Surface Laptop Studio will not charge occasionally / depletes battery at alarming rate.

Anonymous
2022-03-05T23:38:23+00:00

Every once in awhile my Surface Laptop Studio will refuse to charge - or atleast it says it's charging but clearly isn't. The battery then depletes at a rate of almost 1% every minute until in shuts off at 0%. Then I have to repeatedly restart it, plug in charging cable, for almost an hour to get it to start charging again. This isn't a charger issue. This is possibly some odd software issue.

Why Microsoft wants be to make a post instead of talking to an employee is beyond me.

Surface | Surface Laptop | Power and battery

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Anonymous
2022-10-27T16:30:56+00:00

Marking as Answered to raise visibility - Updated July 17, 2023

Thank you for your patience and feedback as we worked on this. A fix is now available through Windows Update. After installing the update, please restart (not Shutdown) your Surface Laptop Studio. For more information about updates for your Surface available through Windows Update see Download drivers and firmware for your Surface

For more details about Surface Laptop Update History, please see Surface Laptop Studio Update History.

If the issue continues to occur, here is a workaround that has helped others start charging again:

  1. Connect your Surface power supply and make sure the power connector light is on.
  2. Save all your work and shutdown your Surface.
  3. Once shutdown, press and hold down the power button, you will see the Windows logo screen flash and then turn off, continue to hold down the power button (about 20 seconds) until you see the Windows logo screen flash again and then release the power button.

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  1. Anonymous
    2023-02-16T21:05:01+00:00

    I have been working on my laptop with Microsoft support for the past two months. Microsoft support sent me a replacement laptop in hopes that it would resolve my issue, which it did not. I have provided them with data collected from my device and the steps I have taken to resolve the issue myself. We have not identified the root cause as of today, but I have explained to them that I do not believe this is a hardware-related issue. My reasoning for this belief is the following:

    1. Many other Surface Laptop Studio (SLS) owners are experiencing the same issue.
    2. The problem does not occur frequently; when it does, it can be resolved using an unpleasant workaround.
    3. I am having the same issue on back-to-back SLS laptops.
      1. My original laptop and the replacement laptop
    4. I can plug in a USB-C-based charger, and the laptop will begin to charge, albeit with a yellow warning icon on the battery symbol.
      1. USB-C charger is only required for a short time before the SLS charger begins to work again.
    5. I spent the early part of my career designing and writing device-level code. During that time, I found that when faced with a similar issue, it turned out to be software related in about 90% of the cases.
      1. I cannot recall a time in my 30+ year career when a device I was responsible for was replaced, and the replacement device had the same issue as the original device, and it is not software related.
      2. No one writes perfect code, as much as we like to think we do.

    I will post any updates that I receive from the Microsoft support team to this thread.

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  2. Anonymous
    2023-02-16T20:47:42+00:00

    Agreed. I thought my issue had been fixed as it had been a couple of months. Then it returned with a vengeance where I had the issue 3-4 times a day over three days. It’s calmed down again but ****!!! Microsoft’s lack of response is infuriating. Is customer service and doing the right thing REALLY that hard?

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  3. Anonymous
    2023-02-16T16:21:55+00:00

    Marking as Answered to raise visibility - Updated December 21, 2022

    Thank you for your patience and feedback as we continue to work on a fix. 

     

    Here is a workaround that has helped others start charging again:

    1. Connect your Surface power supply and make sure the power connector light is on.
    2. Save all your work and shutdown your Surface.
    3. Once shutdown, press and hold down the power button, you will see the Windows logo screen flash and then turn off, continue to hold down the power button (about 20 seconds) until you see the Windows logo screen flash again and then release the power button.

     

    The workaround is NOT a sustainable answer; I need to know when Microsoft is going to have this fixed once and for all. A due date would be appreciated. Thank you.

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  4. Anonymous
    2023-01-07T16:38:10+00:00

    I have the same issue as well. I have gone through TWO advanced exchanges already (under warranty) and I've spent about 10 hours researching and trying to resolve this headache. The first surface I received had a speaker pop issue so I returned it. The second SLS I received experienced this battery issue and died on me, and so I did ANOTHER advanced exchange. Now, the THIRD SLS just died on me but miraculously the second started working so I am flip-flopping between the two before I have to return one of them.

    I called today for a third advanced exchange, and if I have any issues with this third one I am demanding my money back. The MS support person said that the non-charging problem 'is a known issue with a certain lot of surfaces.' Yeah, great, thanks for selling these to your customers and not recalling them. How ridiculous.

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