Surface Pro 3: Internal clock stops when the battery dies

Anonymous
2014-08-16T13:54:40+00:00

Is there a separate internal battery for the internal clock in the SP3 running Windows 8.1? When the unit runs out of battery power and I don't notice (for example, the battery completely drains while in standby) when I plug the unit back in the clock still reads from when I last used it rather than the current time.

Is that normal?

Thanks!

Carlos

Surface | Surface Pro | Power and battery

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Anonymous
2014-08-21T00:05:49+00:00

Hi Carlos & Woodg,

I appreciate your comments and I can certainly understand the confusion. Please let me clarify my previous comment:

The Surface Pro 3 includes built-in functionality to prevent incorrect system times when the main battery is depleted.  If the troubleshooting I provided on Aug 16, 2014 fails to address the system time inconsistencies, please reach out to our Surface Assisted Support.

Any other questions or concerns, please don't hesitate to visit the Community!

Best Wishes,

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Anonymous
2014-08-17T02:45:05+00:00

Hi Carlos,

On behalf of the Microsoft Community, we thank you for taking the time to reach out and consult this issue. I gather from your post that after an unexpected shutdown the clock on your Surface Pro 3 won’t update automatically as it should. This is indeed irregular behavior, and as such, I understand your concern. I will do my best to help and clarify your doubts!

Please check the following:

  • Do you have all and latest Windows updates installed? This is very important, Please verify you do.
  • Does a full shut down and start allow the clock to return to accurate local time?  Have you tried adjusting the time manually?
  • What happens if you do not set the time to set automatically?  Does your manual correction of the time stay set?
  • Swipe for Charms> Settings> Change PC settings> Time and language> Date and time> Set time automatically> Off
  • Do you use any other Windows 8.x devices with the Microsoft account associated to Surface?
  • Try un-syncing the OneDrive settings: Swipe for Charms> Settings> Change PC settings> OneDrive> Sync settings> Sync your settings on this PC> Off

Additionally, please make sure that you have checked the box next to: "Synchronize with an Internet time server". Here is how:

  1. From the Desktop menu select the time and date at the bottom right corner.
  2. Tap on Change date and time settings...
  3. Select the "Internet Time" tab.
  4. Select Change Settings.
  5. Check the box next to "Synchronize with an Internet time server".
  6. Select Update now.
  7. Then select OK and OK.
  8. You can also try a different server by synchronizing it with the time.nist.gov server (instead of time.windows.com) and then select****Update now.
  • As a last step, try holding down the "Volume UP" and the "Power Button" at the same time for about 15 to 20 seconds.  It should do a reboot and if no activity, release and 'click' the power button one time.

If the issue persists after the previous steps, please consider performing a Refresh as shown in the article below:

We hope these steps prove useful! Keep us posted!

We are always here to help!

Best Wishes,

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  1. Anonymous
    2015-11-08T19:30:16+00:00

    Best Buy replaced mine with a brand new one a couple hours ago. It's busy doing all its updates, and hopefully at the end of everything, this one works without issue. I can't believe how much time I've spent on this. I should have known better than to keep fiddling when there's clearly a hardware issue. The clerk at Best Buy wanted me to talk to a Geek Squad rep so they could explain to me how to use the clock and time settings. I hard a hard time keeping my cool. I can't blame her I guess, as I'm a rather elderly lady, and don't look like I know much. So, I started into some technical jargon about capacitors, circuits, and NVRAM chips. A brand new SP3 suddenly appeared. Regardless, any issues with the new one, back it goes and that will be my first and last Surface Pro. I hope it's okay though, I really do like it, and it's $300 off right now as they're launching the SP4.

    I do have to wonder how many of these units are actually afflicted with the issue. I suppose some people wouldn't care, and simply resync the time when necessary. My little scheduled task did ensure the time was correct on login, but it's really just treating the symptom and not addressing the cause.

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  2. Anonymous
    2015-11-08T15:16:21+00:00

    My resolution was to return for a new device - and not through the Microsoft warranty program where they just give you someone else's broken device.  

    The new device has been working for quite a few months with no problem.  

    While I love the capabilites of the surface, and I usually run out and buy the newest and latest of the devices I use, I do not expect to buy another Surface (while tempted, I did not purchase a book or a 4)..  too many short and long term problems with the product.  

    Good luck!

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  3. Anonymous
    2015-11-08T13:08:49+00:00

    I contacted Microsoft and they decided the battery that powers the internal clock when the device is shutdown must be broken and unlike normal laptops this is built into the circuit board on a surface therefore it could not be repaired/replaced and therefore I got a full refund on the product.

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