Surface 3 charging issues

Anonymous

I'm sure the Surface 2 and other models suffered from this problem...

After getting my Surface 3 yesterday, I plugged it in as it was delivered with about 24% batter life. The little white light on the micro-USB charger than comes with the Surface lit up. I assumed all was well, and started the Windows Updates. It was taking a while so I left it and went to bed.

The next morning the Surface was off, and when I tried to switch it on the battery symbol appeared that indicates it had no juice. It was still plugged in to the charger and the plug was still lit.

I removed it a couple of times and eventually it must have started to charge as it allowed me to boot, and I could see it was charging.

However, whenever I plug it into any other USB port to charge it (such as on my PC), I get the "Plugged in, not charging" message).

I suspect a faulty micro-USB connector (a poor replacement for the old magnetic ones), but wanted to see if anyone elese was having trouble with either the supplied charger or charging from other USB ports.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

MA_905,

Thanks for the update and sorry for the delay in following up.

I am reaching out to find out if your issue is now resolved and if not, I would like for you to please give the two button shutdown a try.

Here’s how:

Step 1:	Press and hold the power button on your Surface for 30 seconds and then release it.
Step 2:	Press and hold the volume-up button and the power button at the same time for at least 15 seconds and then release both. <br> <br><br>The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
Step 3:	After you release the buttons, wait 10 seconds.
Step 4:	Press and release the power button to turn your Surface back on.

Once done, please proceed to fully charge the device and let us know your outcome.

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Anonymous

what's more likely is that the USB ports that you've used can't provide enough power to charge the device.

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Barb Bowman 80,805 MVP Volunteer Moderator

On Wed, 22 Jul 2015 16:31:18 +0000, quadtek wrote:

>> This is a surface 3, not a pro3

take a look at

http://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/surface-wont-turn-on#shutdown

this applies to your Surface 3

__________________________________________________________________________________________________

Barb

Windows Experience MVP

My Blog - http://digitalmediaphile.com/

Please mark as answered if this answers your question

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Answer accepted by question author

Barb Bowman 80,805 MVP Volunteer Moderator

did you try the solutions at https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/surface-wont-turn-on-battery-wont-charge?os=windows-10 ?

If yes, your best option is to go to a physical retail Microsoft Store if you are near one in the US, and if not near a store https://www.microsoft.com/surface/en-us/support/contact-us

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Anonymous

I contacted MS and they helped me in this one. I had to do a current update. when this did not fix it I had to a a factory reset. then do the update battery life is now as expected.

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337 additional answers

Anonymous

I have had my Surface 3 for about 2 weeks, and have had this problem since the first time I tried to charge it out of the box. I am using only the charger and cord that came with the Surface 3. The light on the charging cord is always on. Simply "plugged in, not charging." I just woke up this morning to a nearly drained device, and I am very frustrated.

Here is a battery report excerpt I took this morning. Notice that when I plugged it in for the overnight hours, the Surface believed itself to be running on AC power, but the battery continued to drain. Woke up to "plugged in, not charging." At 08:20:00, I removed it from the charger and reconnected it. You can see that it then began charging.

18:03:10	Active	Battery	49 %	13,878 mWh
18:12:30	Connected standby	Battery	48 %	13,566 mWh
21:13:10	Active	Battery	47 %	13,391 mWh
21:46:16	Connected standby	Battery	37 %	10,556 mWh
21:48:34	Connected standby	AC	37 %	10,545 mWh
21:48:34	Active	AC	37 %	10,545 mWh
21:48:40	Connected standby	AC	37 %	10,545 mWh
2015-09-2008:20:00	Active	AC	18 %	5,138 mWh
08:20:17	Connected standby	AC	18 %	5,100 mWh
08:20:18	Active	AC	18 %	5,100 mWh
08:20:33	Active	Battery	18 %	5,062 mWh
08:20:36	Active	AC	18 %	5,058 mWh
08:36:00	Report generated	AC	21 %	6,110 mWh

This problem, in conjunction with palm rejection issues, have caused me to very much regret this purchase. Extremely disappointed, Microsoft. Please get this figured out immediately. Based on the feedback here, I don't believe there would be any point in returning it for a new one. This is a software, hardware, or manufacturing defect. I will be pursuing a refund from my retailer if Microsoft can't start to offer meaningful support on this issue.

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