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
    2016-09-26T16:54:27+00:00

    Hi Barb,

    I have the exact same problem and symptoms with my Surface Pro 3 which started today morning. My SIMPLO battery will not charge and if I pull the charge cable, it will shutdown completely. It worked fine last night, I cannot understand why is this happening, is hardware or firmware issue? I think it's firmware... Here are the battery details:

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  2. Anonymous
    2016-09-26T21:05:16+00:00

    Same problem as OP but started seeing symptoms about 1 year ago (August/September 2015), dismissed them as a minor bug with Windows 10 that would be fixed quickly.

    Since then here is what has happened.

    February 2016: Reported battery issue to MS after reinstalling Windows 10 since original symptoms were still present. Issue was that battery always showed as 99% charged, regardless if plugged in or on battery power. It would still recognize that it was plugged in (would show 99%, Charging) or not plugged in (would show 99%, not charging). Despite what was being displayed, the battery seemed to charge, although battery life seemed to have diminished, maybe 2-3 hours at best.  MS was unable to diagnose the problem and recommended a factory reset. I was unable to do this at the time since I needed the surface for work purposes.

    July 2016: Woke up one morning and the battery no longer held a charge. Would work normal when plugged in but would immediately shut down when the power cable was removed. There was an update that was installed overnight so the first thing I did was try and restore the surface to the pre-update state. Didn't work. I then backed up everything and performed the factory reset. Again nothing. I took the computer to a Microsoft store hoping to get better results in person, was told that it was a hardware problem and I would have to buy a new S3 for $650. When I asked what the problem was, nobody was able to give me an actual answer but kept pushing the replacement.

    Here is the battery report from today. looks pretty well the same as the one the Microsoft store ran back in August.

    Battery report

    COMPUTER NAME DESKTOP-9T6V95A
    SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
    BIOS 3.11.1550 06/30/2016
    OS BUILD 14393.187.amd64fre.rs1_release_inmarket.160906-1818
    PLATFORM ROLE Slate
    CONNECTED STANDBY Supported
    REPORT TIME 2016-09-26 18:13:51

    Installed batteries

    Information about each currently installed battery

    NAME X883815
    MANUFACTURER LGC-LGC
    SERIAL NUMBER 1153964292
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 41,344 mWh
    CYCLE COUNT 253

    Recent usage

    Power states over the last 3 days

    2016-09-23 18:28:33 Connected standby AC 99 % 41,124 mWh
    2016-09-24 12:58:59 Active AC 99 % 41,124 mWh
    13:03:04 Connected standby AC 99 % 41,124 mWh
    16:58:03 Active AC 99 % 41,124 mWh
    19:59:56 Connected standby AC 99 % 41,124 mWh
    2016-09-25 11:04:23 Active AC 99 % 41,124 mWh
    20:14:00 Suspended 99 % 41,124 mWh
    20:18:13 Active AC 99 % 41,124 mWh
    2016-09-26 18:09:57 Report generated AC 99 % 41,124 mWh

    Battery usage

    Battery drains over the last 3 days

    - - - - -

    Usage history

    History of system usage on AC and battery

    2016-09-11 - 2016-09-18 - - 5:36:18 162:14:01
    2016-09-19 - - - 23:59:56
    2016-09-20 - - - 23:59:56
    2016-09-21 - - - 23:59:57
    2016-09-22 - - 1:01:21 16:34:01
    2016-09-23 - - 0:20:42 23:38:14
    2016-09-24 - - 3:05:55 20:53:55
    2016-09-25 - - 12:51:13 11:04:19

    Battery capacity history

    Charge capacity history of the system's batteries

    2016-09-11 - 2016-09-18 41,344 mWh 42,157 mWh
    2016-09-19 41,344 mWh 42,157 mWh
    2016-09-20 41,344 mWh 42,157 mWh
    2016-09-21 41,344 mWh 42,157 mWh
    2016-09-22 41,344 mWh 42,157 mWh
    2016-09-23 41,344 mWh 42,157 mWh
    2016-09-24 41,344 mWh 42,157 mWh
    2016-09-25 41,344 mWh 42,157 mWh

    Battery life estimates

    Battery life estimates based on observed drains

    2016-09-11 - 2016-09-18 - - - -
    2016-09-19 - - - -
    2016-09-20 - - - -
    2016-09-21 - - - -
    2016-09-22 - - - -
    2016-09-23 - - - -
    2016-09-24 - - - -
    2016-09-25 - - - -

    Current estimate of battery life based on all observed drains since OS install

    Since OS install - - - -

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  3. Anonymous
    2016-09-27T00:19:15+00:00

    My scenario exactly, as well.

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  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-09-27T10:08:57+00:00

    is the August 29 firmware update installed?

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  5. Anonymous
    2016-09-28T08:16:22+00:00

    Hi Barb,

    Yes, It has updated the August 29 firmware on 30th August 2016.

    Ben

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