Dell XPS 15 9500 Usage and Troubleshooting Guide
Summary: Learn how to use and troubleshoot issues related to Windows, input devices, LCD, drivers, webcam, networking and more on your XPS 15 9500.
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Not all product versions are identified in this article.
Symptoms
Cause
For help with issues such as: wired and wireless networking, Windows, mouse, touchpad, keyboard, LCD, webcam and downloading drivers, refer to an expanding section below.
Resolution
For specifications, browse to the Dell XPS 9500 Online Manual Page, and then touch or click View PDF under Dell XPS 9500 Setup and Specifications (refer to the Specifications of Dell XPS 9500 section).
For port locations, browse to the Dell XPS 9500 Online Manual Page, and then touch or click View PDF under Dell XPS 9500 Setup and Specifications (refer to the Views of Dell XPS 9500 section).
To view or download the Service Manual, browse to the Dell XPS 9500 Online Manual Page, and then touch or click View PDF to the right of Dell XPS 9500 Service Manual.
To locate your Service Tag or Express Service Code, browse to the Where is the Service Tag located? page.
For how-to's and troubleshooting information on Wired and Wireless networking, browse to the Dell Networking and Wireless Support Center.
For information on how to turn the wireless antenna on and off on a Dell Computer, refer to Dell Knowledge Base article How to Turn the Wireless Antenna On and Off on a Dell Computer.
- Using the SupportAssist application provides automatic computer updates and detects issues that will be resolved for you. Let us take the effort out of maintaining your Dell Computer or Tablet. For more information about SupportAssist, browse to the SupportAssist for PCs and tablets page.
- To run online hardware diagnostics to make sure your hardware is working correctly, refer to the Dell Knowledge Base article How to use the Dell PC Diagnostics. The article explains how to access the hardware diagnostics and the different kinds of test available for your Dell computer or tablet.
NOTE: The diagnostics will either fix the problem automatically, or it will guide you through the steps to resolve the problem. When the diagnostic identifies a failing part, depending on the failing part, we will immediately start the process for a free in-warranty replacement part.
- When the computer cannot access the Internet, you can run the built-in diagnostics (ePSA) on your computer. For more information, refer to the Dell Knowledge Base article Resolve Hardware Issues With Built-in and Online Diagnostics (ePSA or PSA Error Codes).
This section covers the Microsoft Windows operating system that is installed on your computer; select the tabs below to find out more information.
For help using Microsoft Windows, refer to the Dell Windows Support Center. You will need to select the operating system you need help with.
When the computer stops responding or you are troubleshooting slow performance issues, perform the following steps:
- Press the Power button for at least 15 seconds to make sure the computer turns off.
- Disconnect all external peripherals including the keyboard, mouse, and external monitor. Peripherals also include external storage devices such as flash drives, USB devices, printers, cards etc.
- Press the Power button to see if the computer turns on and boots up correctly. If not, refer to Dell Knowledge Base article Computer Does Not Turn on, or is Stuck on the Dell Logo Screen.
- When the computer does boot up correctly, download and install SupportAssist. For more information on how to obtain and install SupportAssist, browse to the SupportAssist for PCs and tablets page.
- Perform system maintenance on your computer. For more information, refer to Dell Knowledge Base article Optimization and Maintenance of Microsoft Windows or Troubleshooting Slow Performance Issues.
- Start connecting external peripherals one at a time, and check to see if the computer continues to respond.
This link takes you to the Dell Knowledge Base article Microsoft Windows Locks Up or an Error Occurs.
For information on the drivers available, browse to the Dell XPS 9500 Drivers Page.
This article provides information on how to download drivers for Dell computers, How to Download and Install a Driver.
This section covers the hardware that is installed on your computer; select the tabs below to find out more information.
Refer to the following Dell Knowledge Base articles for information on how to use or troubleshoot mouse, keyboard or touchpad issues.
- Keyboard Usage and Troubleshooting Guide
- Mouse Usage and Troubleshooting Guide
- Touchpad Usage and Troubleshooting Guide
For information on how to turn the touchpad on or off, refer to Dell Knowledge Base article Disabling or Enabling the Touchpad on a Dell Laptop.
When you experience a situation in which the computer does not start at all, or if it does turn on (lights turn on and fans are spinning) but the computer does not show any image, look at the Battery LED located on the front side of the computer (as shown in Figure 1) for a blinking amber/white pattern to determine failures listed in Table 1.
Figure 1: Battery Charge / Status LED Location
NOTE:
The blinking patterns will consist of 2 sets of numbers being represented by a group of Amber blinks and then a group of White blinks.
First Group: The LED blinks with an Amber color 1 to 9 times, followed by a brief pause with the LED off for 1.5 seconds.
Second Group: The LED blinks with a White color 1 to 9 times, followed by a longer pause before the next cycle starts again with the LED off for 3 seconds.
For example: For a No Memory Detected Error (2,3). The battery LED blinks 2 times with an Amber color, followed by a pause and then blinks 3 times with a White color. The battery LED will pause for 3 seconds before the next cycle repeats itself again. Each LED blink takes 0.5 seconds.
The computer will not shutdown when displaying the Diagnostic Error Codes.
Diagnostic Error Codes will always supersede any other use of the LED. For instance, on Notebooks, battery codes for Low Battery or Battery Failure situations will not be displayed when the Diagnostic Error Codes are being displayed.
| Blinking Pattern | Component | Description | |
|---|---|---|---|
| Amber | White | ||
|
1
|
1
|
TPM Detection Failure | Replace the system board |
|
1
|
2
|
Unrecoverable SPI Flash Failure | Replace the system board |
|
1
|
5
|
i-Fuse Failure | Replace the system board |
|
1
|
6
|
EC Internal Failure | System board failure (included BIOS corruption or ROM error) Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
|
2
|
1
|
CPU | CPU failure |
|
2
|
2
|
BIOS ROM failure | Replace the system board |
|
2
|
3
|
Memory | No memory / RAM detected |
|
2
|
4
|
Memory | Memory / RAM failure |
|
2
|
5
|
Memory | Invalid memory installed |
|
2
|
6
|
System board / Chipset Error | Replace the system board |
|
2
|
7
|
LCD | LCD failure |
|
2
|
8
|
LCD-Power rail failure | System board failure (included BIOS corruption or ROM error) Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
|
3
|
1
|
RTC power failure | Replace the RTC battery |
|
3
|
2
|
PCI or Video card / chip failure | Replace the system board |
|
3
|
3
|
BIOS recovery image | Recovery image not found Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
|
3
|
4
|
BIOS recovery image | Recovery image found but invalid Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
|
3
|
5
|
Power rail | Power rail failure Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
|
3
|
6
|
BIOS recovery | BIOS Recovery Image not found while performing auto-recovery Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
|
3
|
7
|
ME Error | Management Engine error during boot. Try to flash the BIOS to the latest version. For more information, browse to Dell BIOS Updates (Refer to the How do I update BIOS using a USB flash drive? section). |
For additional help with your computer, please Contact Technical Support.
When the Battery LED does not blink with an Amber/White pattern, perform the following steps:- Press the power button for at least 15 seconds to make sure the computer turns off.
- Disconnect all external peripherals including the keyboard, mouse and external monitor. Peripherals also include external storage devices such as flash drives, USB devices, printers, cards, etc.
- Remove the A/C adapter from the computer and unplug the A/C adapter from the electrical outlet.
- Make sure the connections on the power cord and A/C adapter are firmly pressed together.
- Insert the A/C into the computer and a good electrical outlet (not on a surge protector or power strip).
- Press the Power button to see if the computer turns on and boots up correctly. If not, refer to Dell Knowledge Base article Computer Does Not Turn on, or is Stuck on the Dell Logo Screen.
- Start attaching devices one at a time and testing to see if the computer will turn on.
There are times when changes to the settings in the System Setup (BIOS) prevent the computer from booting into Windows or connect to the Internet. Setting the BIOS back to its defaults may help fix these issues.
- Reboot the computer.
- When you see the Dell logo during POST, press the F2 key to enter the setup screen.
- On the System Setup screen, click Load Defaults.
- Make sure BIOS Defaults is selected and click OK (when asked).
- Click OK on the Warning window (when asked).
- Click Exit, the computer will restart.
This section covers the hardware that is installed on your computer; select the tabs below to find out more information.
For information on troubleshooting a laptop LCD Screen, refer to the Dell Knowledge Base article Troubleshooting a Laptop LCD Screen That is Black, Blank or Hard to See.
For help with resolving USB port issues, refer to Dell Knowledge Base article How to resolve USB port issues.
For information about and help with resolving Hard Drive issues, refer to the Dell Knowledge Base article Understanding and Troubleshooting Your Hard Drive.
NOTE: When the computer is powered on, the battery LED also acts as the hard drive activity light. Press and hold the Fn key, and then press the h key to toggle between the battery and the hard drive activity light function.
For information about and help with resolving Audio issues, refer to the Speakers and Headphones Support site.
Battery Charge and Status LED
The battery charge and status LEDs are located at the front side of the system (see Figure 2). Refer to Table 2 for the description of the LED.
Figure 2: Battery Charge and Status LED Location
|
Power Source
|
LED behavior
|
System Power State
|
Battery Charge Level
|
|---|---|---|---|
|
AC Adapter
|
Off
|
S0 - S5
|
Fully Charged
|
|
AC Adapter
|
Solid White
|
S0 - S5
|
< Fully Charged
|
|
Battery
|
Off
|
S0 - S5
|
11-100%
|
|
Battery
|
Solid Amber
|
S0 - S5
|
< 10%
|
- S0 (ON) — System is turned on.
- S4 (Hibernate) — The system consumes the least power compared to all other sleep states. The system is almost at an OFF state, expect for a trickle power. The context data is written to hard drive.
- S5 (OFF) — The system is in a shutdown state.
For additional information about and help with resolving Battery issues, refer to the Battery Support site.
This section covers the software that may be installed on your computer; select the tabs below to find out more information.
The Dell Windows Backup Media and Recovery Options page provides information about backing up your Windows Operating System as well as recovery options for when Windows does and does not start correctly.
The Dell Download Center provides information about software you may have bought and software that is already installed on your computer, such as Dell Backup Solutions and Dell SupportAssist for PCs and tablets.
Some of the software sold at the time of purchase has to be downloaded once you receive your computer. You can download and install those programs by using Dell Digital Delivery, for more information refer to the following links:
A free PDF reader (Acrobat Reader DC) is available for free from Adobe 
. You will need this program to view any PDF files such as the Quick Start Guides or Owner's Manuals.
This article provides help with Microsoft Office programs, A Guide to the various Microsoft Office programs available on your Dell PC.
- The Skype software can be downloaded from the Skype website. This website also offers instructional videos on how to use the Skype program.
- To uninstall Skype, perform the following steps:
- Close Skype and make sure it is not running in the background.
- In the Search bar type appwiz.cpl
- Touch or click on appwiz.cpl (Control panel item) to open the Programs and Features window.
- Touch and hold or right-click on Skype from the list and select either Remove or Uninstall.
- Reboot your computer and check to make sure the application has been uninstalled.
To access the Dell Security and Virus Support Page click on the following link:
Your computer will come pre-installed with an Anti-virus program. For more information refer to the Dell Knowledge Base article Useful Information about the Third Party Anti-virus programs that ship with a Dell PC.
More information about Viruses, Spyware and Malware can be found at the following links:
Affected Products
XPS 15 9500Article Properties
Article Number: 000124680
Article Type: Solution
Last Modified: 03 Jul 2021
Version: 5
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