Surface Pro 3 battery degradation

Anonymous

I've been using Microsoft Surface Pro 3 for a year, and shortly after the warranty expired I noticed my Surface Pro 3 can only last about 1-2 hours after a full charge. At first I thought this was a problem with background process draining the battery so I disabled everything running in the background. It didn't helped. Then I found out about the powercfg utility and run powercfg /batteryreport on it, and this was the result:

A full charge capacity has degraded by over 80% in just few weeks and continue degrading. I tried to "recalibrate" the battery by doing full charge then full drain multiple times, and it didn't helped. Talk with Microsoft via chat support and they insist this was a software problem and reinstalled the driver and asked me to wait few days to see if things improve. Not only it didn't improved, but now my Surface can only last 30 minutes.

Few days after chat (today), I called Microsoft support and they were being extremely unhelpful. Insist that this was a software problem (which the chat support person already did) and it's "perfectly normal" for battery capacity to degrade. I insist that I've already done the software "fixes" and it didn't work and tell them this is definitely hardware problem, but the person on the phone tell me there's nothing I could do except to order the out of warranty exchange (which cost about $560 in my local currency).

Is there anything else I should do? My country has no Microsoft Store which I could take the machine for them to take a look. Phone/online support were the only option, and none of them could understand the issue.

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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Answer accepted by question author

Anonymous

Hello everyone,

Thanks for your continued patience here. We have now completed our testing of the update and it has passed our quality assurance process.

The update, “System Firmware Update - 8/29/2016”, is now available to install from Windows Update.

Before installing this update, ensure that your Surface Pro 3 is plugged directly in to AC power using the standard AC power adapter (do not use the Surface Docking Station), disconnect any USB devices or external monitors, and check that Windows shows a 40% charge or greater when you hover over the icon in the taskbar before you begin.

Once you install the update, please select Restart now (do not shutdown). After your Surface restarts, please manually restart it a second time to complete the process. For more information, please see our Surface Pro 3 Battery FAQ article.

If you’re having trouble charging your Surface, you get a low-battery error, or your Surface turns off when you unplug it, the steps in our Surface battery won’t charge article can help you pinpoint the problem. Should you need any further assistance, please contact us.

Thanks again.

Greg

Updated 8/29/16.

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1,459 additional answers

Anonymous

2016-10-19T11:36:32+00:00

Dear Barb,

Yes, the updates of the August that solve the "Simplo Battery capacity decrease" issue has been updated successfully.

I already rundown the battery many times. (Even let it shut down by it's own.)

Thank you,

Nirut Yongsithikorn
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Anonymous

2016-10-19T10:42:28+00:00

if the August 29 firmware update shows as successfully installed in

settings/updates/installed updates, then this is a different issue than the ones

I think MS is tracking.

If it IS installed successfully, do you do a complete battery rundown (unplug,

undock and leave the Surface on until it runs out of battery on its own) and

then recharge for 4 hours) at least twice?

>>NAME X898289

>>MANUFACTURER SIMPLO
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Anonymous

Dear Barb,

Thank you, for your reply.

Of course, it's "Simplo".

Battery report

COMPUTER NAME	SURFACEPRO3
SYSTEM PRODUCT NAME	Microsoft Corporation Surface Pro 3
BIOS	3.11.1550 06/30/2016
OS BUILD	14393.321.amd64fre.rs1_release_inmarket.161004-2338
PLATFORM ROLE	Slate
CONNECTED STANDBY	Supported
REPORT TIME	2016-10-19 08:04:43

Installed batteries

Information about each currently installed battery

NAME	X898289
MANUFACTURER	SIMPLO
SERIAL NUMBER	1181752836
CHEMISTRY	LION
DESIGN CAPACITY	42,157 mWh
FULL CHARGE CAPACITY	38,296 mWh
CYCLE COUNT	261

Recent usage

Power states over the last 3 days

2016-10-16 08:32:00	Active	AC	102 %	39,246 mWh
09:44:55	Connected standby	AC	102 %	39,246 mWh
10:29:04	Active	AC	102 %	39,246 mWh
2016-10-17 07:49:12	Active	Battery	102 %	39,246 mWh
07:49:25	Connected standby	Battery	102 %	39,246 mWh
08:19:25	Suspended		102 %	39,246 mWh
09:55:18	Active	Battery	100 %	39,246 mWh
10:16:30	Connected standby	Battery	91 %	35,659 mWh
10:46:29	Suspended		91 %	35,591 mWh
10:49:27	Connected standby	Battery	90 %	35,378 mWh
10:49:27	Active	Battery	90 %	35,378 mWh
11:06:31	Connected standby	Battery	87 %	34,253 mWh
11:19:18	Active	Battery	87 %	34,208 mWh
11:19:38	Connected standby	Battery	87 %	34,154 mWh
11:25:22	Active	Battery	87 %	34,116 mWh
11:27:02	Connected standby	Battery	86 %	33,919 mWh
11:27:52	Active	Battery	86 %	33,904 mWh
11:34:59	Connected standby	Battery	85 %	33,341 mWh
11:35:01	Active	Battery	85 %	33,341 mWh
11:49:02	Connected standby	Battery	82 %	31,996 mWh
12:39:32	Suspended		81 %	31,753 mWh
12:40:07	Connected standby	Battery	81 %	31,608 mWh
12:40:07	Active	Battery	81 %	31,608 mWh
12:57:29	Connected standby	Battery	72 %	28,090 mWh
13:27:29	Suspended		71 %	28,014 mWh
13:41:28	Connected standby	Battery	71 %	27,831 mWh
13:41:28	Active	Battery	71 %	27,831 mWh
13:41:28	Connected standby	Battery	71 %	27,831 mWh
13:43:04	Active	Battery	71 %	27,816 mWh
14:25:10	Connected standby	Battery	56 %	21,956 mWh
14:25:26	Active	Battery	56 %	21,941 mWh
14:29:47	Connected standby	Battery	55 %	21,637 mWh
14:59:47	Suspended		55 %	21,516 mWh
23:32:33	Connected standby	Battery	83 %	32,604 mWh
23:32:33	Suspended		83 %	32,604 mWh
23:33:40	Active	AC	84 %	32,794 mWh
23:34:33	Active	Battery	84 %	32,878 mWh
23:34:39	Active	AC	84 %	32,870 mWh
23:51:54	Connected standby	AC	91 %	35,644 mWh
23:56:40	Active	AC	93 %	36,305 mWh
2016-10-18 01:03:00	Suspended		99 %	38,798 mWh
01:09:45	Active	AC	100 %	38,798 mWh
07:37:00	Active	Battery	100 %	38,798 mWh
07:37:05	Connected standby	Battery	100 %	38,798 mWh
08:07:05	Suspended		100 %	38,798 mWh
08:11:18	Connected standby	Battery	100 %	38,798 mWh
08:11:18	Active	Battery	100 %	38,798 mWh
08:15:16	Connected standby	Battery	100 %	38,798 mWh
08:29:20	Active	Battery	100 %	38,798 mWh
08:39:17	Connected standby	Battery	100 %	38,798 mWh
08:42:10	Active	Battery	100 %	38,798 mWh
09:47:21	Connected standby	Battery	81 %	31,426 mWh
09:48:04	Active	Battery	81 %	31,396 mWh
10:43:25	Suspended		63 %	24,540 mWh
2016-10-19 07:59:51	Connected standby	Battery	100 %	38,296 mWh
07:59:51	Suspended		100 %	38,296 mWh
08:00:26	Connected standby	Battery	100 %	38,296 mWh
08:00:26	Active	Battery	100 %	38,296 mWh
08:00:26	Report generated	Battery	100 %	38,296 mWh

Battery usage

Battery drains over the last 3 days

2016-10-17 07:49:12	Active	0:00:12	-	-
07:49:25	Connected standby	0:30:00	-	-

09:55:18	Active	0:21:12	9 %	3,587 mWh
10:16:30	Connected standby	0:29:59	-	68 mWh

10:49:27	Connected standby	0:00:00	-	-
10:49:27	Active	0:17:04	3 %	1,125 mWh
11:06:31	Connected standby	0:12:47	-	45 mWh
11:19:18	Active	0:00:19	-	54 mWh
11:19:38	Connected standby	0:05:44	-	38 mWh
11:25:22	Active	0:01:39	1 %	197 mWh
11:27:02	Connected standby	0:00:50	-	15 mWh
11:27:52	Active	0:07:06	1 %	563 mWh
11:34:59	Connected standby	0:00:01	-	-
11:35:01	Active	0:14:00	3 %	1,345 mWh
11:49:02	Connected standby	0:50:29	1 %	243 mWh

12:40:07	Connected standby	0:00:00	-	-
12:40:07	Active	0:17:22	9 %	3,518 mWh
12:57:29	Connected standby	0:29:59	-	76 mWh

13:41:28	Connected standby	0:00:00	-	-
13:41:28	Active	0:00:00	-	-
13:41:28	Connected standby	0:01:36	-	15 mWh
13:43:04	Active	0:42:05	15 %	5,860 mWh
14:25:10	Connected standby	0:00:15	-	15 mWh
14:25:26	Active	0:04:21	1 %	304 mWh
14:29:47	Connected standby	0:30:00	-	121 mWh

23:32:33	Connected standby	0:00:00	-	-

23:34:33	Active	0:00:06	-	8 mWh

07:37:00	Active	0:00:05	-	-
07:37:05	Connected standby	0:30:00	-	-

08:11:18	Connected standby	0:00:00	-	-
08:11:18	Active	0:03:57	-	-
08:15:16	Connected standby	0:14:04	-	-
08:29:20	Active	0:09:56	-	-
08:39:17	Connected standby	0:02:53	-	-
08:42:10	Active	1:05:11	19 %	7,372 mWh
09:47:21	Connected standby	0:00:42	-	30 mWh
09:48:04	Active	0:55:20	18 %	6,856 mWh

2016-10-19 07:59:51	Connected standby	0:00:00	-	-

08:00:26	Connected standby	0:00:00	-	-
08:00:26	Active	0:00:00	-	-

Usage history

History of system usage on AC and battery

2016-08-08 - 2016-08-15	3:24:17	33:29:19	10:37:39	14:17:53
2016-08-15 - 2016-08-22	5:33:47	9:42:38	1:28:38	0:15:00
2016-08-22 - 2016-08-29	5:21:03	9:18:24	3:06:35	-
2016-08-29 - 2016-09-05	6:07:12	31:16:32	30:03:15	12:37:50
2016-09-05 - 2016-09-12	4:13:34	7:04:25	21:36:38	19:02:18
2016-09-12 - 2016-09-19	15:38:20	4:40:35	51:27:46	5:32:03
2016-09-19 - 2016-09-26	11:54:58	5:17:30	64:05:55	8:29:45
2016-09-26 - 2016-10-03	14:30:30	20:46:02	21:37:32	4:31:03
2016-10-03 - 2016-10-10	12:21:58	16:14:49	43:26:10	40:00:46
2016-10-10	1:24:12	1:23:48	7:44:52	-
2016-10-11	1:54:15	1:30:53	-	-
2016-10-12	3:05:26	1:03:57	-	-
2016-10-13	2:21:16	0:29:59	-	-
2016-10-14	1:09:19	1:03:20	-	7:48:59
2016-10-15	0:20:21	0:34:12	10:49:42	-
2016-10-16	-	-	23:15:27	0:44:08
2016-10-17	2:05:24	3:11:38	8:10:34	0:04:45
2016-10-18	2:14:26	0:47:38	7:30:07	-

Battery capacity history

Charge capacity history of the system's batteries

2016-08-08 - 2016-08-15	26,876 mWh	42,157 mWh
2016-08-15 - 2016-08-22	24,303 mWh	42,157 mWh
2016-08-22 - 2016-08-29	22,181 mWh	42,157 mWh
2016-08-29 - 2016-09-05	34,024 mWh	42,157 mWh
2016-09-05 - 2016-09-12	38,657 mWh	42,157 mWh
2016-09-12 - 2016-09-19	38,483 mWh	42,157 mWh
2016-09-19 - 2016-09-26	38,425 mWh	42,157 mWh
2016-09-26 - 2016-10-03	38,598 mWh	42,157 mWh
2016-10-03 - 2016-10-10	38,406 mWh	42,157 mWh
2016-10-10	38,573 mWh	42,157 mWh
2016-10-11	38,548 mWh	42,157 mWh
2016-10-12	38,220 mWh	42,157 mWh
2016-10-13	38,330 mWh	42,157 mWh
2016-10-14	38,482 mWh	42,157 mWh
2016-10-15	38,502 mWh	42,157 mWh
2016-10-16	38,502 mWh	42,157 mWh
2016-10-17	38,938 mWh	42,157 mWh
2016-10-18	38,819 mWh	42,157 mWh

Battery life estimates

Battery life estimates based on observed drains

PERIOD

2016-08-08 - 2016-08-15	3:25:52	417:04:16<br><br>4 % / 16 h	5:22:55	654:12:26<br><br>2 % / 16 h
2016-08-15 - 2016-08-22	3:35:42	85:08:07<br><br>19 % / 16 h	6:14:10	147:40:46<br><br>11 % / 16 h
2016-08-22 - 2016-08-29	3:18:28	87:50:34<br><br>18 % / 16 h	6:17:13	166:57:13<br><br>10 % / 16 h
2016-08-29 - 2016-09-05	2:31:57	316:53:27<br><br>5 % / 16 h	3:08:17	392:38:22<br><br>4 % / 16 h
2016-09-05 - 2016-09-12	6:23:28	336:20:24<br><br>5 % / 16 h	6:58:11	366:47:32<br><br>4 % / 16 h
2016-09-12 - 2016-09-19	4:18:32	102:43:03<br><br>16 % / 16 h	4:43:13	112:31:27<br><br>14 % / 16 h
2016-09-19 - 2016-09-26	5:41:06	221:29:41<br><br>7 % / 16 h	6:14:14	243:00:26<br><br>7 % / 16 h
2016-09-26 - 2016-10-03	4:02:33	218:06:54<br><br>7 % / 16 h	4:24:55	238:13:36<br><br>7 % / 16 h
2016-10-03 - 2016-10-10	5:00:48	178:50:31<br><br>9 % / 16 h	5:30:11	196:18:32<br><br>8 % / 16 h
2016-10-10	5:15:36	544:10:40<br><br>3 % / 16 h	5:44:55	594:44:24<br><br>3 % / 16 h
2016-10-11	5:13:04	231:42:15<br><br>7 % / 16 h	5:42:23	253:23:50<br><br>6 % / 16 h
2016-10-12	5:38:21	282:53:23<br><br>6 % / 16 h	6:13:12	312:01:48<br><br>5 % / 16 h
2016-10-13	5:36:43	277:35:57<br><br>6 % / 16 h	6:10:20	305:18:56<br><br>5 % / 16 h
2016-10-14	5:12:47	414:29:19<br><br>4 % / 16 h	5:42:39	454:04:19<br><br>4 % / 16 h
2016-10-15	3:55:55	71:57:16<br><br>22 % / 16 h	4:18:19	78:47:06<br><br>20 % / 16 h
2016-10-16	-	-	-	-
2016-10-17	4:54:50	195:32:25<br><br>8 % / 16 h	5:19:12	211:42:20<br><br>8 % / 16 h
2016-10-18	6:06:46	1027:15:56<br><br>2 % / 16 h	6:38:19	1115:35:56<br><br>1 % / 16 h

Since OS install

	4:41:12	247:11:13<br><br>6 % / 16 h		5:09:33	272:06:30<br><br>6 % / 16 h

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Anonymous

2016-10-18T20:07:40+00:00

My SP3 displays this same behavior with the fan... Also, if I launch a movie or YouTube the device will shut down hard. Good Luck
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