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
    2016-09-15T01:29:20+00:00

    Thank you! Checkbox to delete the files worked. They appear to be more of a generic driver name, but no errors! 

    Unfortunately the battery still does not charge for me. 

    I had hopes this would, but i guess the battery is dead. (and no way to change it)

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  2. Anonymous
    2016-09-14T17:57:07+00:00

    Split from this thread.

    Barb,

    Thank you again for helping me and the others.

    I tried the Win10 recovery last night. I then let Windows update everything to current, even non Microsoft products checkbox.

    I still have errors on 3 of the 4 firmwares in Device Manager. Error code 14, wanting me to restart for them to finish.

    Also battery still says not charging and 0%.

    I have seen something, during boot up it appears to attempt to do the system update (assuming for the drivers above) because i see the progress bar moving.  It gets near the end and then the screen goes black and back to "Surface" like a normal boot.

    My theory is that the system update might need the battery to be above 0%, perhaps it goes off of A/C power for a split second, and because the battery is 0% the update abandons the install and just normal boots. But now the system is in a state where it cannot charge the battery because of the firmware errors, and cannot install the firmware because the battery is 0%.  From the battery report I posted earlier it shows it has capacity, I dont think there is anything wrong with the hardware from that perspective. Also AndyD is having the exact same issue.

    Anyway. Thank you for helping. Please let me know if you need any more information from me.

    -Henry

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  3. Anonymous
    2016-09-13T12:19:43+00:00

    Split from this thread.

    Thanks, Barb.

    I've also noticed from the Processes tab of Task Manager that my CPU generally seems to idle at around 30%. This seems high to me. Most of this seems split between a cron service (no idea that Windows had these), Desktop Window Manager, and System.

    Oh, and my battery icon has been showing 'Not charging' whether it's in the dock, on the charging cable, or running on battery, no matter what the percentage is shown.

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  4. Anonymous
    2016-09-09T18:29:15+00:00

    Barb,

    I will when I get home tonight, sure.  I think my battery has dipped down to 79 or 80, still "Not Charging".

    -Chris

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  5. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-09-09T12:47:47+00:00

    Shopliftin - can you post (another) batteryreport please?

    I've heard nothing this week at all from MS.

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