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
    2016-11-11T00:11:15+00:00

    It might be worthwhile trying to get it some press focus.

    Reputational and flow-on commercial damage might get some action.

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  2. Anonymous
    2016-11-11T00:22:39+00:00

    It actually has had press coverage, if you search on this you'll see there have been articles written about this.

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  3. Anonymous
    2016-11-11T17:05:53+00:00

    Split from this thread.

    Updated to 11/07/2016 firmware. Same problem persists. Battery 46% plugged in not charging. Device immediately turns off after removing charger.

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  4. Anonymous
    2016-11-12T01:41:35+00:00

    Split from this thread.

    To be more helpful to the people trying to fix this firmware.

    Recent usage

    Power states over the last 3 days

    2016-11-10 19:19:00 Suspended 58 % 23,636 mWh
    19:20:44 Active AC 58 % 23,628 mWh
    22:57:00 Suspended 58 % 23,628 mWh
    22:59:06 Active AC 58 % 23,606 mWh
    23:51:59 Suspended 58 % 23,606 mWh
    23:56:11 Active AC 58 % 23,598 mWh
    23:56:11 Suspended 58 % 23,598 mWh
    23:57:32 Active AC 58 % 23,598 mWh
    23:57:32 Suspended 58 % 23,598 mWh
    2016-11-11 00:02:02 Active AC 58 % 23,598 mWh
    00:02:02 Suspended 58 % 23,598 mWh
    00:03:38 Active AC 58 % 23,598 mWh
    00:13:14 Connected standby AC 58 % 23,598 mWh
    00:13:15 Suspended 58 % 23,598 mWh
    08:29:01 Connected standby AC 58 % 23,537 mWh
    08:29:01 Suspended 58 % 23,537 mWh
    10:04:44 Active AC 58 % 23,530 mWh
    14:36:57 Connected standby AC 58 % 23,492 mWh
    14:36:58 Suspended 58 % 23,492 mWh
    14:37:40 Connected standby AC 58 % 23,492 mWh
    14:37:40 Active AC 58 % 23,492 mWh
    15:51:55 Connected standby AC 58 % 23,484 mWh
    15:51:56 Suspended 58 % 23,484 mWh
    15:52:40 Connected standby AC 58 % 23,476 mWh
    15:52:40 Active AC 58 % 23,476 mWh
    2016-11-12 01:24:03 Suspended 58 % 23,476 mWh
    01:28:20 Active AC 58 % 23,476 mWh
    01:28:20 Suspended 58 % 23,476 mWh
    01:30:44 Active AC 58 % 23,476 mWh
    01:30:44 Suspended 58 % 23,476 mWh
    01:31:49 Active AC 58 % 23,476 mWh
    01:31:49 Suspended 58 % 23,476 mWh
    01:32:59 Active AC 58 % 23,476 mWh
    01:32:59 Report generated AC 58 % 23,476 mWh

    Before the update the firmware i couldnt see any mWh. Now the system can see the battery report but wont charge the battery. If i unplug the tablet the device shuts straight down. However now the device slowly loses charge. I have restarted my device 6 times after the firmware update, left on charge overnight but no luck with a working battery.

    For some reason the firmware installed twice (last night and 10 minutes ago).

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  5. Anonymous
    2016-11-18T01:38:25+00:00

    Split from this thread.

    I just wanted to chime in here. On my Surface Pro 3, Windows shows a battery level of 100% and says that it's plugged in but not charging. As soon as I unplug the charger, it shuts off and will not turn back on until I plug in the charger again. I took it to the Microsoft Store and they said my only option was to pay $450 to replace it. 

    Every time I reboot it attempts to install the firmware update, but it always fails. I assume it's because the battery will not charge to 40%.

    This is not okay, Microsoft.

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