Dell Laptop Randomly Losing Power Despite Being Connected to Appropriate Power

Hi Community,

I'm working with a user that has a Dell Precision 5680 running W11. Randomly the system, while plugged into a travel power supply that's a Dell 165.0W model da165pm210 adapter - the user has tried multiple different travel power supplies & multiple outlets around the house, will lose power to the point that the system will shut down. The user is not running anything unusual that could drain the system's power faster than it can replenish it. The system is up to date on Windows 11 OS updates, and Dell drivers using Dell Command Update. I've installed Dell Power Manager. Multiple ePSA (aka BIOS level) hardware tests have been done - both the quick and the full version & all have passed with no component failures. Yet this issue randomly persists.

Couple of questions for this community:

1) I can't find a reliable resource online for what the various icons: heart, bolt, and leaf mean from the power & battery display on the user's system. Is there a KB that explains what the icons mean? (I'm asking Microsoft's Community too)

2) I've run multiple battery reports & this issue has the same behavior pattern - that the battery doesn't gradually discharge, it'll suddenly dip and the mWh will also drop: this is the battery report from the newly installed battery from Dell on 7/12. In a similar question to the above, I can't find a Microsoft/Dell KB that explains the various state meanings - Active vs. Connected Standby for battery states.

3) Is anyone familiar with what might be potential causes for this issue? I'm trying to see if there's a software related issue, but I'm assuming this is likely hardware.  If it is hardware, I'm assuming replacing the motherboard would fix this issue?