press the startbutton and sometimes it all works fine on the first try.

It is NOT a power issue since I tried this with full battery and while the pc was plugged in. It is not something I broke since I have been highly careful with it. I also hope something is not broke since i just got the laptop two days ago.

The major issue is that the powerbutton is highly volatile. Many times when I press it it does not start.

Other times when I press it it starts for a short while but with a black screen and then it shuts down. The keyboard may shine while the screen is black as well.

I have updated all drivers and updated windows. How should I proceed?

JOcean · Answer

On a 2 day old system, I would strongly suggest calling Dell tech support for your region. This could be a hardware problem and may need a tech to repair.

Dell-SreejithR · Answer

Thank you for your message. Does this happen when you turn it on from a complete shutdown or when waking up the system from sleep?

Do you have any external devices connected like storage, docking station?

What is the status of the power button light & the battery indicator light when the screen does not turn on? Does it blink amber or white?

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Sreejith R) & send a private message with the service tag, registered name & email address.

How to locate the service tag

Giovanni C. · Answer

Hello all. I have got the same exact problem to what described by the other user. Same machine, same symptoms. Sometimes when I press the power button, it turns on immediately. Sometimes it does not turn on. Sometimes the screen becomes black and the keyboard is lit, but no life. If I keep it pressed for a long time, it usually starts, but rebooting the system. Something is wrong.

This is brand new machine, just ordered through Dell one month ago. I got the IT of my department check it, and they removed all unneeded software and cleaned up the machine. But the issue remains.

Any recommendations?

Thanks,

Giovanni

robert p · Answer

Hi Giovanni,

Thanks for posting. Apologies that your system is not performing as expected.

Have you been able to run a systems diagnostics to check for hardware issues yet? If not, please run the diagnostics by either pressing F12 at startup or by running Dell SupportAssist. Make a note of any error messages encountered and post back.

Are you starting the machine with anything attached to it? AC adapter, mouse, keyboard, dock? Or are you starting it with nothing attached when this happens?

What happens when you start with only the AC adapter connected?

If you still require assistance and the system is under warranty, you may contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

If there is no warranty, then you could contact our Out of Warranty team to get a quote for a paid service request.

yoni1 · Answer

Hi there,

I purchased the same laptop a few days ago and I am experiencing the exact same problem. Its a new machine, this shouldnt be happening. It is frustrating to continuously deal with the power button.

TravelTX · Answer

I have a similar problem - as I just recd today.  First turn on, take a couple push.  Now try to turn back on again and it is not doing anything.  The power is full as when I logout.

howelgarby · Answer

I am having the same problem with my laptop that I purchased about 2 months ago. At first, it would just take me several tries to get it to power up, but now it is much worse and I try about 30 times before I get it to power up. Is there a solution to the problem? I can still return it but would prefer not to. Thank you.

RowanW · Answer

Hi,

Yes i have exactly this problem as well. very temperamental, it appears to be how the button touches the contact underneath.

as a company we have a few of these and they all can be like that.

keyboard appears to be lit but screen black.

dchurchill00 · Answer

I'm having these power issues as well.

What I've noticed about mine specifically (I can't speak for any of you) is that the power button itself does not fit correctly in its hole in the chassis.

When I press the power button it will more often than not stay stuck in the "pressed' position like I'm still holding it down. I have to nudge it around the outer edges of the button with my fingernail to get it to pop back up. If it stays pressed down the system assumes I'm just holding down the power button the whole time and it turns right back off. Whether the system powers on or not seems to correlate with whether the button actually comes back up after I press it. This might account for some of the randomness you all are seeing.

I sent the system in for repair a few months ago and it came back either with a power button that has exactly the same issue as before or it wasn't actually repaired at all because the problem is still very much there.

The rest of the system is amazing. I love everything about it except this power button annoyance.

XPS

Dell XPS 13 (9380) Issues with powerbutton

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