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.

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  1. Anonymous
    2017-05-18T13:34:14+00:00

    I opted for the free service from my local MS store.  They were clueless on the battery issues.  They kept my SP3 for 5 business days.  I had to call them to get a response.  Shockingly, the technician informed me that I had a battery issue and during the trouble-shooting, they had to erase all my data.  They offered me a discounted x-box with the purchase of a new SP4 for my trouble.  Then they further insulted me by offering to recover my data and put it on the new SP4 for an additional $1400.  I thought I was being punked...  Turns out the technician was for real...  When I stopped laughing, they offered me a $450 refurbished unit with a 60 day warranty.  Good Luck!

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  2. Anonymous
    2017-05-18T13:00:51+00:00

    Did it work? Does anyone know where i can find microsoft offices in perth?

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  3. Anonymous
    2017-05-18T12:55:41+00:00

    My SP3 has since "died". I took it to ghe MS Store near my home and was told the battery issue is "very isolated". I have a hard time believing this given the number of comments on this forum. Like other responders, I am not in a position to buy anything at this time which really puts me in a bad spot. MS store personnel offered me a free cleanup and diagnostic review and quoted a 48-hour turn around.

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  4. Anonymous
    2017-05-18T12:44:40+00:00

    What can we do about this thing? Its totally unfair for microsoft to be selling such useless devices, i paid a lot of money for this, i would have rather bought an imac then buying this **** that hasnt even lasted me that long. 

    Welcome to the Forum!  

    Paid  ~$1500 with keyboard and screen protector.  I had about 15 months of good battery life from the initial purchase.   My SP3 has been useless since July 2016...  I recommend that if you are dumb enough to buy a MS device, then factor in the cost of an extended warranty for the length of term that you expect the device to work... LOL

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  5. Anonymous
    2017-05-18T12:04:25+00:00

    Mine doesnt turn in now at all. I cant even afford to buy a new one now and i'm even stuck doing my online course.

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