How to Troubleshoot AC Adapter Issues

The AC adapter cable and power cables may get frayed or cut, and wires may become exposed at either end of the cables. This may be due to the way the cable is wrapped around the AC adapter, or if the cable is subject to undue stress. If the damage is severe enough to expose wires, you should discontinue using the AC adapter. To check the AC adapter, cables, and adapter port on the laptop for any damages:

Caution: Dell recommends using only Dell-branded AC adapters that are compatible with your laptop PC. Dell does not recommend using third-party AC adapters or batteries on a Dell laptop PC.

1. Unplug the AC adapter from the wall outlet.
2. Unplug the AC adapter from the PC.
3. Check the AC adapter and cables (including the power cable) for signs of physical damage or overheating.
4. Check if the pin inside the plug or adapter port is bent, broken, or damaged.

Caution: If the AC adapter or cables are damaged, discontinue using the AC adapter immediately.

For more information, refer to the Dell knowledge-base article AC Adapter Damage.

If you find damage, contact Dell Technical Support for replacement options. If you do not find damage, proceed to the next step.

1. Unplug the AC adapter from the wall outlet.
2. Connect another device on the wall outlet to verify if the wall outlet is working correctly.
3. Try a known-good wall outlet.
4. Plug the AC adapter directly to the wall outlet.
   Bypass any power regulators like surge protectors, UPS (uninterruptible power supply), power splitters, etc.

Note: If the AC adapter is connected to a docking station, connect the AC adapter directly to the laptop to verify the functionality.

If the wall outlet is working correctly, proceed to the next step.

1. Unplug the AC adapter from the wall outlet.
2. Disconnect any external peripherals that are connected to the PC.
3. Remove the battery. Refer to the User Manual of the PC for instructions on how to remove the battery.
   If the Dell laptop PC has a non-removable battery, skip this step.
4. Press and hold the Power button for 30 seconds to drain a residual power from the PC.
5. Connect the battery.
6. Plug the AC adapter to the PC.
7. Turn on the PC.

Once the residual power has been drained, if the PC does not power on with the AC adapter, proceed to the next step.

USB-C is a popular cross-platform standard for charging, connecting peripherals and transferring data. Select ultra-thin Dell PCs use USB-C power port to charge the PCs. It is essential to ensure that the USB-C charger is connected to the correct USB-C port that allows charging and data transfer, especially when the PC comes with more than one USB-C port.

1. Unplug the AC adapter from the wall outlet.
2. Unplug the AC adapter from the PC.
3. Disconnect the power cable from the AC adapter.
4. Connect the power cable firmly to the AC adapter.
5. Verify if the LED on AC adapter is on. If no, try a compatible known-good AC adapter.

Once you have disconnected and reconnected the power cable and AC adapter cable, proceed to the next step.

Reset the AC adapter by following these steps:

1. Unplug the AC adapter from the wall outlet for 15 seconds.
2. Unplug the AC adapter from the PC.
3. Plug the AC adapter to a known-good wall outlet.
4. Plug the AC adapter to the PC.
5. Check the LED indicator on the AC adapter.

Note: LED indicator may be located either on the AC adapter brick or the adapter (DC) plug.

If the AC adapter LED indicator is on, proceed to the next step.
If the AC adapter LED indicator is off or turns off when connected to the PC, contact Dell Technical Support.

Using an AC adapter that has a lower wattage may cause the following issues:

• An error message like "The AC adapter type cannot be determined. This will prevent optimal system performance" or "Unknown or incorrect AC adapter detected" may appear.
• Your system may reduce the processor (CPU) speed to save power. 
• The laptop battery might not charge or charge slowly.
• The AC adapter might heat up.

Dell laptops may use either a 45W, 65W, 90W, 130W, 180W, or 240W AC adapter. For optimal performance, use the original AC adapter that came with the Dell laptop. The ac adapter's wattage information is printed on the label on the bottom of the ac adapter.

To verify if the PC is recognizing the AC adapter correctly:

1. Restart the PC.
2. When the Dell logo appears, tap F2 key until the message Entering Setup appears.
3. Verify the AC Adapter Type in the BIOS options.
   • If AC Adapter Type is None - Verify that the ac adapter is connected to the laptop. Verify that the LED on the ac adapter is ON.
   • If AC Adapter Type is Unknown - Try with another working ac adapter. If the issue persists or if the same ac adapter is working fine on another laptop, contact Dell Technical Support for repair options.
   • If AC Adapter Type is recognized correctly, proceed to the next step.

Running a hardware diagnostic test can help you identify what the issue may be and provide you troubleshooting steps to help resolve the issue. Dell offers both built-in and online diagnostics. The Dell ePSA hardware diagnostic test checks if the AC adapter is recognized by the system board correctly.

To run the Dell ePSA built-in hardware diagnostics:

1. Turn on the PC and tap F12 key at the Dell logo screen.
2. Choose Diagnostics from the menu.

Note:

• When the diagnostics report an issue, refer to the Reference Table of ePSA, PSA Error Codes and Troubleshooting Steps section for the meaning of the code and for any additional troubleshooting steps to perform.
• When the diagnostics report no issues, it means that no hardware issues were found. This most likely means that your computer is having an operating system issue. 

For more information about running a hardware diagnostic on a Dell PC, refer to the Dell knowledge-base article Resolve Hardware Issues With Built-in and Online Diagnostics (ePSA or PSA Error Codes).

The BIOS is firmware that is embedded onto the System Board of your computer. Updating the BIOS to the latest version may help the PC recognize the AC adapter. Updating the BIOS to the latest version requires the laptop PC to be powered by the AC adapter and battery.

To update the BIOS to the latest version, refer to the Dell knowledge-base article How do I download and install the latest BIOS for my Dell computer?

If the AC Adapter Type is not recognized by the PC, refer to the Dell knowledge-base article Forcing a BIOS Update without the AC adapter attached on a Dell Laptop. Before forcing the BIOS update, read the disclaimer below.

Caution: If the battery charge is less than 10%, you may be able to force the BIOS to update from within a DOS environment. A failure during this process may result in your system becoming unusable, and users must proceed at their own risk. Dell shall not be liable for any loss, including but not limited to loss of data, loss of profit or loss of revenue, which customers may incur by following any procedure or advice set out in this article.
To learn more, refer to the Dell knowledge-base article How to update your System BIOS using a USB Flash Drive.