Surface Pro 3 battery degradation

Anonymous
2016-05-11T07:37:37+00:00

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.

Surface | Surface Pro | Power and battery

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.

0 comments
Answer accepted by question author
Anonymous
2016-07-26T21:31:16+00:00

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.

Was this answer helpful?

100+ people found this answer helpful.
0 comments

1,459 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2016-08-01T16:22:50+00:00

    My battery power looks like this:

    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 274 mWh

    I can keep it running as a desktop computer when it doesn't say 'not charging'. I can also run it on my portable DC battery pack.

    I have a feeling that when the battery report finally reads 0 mWh it will not run at all because it will need some battery to complete the circuitry, is that correct?

    Also, just been in touch with Microsoft who have said:

    Customer Service: Why not buy our Surface 3 or Surface Pro 4. We no longer have the Surface Pro 3

    Facebook Chat (when asked what the problem is and if they were going to do anything about it): Unfortunately I am unable to answer those questions for you. If you speak with our technicians they will be able to help answer them for you.

    Surface Technicians also can't help me. They say to try uninstalling the battery driver.

    Which doesn't work.

    So I'm on my own. I hope the Surface Pro 3 can still run when the batter says 0 mWh. If not I will buy a laptop (but not a Microsoft one!)

    That's my final say on the topic.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2016-08-01T16:16:03+00:00

    It was suggested that the battery drain might be a software issue and an update or patch could apply.  Is there any validity for this suggestion?

    https://answers.microsoft.com/en-us/surface/forum/surfpro3-surfhardware/surface-pro-3-battery-degradation/783f6a00-19ba-4dcf-a828-0ad87751e15a?auth=1

    Was this answer helpful?

    0 comments
  3. Anonymous
    2016-08-01T16:11:41+00:00

    I'm also having this issue with my Surface Pro 3.  The battery no longer holds a charge and to replace the battery, MS is asking for $450.00 for a device that is about two years old.

    It was suggested that the battery drain might be a software issue and an update or patch could apply.  Is there any validity for this suggestion?

    Here is a copy my Surface Pro 3 battery report.

    Thank you for your anticipated assistance.

    Robert

    Was this answer helpful?

    0 comments
  4. Anonymous
    2016-08-01T15:53:23+00:00

    Greg/MSFT... Add me to the list. Here's my battery report

    Battery report

    COMPUTER NAME XXXXXXXXXXXXXXXX
    SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
    BIOS 3.11.1450 05/27/2016
    OS BUILD 14393.0.amd64fre.rs1_release.160715-1616
    PLATFORM ROLE Slate
    CONNECTED STANDBY Supported
    REPORT TIME 2016-08-01 11:47:48

    Installed batteries

    Information about each currently installed battery

    NAME X898289
    MANUFACTURER SIMPLO
    SERIAL NUMBER 1163401732
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 1,178 mWh
    CYCLE COUNT 145

    Recent usage

    Power states over the last 3 days

    2016-07-29 12:10:00 Active AC 100 % 1,246 mWh
    13:00:22 Connected standby AC 100 % 1,246 mWh
    13:00:28 Connected standby Battery 100 % 1,246 mWh
    13:00:29 Active Battery 100 % 1,246 mWh
    13:00:34 Connected standby Battery 95 % 1,186 mWh
    13:02:29 Connected standby AC 90 % 1,125 mWh
    13:02:29 Active AC 90 % 1,125 mWh
    13:02:35 Connected standby AC 90 % 1,125 mWh
    13:02:45 Active AC 91 % 1,132 mWh
    14:14:00 Suspended 100 % 1,246 mWh
    2016-07-31 21:22:34 Active AC 100 % 1,178 mWh
    23:11:18 Connected standby AC 100 % 1,178 mWh
    23:23:00 Suspended 100 % 1,178 mWh
    2016-08-01 10:17:57 Active AC 95 % 1,117 mWh
    11:45:00 Report generated AC 100 % 1,178 mWh

    Battery usage

    Battery drains over the last 3 days

    2016-07-29 13:00:28 Connected standby 0:00:00 - -
    13:00:29 Active 0:00:05 5 % 60 mWh
    13:00:34 Connected standby 0:01:54 5 % 61 mWh

    Usage history

    History of system usage on AC and battery

    2016-06-10 - 2016-06-17 6:46:33 23:21:42 17:16:41 23:09:30
    2016-06-17 - 2016-06-24 4:02:48 18:22:42 40:29:00 24:22:18
    2016-06-24 - 2016-07-01 5:16:50 25:24:11 35:00:44 58:45:14
    2016-07-01 - 2016-07-08 1:38:33 9:26:34 34:52:45 95:51:39
    2016-07-08 - 2016-07-15 2:47:49 7:56:29 36:50:56 16:58:15
    2016-07-15 - 2016-07-22 2:27:47 6:37:26 48:58:52 22:14:04
    2016-07-23 - - 10:06:51 13:25:49
    2016-07-24 - - - -
    2016-07-25 0:01:24 0:30:26 6:43:54 0:57:53
    2016-07-26 0:01:35 0:08:30 10:04:52 0:18:07
    2016-07-27 0:00:03 0:00:03 7:58:47 0:16:00
    2016-07-28 0:01:53 1:18:37 8:18:05 0:04:47
    2016-07-29 0:00:05 0:01:52 4:49:13 0:10:42
    2016-07-30 - - - -
    2016-07-31 - - 1:48:43 0:11:41

    Battery capacity history

    Charge capacity history of the system's batteries

    2016-06-10 - 2016-06-17 21,896 mWh 42,157 mWh
    2016-06-17 - 2016-06-24 18,559 mWh 42,157 mWh
    2016-06-24 - 2016-07-01 14,273 mWh 42,157 mWh
    2016-07-01 - 2016-07-08 10,552 mWh 42,157 mWh
    2016-07-08 - 2016-07-15 7,459 mWh 42,157 mWh
    2016-07-15 - 2016-07-22 4,824 mWh 42,157 mWh
    2016-07-23 2,804 mWh 42,157 mWh
    2016-07-24 2,804 mWh 42,157 mWh
    2016-07-25 2,367 mWh 42,157 mWh
    2016-07-26 1,884 mWh 42,157 mWh
    2016-07-27 1,486 mWh 42,157 mWh
    2016-07-28 1,426 mWh 42,157 mWh
    2016-07-29 1,304 mWh 42,157 mWh
    2016-07-30 1,246 mWh 42,157 mWh
    2016-07-31 1,238 mWh 42,157 mWh

    Battery life estimates

    Battery life estimates based on observed drains

    2016-06-10 - 2016-06-17 3:00:15 40:48:51<br><br>39 % / 16 h 5:47:03 78:34:52<br><br>20 % / 16 h
    2016-06-17 - 2016-06-24 2:23:29 49:52:23<br><br>32 % / 16 h 5:25:55 113:17:16<br><br>14 % / 16 h
    2016-06-24 - 2016-07-01 2:01:34 35:57:59<br><br>44 % / 16 h 5:59:03 106:13:52<br><br>15 % / 16 h
    2016-07-01 - 2016-07-08 0:55:59 18:58:31<br><br>84 % / 16 h 3:43:41 75:48:36<br><br>21 % / 16 h
    2016-07-08 - 2016-07-15 0:54:01 16:26:41<br><br>97 % / 16 h 5:05:22 92:56:39<br><br>17 % / 16 h
    2016-07-15 - 2016-07-22 0:31:52 7:17:13<br><br>220 % / 16 h 4:38:36 63:40:53<br><br>25 % / 16 h
    2016-07-23 - - - -
    2016-07-24 - - - -
    2016-07-25 0:04:41 0:57:29<br><br>1670 % / 16 h 1:23:28 17:03:55<br><br>94 % / 16 h
    2016-07-26 0:04:27 0:11:27<br><br>8384 % / 16 h 1:39:55 4:16:19<br><br>375 % / 16 h
    2016-07-27 0:00:24 0:01:04<br><br>90000 % / 16 h 0:11:34 0:30:32<br><br>3144 % / 16 h
    2016-07-28 0:04:31 1:50:59<br><br>865 % / 16 h 2:13:53 54:41:25<br><br>29 % / 16 h
    2016-07-29 0:01:48 0:39:54<br><br>2406 % / 16 h 0:58:33 21:30:03<br><br>74 % / 16 h
    2016-07-30 - - - -
    2016-07-31 - - - -

    Current estimate of battery life based on all observed drains since OS install

    Since OS install 0:08:51 2:21:37<br><br>678 % / 16 h 5:16:53 84:28:32<br><br>19 % / 16 h

    Was this answer helpful?

    0 comments