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
    2016-11-11T00:05:34+00:00

    I've been tweeting to the surface team to try to give it more visibility on the social platforms.

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  2. Anonymous
    2016-11-10T23:57:26+00:00

    So - any advice on how we escalate this within Microsoft then? This thread, not to devalue the best intentions of those that have posted, clearly isn't working. There's a fair argument to describe the product now is not fit for purpose. I'm not up to speed with US law, but I'm pretty sure under UK and EU guidelines we can get a bit of legal muscle behind this. If I were to try and get some momentum, would others be interested in providing their evidence?

    I've emailed Satya (nicely, without a legal threat!). Not because I think he'll respond, nor read it, but because with a bit of luck someone within his executive response team might sit up and take notice.

    Here's hoping - I'll keep you posted.

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  3. Anonymous
    2016-11-10T23:56:25+00:00

    This has been a farce.

    Several weeks ago as far as i am aware everyone with LGC batteries was doing fine.

    I certainly was.

    Shazam ... update ... screwed the system.

    Sudenly battery is there ... 90% Not Charging .... and instant power shut down if AC removed.

    As far as I can see the same thing has happened .... not to a "few" as Microsoft like to keep saying but heaps of customers.

    All at the same time.

    So its not just a co-incidental hardware failure.

    Microsoft appears to have buggered our SP3s and are taking too long to fix them.

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  4. Anonymous
    2016-11-10T23:52:33+00:00

    yes this update did absolutely nothing to fix our issue of the battery not charging and instant death when unplugged. MS has simply ignored us and pushed through an update which didn't even address our problem and claimed that it fixed our issue.

    The worst part about this is that there are news site reporting that this "fix" has addressed our issue which it clearly has not.

    Once again we are met with radio silence while we sit with what is essentially a paperweight.

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  5. Anonymous
    2016-11-10T23:09:05+00:00

    Just installed the update, no success still got battery not charging and if unplugged instant death. Didn't install with dock or anything connected

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