Dell XPS 13 9350 Alert message help please.

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YvonneW

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#272568 2-Jul-2020 14:14

My laptop is giving me the following message when I switch it on.

"Alert! The AC power adapter wattage and type cannot be determined. The battery may not charge. The system will adjust the performance to match the power available."

It is plugged in but not charging. Stuck at 5% battery power. The light on the power cable stays on. The charging light at the front of the laptop stays on for a few seconds only.

Does this mean I need a new battery? Or a charger? Or both?

Do I need to buy Dell ones or do I risk AliExpress?

Thank you.

I know nothing :-)

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#2516169 2-Jul-2020 14:35

Are you using a genuine Dell adapter? You absolutely don't want to use a 3rd party adapter, Dell in particular can be quite fussy when it comes to this.

What is the service tag of the notebook, and the part number on the power adapter?

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#2516173 2-Jul-2020 14:43

Do not buy a charger from Aliexpress

YvonneW

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#2516174 2-Jul-2020 14:43

The adaptor is the one that came with the laptop, new from Dell. The part number is CN-0CDF57-72438-62K-06AB-A04
The service tag is HLK2R72

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wratterus

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#2516182 2-Jul-2020 14:49

OK, looks like it originally shipped with a 45w adapter.

It's most likely the adapter at fault, but the way to know 100% is to try another adapter - do you happen to know anyone's you could borrow for a few mins? Those newer 4.5mm tips aren't so common yet.

If you press F12 as soon as you power the notebook on, you can run the built in diagnostics and see if that gives you any more info than you already have - it probably won't to be honest though.

Dell are very good buying parts direct from them. In fact, right here. $51 delivered.

Also, that notebook will probably have thunderbolt? If you have access to a thunderbolt dock or a USB PD Type-C charger, that may work also.

xpd

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#2516185 2-Jul-2020 14:53

How old is the laptop ?

Could just be the battery is shot - IIRC, Dell's have a battery tester in the BIOS, run that and see what it says.

XPD / Gavin

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YvonneW

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#2516277 2-Jul-2020 15:54

It says "The battery is reaching the end of its usable life". I bought the laptop in May 2016.

Where is the best place to buy a battery? And is it as easy to install as Youtube says?

No access to another charger or USB PD Type-C charger.

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wratterus

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#2516287 2-Jul-2020 16:09

That battery reaching the end of it's useful life is probably nothing to do with the AC adapter error. Dell report that pretty early on their laptops.

https://www.raytech.co.nz/index.php?route=product/product&product_id=3091&search=5K9CP&description=true

That ought to be the right battery, but I would still suspect the power adapter rather than the battery in this case. A knackered battery should not cause the notebook to not detect the power adapter correctly. You could pop the bottom off the notebook and unplug the battery all together and see if you still get the AC adapter error.

You could always get a battery & adapter on the way. Worst case you get a new battery which it looks like you would need at some point anyway.

YvonneW

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#2516296 2-Jul-2020 16:22

Thank you.

I will order the charger from Dell and see what happens. If no luck I will order a battery and re-watch the youtube video...

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wratterus

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#2516297 2-Jul-2020 16:23

Let us know how it goes.

YvonneW

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#2516700 3-Jul-2020 11:39

Tried to get a new charger from Dell. They are going to email me when they are in stock. Asked about a new battery too. The man was helpful. Now I wait.

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YvonneW

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#2516898 3-Jul-2020 17:06

The reply from Dell

"As per checking the depot team advised me the parts for your device is no longer available.My advise would be to take your device to a third party technician to have it looked at.I do apologise for the inconvenience caused.Do let me know if there is anything I can assist you with."

Not helpful at all!

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wratterus

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#2517291 4-Jul-2020 17:42

https://www.dell.com/en-nz/shop/dell-slim-power-adapter-45-watt/apd/450-19146/pc-accessories

https://www.dell.com/en-nz/shop/dell-65-watt-3-prong-ac-adapter-with-183-meter-power-cord/apd/450-19182/pc-accessories?ref=p13n_ena_pdp_vv&c=nz&cs=nzdhs1&l=en&s=dhs#polaris-pd

See if either of those are in stock. Pretty sure they are both the right tip size.

There are other genuine ones around in NZ but mostly higher amperage, which is fine but you end up with a super bulky power brick, like this one.

https://www.raytech.co.nz/index.php?route=product/product&product_id=3140&search=dell+4.5mm&description=true

YvonneW

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#2517534 5-Jul-2020 13:30

Thank you. Have ordered a new charger.

I hope it works because Dell did not respond to me about a new battery. I have found I can get one from PB Tech if I need to. But would rather not have a go at putting a new battery in.

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sqishy

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#2517551 5-Jul-2020 14:28

Some of the XPS 13 when you put in a new battery does not like the battery and complains on boot up. We have several model of XPS 13 from first to latest at work with mixed results.

YvonneW

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#2517555 5-Jul-2020 14:59

Sqishy, this is not reassuring! I am hoping a new charger will solve the problem. But as the XPS is just over 4 years old I may need a new battery at some point. Were they Dell batteries? Please tell me it works sometimes.

I know nothing :-)

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