Surface Pro 3 LGC Battery Degradation

Anonymous
2017-02-16T00:04:44+00:00

Split from this thread.

Split from this thread.

It was suggested that I open a new thread for this issue that I am having.

Since the Win 10 Anniversary update, I was not able to turn on my Surface Pro 3 i7 512GB with LGC LGC Battery without having it plugged in with the power supply or docking (I own a total of Three Surface Pro 3 Docks at home and 2 offices). It always said "82%, Plugged in, Not Charging", and would always instantly turn off once I pulled off the power supply tab.

I had spoke with a Technical Agent online, had my Pro 3 remote accessed, did all the proposed solutions, and even had a call from Bellevue, WA (I live in Hong Kong) before I found out that it was a software issue as stated by Microsoft.

With Auto Update turned on, I was notified that I should restart my Pro 3 this morning while I was on the docking station. I was happy that this issue was going to be resolved, but now I am disappointed that this firmware update did nothing for my Pro 3.

I'm hoping that someone out there has some suggestions.

Thank You.

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  1. Anonymous
    2016-09-22T19:26:52+00:00

    Hello everyone,

     

    We are aware of a battery issue that is affecting a limited number of Surface Pro 3 users. We can confirm that the issue affecting these customers was not caused by the software updates issued on August 29th. Our team is actively looking in to the issue to determine the cause and identify a fix. We will post an update as soon as we have more information to share.  

     

    Greg

    Thanks Greg for providing the update, but i find it hard to accept that the updates were independent of the issue.

    Before the anniversary FW update, my surface was charging and worked fine for the most part. It just can't be a coincidence that a number of user's batteries stopped charging after the updates on the 29th.

    If the updates were unrelated, why was everyone here affected by the same issue in the same time frame?

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  2. Anonymous
    2016-09-22T19:12:56+00:00

    Greg,

    I would be happy to send mine in to help diagnosis. I dont use it because i i use my desktop. 

    -Henry

    Edit, sorry i was on mobile and it lags when i type there.   

    I mean that at home I use my desktop computer, and I don't use the SP3 remotely because it cant charge.

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  3. Anonymous
    2016-09-22T19:07:08+00:00

    Hello everyone,

    Thanks for your patience while we identified a fix for this issue, where the full charge capacity of the battery is misreported to the operating system and device firmware. We have now completed our testing of an update and it has passed our quality assurance process.

    The update, “System Firmware Update - 11/7/2016”, is now available to install from Windows Update.

    Before installing this update, ensure that your Surface Pro 3 is plugged directly in to AC power using the standard AC power adapter (do not use the Surface Docking Station), disconnect any USB devices or external monitors, and check that Windows shows a 40% charge or greater when you hover over the icon in the taskbar before you begin.

    Once you install the update, please select Restart now (do not shutdown). After your Surface restarts, please manually restart it a second time to complete the process. For more information, please see our Surface Pro 3 Battery FAQ article.

    If you’re having trouble charging your Surface, you get a low-battery error, or your Surface turns off when you unplug it, the steps in our Surface battery won’t charge article can help you pinpoint the problem. Should you need any further assistance, please contact us.

    Thanks again.

    Greg

    Updated 11/8/2016

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  4. Anonymous
    2016-09-22T18:08:55+00:00

    Thankfully the press is covering this. Microsoft's response to this has been shameful. I know it takes this sort of coverage to get anything done about it. I can't believe I have talked to so many people about the Surface line. Multiple people I talked into buying one now are suffering from the same issue as me. I feel like a fool.

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  5. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-09-22T14:47:36+00:00

    You are welcome. More press coverage since my post with links. Also lots of

    comments about this on Twitter from highly visible folks like Mary Jo Foley,

    Paul Thurrott, etc. etc.

    >>I just want to thank you for sticking around.

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