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

Anonymous
2017-01-23T01:46:36+00:00

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 - - - -
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

225 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2016-10-13T03:58:40+00:00

    Split from this thread.

    Having same issues with my SP3, 18 months old out; not covered by warranty now. Battery is at 0%, sometimes not detected sometimes says plugged in but not charging. Downloaded the firmware 2x, refreshed and reinstalled surface pro 3 tools.

    Spoke with 2 techs, online and in store, both offered a replacement of 550C$+tax. for a USED UNIT AND 90 DAY WARRANTY. The techs pretended they didn't even know of this issues and replied with "thank you, I will forward this to management". Even when if Im able to decide what battery my used device will have, it will likely be some poor user that had the same issue that I will have after a few months with a replacement unit; thanks to internet searches and this forum.

    A replacement and this firmware is no help to this default of Microsoft. Asked to downgrade my device to a S3 and/or laptop; nope it's not possible. Thanks for robbing me Microsoft. I'll make sure to forward all of this throughout the internet. Buying a Mac now, as much as Im not a fan. Their customer support and quality is insured that my battery replacement will be replaced for $100.

    ADMIT YOUR MISTAKES MICROSOFT.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2016-10-11T21:53:46+00:00

    This does nothing to address the battery problem on the surface devices.  I'm on the insider program slow ring and haven't had an update that addresses this issue.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2016-10-11T18:06:02+00:00

    http://pureinfotech.com/kb3194798-windows-10-version-1607-14393-321/

    Microsoft is releasing cumulative update KB3194798 as part of another Patch Tuesday. The company is rolling out the update for PC and Mobile with a number of fixes that bumps Windows 10 to build 14393.321.

    According to the company, update KB3194798, addresses a number of issues, including fast battery drain issue and high processor usage on Windows 10 Mobile, and sign-in errors and app installation problems on Windows 10.

    New fixes and improvement for Windows 10 build 14393.321

    Here’s the complete list of changes for the new Patch Tuesday for Windows 10 version 1607:

    • Improved reliability of Bluetooth and storage file system.
    • Fixed issue causing printer drivers to not install correctly.
    • Addressed issue causing sign-in errors if a password is entered incorrectly or a new password doesn’t meet password complexity requirements.
    • Fixed problem that required users to logout and log back in before using the application they installed using the Windows installer (MSI).
    • Addressed issues with multimedia playback, revised daylight saving time, authentication, Internet Explorer 11, and Windows Shell.
    • Improved support for networks by adding new entries to the Access Point Name (APN) database.
    • Fixed problem that was causing excessive battery drain on Windows 10 Mobile when connected to Wi-Fi.
    • Addressed issue in which setting up both fingerprint and iris recognition sometimes causes the sign-in to fail on Windows 10 Mobile.
    • Fixed issue that was causing high CPU usage on Windows 10 Mobile.
    • Security updates to Microsoft Edge, Internet Explorer 11, Windows registry, and diagnostics hub.

    Windows 10 build 14393.321 (KB3194798) for PC and Mobile is available immediately. The new update will download and install automatically, but you can always force the update fromSettings > Update & security > Windows Update and clicking theCheck for updates button.

    Source Microsoft

    Was this answer helpful?

    0 comments
  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-10-11T18:05:32+00:00

    Windows Mobile is phone only, NOT Surface.

    Was this answer helpful?

    0 comments
  5. Deleted

    This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

    Comments have been turned off. Learn more