3 Posts
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June 15th, 2023 14:00
XPS 15 9579 issue with charger, charging port, or battery?
XPS 15 9570
My warranty expired in November 2022 and my laptop has been having trouble charging lately. I've run tests and checked the battery and through support assist, the battery health is "good". Though, when I run hardware tests on Dell.com, I get a "warning" result saying the battery's capacity is decreased. Obviously, "good" is a decreased capacity from "excellent", though not enough of an issue to warrant a new battery.
Here's what happens: I plug in the charger, the charging light turns on for two seconds, then turns off and the icon says "X% available (plugged in)" but the computer does not charge. I conducted a charger test and the test reported that the charger failed. I ordered a replacement charger from Dell and the same issue happened, so I sent it back. I ordered a USB-C charger and the computer is charging fine using that. I could stop here, but now I can't use my USB-C port to connect to my external monitor (and even with the battery capacity at "good", it only lasts for about an hour until I need to plug in - which is fine, I'm usually near an outlet). I also tried replacing the charging port, but that didn't make a difference, so I put the original back in.
I understand that this seems like an issue with the charger but if it is, why would a replacement charger from Dell have the same issue? If it's an issue with the charging port, is there a way to test that hardware? I ran the "Full Test" that takes 40 minutes and the only issue that came up was the slightly decreased battery capacity. It's possible that the replacement charger I got from Dell was a dud and I should try ordering again but wanted to crowdsource thoughts first.
Thanks in advance!
filbert
4 Operator
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1.8K Posts
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June 15th, 2023 14:00
If you want to definitively rule out the adapter as the source of the problem, try it on another Dell laptop to see if it is recognized in BIOS.
Charging issues indicate generally indicate a fault with at least one of three items (if not the battery):
It's a process of elimination to figure out where the problem lies, or at least where it doesn't lie. For example, if your AC adapter is recognized and works on another Dell laptop, then the problem is likely your charging jack or charging circuit.
Check if the light is lit at the plug end of the AC adapter or on the adapter block. And see if that light remains lit when you plug it into the laptop's jack. If the AC adapter's light goes dark when you plug it into the laptop, then the fault is likely with the jack or the circuit.
Hold F2 while booting, to enter BIOS. See if the AC adapter is recognized.
Try another genuine Dell AC adapter of at least the same wattage/amperage. If that second Dell AC adapter works and is recognized in BIOS, then the fault is likely with your AC adapter. If it doesn't work, then the fault is likely with the jack or the circuit. The jack is a relatively inexpensive item that is not difficult to replace for someone experienced in working on laptops.
If a good AC adapter and a new jack won't work, then the fault is likely with the charging circuit on the motherboard, which would normally require replacement of the motherboard.
Also, it's worth trying a reset:
There is a centre pin in the adapter's plug (the end that connects to your laptop's jack/port). If that centre pin is broken or bent, then that is the cause. If it's bent, you could try gently to straighten it. If it's not bent, clean out the connector with Q-tip and 99% alcohol, and do the same to the jack.
Try slightly moving/jiggling the plug in the jack: if the light goes out or charging stops, then the problem is the charging jack or the pin in the plug.
Run Dell Diagnostics:
Press and hold F12 while booting to enter the One Time Boot Menu, select Diagnostics and press Enter. The Dell Diagnostics will test major hardware components. Choose to run extended tests.
Since you already tried another adapter and changed the charging jack, evidence suggests that the fault is on the motherboard. However, I like to be thorough, so try what I suggested to definitively narrow down the source of the problem.
ejn63
10 Elder
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28.7K Posts
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June 15th, 2023 15:00
If you've already tried a new DC input jack and a new Dell OEM adapter, the problem is with the charge circuit (and yes, the circuit used by the USB-C/Thunderbolt port is separate from the one used with the round jack input).
It's down to use USB-C charging, or replace the system board (these are still in the $300-700 range, so it's a large repair expense for a relatively old system at this point).
ejn63
10 Elder
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28.7K Posts
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June 15th, 2023 14:00
You've already eliminated the most common cause - the adapter.
Next would be to replace the DC input jack:
https://www.parts-people.com/index.php?action=item&id=20266
If that doesn't solve the problem, you're probably best off just running the system with a USB charger, as the other option is expensive - -replace the system board, as the charge circuit on the mainboard is faulty.
Cinnal
3 Posts
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June 15th, 2023 14:00
Hi, thank you!
I did try replacing the DC input jack (thought I called it the charging port) and had the same issue. I suppose I may have gotten a faulty input jack, as well?
Cinnal
3 Posts
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June 19th, 2023 05:00
Thank you for the thorough reply! I did try those steps with no success. I have a couple of clarifying questions, so that I’ll know for the future:
1. After doing the reset, what should happen when the laptop is plugged in with no battery? My computer does not turn on in this situation.
2. I’ve already run the extended tests and the only issue that comes up is that the battery is in good condition. If the old charger is plugged in, that comes up as failed. If it’s the charging circuit, would that show as a fail? Or would it show that the charger is failing?
I think that the comments here are right and the usb-c charger is the way to go, so I ordered some usb-c to usb adapters - a much cheaper option than the new motherboard.
The frustrating part is that Dell replaced the motherboard while the laptop was still under warranty for a problem with the speakers, that ended up being a problem with bios. There’s no way of knowing if this would’ve happened with the original motherboard but I can’t help but wonder.