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XPS15 9560, AC adapter not recognized
For some reason my power adapter (original dell) is not recognized by the system and the battery is not charged.
- with AC adapter plugged in I get the following error message at boot: "Charger - The AC power adapter wattage and type cannot be determined. The battery may not charge."
- in the bios under battery information it says: "AC adapter = Unknown" (bios 1.18.0)
- After running the test session I get the following message: "Testing completed. One or more errors were detected." I do not see where to access more details.
What is it wrong?
Best regards
Okina
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May 7th, 2020 15:00
Thought I'd post an update with some good news.
I spoke with Dell and did some basic diagnostics and they said I needed a new DC jack. Interestingly enough by this point I'd already tried 2 DC jacks, however, they were from eBay, not from Dell.
After agreeing to purchase the 64TM0 DC jack from Dell for £27 with postage it arrived a couple of days later. Being familiar with the DC jack replacement, I did it myself (3rd times the charm) and straight away the laptop began to charge without issue.
tldr; replaced DC jack with Dell official spare 64TM0 and it worked fine (avoid eBay spares!).
BonaBeavis
3 Posts
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January 9th, 2020 05:00
Try another AC adapter. If the issue still persists:
If you are lucky your DC power jack ist defect, replacement is a few bucks and a few minutes work.
If this does not help your charging circuit on the motherboard is broken. This gives you three options:
1. Replace it for about 600 bucks
2. Buy a docking station for 200 bucks
2. Buy a USB-C charger > 60w and live with a crippled system. (gpu will be massively throttled because dell)
mymat
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January 9th, 2020 06:00
Any 130W 19.5V, 6.67A AC adapter is fine or is there any additional specs to be respected?
kama_juin
7 Posts
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January 9th, 2020 06:00
Can u describe events leading up to this problem? I mean for a possible fix we've to understand whether it was sudden or this happened due to some actions.
mymat
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January 9th, 2020 06:00
no apparent reason. At a certain point, I noticed that the battery was not getting reloaded, I restarted the computer and then I got the error message mentioning the fact that the AC adapter was not recognized.
It appears that if I drain the battery till the end, when I restart the computer after it dies the battery get charged again. The problem reappears once I close the lit.
The problem is clear in the bios and it thus do not depend on the OS.
DELL-Cares
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January 9th, 2020 20:00
We tried reaching you on a private message but did not receive a response. Please feel free to write back whenever you are available.
voodoopuppet
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January 21st, 2020 03:00
Hi,
I got the same issue (BIOS diagnostics error message reads "Charger - The AC power adapter wattage and type cannot be determined. The battery may not charge.")
This appeared right after I upgraded my BIOS from 1.16.0 to the most recent 1.18.0.
Best regards.
Marcel
mw724
2 Posts
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January 28th, 2020 15:00
Having the exact same issue as you guys. Going on a few weeks now trying to resolve it. Replaced charger and then battery to no avail. Tried various commonly suggested software tricks with no luck. Just feeling very frustrated at this point.
mw724
2 Posts
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January 28th, 2020 15:00
Also if I disconnect the battery, it'll run just fine. Reconnect the battery and it will give the same error messages and not charge.
mkr53
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April 29th, 2020 06:00
Exactly the same issue, also after upgrading to BIOS 1.18. Downgrading to BIOS 1.15 did not solve it, though. Has anyone any idea of what is going on or any fix? It is annoying to see a working computer become unusable because of this.
RuskinF
272 Posts
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April 29th, 2020 07:00
The AC adapter may have become faulty.
Try using another adapter from Dell.
ejn63
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May 1st, 2020 13:00
If you've replaced the adapter and DC jack to no effect, chances are you've got a broken solder joint somewhere on the mainboard - which is why applying torque sometimes makes for a recognized adapter. Unfortunately, in light of both the repair and symptoms, the solution is a replacement system board.
ejn63
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May 1st, 2020 13:00
They generally won't let you extend an expired warranty - and I'll bet even if they did, the cost would run upward of or over what a board replacement would cost.
Even a board repair these days will run a few hundred dollars -- if that's even possible. It looks like the board itself runs between $300-500 depending on the CPU you have (or want) -- and I doubt a warranty extension would be less than upward of $400 just for one year.
Okina
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May 1st, 2020 13:00
I'm having the exact same issue with my 9560. I've tried replacing the DC jack and tried a new charger.
Weirdly enough, if I hold the charger in a certain position with pressure on it will charge, which would suggest it was a connection/contact issue.
I'd really like Dell to weigh in on this rather than leaving us in the dark.
Okina
15 Posts
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May 1st, 2020 13:00
Thanks for the response.
I'm out of warranty, if I extend it with Dell would that cover the repairs? The laptop is 2.5 years old.
What would you recommend doing?