I was just replying to the thread in general, and wasn't targeting you specifically when I expressed my disappointment, I hope it didn't come off as such.
Plugged in, not charging and if I unplug that AC adapter, it turns off
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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 | - | - | - | - |
|---|
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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Anonymous
2016-11-10T20:37:31+00:00 -
Barb Bowman 80,805 Reputation points MVP Volunteer Moderator2016-11-10T19:56:32+00:00 Community Moderators/MVP's are unpaid volunteers. I'm a customer, just like you.
And I feel exactly the same way.
>> Microsoft has handled this really quite poorly with no communication. and my faith in the hardware is shaken
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Anonymous
2016-11-10T19:00:34+00:00 Throwing this on the pile for what it's worth. Went to another site a month or so ago - Surface would not power up on battery. Plugged it into the wall and worked for an hour or so. Unplugged it to work in another part of the building, immediately died on unplugging it.
Wound up using a dell laptop to do that work. Did some digging that night, found about this issue and saw that my Surface was sitting at ~95% plugged in and not charging when in a dock or plugged into the AC adapter. Went through the battery trouble shooting steps on the MS site, no luck.
Called support, they didn't bill me $30 but did say it was $549 to replace the unit, which is a little over a year old. They were also fairly unhelpful, and couldn't seem to help me outside of reading their script. Declined, waited for any MS follow-up and installed the new, recent firmware - no change. Disappointed, will not buy anymore Surface products for our enterprise. I can accept that **** happens, but at the same time, Microsoft has handled this really quite poorly with no communication. and my faith in the hardware is shaken, we'll resume using Dell products who have been excellent in the past with warranty claims, and with some out of warranty work as well.
COMPUTER NAME SIMMONS-SURFACE SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3 BIOS 3.11.1550 06/30/2016 OS BUILD 14393.447.amd64fre.rs1_release_inmarket.161102-0100 PLATFORM ROLE Slate CONNECTED STANDBY Supported REPORT TIME 2016-11-10 13:28:25 Installed batteries
Information about each currently installed battery
NAME X883815 MANUFACTURER LGC-LGC SERIAL NUMBER 1176640772 CHEMISTRY LION DESIGN CAPACITY 42,157 mWh FULL CHARGE CAPACITY 29,906 mWh CYCLE COUNT 50 Recent usage
Power states over the last 3 days
2016-11-07 13:33:35 Active AC 80 % 23,894 mWh 13:34:19 Connected standby AC 80 % 23,894 mWh 15:01:50 Active AC 80 % 23,887 mWh 16:18:54 Connected standby AC 80 % 23,879 mWh 16:20:45 Active AC 80 % 23,879 mWh 16:44:21 Connected standby AC 80 % 23,879 mWh 2016-11-08 07:49:53 Active AC 80 % 23,788 mWh 10:20:05 Connected standby AC 79 % 23,773 mWh 10:22:16 Active AC 79 % 23,765 mWh 10:22:46 Connected standby AC 79 % 23,765 mWh 10:23:04 Active AC 79 % 23,765 mWh 10:49:02 Connected standby AC 79 % 23,765 mWh 10:54:56 Active AC 79 % 23,765 mWh 11:20:59 Connected standby AC 79 % 23,765 mWh 11:27:16 Active AC 79 % 23,758 mWh 11:42:30 Connected standby AC 79 % 23,758 mWh 11:47:24 Active AC 79 % 23,758 mWh 11:47:54 Connected standby AC 79 % 23,758 mWh 11:48:49 Active AC 79 % 23,758 mWh 13:19:57 Connected standby AC 79 % 23,750 mWh 13:23:32 Active AC 79 % 23,750 mWh 13:24:02 Connected standby AC 79 % 23,750 mWh 2016-11-09 08:43:29 Active AC 79 % 23,636 mWh 10:00:14 Connected standby AC 79 % 23,628 mWh 10:06:58 Active AC 79 % 23,628 mWh 10:39:24 Connected standby AC 79 % 23,628 mWh 10:47:03 Active AC 79 % 23,628 mWh 12:34:58 Connected standby AC 79 % 23,613 mWh 15:20:40 Active AC 79 % 23,598 mWh 16:42:06 Connected standby AC 79 % 23,590 mWh 2016-11-10 00:14:00 Suspended 79 % 23,590 mWh 00:17:58 Active AC 79 % 23,552 mWh 00:28:01 Connected standby AC 79 % 23,552 mWh 12:16:39 Active AC 79 % 23,484 mWh 12:27:11 Connected standby AC 79 % 23,484 mWh 12:28:28 Active AC 79 % 23,484 mWh 13:17:59 Suspended 79 % 23,484 mWh 13:23:02 Active AC 78 % 23,476 mWh 13:23:02 Report generated AC 78 % 23,476 mWh -
Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
2016-11-10T17:30:02+00:00 Sonny/Everyone:
I’ve been trying to get clarifications on almost a daily basis since this all started, so 1-5 are unofficial synopsis of what I was told by a Surface contact. #6, MS wants you to contact support, plus my opinion of how this has gone for others.
- The first fix was for Simplo only – and for capacity dropping at a high rate – leading to only a few minute’s battery or even an auto shutdown. It was before LGC issues surfaced (pun intended).
2. The fix this week (11/7) was the same as the initial one but extended to cover the above identical specific situation for LGC batteries as well
- I don’t honestly know if Microsoft is investigating other battery issues and I am not getting responses to my inquiries asking for that information. I personally have an LGC that reports actual battery capacity larger than design capacity. Who knows.
- If you install the firmware update, after you reboot, you would see a progress bar showing the thing installing. If you don’t get that progress bar, the update did not apply successfully. If you reboot 3 times, the update will stop attempting to apply until it’s rearmed. Rearming = In device manager, find the embedded controller entry in the firmware node – delete it (leave files). Redetect hardware or go back to WU or the MSI to get it reoffered. That will rearm the capsule.
- In order to install successfully, the OS must *think* that the battery is at 40% charge or greater. I don’t know any way to trick the OS into doing this.
- The only other option right now is to contact support, pay the $29 to talk to someone and hope you get someone that can really trouble shoot. My opinion is that the support agents will just send you to the $450 out of warranty exchange and there’s no guarantee that you will receive a device that won’t develop issues after the short warranty on it expires (or has other problems).
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Anonymous
2016-11-10T15:19:04+00:00 Dave JohnC
was your surface working on battery power without the need for the power lead plugged in before this update ?