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

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  1. Anonymous
    2016-11-06T16:43:16+00:00

    Split from this thread.

    Has anyone seen this issue with SIMPLO batteries? My Surface has been stuck at 32/33% and is not charging. It dies immediately after unplugging the charger. Below is the battery report

    Installed batteries

    Information about each currently installed battery

    NAME X898289
    MANUFACTURER SIMPLO
    SERIAL NUMBER 1182670340
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 37,156 mWh
    CYCLE COUNT 195

    Usage history

    History of system usage on AC and battery

    2016-08-03 - 2016-08-10 8:44:24 16:08:07 14:32:31 0:00:01
    2016-08-10 - 2016-08-17 - - - -
    2016-08-17 - 2016-08-24 6:25:07 2:59:10 12:31:52 0:00:05
    2016-08-24 - 2016-08-31 6:36:08 10:54:33 11:21:33 0:25:28
    2016-08-31 - 2016-09-07 - - - -
    2016-09-07 - 2016-09-14 0:52:26 3:11:18 12:13:56 0:00:56
    2016-09-14 - 2016-09-21 3:04:17 9:41:40 23:39:37 10:46:43
    2016-09-21 - 2016-09-28 - - - -
    2016-09-28 - 2016-10-05 - - 592718:51:01 -
    2016-10-05 - 2016-10-12 - - 167:59:59 -
    2016-10-12 - 2016-10-19 - - 167:59:59 -
    2016-10-19 - 2016-10-26 - - 167:59:59 -
    2016-10-26 - - 23:59:59 -
    2016-10-27 - - 23:59:59 -
    2016-10-28 - - 23:59:59 -
    2016-10-29 - - 23:59:59 -
    2016-10-30 - - 23:59:59 -
    2016-10-31 - - 23:59:59 -
    2016-11-01 - - 23:59:59 -
    2016-11-02 - - 23:59:59 -
    2016-11-03 - - 23:59:59 -
    2016-11-04 - - 23:59:59 -

    Recent usage

    Power states over the last 3 days

    2016-11-05 20:00:26 Suspended 33 % 12,403 mWh
    20:06:15 Active AC 33 % 12,396 mWh
    20:12:00 Report generated AC 33 % 12,396 mWh

    This is pretty bad, it all but makes my surface unusable as a portable device which is my only use case for it.

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  2. Anonymous
    2016-11-03T13:33:52+00:00

    My surface fails in an attempted update every time I turn it on 

    0% not charging sometimes  100% not charging other times 

    wont work without power on any setting

    I think  the  error code 14 on the device manager embedded controller firmware  is stopping the updates

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  3. Anonymous
    2016-11-03T13:16:08+00:00

    I encountered two battery sudden deaths already.

    My surface just turned off without any notifications, not even battery saving mode.

    When I hooked the adapter and turned it on again the battery idicator was 0%.

    It is interesting that a update is always installing every time I reboot my surface from the sudden deaths.

    Below is my battery report, one can notice huge battery drops after the reboots.

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  4. Anonymous
    2016-11-03T00:26:11+00:00

    Split from this thread.

    Same here.

    My LGC LGC Battery has suddenly mysteriously stopped working.

    92% Plugged In Not Charging

    Cable Out ... everything shuts down.

    It really looks like a software/firmware issue.

    It is as though the SP3 doesn't think the battery is there ... even though you can get a battery report.

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  5. Anonymous
    2016-10-26T17:34:26+00:00

    Microsoft is selling the surface like a service, but some how inexplicably failed to learn the most basic thing about services, that your core audience is the foundation of your success.  Unless you have a complete monopoly, you have to take care of them.  Take apple which I hate to use as an example, they will charge you out of warranty repairs, but they're reasonably priced. 

    I went through the technicians with mine (the ones you have to pay just to talk to) and they were able to determine that the problem is beyond my control, but of course it's still 40-50% of the cost of the device to get a new exchange with a one month warranty just so I can have the same problem again. 

    If they do not fix this for us I will not buy another surface and I will do everything I can to spread my story.

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