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 - - - -

If Microsoft won't issue the fix quickly then I am afraid that my battery will be dead soon. A week ago it still had a voltage of around 7.3v, now it has only 6.7v according to Hardware monitor tool (and other similar software).

MVP's/Community Moderators are unpaid volunteers. I don't have any updates nor can I get them from Microsoft.

Barb (and Greg), It would be very helpful to get updates from the MS team working on the issue. We users have to deal with a very frustrating issue on a daily basis (being tied to the power brick and the SP3 dying every time we bump the connector). If there could be timely updates every 2 or 3 days, it would help diffuse the frustration. Also it seems like there are multiple issues being reported in this thread from incorrect battery values being reported, low battery usage, to batteries reading decent values but not switching from AC to battery at all. Is it possible to begin making a lists of users having these issues and categorize them? it may be good to have a running tab to get an idea of just how many people are effected with these issues. or if you already started one, maybe displaying it on the thread from time to time.

If you bought it on 8/2, it isn't "a few weeks", it is over a month. You still could try to contact the vendor you bought it from in the UAE and arrange to return it to them for a refund but it is probably outside the return period. Or wait for Microsoft to issue a software fix as per Greg's reply http://answers.microsoft.com/message/d0df2017-ca73-412b-bd5c-74cc52317233?threadId=f314ffa2-5077-42ee-a726-8b71c731a22b

return it and repurchase. if you are in the US, go to a physical retail Microsoft store and exchange it. check which battery it has before you leave the store. Otherwise you will need to wait and see if/when Microsoft comes up with a software fix. Greg from MS posted a few days ago that MS is aware of the issue. No timeline for a fix was provided. >> I bought surface pro 3 few weeks ago. I bought this device from UAE and using it in Pakistan. I already tried to process online exchange but it says there are no offers for this problem. MS support center representative told me this problem comes under warranty. My warranty is valid upto 02/08/2017.

Plugged in, not charging and if I unplug that AC adapter, it turns off

Anonymous

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.

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225 answers

Anonymous

2016-09-25T07:30:58+00:00

If Microsoft won't issue the fix quickly then I am afraid that my battery will be dead soon.

A week ago it still had a voltage of around 7.3v, now it has only 6.7v according to Hardware monitor tool (and other similar software).
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Barb Bowman 80,805 Reputation points MVP Volunteer Moderator

2016-09-24T22:44:51+00:00

MVP's/Community Moderators are unpaid volunteers. I don't have any updates nor can I get them from Microsoft.
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Anonymous

2016-09-24T22:31:48+00:00

Barb (and Greg),

It would be very helpful to get updates from the MS team working on the issue. We users have to deal with a very frustrating issue on a daily basis (being tied to the power brick and the SP3 dying every time we bump the connector). If there could be timely updates every 2 or 3 days, it would help diffuse the frustration.

Also it seems like there are multiple issues being reported in this thread from incorrect battery values being reported, low battery usage, to batteries reading decent values but not switching from AC to battery at all.

Is it possible to begin making a lists of users having these issues and categorize them? it may be good to have a running tab to get an idea of just how many people are effected with these issues. or if you already started one, maybe displaying it on the thread from time to time.
Was this answer helpful?

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Barb Bowman 80,805 Reputation points MVP Volunteer Moderator

2016-09-24T13:33:23+00:00

If you bought it on 8/2, it isn't "a few weeks", it is over a month. You still could try to contact the vendor you bought it from in the UAE and arrange to return it to them for a refund but it is probably outside the return period. Or wait for Microsoft to issue a software fix as per Greg's reply http://answers.microsoft.com/message/d0df2017-ca73-412b-bd5c-74cc52317233?threadId=f314ffa2-5077-42ee-a726-8b71c731a22b
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Anonymous

2016-09-24T11:05:10+00:00

return it and repurchase. if you are in the US, go to a physical retail

Microsoft store and exchange it. check which battery it has before you leave the

store. Otherwise you will need to wait and see if/when Microsoft comes up with a

software fix. Greg from MS posted a few days ago that MS is aware of the issue.

No timeline for a fix was provided.

>> I bought surface pro 3 few weeks ago.

I bought this device from UAE and using it in Pakistan. I already tried to process online exchange but it says there are no offers for this problem. MS support center representative told me this problem comes under warranty. My warranty is valid upto 02/08/2017.
Was this answer helpful?

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