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
    2016-09-01T21:48:22+00:00

    Update

    I  used the reset this PC option today 

    Battery icon  now shows as 100% charged but still does not work without power cord

    and I still have the error code 14 on the device manager embedded controller firmware

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  2. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-08-31T17:57:56+00:00

    engineering is still looking at this and monitoring the thread.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-08-31T17:52:53+00:00

    I don't know. It would be easier to get someone to look at this if you undid the

    regedit and ran "normally"

    >>I was wondering if that on/off loop scenario affected the battery degrading it to 32%.

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  4. Anonymous
    2016-08-31T16:19:24+00:00

    Wildsoldier - yours is a different flavor (does it shut off immediately when you unplug it and when plugged in after being on battery does it ever report plugged in not charging and less than 100%).

    Trying to keep issues separate. It sounds like YOU have an issue where total capacity has diminished more than expected, but not critical (yet) like SIMPLO.

    Reference

    https://www.reddit.com/r/IAmA/comments/26m9cu/we_are_panos_panay_and_the_surface_team_at

    "The batteries on our Surface products are designed with some of the highest charge cycles for

    consumer electronic devices. This means that the battery can get charged daily (5 days a

    week) for over 4.5 years and still maintain 80% capacity." So you should be good to go for a

    very long time. "

    Need you to start a new thread "LGC, battery life not as stated expected and not as stated on Reddit".

    Repost your battery report there and you can copy the above screen shot and text that I added as well.

    DONE :)

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  5. Anonymous
    2016-08-31T16:12:47+00:00

    My mistake, sorry.  Just excited about a fix.

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