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December 8th, 2023 04:39

2018 XPS 9570 Charger Not Recognized

XPS 15 9570

XPS 15 9570

Dear Community,

On August 20, Dell Service Center replaced the motherboard and DC power unit on my laptop. With the new motherboard, the fingerprint scanner no longer worked, so I sent it back in. On October 7, they replaced the palm rest, motherboard, power switch board, audio board, speakers, AC adapter, and fingerprint authentication cable. The underlying issues and repairs are detailed here.

 

Since the second repair, the laptop has not been charging properly. I plug in the power adapter, the charging indicator light flashes on, then off and stays off for anywhere from a few seconds to over an hour. Up until this week, the average was a couple minutes, but this week a few times it took much longer. During this period, the battery icon says "Plugged In", but the laptop does not charge. It does not drain either, unless I am running power-intensive applications. If I restart the computer in this state, I get the error on reboot "Alert! AC power adapter wattage and type cannot be determined. The battery may not charge..." If I then run diagnostics, the result will give the same message with a critical error. In BIOS, AC Adapter = Unknown. Note, I have tried multiple Dell OEM adapters that worked with the laptop before the repairs, and this is a new battery purchased from Dell within the last year. 

 

Once the computer recognizes the adapter, it charges, slowly at first but speeding up over time. If I then restart the computer, I get no warning, and BIOS shows AC Adapter = 130w.

I found other posts here and here, and the issue appears to be either the jack or the motherboard. I opened the back to see if the jack was sliding as others have experienced. That was not the case. It makes a strange high pitched hissing noise when the charger is connected, which I am not sure is normal. I did a battery reset while I had the back open (disconnect battery from motherboard, remove RAM, hold power button 30 seconds) in case that would do something, but it didn't. 

I am in the last 30 days of the 90-day warranty period from the last repair. Is it worth trying to replace the jack myself? Or do I resign myself to another month without the laptop while they cause potentially more problems with another repair?

Thanks for your insights,

Chris

Other system information:

Microsoft Windows 10 Home (x64) 10.019045

BIOS 1.27.0 (up to date)

Intel Core i7-8750H

Here are some relevant pictures/video:

https://youtu.be/raAH0n0r1ms (20231206 1 jack operation adapter not plugged in)

https://youtu.be/JA6aKbuVlcc (20231206 2 what happens when insert charger)

https://youtu.be/OJli4isZSOY (20231206 3 adapter sound)

10 Elder

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23.5K Posts

December 8th, 2023 13:40

Given your description, it's more likely the system board that's the issue -- not the DC jack, so if you have a warranty remaining, use it immediately.

1 Rookie

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25 Posts

December 11th, 2023 04:38

@ejn63​ 

Thanks. Is there any hope that using the USB-C port to charge would work better? Or is the problem indicative of other issues that will arise with the system board? I would have to buy a USB-C charger. I am weighing losing another month+ to repairs at the busiest time of year and ensuring I can use the laptop at least one more year. 

10 Elder

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23.5K Posts

December 11th, 2023 11:55

These systems can charge over USB-C, but won't run at full speed -- as long as you realize the USB-C port cannot supply the power needed to run the system at full speed, that would be one workaround.

1 Rookie

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25 Posts

February 8th, 2024 21:35

They said they replaced the AC Adapter and returned it to me in a week. It charged normally with the new adapter and my old one as well, so I am not sure exactly what they did. After about a month I started having other issues, which I'll document in another thread. Thanks for your time and help. 

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