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.

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  1. Anonymous
    2016-10-26T15:54:57+00:00

    Most notable is the new battery life: Microsoft is promising up to 16 hours of battery life with the new Surface Book i7.

    :-)

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  2. Anonymous
    2016-10-26T15:38:12+00:00

    So why would anyone want to buy the new Surface products they just announced?

    Because it seems like MS doesn't actually care about these issues. Why would anyone pay $2k+ and then be stuck with a dead battery, and even if its replaced be stuck with yet another 'dead' battery down the road for the same inexplicable reason.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-10-22T10:30:25+00:00

    the firmware update was for SIMPLO batteries only. Microsoft has said nothing

    about the LGC issueS for a month and we don't know what issues they are even

    investigating at this point or if they are fixable.

    >> the battery issue was not resolved after the firmware update

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  4. Anonymous
    2016-10-22T08:59:36+00:00

    Split from this thread.

    I recently noticed that my SP3 is not able to charge past 75-80%. When I plug in the charger, my SP3 lets me know that it is charging, even calculating estimated time until complete charge, but then within a minute....the indicator changes to "not charging". From what I have been able to check, I have an LGC-LGC battery. Furthermore, the battery issue was not resolved after the firmware update. Below is the battery report.

    Battery report

    COMPUTER NAME
    SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
    BIOS 3.11.1550 06/30/2016
    OS BUILD 14393.0.amd64fre.rs1_release.160715-1616
    PLATFORM ROLE Slate
    CONNECTED STANDBY Supported
    REPORT TIME 2016-10-17 21:13:39

    Installed batteries

    Information about each currently installed battery

    NAME X883815
    MANUFACTURER LGC-LGC
    SERIAL NUMBER 1193090820
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 37,681 mWh
    CYCLE COUNT 132

    Recent usage

    Power states over the last 3 days

    2016-10-14 21:22:00 Connected standby Battery 78 % 29,572 mWh
    2016-10-15 08:17:12 Suspended 67 % 25,202 mWh
    09:27:59 Connected standby AC 68 % 25,551 mWh
    09:27:59 Active AC 68 % 25,551 mWh
    09:29:50 Suspended 69 % 25,817 mWh
    09:32:26 Active AC 70 % 26,212 mWh
    15:22:53 Connected standby AC 79 % 29,716 mWh
    16:04:39 Active AC 79 % 29,716 mWh
    16:05:09 Connected standby AC 79 % 29,716 mWh
    20:28:20 Active AC 79 % 29,716 mWh
    20:44:00 Suspended 79 % 29,716 mWh
    20:44:31 Active AC 79 % 29,716 mWh
    20:55:00 Suspended 79 % 29,716 mWh
    20:56:15 Active AC 79 % 29,716 mWh
    21:12:40 Connected standby AC 79 % 29,716 mWh
    2016-10-16 12:00:50 Active AC 79 % 29,716 mWh
    13:33:54 Active Battery 79 % 29,701 mWh
    13:34:00 Connected standby Battery 79 % 29,686 mWh
    13:34:02 Active Battery 79 % 29,678 mWh
    14:02:43 Connected standby Battery 68 % 25,673 mWh
    14:09:36 Active Battery 67 % 25,354 mWh
    14:11:19 Active AC 67 % 25,186 mWh
    17:29:07 Connected standby AC 78 % 29,435 mWh
    21:16:01 Active AC 78 % 29,435 mWh
    21:47:48 Active Battery 78 % 29,435 mWh
    21:48:00 Active AC 78 % 29,**** mWh
    2016-10-17 00:00:43 Connected standby AC 79 % 29,830 mWh
    00:47:12 Connected standby Battery 79 % 29,830 mWh
    00:47:12 Active Battery 79 % 29,830 mWh
    00:47:18 Connected standby Battery 79 % 29,807 mWh
    01:17:18 Suspended 78 % 29,556 mWh
    07:58:46 Connected standby Battery 78 % 29,252 mWh
    07:58:46 Active Battery 78 % 29,252 mWh
    08:38:16 Connected standby Battery 67 % 25,232 mWh
    09:08:15 Suspended 66 % 25,057 mWh
    09:20:57 Connected standby AC 67 % 25,247 mWh
    09:20:57 Active AC 67 % 25,247 mWh
    17:49:33 Active Battery 81 % 30,567 mWh
    17:50:01 Connected standby Battery 81 % 30,461 mWh
    17:50:03 Active Battery 81 % 30,461 mWh
    17:50:04 Connected standby Battery 81 % 30,461 mWh
    18:20:04 Suspended 80 % 30,164 mWh
    20:50:08 Connected standby Battery 79 % 29,830 mWh
    20:50:08 Active Battery 79 % 29,830 mWh
    21:12:26 Report generated Battery 61 % 23,172 mWh

    Battery usage

    Battery drains over the last 3 days

    2016-10-14 21:22:00 Connected standby 10:55:11 12 % 4,370 mWh
    13:33:54 Active 0:00:06 - 15 mWh
    13:34:00 Connected standby 0:00:01 - 8 mWh
    13:34:02 Active 0:28:41 11 % 4,005 mWh
    14:02:43 Connected standby 0:06:53 1 % 319 mWh
    14:09:36 Active 0:01:42 - 168 mWh
    21:47:48 Active 0:00:12 - 15 mWh
    00:47:12 Connected standby 0:00:00 - -
    00:47:12 Active 0:00:05 - 23 mWh
    00:47:18 Connected standby 0:30:00 1 % 251 mWh
    07:58:46 Connected standby 0:00:00 - -
    07:58:46 Active 0:39:29 11 % 4,020 mWh
    08:38:16 Connected standby 0:29:59 - 175 mWh
    17:49:33 Active 0:00:28 - 106 mWh
    17:50:01 Connected standby 0:00:01 - -
    17:50:03 Active 0:00:01 - -
    17:50:04 Connected standby 0:30:00 1 % 297 mWh
    20:50:08 Connected standby 0:00:00 - -
    20:50:08 Active 0:22:18 18 % 6,658 mWh

    Usage history

    History of system usage on AC and battery

    2016-08-08 - 2016-08-15 12:34:16 99:48:36 20:24:18 33:28:48
    2016-08-15 - 2016-08-22 2:46:37 51:42:13 8:46:18 16:19:45
    2016-08-22 - 2016-08-29 7:40:04 90:46:56 12:04:57 44:39:39
    2016-08-29 - 2016-09-05 4:03:44 92:19:03 0:44:47 34:06:23
    2016-09-05 - 2016-09-12 2:53:15 100:54:09 3:39:30 22:08:50
    2016-09-12 - 2016-09-19 5:07:06 35:39:26 5:32:12 42:51:24
    2016-09-19 - 2016-09-26 0:52:19 0:00:01 - -
    2016-09-26 - 2016-10-03 4:14:48 6:59:34 12:39:36 13:42:00
    2016-10-03 - 2016-10-10 4:24:36 15:01:34 18:35:43 21:42:34
    2016-10-10 0:00:25 0:30:37 9:18:42 3:45:56
    2016-10-11 0:12:09 0:57:47 6:44:43 11:02:11
    2016-10-12 1:53:11 1:54:36 6:24:27 9:45:47
    2016-10-13 1:08:33 2:35:11 7:23:46 1:33:24
    2016-10-14 0:44:51 7:54:04 4:46:34 1:40:26
    2016-10-15 - 8:17:09 6:35:14 7:52:10
    2016-10-16 0:30:40 0:06:54 7:34:28 15:47:36

    Battery capacity history

    Charge capacity history of the system's batteries

    2016-08-08 - 2016-08-15 37,681 mWh 42,157 mWh
    2016-08-15 - 2016-08-22 37,681 mWh 42,157 mWh
    2016-08-22 - 2016-08-29 37,681 mWh 42,157 mWh
    2016-08-29 - 2016-09-05 37,681 mWh 42,157 mWh
    2016-09-05 - 2016-09-12 37,681 mWh 42,157 mWh
    2016-09-12 - 2016-09-19 37,681 mWh 42,157 mWh
    2016-09-19 - 2016-09-26 37,681 mWh 42,157 mWh
    2016-09-26 - 2016-10-03 37,681 mWh 42,157 mWh
    2016-10-03 - 2016-10-10 37,681 mWh 42,157 mWh
    2016-10-10 37,681 mWh 42,157 mWh
    2016-10-11 37,681 mWh 42,157 mWh
    2016-10-12 37,681 mWh 42,157 mWh
    2016-10-13 37,681 mWh 42,157 mWh
    2016-10-14 37,681 mWh 42,157 mWh
    2016-10-15 37,681 mWh 42,157 mWh
    2016-10-16 37,681 mWh 42,157 mWh

    Battery life estimates

    Battery life estimates based on observed drains

    2016-08-08 - 2016-08-15 5:06:47 90:05:04<br><br>18 % / 16 h 5:43:13 100:47:07<br><br>16 % / 16 h
    2016-08-15 - 2016-08-22 4:10:37 80:06:43<br><br>20 % / 16 h 4:40:24 89:37:41<br><br>18 % / 16 h
    2016-08-22 - 2016-08-29 4:41:41 70:48:09<br><br>23 % / 16 h 5:15:09 79:12:47<br><br>20 % / 16 h
    2016-08-29 - 2016-09-05 4:50:08 181:07:16<br><br>9 % / 16 h 5:24:36 202:38:09<br><br>8 % / 16 h
    2016-09-05 - 2016-09-12 4:22:58 72:17:15<br><br>22 % / 16 h 4:54:12 80:52:27<br><br>20 % / 16 h
    2016-09-12 - 2016-09-19 5:01:57 100:54:58<br><br>16 % / 16 h 5:37:49 112:54:13<br><br>14 % / 16 h
    2016-09-19 - 2016-09-26 3:51:47 - 4:19:19 -
    2016-09-26 - 2016-10-03 4:51:45 82:45:21<br><br>19 % / 16 h 5:26:24 92:35:10<br><br>17 % / 16 h
    2016-10-03 - 2016-10-10 4:28:12 52:36:39<br><br>30 % / 16 h 5:00:04 58:51:37<br><br>27 % / 16 h
    2016-10-10 3:26:35 64:44:23<br><br>25 % / 16 h 3:51:07 72:25:48<br><br>22 % / 16 h
    2016-10-11 4:56:42 30:14:26<br><br>53 % / 16 h 5:31:57 33:49:58<br><br>47 % / 16 h
    2016-10-12 5:57:11 23:58:27<br><br>67 % / 16 h 6:39:37 26:49:19<br><br>60 % / 16 h
    2016-10-13 6:48:57 31:40:22<br><br>51 % / 16 h 7:37:32 35:26:07<br><br>45 % / 16 h
    2016-10-14 4:53:42 82:18:42<br><br>19 % / 16 h 5:28:35 92:05:21<br><br>17 % / 16 h
    2016-10-15 - 105:54:30<br><br>15 % / 16 h - 118:29:20<br><br>14 % / 16 h
    2016-10-16 4:34:56 13:15:06<br><br>121 % / 16 h 5:07:35 14:49:33<br><br>108 % / 16 h

    Current estimate of battery life based on all observed drains since OS install

    Since OS install 4:50:18 85:13:19<br><br>19 % / 16 h 5:24:47 95:20:42<br><br>17 % / 16 h

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  5. Anonymous
    2016-10-18T16:07:45+00:00

    Split from this thread.

    With out a doubt.  I am seeing the exact same issue on the SP3 with LGC battery.

    In fact, I have be contacted to try to fix another this afternoon.  My client is very upset.

    On the same SP3 I am also seeing that the battery is stuck at 45% and not charging.

    When plugging this same S3 into a docking station, the LED flashes on the docking station like it is trying to charge.  But, the SP3 is locked up.  I normally have to wait for it to apparently fail.  I can then take it out of and he dock, plug into a power adapter to recover it.

    I have reported this stuff many times.  Microsoft is ignoring the issue.

    As far as I am concerned the device is useless.  All of these defective SP3's should be recalled and replaced by Microsoft.

    I have had it with Microsoft embarrassing me with junk hardware, software, and bad support.

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