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
    2017-03-10T04:44:44+00:00

    yep, my LGC battery has been out of action since the firmware  update last year.

    Fixed Simplo and killed us.

    Maybe it had to be one or the other?

    and there were more Simplos, so they killed us to minimise the fallout, even though it's still pretty huge.

    if you ask me it tied in with the windows 10 upgrade as well.

    i can't understand why they can't provide an optional firmware downgrade to put as back where we were.

    i guess it would be because they would worry that a bunch of dumb **** simplos would accidentally downgrade and exacerbate the issue world wide.

    it would also be a huge reputation issue in that they would be admitting they screwed up and can't fix it.                

    shame me in you fix it.

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  2. Anonymous
    2017-03-10T04:20:31+00:00

    I have posted many times in the feedback and it is always ignored.. i am at university and i am really disapointed... some surface pro 3 users (lgc) have to sit near a plug... be in a lecture of 150 with 6 plugs and see how it works out or the people lucky to be with simlo i had one person i met in the libary who's bios was failing to install (device manager) and the keyboard wasnt registering when connected. couldnt be fixed and was told wait for an update or replace.

    Also would like to bring up i am on my third surface pro 4 pen and that one has died as well... will be just in a lecture pen will turn off .... okay battery flat i have tried every type of battery and not one of the pens will turn on.. i can write but buttons dead if i turn the pen to use the rubber it is 50/50 if it works..

    Talked with microsoft about their replacement pen failing and they came back with ."The surface pro we have registered waranty expired" yes i know it is a pro 4 pen that was added last time as this was a warrenty replacement and i own a pro 3 surface "sorry we can not provide warrenty-something along the line of if you want warrenty with the pens buy thorugh the surface store not through amazon" (Bought mine new off ebay and they took the paypal recipt as warrenty)... now will never buy another and i have a draw next to me with 2 dead pens and 1 dead on the top of my surface

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-03-09T18:52:50+00:00

    Speaking as a customer who owns a Surface Pro 3 (and not as a Community Moderator/MVP), there has been no indication anywhere in 7 months of posts (in multiple threads) regarding the issue of Surface Pro 3's no longer running at all on battery power (and needing to be plugged in to run at all) that Microsoft is investigating this issue.

    In fact, customers with this issue are mostly told to swap their devices and pay $450 US to do so since they are out of warranty.

    There are pages and pages of posts in various threads about this, and this is the first suggestion to use the Feedback App.

    This is more than an inconvenience. Surface tablets are purchased for portability. If they can't run on battery, they are useless to many people.

    We're sorry for the inconvenience, while were working on this issue, you may also post this issue on our Feedback App, on your Surface.

    Thank you!

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  4. Anonymous
    2017-03-09T16:27:02+00:00

    Yeah, don't bother.  You get as much response from MS there as you do here.

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  5. Anonymous
    2017-03-09T16:08:44+00:00

    We're sorry for the inconvenience, while were working on this issue, you may also post this issue on our Feedback App, on your Surface.

    Thank you!

    I would use the Feedback App on the Surface if it worked... Ha

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