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Dell Xps 9350 system bios 1.4.4
A week ago this problem started , when the computer is booting and plugged in it stops at the Dell Supportassist
"Alert The power adapter wattage and type cannot be determined. The battery may not charge. The system will adjust the performance to match the power available."
When I click on Diagnostics and I get "testing completed . One or more errors but doesn't say what the issue is. I've run this about 5 times with same results.
I am using the proper power cord, I run it without being plugged in a lot.
Now the battery will not hold a charge and only works if it's plugged in and at 1%
I do not want to open it up while it's under warranty
Thank you, Happy Holidays
ejn63
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87.5K Posts
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November 25th, 2016 13:00
If the system is still under warranty, call Dell for repair.
They'll first replace the AC adapter with a new OEM Dell unit. If that doesn't solve the problem,
They'll replace the DC power jack:
www.parts-people.com/index.php
And if that doesn't solve the problem, it's the mainboard that needs to be replaced.
DELL-Rishi
2K Posts
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November 26th, 2016 06:00
Hi SHEREEN TIMMERMAN,
Are you using an original Dell OEM Adapter? When you plug in the adapter to the system, does the adapter stay firm or does it fall off easily? Is the adapter frayed?
Restart the system and press f2 key to enter BIOS - check the adapter status in BIOS with and without the adapter plugged in. Also, wiggle the adapter cable at the end and see if the status changes in BIOS at any point. Check the battery health in BIOS (if applicable).
Restart the system and press f12 key on startup - choose diagnostics. Let it run the diags and if you encounter any errors - make a note of the complete error and report the same to us. These are onboard diagnostics and they might possible pick some error if the hardware is not functional.
Also, please click my DELL-username and write me a private conversation with the service tag and your contact details(Name and Email) for case records. Since you state the system is still under warranty, I shall help book a service call as per the warranty and your region.
Let us know if you have any other queries.
Shereen Timmerm
7 Posts
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November 28th, 2016 00:00
Yes, I am using the original OEM adapter - it is "good" connection - not frayed or even very warn . I shall try everything and let you know! Thank you very much
Shereen Timmerm
7 Posts
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November 28th, 2016 00:00
Thank you both, I will try this in the Morning , the adapter is not frayed nor does it fall out easily. This is less than a year old, I'll do this all soon as I get home.
Thank you much
DELL-Rishi
2K Posts
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November 28th, 2016 12:00
Hi SHEREEN TIMMERMAN,
I have responded to your private message.
Shereen Timmerm
7 Posts
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November 30th, 2016 19:00
Ok, Im not certain why the guy who was helping me via private messages is no longer answering me after i sent proof of purchase. I suppose he may not know I need this computer everyday and its useless now. Could someone else help me?
Shereen Timmerm
7 Posts
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November 30th, 2016 19:00
I sent you proof of purchase 30 hours ago. Could you PLEASE answer???
DELL-Rishi
2K Posts
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December 2nd, 2016 05:00
Hi SHEREEN TIMMERMAN,
Apologies for delay in response as I was out of office.
I have responded to your private message Kindly check and send the invoice to my mail.
Let us know if you have any other queries.