XPS 13 2015 Won't Turn On ... Died

So up until today I absolutely loved this machine. Amazing form factor (love the minimal bezel, really makes watching movies or doing work seem like it's just floating there), exceptionally fast, and awesome price. The touchpad never bothered me that much once I got used to it and battery at least for me, using on work trips and watching movies still lasted 8h with screen at 50% brightness since it's a bright screen at baseline. The only downside had been the slow charge speed.

However, today, coming back to the computer after using it in the AM. Just wouldn't power on at all even when plugged in. Power button light turns on for 2-10 seconds max then turns off but won't even boot up to the bios. Spent an hour with dell customer service (pointless since it was basically dead and said could have been from me damaging it like dropping it (?!) with the screen still getting power when doing the holding D and turning on but the motherboard is now dead.

Not sure if anyone else has come up with this problem or coming up since it's so new? I updated the Bios a few weeks ago and did notice it to run hotter then before so don't know

Otherwise, I have had 2 Lenovos and a Macbook Pro in the recent lead up that have lasted without any issues. Previously had so so experience with dell in college day and another family member had the old xps 13 a while back and remember that died and required replacement which made me hesitant to get a dell, but this machine was just so nice.

Now disappointingly waiting until Tuesday for the repair (ship the parts, then wait for technician to schedule the next day once they receive the parts first [not really next day service since minimum 2+ days of waiting])

 

What you describe sounds like a dead motherboard. Not much anypne can do about it.

So far, you did the right thing.... Which is call dell tech support, and request a warranty repair. Its frustrating when it happens, but it happens. And it happens on all brands of laptops from all manufacturers (including Apple and Lenovo). In this case, it just happened to be a Dell that exhibited this problem.

I will also say, generally don't flash the bios on a computer unless there is specifically some reason to do so. Bios updates are usually targeted to fix specific problems. And if you're not experiencing that problem, you don't get any benefit from a bios flash. Meanwhile, you run the risk of bricking your machine if something goes wrong, without the ability to "undo" or uninstall a bios update. Its not as simple and risk-free as a driver update.

 

I had exactly the same problem last week .......
Dell tech changed the motherboard, but know I'm randomly stuck at boot, with loud beeep beeep and charging led flashing white/orange

Guess I'll have to call support again :'(

 

Blinking power lights almost always mean something wrong with the power system of the laptop. If you google the symptoms you described, then you'll find that the reasons for that blinking-light behavior are one of two things:

1) Unauthorized or incompatible charger plugged into the laptop. Obviously, if you're using a non-standard charger, stop doing that. The other possibility is that your Dell-issued charger is defective.

2) Defective battery. Best case scenario, your battery was improperly mounted / reattached, and just needs to be reseated. Worst case scenario, your battery is defective.


In either case, call Dell support again, and describe your symptoms. They'll be able to diagnose the problem almost immediately, and most likely replace both your battery and power adpater.

 

Called Dell support, and they have no clue.....
This problem is very strange, I cannot find a way to reproduce it, it just happens sometimes.
I use the standard charger, and the problem can happen without the charger plugged in, so I think it's not related.
Battery is fine, charges correctly and last as it should, I checked the connector and there's nothing wrong with it...

Support told me if I cannot fine the exact source of the problem they'll send me another motherboard, hope it'll resolve my problem.

 

I ran into something quite similar today. Was working happily on my (up until then) absolutely great Dell XPS when suddenly I got a blue screen (something about an irq error and my machine needing to reboot). It shut down alright, but now it won't start up again. Pressing the power button leads to the keyboard lights going on, but nothing else. No logos, BIOS, nothing. The machine simply won't boot.

I guess I'll wait a few hours and try again, else I'll need to have it repaired. I guess this is an issue that more people are having

 

Same here -
Brand new latest Dell XPS13 - delivered and pre-loaded with Win 10 on November 4th 2015.
I loaded up my usual software and sat very pleased with myself.
Today - I needed to use it - so tested all was working - confirmed OK and powered off.
Went to a client - pressed power button - nothing. Power light lit up for a few seconds then went off.
Went through all the tests as suggested by Dell web support.
Phoned Tech Support - Engineer arranged to fit a new Motherboard - on a 16 day old machine.
GGGRRRrrr

 

I too took delivery on a brand new top range Dell XPS13 preloaded with Win10 on 11/16/2015.
I charged it up and packed it away for a trip to Mexico. Once I arrived I went to turn it on and nothing, power button would stay lit for a bit then turn off.
Tried charging it for nearly a day, same result.
Have not reached out to Dell yet but reading this thread doesn't make me feel very happy with my purchase !

 

Hi h0ssy -

My sympathies.
Exactly same happened to me on my first machine (now on my third).
Dell said a new Mother board was needed - but had no stock.
I demanded and got a refund.

Purchased another exact machine - different fault but a new Motherboard needed.
Returned - and replaced.

Third machine seems OK - but I am very nervous.

Check this site out -
http://en.community.dell.com/support-forums/laptop/f/3519/p/19660953/20860929#20860929

 

I have the same problem. I received mine in May as an "open box" item with only a 90 day warranty. Then after shutting down one night, I went to turn it on the next day and nothing. The power light came on for a second and then went out. I looked on line for answers and they mentioned opening up the case and unplugging the battery. I tried that but no luck. I contacted my dealer and he said he would give it to his distributor and see what he could do since it was out of warranty. He told me to take out the ssd as they may end up wiping it. I left it with him for almost 2 weeks and then asked about it, turns out he still had it and hadn't passed it along. At this point I'm PO'd and said I'll just take it back. When I got it back I re-installed the ssd and then thought I would just try it again. SURPRISE. It booted up no problem. Everything was as it was. So this was just before xmas break so I took it with me to Florida. I worked for about a week then same problem again. Again i opened her up, unplugged the battery, removed reinstalled the ssd. Closed it up and tried again. No luck. But I kept hitting the power button and after about 50 times the keyboard lights came on. Then I kept trying and after about another 15 minutes of repeatedly pressing, pressing and holding over and over it booted up again! It worked for the next 2 weeks until today. Dead again. So after reading all these posts on this forum I'm thinking they have a chronic problem with the laptop. I'm going to call tech support on Monday and see what they can do. Probably end up buying another and keep this as a spare. I'm writing this on my xps15 9550. Really love these laptops but these reliability issues are scaring me. (at least I have the 2 year extended warranty on this one)

 

Bought my refurb 2015 XPS 13 9343 in April of 2015. I had to get 3 unites before I got one where the screen wasn't screwed up. Things were great with no issues after that. Today I wake up, press the power button, and like you guys said, flash of the power light then nothing. No bios, no boot, no nothing. Time to contact support. Can't be a coincidence that all these are failing around the same time can it?

 

So support fixed my unit back in February, they swapped the motherboard twice as the first one they put in was also broken. Wouldn't you know it.... a week after my warranty expires the unit is dead AGAIN!!! 3 months from the last motherboard swap. I used to be a huge dell fan but this is completely unacceptable. Same issue as before. Press the power button, it flashes white as when it turns on, then immediately off. I don't see how ANOTHER motherboard can be dead. I think I might be done with Dell for awhile.

 

I'm really sorry to hear that you've gone through so much trouble with it.

I just pulled the trigger on the new 9350 with the Iris Pro 540. Crossing my fingers I don't have similar issues. I may try and purchase a SquareTrade warranty for it in case it dies after my Dell warranty is up.

Again, though, I am really sorry you are having such **** luck. I usually have the exact same luck and it sucks. For what it's worth, I've just spent a week researching 100s of ultrabooks and notebooks. Pretty much everything 14 inches and under. The conclusion I've come to is that no matter what brand I/anyone purchases, there more than likely will be some issues.

If I end up returning the Dell due to multiple exchanges or something, I will try Lenovo next. If that has problems.. I will make my very first jump to Apple. Never thought I'd do that, but their QA is leaps and bounds above the others based on the many, many 4 and 5 star reviews from users.

Anyways, let me know what you end up doing.

 

I raised hell with Dell and convinced them to fix my unit for free out of warranty due to all the issues. As I suspected it WAS the motherboard again. I had them replace the mobo AND the power adapter in case that was somehow causing the issue. I don't understand how so many motherboards are dying and it is quite concerning. Every time I press my power button now I'm waiting for the unit to not turn on. I think I might try to sell this thing now while I have the chance and invest in something else.

 

Signed in just to post a reply - though it might help someone. My dell XPS 13 did the same thing - wouldn't turn on, no post no nothing. Just the keyboard and backlight. Tried to boot 100x - nothing. I had upgraded my SSD so I thought that might be the culprit - I put the old one back and nothing. Same thing. While I was at it - I decided to unplug also the CMOS battery. I don't know if that did the trick -- but I kept hitting the F2 to try to get the bios to come up and got something really strange. It did came up but only over a screen band - a strip - not the whole screen- and before the dell splash screen. I hit escape, it rebooted and - bang - the dell logo posted and I was able to get into the bios. I did a bios reset and things seem to be working fine since then. One possible reason for the whole thing is that I enabled both PCI-E and SATA on the bios just before the problem started. In any case, it seems to be a bios malfunction.

 

FYI mine is a XPS 13 9050 bought in July 2016. A brand new machine.

 

Had my heart set on getting the XPS 9340 with the QHD screen ... this thread and several others are making me re-think that decision.

 

Mine just died few minutes ago... I have XPS 13 QHD 2016 with Iris 540, battery was about 7% , I put into NTB origin DELL charger plug, and notebook imediately died and charger light turn off. NTB cant be turned on . No light. Nothing. If I put out and put in Charger again to 220V, the charger light goes ON, but after plug to NTB, Charger light goes off again.

Amazing . Thank you Dell so much

 

This sucks!

 

Sorry buddy but it sounds like you are screwed just like we were. Sounds like a dead motherboard. How long have you been a Dell customer? Do you have extended warranty through your credit card? If so, I suggest you go that route first. If that isn't an option first line support at Dell won't do **** for you. You will have to escalate it and don't take no for an answer. Don't be aggressive but be firm and explain how this seems to be a reoccurring issues with their xps line and you expect them to make it right. Keep escalating and even contact executive team and hit them on social media if necessary. Eventually they will probably bend and you will have to ship unit to them for repair.

 

Not sure if it applies to the xps13 but holding the power button down until it starts blinking a light will force a BIOS reset on the XPS15/.

 

Thanks, I'll keep pushing back until Dell takes responsibility. Their comment yesterday was "this is a consumable part and degradation might occur based on customer usage." What ********! I thought it was a solid state device, no moving parts...there is no excuse!

 

I have this issue. My Dell XPS 13 dies about 8pm last night. Black screen and nothing else. On the phone to Dell technical support for 1/2 hr confirmed it is a motherboard issue. They said a technician will be around within 48 hrs to replace the motherboard.
I'm not happy. The computer is 2 months over the standard 1 yr warranty. I did not expect to pay $2,299 for a high end computer and have this go wrong with absolutely no warning at all. My life and my work are via this computer. It is disgraceful and Dell really need to step up and:
1) Fix the motherboard issue. Complaints for same go back many years.
2) Replace with a new unit of equal value immediately by allowing customer to swap functional unit with flawed unit from the original supplier. JB HiFi Woden, ACT in this instance.
I am very, very unhappy about this.
DO NOT BUY DELL XPS !!!

 

This isn't trustpilot.

 

You really need to look up and invest in a backup solution if you've really lost everything...

Also be thankful that Dell have honoured you this warranty request taking into account that you are 2 months over the 12 months warranty & a replacement board on these cost hundreds, that's if you choose to go ahead with it. Other manufacturers out there would tell you that you're out of luck if this was the case.

Liam.

 

Hey guys, created an account so I could add some info on here so maybe it would help someone down the road.

I got one of these laptops today (XPS 13 9343) with the same symptoms. Battery won't charge, will power on with power supply connected but no display etc. I figured a bad battery, checked and saw it was out of warranty (by less than a year) and took the bottom panel off. Dunno about you guys but here's what I found:

https://drive.google.com/open?id=0B1N4N7Dl3eyOMUJZS0FNN0dJT1E
https://drive.google.com/open?id=0B1N4N7Dl3eyORXh1U1VIcC1UYXc
https://drive.google.com/open?id=0B1N4N7Dl3eyOcTRPUGV6Mkg1ZWs

When I opened it, I smelled it. Metal bottom panel burned and chip on motherboard that was halfway covered by the heat shield that goes behind the SSD. The heat shield is peeled away on the picture but had been melted out of the way. It was as if it shorted out with the metal bottom panel. Whether the short caused the whole problem, or if it was caused by the laptop running too hot, there's no way that I know to tell. The 3rd pic is the keyboard side of the motherboard and I didn't see anywhere inside any signs of liquid damage. Any of you other folks have something like this happen? This laptop has only been out of warranty for 6 months and I'd hate to even make my customer pay a few hundred dollars for a no-guarantee repair... Plan on doing like some of you have done and be persistent with Dell until they offer to replace.

 

Hi Clayton. I'm so sorry that happened to your XPS 13...and the issues with posting on the forum. I know how frustrating that can be (!).
Unfortunately I can't help you regarding your XPS 13. Mine stopped working for 3 days, then miraculously starting working again- the day the Dell technician arrived (of course!). However, I do encourage you to pursue Dell to have a technician come to you &/or for a replacement XPS 13. When the technician was looking at mine he did mention about known motherboard issues. If they're burning like that then it must be a known/common issue. He also said that the motherboard's warranty IS NOT terminated after 1 year. I think he said motherboards have a lifetime warranty i.e. 3 to 5 years.
Apologies I can't be of further assistance. I just thought I'd share my experience, let you know what the Dell technician told me and to encourage you to follow through with getting a replacement if need be.
All the best and good luck!

 

Definitely contact them as their quality control has sucked big time lately however at 6 months, I'm not sure if they will budge. Did you buy the unit new? Did you buy with a credit card? If so, many credit cards extend the warranty out another year so you can give that a shot if Dell won't help.

I'm not sure what your tech said, but unless things changed, the ENTIRE unit has a 1 year warranty as far as I'm aware. I had to fight them for a mobo repair 2 weeks after the 1 year warranty.

 

Ummm...that's interesting. That exactly what the technician said about the motherboard. That's here in Australia (not that it should make any difference...but it may). Where are you killerz298??? Thanks.

 

I'm in the US. Dell appears to have 1 year warranty in Australia as well but perhaps there is something I'm not seeing (or the agent was just wrong). http://www.dell.com/learn/au/en/aucorp1/terms-of-sale-consumer-warranties

 

Thanks Killerz298. Yes, well that's how I read the warranty too. All I know is what the technician told me. Maybe the technician has his facts wrong?...but this would surprize me. You never know though. I can't say for sure because I didn't end up needing a new motherboard after all (as first thought).
For Clayton Miller, I wouldn't give up. I think it is unreasonable what happened to your high end, very expensive Dell XPS 13 and you may find that Dell comes through, despite the warranty issue.
Let us know how you get on please.

 

Further to what I've already written in my post above, I've just Googled the issue. Even though patamon_svk is responding to a query about change of ownership and warranty, it touches on our issue. Here's what patamon_svk said on Reddit.com about Dell XPS 13 :

patamon_svk 1 point 2 years ago

Hi, the standard service on an XPS 13 is 3 years Next business day support in most countries. this means for 3 years all parts that will get faulty will be replaced, if possible with an technician at your place.

The Service sits on the system, so it carry over to whoever will use the PC.

The service does not cover mechanical damage, water damage, or over-voltage (like lightning strikes). For that support you need to purchase the Complete Care service on top.

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Here's the link to the above:
https://www.reddit.com/r/Dell/comments/3kwxkt/warranty_on_dell_xps_13/

Hope this helps .

 

No idea where he is getting that information from. Other than that post, I see nothing indicating a standard 3 year warranty that does not cost extra. I'd be amazed if that were true "in most countries" let alone any. I absolutely agree he should keep turning the screws on Dell but it was a serious battle for me 2 weeks post warranty so he will have to work his way up the chain even harder than I did. It is ******** that a product that costly fails so quickly. I had 2 faulty motherboards before they got it right but every day I wonder if I press the button whether it will turn on or not.

 

Yes, I agree with you on all points. I too found it interesting that patamon_svk indicated a 3-year warranty, but it did reflect what my technician had said. Although, like you killerz298, I have found no further concrete evidence to solidify this argument.
I am so sorry you've had such grief with your Dell and trying to redeem some justice only 2 weeks’ post warranty. This company will come to serious grief unless they step up. Their products are not cheap and quality and endurance of product should reflect this. Otherwise people are going to get mighty angry...and rightly so.

 

If it was the first failure 2 weeks after warranty I wouldn't have been AS pissed but considering the first mobo failed, they then replaced it with a second failed mobo which was immediately replaced by a 3rd mobo which ALSO failed, all in 1 year, I was fuming. I couldn't believe after all that they still gave me a hard time.

 

Any normal human would be fuming. It's disgraceful. I hope you've documented everything. If this happens A LOT and someone starts a Class Action, you've got your boxes ticked. Lawyers like Class Actions because they can do very well out of them. Plus, many people equals many facts which defy argument in a court of law.
Dell should recall substandard merchandise. Like car dealers do. The problem is having a substandard computer is not life threatening (unlike a substandard car). It's just massively inconvenient and can affect many aspects of life...although not life itself.