Plugged in, charging (won't run on battery)

If the battery shows Plugged in, charging but the device still shuts off when unplugged, use this Surface troubleshooting path:

1. Check basic charging conditions
   • Try a different power 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 accessories that use a lot of power.
   • Confirm the charger meets the charging requirements for the Surface model.
2. Check the battery icon state
   • If it shows Plugged in, charging with a lightning or power plug symbol, the device detects the power supply and is trying to charge.
   • Clean the charger connector pins:
     1. Unplug the power supply from the wall.
     2. Clean the pins on the connector with a pencil eraser.
     3. Clean the pins on the long narrow part of the charger with a cotton swab lightly wet with rubbing alcohol.
     4. Let the pins dry fully, then reconnect the charger.
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 after a few seconds, keep holding until the logo appears again.
4. Check updates in the Surface app
   • Open the Surface app.
   • Expand Help & support.
   • If updates are available, select Check for updates and install them.
   • Use Get help in the app to check for detected issues.
5. If the battery is still not usable when unplugged
   • If the battery icon shows a red X and the device turns off when unplugged, start a service request.
   • If the issue continues after the steps above, submit a service order or use in-person support if available.

• Surface battery won’t charge or Surface won’t run on battery
• Surface battery won’t charge or Surface won’t run on battery
• Surface battery won’t charge or Surface won’t run on battery
• Surface battery won’t charge or Surface won’t run on battery