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
    2016-10-05T15:18:58+00:00

    It could be because the dock doesn't provide as much power as the AC adapter alone, but i find this unlikely.

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  2. Anonymous
    2016-10-05T15:21:37+00:00

    Microsoft, we need an update on the root cause of this issue and the progress for a potential fix. We have been dealing with a $1000+ paper weight for over a month now.

    Each passing day results in less and less confidence in your products. I was really considering a surface book purchase after my SP3 reaches EOL, but with support like this, I know that my money will be spent elsewhere

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  3. Anonymous
    2016-10-06T17:48:19+00:00

    I appear to be having the same problem with my SP3. Battery shows 63% available, not charging. Device turns off instantly upon unplugging. Battery report below (truncated due to space restrictions; can send full report if need be):

    NAME X883815
    MANUFACTURER LGC-LGC
    SERIAL NUMBER 1167006212
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 34,542 mWh
    CYCLE COUNT 411

    Recent usage

    Power states over the last 3 days

    2016-10-0500:05:33 Active AC 73 % 25,255 mWh
    00:14:03 Active Battery 73 % 25,255 mWh
    00:22:09 Connected standby Battery 69 % 23,894 mWh
    03:14:11 Suspended 54 % 18,810 mWh
    10:49:20 Connected standby Battery 53 % 18,453 mWh
    10:49:20 Active Battery 53 % 18,453 mWh
    11:12:22 Connected standby Battery 44 % 15,147 mWh
    11:39:03 Suspended 41 % 14,326 mWh
    13:09:16 Connected standby Battery 40 % 13,984 mWh
    13:09:16 Active Battery 40 % 13,984 mWh
    13:31:05 Active AC 29 % 10,085 mWh
    13:32:56 Connected standby AC 30 % 10,366 mWh
    14:34:37 Active AC 65 % 22,443 mWh
    16:38:35 Active Battery 67 % 23,005 mWh
    17:43:33 Active AC 41 % 14,030 mWh
    17:59:46 Connected standby AC 52 % 18,035 mWh
    18:00:31 Connected standby Battery 53 % 18,164 mWh
    18:00:32 Active Battery 53 % 18,164 mWh
    18:00:38 Connected standby Battery 53 % 18,172 mWh
    18:00:38 Active Battery 53 % 18,172 mWh
    18:00:43 Connected standby Battery 53 % 18,172 mWh
    18:21:29 Suspended 50 % 17,427 mWh
    2016-10-0609:45:28 Connected standby Battery 50 % 17,123 mWh
    09:45:28 Active Battery 50 % 17,123 mWh
    09:45:50 Active AC 49 % 17,016 mWh
    09:49:03 Connected standby AC 51 % 17,723 mWh
    10:32:52 Active AC 66 % 22,937 mWh
    10:33:27 Connected standby AC 67 % 23,005 mWh
    10:44:47 Active AC 67 % 23,150 mWh
    11:22:00 Active Battery 66 % 22,967 mWh
    11:44:15 Suspended 58 % 20,201 mWh
    12:12:59 Active AC 63 % 21,668 mWh
    13:20:00 Suspended 63 % 21,668 mWh
    13:24:03 Active AC 63 % 21,668 mWh
    13:40:00 Report generated AC 63 % 21,668 mWh

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  4. Anonymous
    2016-10-06T18:59:10+00:00

    Two weeks ago I reported problems with LGC battery.

    My wife has the Surface Pro 3 in a different state now,

    so I can't check the battery report, but she tells me

    that it started charging again yesterday! Don't know

    if this is an outlier, or MSFT tried to slip a fix out, but

    thought it was interesting that it would charge now....

    In fact, it's back to normal, acts like a tablet when not

    on the cord.....

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  5. Anonymous
    2016-10-06T19:10:21+00:00

    Lloyd!  I hope that you are right.  I will try an update a little later and report back as well.

    Note: The official silence is still unacceptable even if the fix is in the wild.

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