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
    2016-11-09T22:05:25+00:00

    Hello Barb,

    I use my SP3 in a dock during the day at my office. The November 7 update installed while the SP3 was docked.

    How can undo the firmware update so that I can re-apply the update according to the (apparently important) instruction:

    Note: Before installing this update, ensure that the Surface Pro 3 is plugged directly into AC power using the standard AC power adapter (do not use the Surface Docking Station), disconnect any USB devices or external monitors, and check that Windows shows a 40% charge or greater when you hover over the icon in the taskbar before beginning.

    I note on this page https://www.microsoft.com/surface/en-au/support/install-update-activate/pro-3-update-history?os=windows-10&=undefined that:

    • Firmware updates cannot be uninstalled or reverted to an earlier version.

    I would have thought that if the update had a prerequisite like being plugged in to AC power only, that it would check that condition before running. Especially if it can't be undone!

    Thanks,

    LBofS

    Was this answer helpful?

    0 comments
  2. Anonymous
    2016-11-09T15:39:18+00:00

    I have the same as you 100% fully charged  when i click on the battery icon

    except  I  have 3  different random battery messages when i hover over the battery icon  every time i reboot 

    and also I cant get the update to install it gets to about 90% then gives up 

    0% plugged in not charging

    plugged in not charging

    no battery detected

    Was this answer helpful?

    0 comments
  3. Anonymous
    2016-11-09T11:31:30+00:00

    Well, here's me just piling on I guess.  The update installed, uninterrupted as far as I could tell.  It took several automatic reboots to do so.

    And now, it appears that I have no battery.

    So, what's the next move?  

    It's almost a sad form of acceptance, I haven't used my SP3 in weeks, it just sits there with the power cord plugged in doing nothing.  I've been looking at alternatives, like the Yoga, just having trouble justifying the spend.  If this SP3 had a better power connection where a slight movement wouldn't cut the power it could be at the very least usable albeit anchored.

    For good measure, here's my battery report.

          Battery report

    COMPUTER NAME MYSP3
    SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
    BIOS 3.11.1550 06/30/2016
    OS BUILD 14393.351.amd64fre.rs1_release_inmarket.161014-1755
    PLATFORM ROLE Slate
    CONNECTED STANDBY Supported
    REPORT TIME 2016-11-09 06:11:22

    Installed batteries

    Information about each currently installed battery

    NAME -
    MANUFACTURER -
    SERIAL NUMBER -
    CHEMISTRY -
    DESIGN CAPACITY -
    FULL CHARGE CAPACITY -
    CYCLE COUNT -

    Recent usage

    Power states over the last 3 days

    2016-11-09 05:58:00 Suspended - -
    06:02:43 Active AC - -
    06:02:43 Suspended - -
    06:08:18 Active AC - -
    06:08:18 Report generated AC - -

    Battery usage

    Battery drains over the last 3 days

    - - - - -

    Usage history

    History of system usage on AC and battery

    2016-08-30 - 2016-09-06 - - 66:45:04 19:34:20
    2016-09-06 - 2016-09-13 - - 158:07:19 8:57:23
    2016-09-13 - 2016-09-20 - - 48:59:18 45:38:43
    2016-09-20 - 2016-09-27 - - 167:59:59 -
    2016-09-27 - 2016-10-04 - - 125:42:36 70:59:16
    2016-10-04 - 2016-10-11 - - 44:14:11 73:32:23
    2016-10-11 - 2016-10-18 - - 109:47:54 56:22:47
    2016-10-18 - 2016-10-25 - - 51:52:18 38:09:39
    2016-10-25 - 2016-11-01 - - 90:42:47 77:05:20
    2016-11-01 - - 23:59:59 -
    2016-11-02 - - 23:59:59 -
    2016-11-03 - - 23:59:59 -
    2016-11-04 - - 23:59:59 -
    2016-11-05 - - 23:59:59 -
    2016-11-06 - 2016-11-06 - - 24:59:59 -
    2016-11-07 - - 23:59:59 -
    2016-11-08 - - 23:59:59 -

    Battery capacity history

    Charge capacity history of the system's batteries

    2016-08-30 - 2016-09-06 39,611 mWh 42,157 mWh
    2016-09-06 - 2016-09-13 39,611 mWh 42,157 mWh
    2016-09-13 - 2016-09-20 39,611 mWh 42,157 mWh
    2016-09-20 - 2016-09-27 39,611 mWh 42,157 mWh
    2016-09-27 - 2016-10-04 39,611 mWh 42,157 mWh
    2016-10-04 - 2016-10-11 39,611 mWh 42,157 mWh
    2016-10-11 - 2016-10-18 39,611 mWh 42,157 mWh
    2016-10-18 - 2016-10-25 39,611 mWh 42,157 mWh
    2016-10-25 - 2016-11-01 23,022 mWh 24,502 mWh
    2016-11-01 - -
    2016-11-02 - -
    2016-11-03 - -
    2016-11-04 - -
    2016-11-05 - -
    2016-11-06 - 2016-11-06 - -
    2016-11-07 - -
    2016-11-08 - -

    Battery life estimates

    Battery life estimates based on observed drains

    2016-08-30 - 2016-09-06 - - - -
    2016-09-06 - 2016-09-13 - - - -
    2016-09-13 - 2016-09-20 - - - -
    2016-09-20 - 2016-09-27 - - - -
    2016-09-27 - 2016-10-04 - - - -
    2016-10-04 - 2016-10-11 - - - -
    2016-10-11 - 2016-10-18 - - - -
    2016-10-18 - 2016-10-25 - - - -
    2016-10-25 - 2016-11-01 - - - -
    2016-11-01 - - - -
    2016-11-02 - - - -
    2016-11-03 - - - -
    2016-11-04 - - - -
    2016-11-05 - - - -
    2016-11-06 - 2016-11-06 - - - -
    2016-11-07 - - - -
    2016-11-08 - - - -

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

    Since OS install - - - -

    Was this answer helpful?

    0 comments
  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-11-09T10:55:38+00:00

    See the post I made

    http://answers.microsoft.com/message/524201c4-2e40-40cb-a7cd-58e79bb755c1?threadId=7da6bf35-f17f-4bc2-a7a8-9fa345fd4607  -

    Greg posted an abbreviated version. There have been multiple issues reported in

    this thread and others and this update was documented to fix specifically:

    "Windows 10 & Windows 8.1

    •    Surface Pro Embedded Controller Firmware (v38.11.50.0) corrects an

    error that may occur on a limited number of Surface Pro 3 devices where the full

    charge capacity of the battery is misreported to the operating system and device

    firmware. This update corrects the firmware component that functions as the

    “fuel gauge” so that the battery capacity is accurately reported. See the

    Surface Pro 3 Battery FAQ for more information.

    "

    >>So this firmware update did nothing for me.

    Was this answer helpful?

    0 comments
  5. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-11-09T09:49:14+00:00
    Update for Surface Pro 3<br> <br><br> <br><br>Here is the summary of the update we’ve made in November for Surface Pro 3 devices:<br> <br><br><br> • Corrected a condition that causes the full charge capacity of the battery to be misreported to the operating system and device firmware<br> on some devices. <br> --- --- <br><br>Note: Before installing this update, ensure that the<br> Surface Pro 3 is plugged directly into AC power using the standard AC power adapter (do not use the Surface Docking Station), disconnect any USB devices or external monitors, and check that Windows shows a 40% charge or greater when you hover over the icon<br> in the taskbar before beginning. <br><br> <br><br>When you view the update history, this update will be listed as: <br><br><br> • System Firmware Update – 11/7/2016 <br> --- --- <br><br>The next ZIP and MSI files available on the Download Center will contain these drivers and any other updates that are released within the<br> next few weeks. Check the Surface IT Pro blog frequently for links to the following updates. We’ll also send an email when the MSI and ZIP files are available for download.<br> <br><br> <br><br>Windows 10 & Windows 8.1<br> <br><br>  <br><br> • Surface Pro Embedded Controller Firmware (v38.11.50.0) corrects an error that may occur on a limited number of Surface Pro 3 devices where<br> the full charge capacity of the battery is misreported to the operating system and device firmware. This update corrects the firmware component that functions as the “fuel gauge” so that the battery capacity is accurately reported. See the<br>Surface Pro 3 Battery FAQ for more information. <br> --- ---

    Was this answer helpful?

    0 comments