Battery Drains While Shutdown

Thank you very much for your time on this.

I'll try this tomorrow and let you know how it all goes - crosses fingers :)

Thanks again

All the best,Steven

So I factory reset my Pro4 and did the generic Windows update and it started to charge

Can you try the downloadable recovery image and see if the issue re-occurs?

Go to https://support.microsoft.com/en-us/surfacerecoveryimage   (with a different Windows computer if yours is not working properly)  and download a recovery image for your Surface. You will need a 16GB USB stick  formatted FAT32 (use a Windows computer). Use FULL format and not quick format and give the volume a name like surfboot.. There are full instructions and a

video at

https://support.microsoft.com/en-us/help/4023512/surface-creating-and-using-a-usb-recovery-drive#download

but below are quick instructions). Unzip/extract the recovery zip to the formatted USB stick and then-

To reset your Surface from a USB recovery drive:

Step 1:    Make sure your Surface is turned off and plugged in (hold down the power

button for 30 seconds).

Step 2:     Insert the USB recovery drive into the USB port on your Surface.

Step 3:    Press and hold the volume-down button while you press and release the

power button on your Surface.

Step 4:     When the Surface logo appears, release the volume button.

Step 5:    When prompted, select the language and keyboard layout you want.

Step 6:     Select Troubleshoot > Reset your PC.

If prompted for a recovery key, select Skip this drive at the bottom of the

screen.

Step 7:     Select the target operating system you wish to reset. This

refers to the current operating system installed on your Surface.

Step 8:    Select Yes, repartition the drives, and on the next page, select Next.

Step 9:     Choose Just remove my files.

Step 10:    Select Reset.

Surface restarts and the Surface logo displays while the reset process continues

(this can take a while).

Hello Karen and thanks for your note.

As can be seen, by this and quite a number of other related thread, there are quite a number of Surface Pro 4 users experiencing this problem. To date, there has been quite a lot of fault finding, tracking of power loss, and advice including ensuring updates are installed and settings checked -  all over a period exceeding one year. All of this effort has failed to resolve the issue; power loss whilst switched off and disconnected from AC persists.

I would be surprised if this issue was not one of the following:

• A firmware setting that maintains the Surface Pro in a hibernated state despite being forcibly shutdown
• A Windows setting, perhaps set to improve boot speed
• A firmware or Windows bug
• A common hardware issue with the Surface Pro 4 battery

It does not serve the community well to continue telling us to update our laptops. Instead, I (and I assume others) would value an MS representative ensuring that this matter was escalated to both Surface and Windows teams and that you keep us in the loop as to progress on its resolution.

As this issue Surface Pro 4 results in the platform being unable to perform in accordance with specifications and realistic expectations of the purchaser, the breadth of users experiencing the issue, and the time since this issue was first raised, I would think that the matter would receive the highest priority.

If your engineering team would like to investigate this issue using my Surface Pro please reach out. I would happily make it available as part of a concerted effort to resolve the matter.

Sincerley

Tim

Hello Tim923347 and LoriEvans1,

Thank you for reaching out Surface Community. We sincerely apologize for the misinformation by Lloyd. This is not a known issue for Surface Pro 4 Devices. There are several reasons why this is happening. It could be that there are pending updates on your Surface that were not installed. It could be that the drivers on your Surface are not updated that is why it won't work properly. 

Please follow the steps below:

1. Go to Settings > Update & Security > Windows Updates > Check for updates
2. From Device Manager, expand the Batteries category. Double-tap or double-click Microsoft ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK. Restart once done.
3. To make sure you got the latest drivers and firmware, please go to Download drivers and firmware for Surface and download the .msi file then restart.
   • If there's not an .msi file that corresponds to the build of Windows 10 you have installed, select the .msi file that's closest to your build number.
   • To find out which version and build of Windows you're using, select Start > Settings  > System  > About , then look under Windows Specifications to find your operating system version and OS build number. Tell us the Version and OS Build of your Surface Device in this thread as well.
4. Press and hold the power button for 20 seconds. Performing a Forced Shutdown is like removing the battery from a laptop or unplugging a desktop PC. It resets the hardware and clears all the cache and memory for your hardware.
5. Turn it back on and check the battery percentage or charge the device first until it gets 100% before shutting it down properly. We'll be asking a battery report via email after the observation in few days.

Please keep us posted.

Thanks,

Karen

I am just starting to have this problem as well. It is very frustrating. I didn't realize that this is an ongoing problem. When I inquired, they will replace the device (the whole surface) for 450! Okay, compared to what it cost, that's great. But, this is a problem that seems to happen right out of warranty... 

I think they need to replace the charger or the batteries for FREE - it seems to me that this should fall under the "recall" law of cars... 

Is this just another way that the tech giants are not being regulated and so they don't care...

I need to make some phone calls about this... I've barley used this computer until the last year regardless of the time that I've actually owned it...

Not good on this one , Microsoft. 

One, not happy, customer.