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
    2016-10-06T23:30:45+00:00

    Lloyd, thank you but no dice.  I was hopeful after a handful of updates, all for Office came in tonight, my SP3 said it needed a reboot.  After the shutdown part, the SP3 hung on the "Surface" screen for almost 3 minutes.  I was thinking that something promising was going on, but no dice.  69% available (plugged in, not charging).

    Are we at that point?  Do we reach out to the attorneys that started the last one or another case against MS?

    Who among us want's to step forward as the "lead plaintiff"?  If we're going to do this, perhaps we should move to another location and collect email addresses.  I could set up a wordpress site to communicate among ourselves.  This will also likely require some grease to get it going, if there's enough interest here the perhaps we could PayPal donate to the most capable LP we can find.

    I don't know where jurisdiction would be, but perhaps the LP being closest to the forum would be beneficial, I'm really not sure.

    There is really significant enough financial harm done to a significant enough people over this battery issue.  Microsoft knows or should have known that the software/hardware combination would and has failed and they have not taken reasonable efforts to offer relief.

    This is beyond injunctive or declaratory relief and it would be reasonable to to seek 60% of the original purchase price since the units have failed at or around 40% of expected usable life.

    Anyone's thoughts?

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  2. Anonymous
    2016-10-11T16:02:19+00:00

    This is not just related to LGC Battery MFG, my Simplo Battery SP3 has the exact same issue.  Basically, if you bought an extended warranty and your warranty is not expired, you will get a refurbished SP3 with a 60 day warranty. But if your warranty has expired, then you will need to pay $450 US to get a refurbished SP3 with a 60 day warranty.  The lesson learned is always buy an extended warranty with the MS line of products... LOL  

    Battery report

    COMPUTER NAME DESKTOP-NMKML7N
    SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
    BIOS 3.11.1550 06/30/2016
    OS BUILD 14393.206.amd64fre.rs1_release.160915-0644
    PLATFORM ROLE Slate
    CONNECTED STANDBY Supported
    REPORT TIME 2016-10-11 12:11:47

    Installed batteries

    Information about each currently installed battery

    NAME X898289
    MANUFACTURER SIMPLO
    SERIAL NUMBER 1161107972
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 33,828 mWh
    CYCLE COUNT 36

    Recent usage

    Power states over the last 3 days

    2016-10-11 11:29:12 Active AC 61 % 20,801 mWh
    12:11:00 Report generated AC 61 % 20,801 mWh

    Battery usage

    Battery drains over the last 3 days

    - - - - -

    Usage history

    History of system usage on AC and battery

    2016-10-07 - - - -
    2016-10-08 - - - -
    2016-10-09 - - - -
    2016-10-10 - - - -

    Battery capacity history

    Charge capacity history of the system's batteries

    2016-10-07 33,828 mWh 42,157 mWh
    2016-10-08 33,828 mWh 42,157 mWh
    2016-10-09 33,828 mWh 42,157 mWh
    2016-10-10 33,828 mWh 42,157 mWh

    Battery life estimates

    Battery life estimates based on observed drains

    2016-10-07 - - - -
    2016-10-08 - - - -
    2016-10-09 - - - -
    2016-10-10 - - - -

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

    Since OS install - - - -

    Not much to see, since I have reset many times and usually I have to go thru an Auto Repair every boot, to get logged in.  Was 99%, not charging since July, now it 62% not charging since the updated firmware and degrading daily by about 2%.

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  3. Anonymous
    2016-10-11T16:25:22+00:00

    I should add that I have not been able to use my SP3 since July 2016.  This device was rarely used, maybe on the weekends, since I have an iPhone for email... and a work computer...

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  4. Anonymous
    2016-10-11T17:26:35+00:00

    Hi , A new Cumulative Update is available under number KB3194798 at 17 H 00 Gmt .

     I'm currently trying to download it and give you a feedback soon.

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  5. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-10-11T17:54:20+00:00

    has nothing to do with these battery issues at all.

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