New Computer not Charging

Kameron Moreno 0 Reputation points
2026-08-24T14:28:36.6+00:00

I recently bought an expensive computer from Microsoft and it was delivered about 3 days ago. It came with the battery on like 70% and I have been trying to charge it for the past 3 days and it has not worked. I restarted it, used my friends charger who has the same exact model as mine and it still does not charge. I thought it was the charger but it's something wrong with the computer.

Surface | Surface Pro | Power and battery
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  1. S.Sengupta 32,016 Reputation points MVP Volunteer Moderator
    2026-08-25T02:08:00.4866667+00:00

    Since:

    it arrived only about 3 days ago,

    the battery was around 70% on delivery,

    it has not charged at all for three days,

    you restarted it,

    and you tested it with a known-good charger from the exact same model,

    you should not spend more time troubleshooting or opening the device. Because it is essentially new, I would request a replacement or immediate warranty resolution, rather than accepting a repair if Microsoft's return/replacement window still applies.

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  2. AI answer

    2026-08-24T14:28:55.4+00:00

    Since restarting and trying another charger with the same model did not help, follow this Surface-specific path:

    1. Check the charging connection basics.
      • Try a different wall outlet.
      • Make sure all cable connections are secure.
      • If the Surface Connect power supply has a USB charging port, make sure nothing is plugged into it.
      • Disconnect any accessories that use a lot of power.
    2. Check the charger light and battery icon.
      • If using the Surface Connect port, the LED on the connector should be on when connected.
      • On the taskbar, check the battery icon status:
        • No charging symbol: remove the charging connector, flip it over, reconnect it, wait 10 minutes, and check again.
        • Plugged in, not charging: confirm the power supply meets the charging requirements for the Surface model, disconnect high-power accessories, then continue to step 4.
        • Exclamation symbol: Surface is getting power, but not enough to charge. Use the power supply designed for that Surface model, then restart from Start > Power > Restart.
        • Red X / Battery not detected: if the device turns off when unplugged, start a service request.
    3. Force a restart.
      • Select Start > Power > Shut down.
      • Wait a moment.
      • Press and hold the power button for 20 seconds.
      • If the logo appears earlier, keep holding until it appears again.
    4. Reinstall the battery driver.
      • Do not do this on Surface Pro X. On that device, uninstalling battery drivers can require a full system reset to restore them.
      • Plug in the Surface.
      • Open Device Manager.
      • Expand Batteries.
      • Open Microsoft Surface ACPI-Compliant Control Method Battery or Surface Battery.
      • On the Driver tab, select Uninstall device > OK.
      • Select the computer at the top of Device Manager.
      • Select Action > Scan for hardware changes.
      • Restart the Surface.
    5. Check for updates in the Surface app.
      • Open the Surface app.
      • Expand Help & support.
      • If updates are available, select Check for updates and install them through Windows Update.
    6. If charging through USB-C instead of Surface Connect:
      • Use the charger and cable that came with the device.
      • Make sure the charger is connected directly to the USB-C charging port, not through a hub or dock.
      • Clean the USB-C port with compressed air.
      • A charger or cable that does not meet the device power requirements can prevent charging.

    If the battery icon shows Battery not detected, or the Surface still will not charge after these steps, the next step is service. Microsoft lists self-repair, send-in repair, and in-person support options for Surface devices.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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