1 Rookie
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3 Posts
4
1822
May 14th, 2024 16:52
XPS 15 9500 random restart, no charge
My XPS 15 9500 started acting up in March 2024.
Symptoms:
- random restart, no error message
- charger not recognized after reboot
Temporary fix:
- shut down with charging cable unplugged
- plug cable during reboot as soon as the Dell logo comes up on the screen
March 2024 was the first time it happened. Reached out to Dell and they had me run diagnostics and found that the battery was nearing the end of its life (2020 model).
Fix:
- Send laptop to Dell for diagnostics
- Replaced motherboard and battery
- Released and shipped as tested and working
It lasted a full 2-3 days before restarting again randomly.
Contacted Dell support again and they told me to ship it back to them for diagnostics.
Conclusions:
- Tech could not replicate issue
- Sent it back to me, and added to the ticked "Per your instructions, we have sent your system back to you unrepaired". Guess what, I told them specifically in email and over the phone to keep the laptop for a few more days to diagnose it better instead of sending it back "unrepaired".
- Laptop got shipped back and worked fine for a total of few hours before restarting.
I am currently resetting Windows for what it seems like the 5th or 6th time. Read something about the fingerprint reader driver being an issue, so I won't set that up this time and hope for the best. There was also a thread about disabling screen refresh under Intel control panel. I'll try that if the fingerprint fix isn't fixing it....
Gandyforge
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9 Posts
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2 Points
2
March 19th, 2025 13:03
This solution from Adorable-Safe-8817 on reddit seems to have worked for me. I'm 12 hours in and able to plug/unplug charger normally https://www.reddit.com/r/DellXPS/comments/1dz7t5k/dell_xps_15_9500_sleepcharging_issue_fixed/
How to do it:
Uninstall the battery in Windows device manager.
Turn off the computer.
Turn on again and boot back into BIOS settings (repeatedly press F2 when booting up)
Turn C-states off in the BIOS (in "Performance")
Boot back into Windows.
Zeke61
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1 Message
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2 Points
0
May 15th, 2024 17:03
The problem began immediately after a Windows update (Windows 10). I updated all drivers, including BIOS from Dell. Nothing seemed to work, until I upgraded to Windows 11.
It's been two weeks now and I haven't had the problem since. I don't know exactly what the fix was, but it's clear the issue is software in nature, not a motherboard problem. And I know that my battery is due for replacement (it's 4 years old) but that doesn't seem to cause any issues with charging.
CristiannL
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3 Posts
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June 14th, 2024 01:21
@Zeke61 Thank you for your input. My first reaction after the reboots started happening was to do a clean Windows installation and then update it to Windows 11. I downloaded the installation file from Microsoft directly, thinking that the recovery files might be corrupted. That did nothing.
I finally ended up sending it back to them after they tried remoting into it and running all diagnostics. They replaced the motherboard a second time. I got it back and it's been one week of using it (mostly in the evening). I've updated to Win 11, ran all firmware and hardware updates and it looks like it's stable. No restarts or issues with not charging.
It is getting a little bit warm to the touch, even running a few browser windows and the right speaker is sounding a little bit off (a bit distorted when going over 30 volume) but I'll take it over restarts and charging issues.
Flurian
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29 Posts
0
July 21st, 2024 08:43
@CristiannL I have the same issue now, already on Win11 and system is up to date. The laptop crashes a lot and won't charge thereafter.
Given the fact that the laptop is now 4 years old, how and where did you get the motherboard replaces? Thank you
elitiu
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1 Message
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2 Points
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October 2nd, 2024 18:04
I am starting to experience this problem now (Oct 2024). I replaced the battery using an OEM part shipped from dell. It worked fine for 3 weeks but not it's progressively getting worse. Looking on the dell forums and reddit it seems like this problem is common and there is no fix.
Flurian
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29 Posts
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October 4th, 2024 12:41
@elitiu I still have not been able to resolve this. Mainboard got replaced once by Dell. I have replaced the battery, replaced the RAM, went from Windows 10 to Windows 11 disabled fast start, updated and rolled-back BIOS to various versions, tried different Dell chargers and docking stations. Tried many different NVIDIA drivers.
It's ok to be used as a desktop being on power all the time day&night, without logging out of Windows / shutting down. But as soon as I unplug the power cable, or shut down manually, it keeps on rebooting, not recognizing the charger, crashing on Windows log on screen, etc. Horrible.
IvoSI
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4 Posts
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2 Points
1
October 8th, 2024 12:55
I faced the same problem, and I think I solved it yesterday. On another reinstall of Windows11, everything went fine until I installed the Thunderbolt driver from the Dell site https://www.intel.com/content/www/us/en/download/772199/intel-thunderbolt-driver-for-windows-10-64-bit-for-intel-nuc-kit-nuc6i7kyk.html. The same problems started right away. I downloaded the latest driver from the Intel site, and everything is fine, at least for now; it's been two days. I hope it helps everyone with this problem.
IvoSI
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4 Posts
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2 Points
1
October 8th, 2024 12:58
I faced the same problem, and I think I solved it yesterday. On another reinstall of Windows, everything went fine until I installed the Thunderbolt driver from the Dell site. The same problems started right away. I downloaded the latest driver from the Intel site://www.intel.com/content/www/us/en/download/772199/intel-thunderbolt-driver-for-windows-10-64-bit-for-intel-nuc-kit-nuc6i7kyk.html, and everything is fine, at least for now it's been two days now. I hope it helps everyone with this problem.
DB_1979
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1 Message
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2 Points
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October 17th, 2024 18:32
Same problem here. I bought my XPS 9500 in 2021, and started seeing this issue about a year later. At that time, it was infrequent enough that I just lived with it, but now it restarts so often that it is basically unusable.
I have reinstalled windows 11 at least 5 times, to no avail.
I will try IvoSI's solution posted above, but given all the other suggested solutions I have tried, I am skeptical.
Please post here if the root cause/solution is ever found.
Ace392
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6 Posts
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2 Points
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October 20th, 2024 21:11
@IvoSI Is your pc still working fine? I will try this today and pray to god that this is the solution
Ace392
1 Rookie
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6 Posts
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2 Points
1
October 20th, 2024 22:34
@IvoSI This solution did not end up working for me at all, and the only other thing that could possibly help me is redoing the thermal paste and cleaning the heatsink.
Flurian
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29 Posts
0
October 21st, 2024 10:13
@Ace392 I have tried to give the mainboard a full cleanup and also reapplied thermal paste. No success. Drivers did not work for me either.
Mooralfonso
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4 Posts
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2 Points
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November 6th, 2024 12:06
I’m experiencing the same issue, and it has worsened over the last two weeks. After a fresh Windows 11 recovery and installing all required drivers, my laptop has started restarting randomly. The past two days have been especially frustrating, as I was traveling and couldn’t get any work done due to these constant restarts and not charging issues.
Here’s a summary of what I’ve tried:
- Shut down, unplug for 5-10 seconds, then re-plug while the device is OFF and once the charging light is ON, you're good to go. This seems to help with the charging issue.
- Keep the laptop lid open and on a stable surface; shut down after each use, and turn it on without pressing any other key except the Power Button. This worked temporarily but not a solution to the problem.
- After hibernation, if the laptop restarts, it often goes to Windows Recovery Mode, likely because Windows isn’t loading correctly.
- Using an external keyboard and mouse seems to help keep it running more consistently but that's not the solution.
- I have checked the fan and cooling coils, both are good.
- All of the device drivers and Windows 11 are up to date.
Any additional advice from all of you would be greatly appreciated. This is a serious problem for such a costly machine. I have not yet tried @IvoSI solution yet but I have the driver downloaded. To me, it seems to be a problem with some of the drivers that are recommended by the Dell Support Assistant because after the fresh install there was not any such restarting issue.
Mooralfonso
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4 Posts
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2 Points
1
November 9th, 2024 16:06
@IvoSI I have tried your solution but it doesn't work.
One thing more I have noticed is the restart problem is more frequent when the machine is not on charging (not plugged in).
Flurian
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29 Posts
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November 17th, 2024 21:04
@Mooralfonso it's the same behaviour that I can observe. It's horrible when travelling and having to relocate the laptop, thus closing and opening the lid quite frequently, or properly shutting down the machine completely and then experiencing the issue when booting... horrible.
Over the last two weeks have tried many different usb-c chargers including the original Dell one, the original Dell dock and third party chargers. To my surprise, when using a 60W charger, this charger is always(!) recognized correctly (although a warning appears that it's too weak), whereas the other chargers are sometimes not recognized at all. But the sudden crashes / reboots remain.
Dell does not seem to care anymore, thus our only option is to purchase another laptop...