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.

Attachment

Surface | Surface Pro | Display and screen

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.

0 comments

301 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2016-12-07T19:10:39+00:00

    Another update. Got a mail from Global Escalation Services and then a call today. Minor progress, but progress nonetheless. We ran through some troubleshooting - basic triage stuff that I was expecting - and he's now referred the call to one of the tech team to call me back - hopefully tomorrow. Why is this progress?

    1. He didn't fob me off straight away because the device is out of warranty.
    2. He didn't treat me like an idiot who has no idea what he's doing.
    3. He acknowledged the situation was 'unusual' - i.e. for us all to be suffering these symptoms since the firmware update. To be clear, this wasn't in anyway them accepting liability, but the acknowledgment that they probably can't feed this case into their standard flow charts and hope for it to be resolved is encouraging.

    I shall of course keep this thread updated as and when there's any significant news.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2016-12-03T23:01:45+00:00

    I got my Surface Pro 3 i5 128gb replaced actually. Do have the same problems on the new one which I got yesterday! Everything is updated and still, it won't charge further than 99% -_-

    Did I pay 8000,- NOK for this? Eh, no! I'm expecting much more than these untested updates!

    Was this answer helpful?

    0 comments
  3. Anonymous
    2016-11-29T12:40:33+00:00

    Quick update. The letter was received last week (I sent it 'signed for' to make sure). I've had an email this morning from Microsoft Global Escalation Services acknowledging the case and advising they'd be in touch within 72 hours.

    With a bit of luck, we're one step closer to having a constructive conversation with someone.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2016-11-26T19:21:53+00:00

    Don't be so sure the steps were necessary, this thread since the 'fix' was released is full of people who are still having the problem having followed the steps.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2016-11-26T19:06:38+00:00

    Greg - I just found this article and discover I missed part of the procedure to install the 'firmware update'.  First off when I installed the update my Surface Pro 3 was connected to the surface Docking Station and, of course, all of the USB devices I use and an external monitor.  Second, while the Surface has been restarted multiple times since, I didn't restart it immediately after the installation and then restart it, all while being on the AC power adapter.

    Apparently those steps were necessary as I still have the battery issues they were expected to repair.  Basically if the Surface goes into standby mode from not being used - while on the dock or not - it gets quite hot and the battery drains very fast.  Shutting down completely and restarting usually fixes the problem until it next goes into standby mode.

    Is there a place I can go to re-download the firmware update and re-install it following the procedures described?  Or do you have any other suggestions on how to fix the problem?

    Thanks

    Was this answer helpful?

    0 comments