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FAQs

AC Adapter not working
 
Unplug the AC Adapter cable from the notebook computer.
Check for any physical damages to the AC Adapter or the adapter cables. Refer to Dell Knowledge base article AC Adapter Damage for more information.
Check the power indicator light on the AC Adapter.
(Look for a green light on the AC Adapter block or a blue light on the connector that attaches to the notebook computer.
When there is no light:
 
Verify the AC power cord is correctly installed. Confirm the power outlet is functional. If found defective, try another outlet.
 
Unplug the adapter AC power cord from the wall outlet.
Remove the AC power cord from the adapter brick.
Use two hands for attaching the power cord to the AC adapter brick. Hold the adapter in one hand, and place the power cord in position over the two or three prong connector on the adapter brick itself.
Using the palm of the hand, push the power cord in fully, until it clicks.
 
 
If power LED on the system is still not on, remove all media communication devices (external monitor, printer, webcam etc). Reconnect one at a time to isolate the defective device, if any.
Note: When the light still does not come on the original AC adapter, and another AC adapter of the same type works (if one was available), contact Technical Support when your system is in warranty.
To check if your warranty is active, refer to Dell Knowledge base article How to Check When Your Warranty Expires.
If your warranty has expired, a new AC adapter can be purchased at the Dell Batteries and Adapters web site.
When the light is flickering:
 
Verify the AC power cord is correctly installed. Plug the power cord into the adapter brick by using the following steps.
 
Unplug the adapter AC power cord from the wall outlet.
Remove the AC power cord from the adapter brick.
Use two hands for attaching the power cord to the AC adapter brick. Hold the adapter in one hand, and place the power cord in position over the two or three prong connector on the adapter brick itself.
Using the palm of the hand, push the power cord in fully, until it clicks.
 
Try the AC adapter on a working AC outlet, when the light still flickers, try another AC adapter of the same type if available.
Note: When the light still does not come on the original AC adapter, and another AC adapter of the same type works (if one was available), contact Technical Support when your system is in warranty. To check if your warranty is active, refer to Dell Knowledge base article How to Check When Your Warranty Expires.
If your warranty has expired, a new AC adapter can be purchased at the Dell Batteries and Adapters web site.
 
If there is a error concerning the AC adapter refer to Dell Knowledge base article.
 
When the LED is on, confirm the laptop battery is functional by powering the unit with AC Adapter.
AC Adapter Error Message Occurs
Reconnect the adapter DC cable to the portable computer and check the LED, when the LED goes off, contact Technical Support when your system is in warranty.
Press the power button and check for any lights on the computer, if none contact Technical Support when your system is in warranty.
When powering on a Dell portable computer, you may receive an error message similar to:
The AC adapter type cannot be determined. This will prevent optimal system performance.
Strike F3 key ( before F1 or F2 key) if you don't want to see power warning messages again. 
Strike the F1 key to continue, F2 to run the setup utility.
If so, check AC Adapter verify it is the Dell AC Adapter shipped with your system.
Note: If the AC adapter is not recognized in the BIOS, the battery charging circuit is DISABLED by design (The system will not know if there is sufficient power available to run the system and charge the battery).
Unplug the AC adapter from the wall, and from the portable computer, for five to ten seconds.
Make sure the AC adapter is unplugged long enough for the LED on the AC Adapter to go out altogether.
Take out the battery on the portable computer, for more information on how to remove the battery for your specific computer, browse to the Online User's Guide. Click the make and model of the computer and the preferred language. Download the Setup Guide or User's Guide.
Plug the AC adapter into the wall outlet and to the system.
Press the power button, when you are still receiving the same or similar error message pertaining to the power, verify that the BIOS and Video drivers are the latest available from Dell Support website, for more information refer to Dell Knowledge Base article, "How to Use the Drivers and Downloads Website"
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Check the Battery
 
If you took the battery out for testing the AC adapter, insert the battery back in while the computer is off.
For computers with Windows 7, right-click the battery icon in the lower right-hand corner, click Dell Extended Battery Life Options, if that is not an option proceed to Step 3.
Click the Battery Health tab.
Make note of the message on the page, when the battery shows as "This battery is performing normally", then the battery is performing as it should.
Note: Most batteries have a One Year Warranty. You can check if your battery warranty is active by referring to Dell Knowledge base article Notebook Battery Warranty Support.
Check the Battery Health in the BIOS, for more information refer to the Dell Knowledge Base article Check the Battery Health in the BIOS. Make note of the message on the BIOS screen under General or the Advanced tab, when the battery shows as "Normal" or "This battery is performing normally", then the battery is performing as it should.
Note: Most batteries have a One Year Warranty. You can check if your battery warranty is active by referring to Dell Knowledge base article Notebook Battery Warranty Support.
If you have the issue System battery shows "plugged in not charging" when you hover over the battery icon please review the information in our knowledge base article.
 
 
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Dell Battery Diagnostics
 
Our support site provides multiple diagnostic tests that can be run on your system and output results or error codes that can be then used to identify failures or provide to technical support if warranty service is required. These tests can fulfil a support request online and issue an in-warranty replacement where applicable, or direct you to additional resources to replace your battery.
From our main support site navigate to the diagnostic section or click the link below.
To run the test, browse to the Dell Battery Diagnostics. We will then connect to your system via Dell System Detect to run the test and if the test fails you can then log an in-warranty service call if applicable or have the option to purchase a new battery from the Dell Batteries and Adapters website.
If you have already used diagnostics in the past your information should be stored and you will be directed straight to the diagnostic test.
Dell notebooks also include a built-in diagnostics application, called ePSA. For information on how to access the ePSA application, refer to Dell Knowledge base article, Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes. Once in the ePSA application select the battery diagnostics.
When the battery diagnostics fail, you can log a in warranty service call using the following link - Enhanced Preboot System Assessment. You will need to enter the Error and Validation code as seen on the screen, you will also need to enter the Service tag of the faulty computer, just follow the prompts to complete the process.
 
If your battery warranty has expired and the battery diagnostics fail, a new battery can be purchased at the Dell Batteries and Adapters website. Only Dell batteries should be used in Dell notebooks, and Dell batteries can only be purchased from Dell. A normal characteristic of a rechargeable battery is that its operating duration decreases over time.
 
The battery may eventually need to be replaced. Based on this characteristic, consumed batteries may not be covered under warranty.
SupportAssist, previously called My Dell, detects issues and sends you alerts based on your device, This application gives you access to everything you need to take the guesswork out of maintaining PCs and tablets. For more information on how to obtain and install SupportAssist, browse to the SupportAssist for PCs and tablets page.
 
Note: You may need to provide the Service Tag or Express Service Code of your Dell computer or select your computer model from a list.
Testing the AC power adapter
If your notebook exhibits any of the following symptoms, then you should test your AC adapter using the steps below to verify the AC adapter is working properly.
When the notebook is connected to the AC adapter, the notebook does not turn on and lights or LEDs do not turn on.
When the notebook is connected to the AC adapter, the display does not turn on.
When the notebook is connected to the AC adapter, the battery does not charge.
 CAUTION:
The AC adapter may shutdown and remain without output due to conditions that can trigger overcurrent, overtemperature, and short circuit. To recover the adapter output, unplug the adapter from the notebook for approximately 5 minutes and plug in again.
Step 1: Examine the adapter, power cord, and computer for physical damage
Unplug the power cord from the AC wall outlet.
Disconnect the DC connecter from the computer.
Check the AC Adapter label to ensure it is labeled with HP logo.
Figure : Example of HP logo on AC adapter
AC adapter with HP logo highlighted
Check the AC adapter and cords for physical damage or signs of overheating.
Check the DC connector pin on the computer to ensure the pin is not bent or broken.
Make sure there are no obstructions or any foreign material inside the DC connector and that the center ID pin is straight and not slanting inside the DC connector.
Figure : DC connector pin on computer
DC connector pin on the computer
If the AC adapter, DC connector, or any cords are damaged, do not use the adapter. You can purchase a replacement AC adapter from HP. See Ordering HP Certified Replacement Parts for more information, or contact HP Customer Support for further assistance.
If there is no physical damage to the AC adapter, DC connector, or cords, continue to the next step.
Step 2: Verify the wall outlet is functioning
Unplug your AC power cord from the wall outlet.
Test the wall outlet by plugging in a small lamp or other device that you know is working.
If the small lamp or other device works, the wall outlet is functioning. Continue to Step 3: Disconnect and reassemble the power cord and AC adapter.
If the wall outlet is not providing power, test the lamp or other device on different wall outlets until you find a working wall outlet and continue to the next step.
Step 3: Disconnect and reconnect the power cord and AC adapter
Remove the power cord from the AC adapter.
Reconnect the power cord to the AC adapter. Be certain the power cord is fitted tightly into the AC adapter inlet.
Step 4: Connect the AC adapter to the PC
Remove the primary (and secondary) battery from the notebook computer.
Connect the DC connector end of the AC adapter into the computer power connector.
Plug the AC adapter power cord directly into a functioning wall outlet. Do not plug into a power strip, surge protector or secondary power source.
Verify the LED on the AC adapter is lit when plugged into an AC wall outlet.
 NOTE:
Some AC power adapters do not have an LED.
Verify that all power cord connections are secure.
Step 5: Verify the notebook receives power from the adapter
With the AC adapter connected, look for the AC adapter light close to the AC adapter port of the notebook computer. If the AC adapter light is on, then the AC adapter is functioning properly. Proceed to the next step.
If the AC adapter light is off, then the AC Adapter may be failing or the system board is damaged and requires repair. Contact HP Customer Support for further assistance.
Perform an AC Adapter UEFI test by using the following steps.
Make sure the power cord and adapter is connected to the system and wall outlet.
Turn on the computer.
When the HP logo or boot menu is displayed, press F2 before the notebook boots to Windows.
Once in the UEFI menu, select component tests.
Select the AC Adapter test.
 NOTE:
If the AC Adapter test is not availabe, update the UEFI version. See HP Hardware Diagnostics.
If the test result is PASS, there is nothing wrong with the AC adapter. Do not replace it.
If the test result is FAIL, record the unique 24-digit failure ID code before replacing the AC adapter (failure ID code will not be displayed unless the adapter is plugged in).
 NOTE:
If the HP AC adapter is defective and the computer is under warranty, contact HP Customer Support (this is when the 24-digit failure code might be useful). If the computer is no longer under warranty, see Ordering HP Certified Replacement Parts.
Step 6: Look for the battery icon in the system tray
Windows displays a battery charging activity icon in the system tray. Refer to this icon from the Windows desktop next to the time and date.
With the AC adapter connected to the computer, the battery charging icon indicates the AC adapter is working properly and has enough power.
Figure : Battery charging icon
Battery charging icon
With the AC adapter connected to the computer, you might get a battery power icon instead.
Figure : Battery power meter icon
Battery power icon
With the AC adapter connected to the computer, a battery power icon indicates one of the following conditions:
The AC adapter is not working properly.
If the AC adapter is defective and the computer is under warranty, replace the AC adapter with the appropriate spare part. For further information, see Ordering HP Certified Replacement Parts.
The AC adapter does not have enough power to charge the battery and to run the notebook computer at the same time. Do not use adapters from other computers. Use the power adapter that came with the notebook computer for best performance. To order a replacement adapter, see Ordering HP Certified Replacement Parts.
If power or charging problems persist, it is possible the battery is failing or is in a deep discharge state.