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I have a Surface Pro that is a little over 2 years old. About two weeks ago, the battery now reports "Plugged in, not charging" and seems stuck at 60%. I say seemed because if I unplug that AC adapter, it dies instantly. It also will die periodically while on the charger. I have two Microsoft AC adapters and neither of them seem to charge my device.
I've tried all the Microsoft suggestions for this state, but none of them made any difference. Is there a way to diagnose if this is a hardware problem, or is this a new artifact from the latest updates? (My device reports it is up to date.) I never had any battery issues before (lucky, I suppose), and I've treated my surface pretty carefully. I'll be more than disappointed if it's crapped out already.
I'll attach a battery report, but I don't think it tells me anything in particular.
Battery report
| COMPUTER NAME | ORION |
|---|---|
| SYSTEM PRODUCT NAME | Microsoft Corporation Surface Pro 3 |
| BIOS | 3.11.1550 06/30/2016 |
| OS BUILD | 14393.693.amd64fre.rs1_release.161220-1747 |
| PLATFORM ROLE | Slate |
| CONNECTED STANDBY | Supported |
| REPORT TIME | 2017-01-22 19:53:16 |
Installed batteries
Information about each currently installed battery
| NAME | X898289 |
|---|---|
| MANUFACTURER | SIMPLO |
| SERIAL NUMBER | 1164122628 |
| CHEMISTRY | LION |
| DESIGN CAPACITY | 42,157 mWh |
| FULL CHARGE CAPACITY | 33,212 mWh |
| CYCLE COUNT | 310 |
Recent usage
Power states over the last 3 days
| 2017-01-20 09:41:00 | Active | AC | 60 % | 19,851 mWh |
|---|---|---|---|---|
| 09:44:00 | Battery changed | AC | - | - |
| 09:44:00 | Suspended | - | - | |
| 09:45:28 | Battery changed | AC | 60 % | 19,851 mWh |
| 09:45:28 | Active | AC | 60 % | 19,851 mWh |
| 09:45:48 | Connected standby | AC | 60 % | 19,851 mWh |
| 09:45:49 | Suspended | 60 % | 19,851 mWh | |
| 09:46:25 | Connected standby | AC | 59 % | 19,494 mWh |
| 09:46:25 | Active | AC | 59 % | 19,494 mWh |
| 2017-01-22 19:38:00 | Suspended | 59 % | 19,494 mWh | |
| 19:38:45 | Active | AC | 59 % | 19,494 mWh |
| 19:50:00 | Report generated | AC | 59 % | 19,494 mWh |
Battery usage
Battery drains over the last 3 days
| - | - | - | - | - |
|---|
Usage history
History of system usage on AC and battery
| 2017-01-14 | - | - | 4:18:11 | - | |
|---|---|---|---|---|---|
| 2017-01-15 | - | - | 23:59:59 | - | |
| 2017-01-16 | - | - | 23:59:59 | - | |
| 2017-01-17 | - | - | 23:59:59 | - | |
| 2017-01-18 | - | - | 23:59:59 | - | |
| 2017-01-19 | - | - | 23:59:59 | - | |
| 2017-01-20 | - | - | 23:57:53 | - | |
| 2017-01-21 | - | - | 23:59:59 | - |
Battery capacity history
Charge capacity history of the system's batteries
| 2017-01-14 | 33,212 mWh | 42,157 mWh |
|---|---|---|
| 2017-01-15 | 33,212 mWh | 42,157 mWh |
| 2017-01-16 | 33,212 mWh | 42,157 mWh |
| 2017-01-17 | 33,212 mWh | 42,157 mWh |
| 2017-01-18 | 33,212 mWh | 42,157 mWh |
| 2017-01-19 | 33,212 mWh | 42,157 mWh |
| 2017-01-20 | 33,212 mWh | 42,157 mWh |
| 2017-01-21 | 33,212 mWh | 42,157 mWh |
Battery life estimates
Battery life estimates based on observed drains
| 2017-01-14 | - | - | - | - | |
|---|---|---|---|---|---|
| 2017-01-15 | - | - | - | - | |
| 2017-01-16 | - | - | - | - | |
| 2017-01-17 | - | - | - | - | |
| 2017-01-18 | - | - | - | - | |
| 2017-01-19 | - | - | - | - | |
| 2017-01-20 | - | - | - | - | |
| 2017-01-21 | - | - | - | - |
Current estimate of battery life based on all observed drains since OS install
| Since OS install | - | - | - | - |
|---|
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.
Barb,
Thanks for escalating this. I can also now confirm on a friend's SP3 (we bought at the same time from the same place) that he has the same battery type and issue, although he's down to 70%/Not Charging.
We will be trying to remain patient and none of us are ready to throw the baby out with the bathwater just yet, I'm sure.
Chris
Bring it to a Microsoft store, even if it's not under warranty..
There is a Hardware or design flaw in some of them that the battery just simply does not charge any longer after a certain Firmware update that Microsoft pushed to it..
Whether or not they will admit it, it is a known issue.. and has caused issues for a lot of us (Surface owners)
I also tried this and pretty much dealt with "There isn't anything we can do. Here is a Surface Pro 4 with a coupon." - This is not a useful solution. I'm done with the Surface devices and will avoid ever owning one again. Unacceptable, period.
JG
JGWeeks replied on
I opted for the free service from my local MS store. They were clueless on the battery issues. They kept my SP3 for 5 business days. I had to call them to get a response. Shockingly, the technician informed me that I had a battery issue and during
the trouble-shooting, they had to erase all my data. They offered me a discounted x-box with the purchase of a new SP4 for my trouble. Then they further insulted me by offering to recover my data and put it on the new SP4 for an additional $1400. I thought
I was being punked... Turns out the technician was for real... When I stopped laughing, they offered me a $450 refurbished unit with a 60 day warranty. Good Luck!
Bring it to a Microsoft store, even if it's not under warranty..
There is a Hardware or design flaw in some of them that the battery just simply does not charge any longer after a certain Firmware update that Microsoft pushed to it..
Whether or not they will admit it, it is a known issue.. and has caused issues for a lot of us (Surface owners)
Split from this thread.
I have had this problem since feb this year with LGC battery the surface pro stopped working unless plugged in and it had lost a third of its battery capacity in 57 cycles
at first the battery icon would show 97% plugged in not charging and cut out any time i unplugged it
over the last 6 month that number has went down to 0
I have rarely used it and it is now down to 0% and not charging ,it still works plugged in but the ethernet freezes on the docking station after 30 mins
I have tried all the fixes over the last few months and also the simplo battery fix update yesterday and its no different
all I got from microsoft support was that it was battery failure and to pay £400 as it was 4 months out of warranty and get a refurbished unit with a 3 month warranty
