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
    2016-11-26T02:22:08+00:00

    Just to put my voice out there too, I'm having this same problem. For the past three weeks, my SP3 has been showing "99% not charging" on the battery icon, and it dies as soon as I unplug it. I Installed the firmware update with no problem, but there was no fix. I'm extremely disappointed in Microsoft's [lack of] response to everyone having this exact issue. I buy Microsoft because I think I'm buying quality, but if this is how they treat so many people with the same inexcusable condition, I may need to switch to company with not only quality products, but a quality software team and customer support team. Get your act and your reputation together, Microsoft!

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  2. Anonymous
    2016-11-27T22:59:06+00:00

    Split from this thread.

    Hi Greg,

    I spent a few hours this weekend installing the latest updates to my Surface Pro 3.  I confirmed in the update history that all updates were installed successfully and performed multiple restarts.  I wanted to let you know that the latest updates have NOT resolved my issues.  Here are the problems I am still experiencing:

    1 - Surface will not turn on without AC adapter connected.

    2 - Surface battery is stuck at 40%.  Surface will not charge the battery while on or off.  OS reports that it is plugged in but not charging.

    3 - Surface turns off immediately after unplugging AC adapter.

    Questions:

    1 - Is Microsoft aware of the above problems that I am experiencing?

    2 - Is Microsoft working on a fix or are they abandoning me and all others with these issues?

    3 - When can we expect a resolution?

    Thank you,

    Tom

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  3. Anonymous
    2016-11-28T11:54:11+00:00

    I am having the same exact problem and have been following the thread below:

    https://answers.microsoft.com/en-us/surface/forum/surfpro3-surfaccessories/plugged-in-not-charging-shuts-down-without-ac/d98b0461-e844-45fa-9e79-9ba6bd44298c?page=3&tm=1480332770292#LastReply

    My latest battery report since the update was posted with no fix - as you stated.

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  4. Anonymous
    2016-11-28T23:23:46+00:00

    My only problem is the battery cycles counter is inaccurate by a large margin.  It currently shows I have 610 cycles whereas I only  estimate to be about 200 cycles. 

    It's unpredictable, it was 599 cycles and jumped to 610 the next day

    I have the LG battery, so far no charging problem.  I can get about 6 hours of moderate use consisting of web browsing and movies, per charge when the screen is 50%

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  5. Anonymous
    2016-12-01T01:46:57+00:00

    My only problem is the battery cycles counter is inaccurate by a large margin.  It currently shows I have 610 cycles whereas I only  estimate to be about 200 cycles. 

    It's unpredictable, it was 599 cycles and jumped to 610 the next day

    I have the LG battery, so far no charging problem.  I can get about 6 hours of moderate use consisting of web browsing and movies, per charge when the screen is 50%

    I have noticed this since installing the August 30th Battery Fix.

    I was at under 70 cycles with about 18 months of usage.  Within a few weeks I was at 140.

    I'm now at 214.  

    18 months = 70 cycles

    3 months after "battery fix" = 144 cycles

    using Simplo battery

    https://answers.microsoft.com/en-us/surface/forum/surfpro3-surfperf/surface-pro-3-battery-cycle-count-after-battery/5a90728d-a542-426e-8b78-f4818f8b454f?rtAction=1480555315562

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