battery drains while using intensive software even when charging

Question

Hi, I have owned a surface pro 7+ for about 3/4s of a year. Its been great, however whenever I use a resource intensive app such as a game or piece of 3D software, the battery drains even when plugged in. There appears to be nothing wrong with the battery, I'm using the standard charger. I don't know what's causing it

Answer 1

fixed, the original charger doesn't bring enough power to sustain the device. Had to buy the surface dock 2.

Answer 2

Hi ERIN CUMISKEY,

It seems that the steps suggested did not help. To proceed further, we would like to request for the battery report suggested on our first response for us to also check on the status of the battery.

Hope to hear from you.

Kind regards,
Marrion

Answer 3

Hi ERIN CUMISKEY,

Thank you for reaching out to Microsoft Surface support. I understand that you are experiencing battery drain issues while using intensive software even when charging your Surface Pro 7+.

Firstly, it is important to note that using resource-intensive applications such as games or 3D software can cause the battery to drain faster than usual, even when the device is plugged in. This is because these applications require a lot of power to run, and the battery may not be able to keep up with the demand.

However, if you are experiencing excessive battery drain even when the device is plugged in, there may be some underlying issues that need to be addressed. Here are some possible causes and solutions:

1. Check the power source: Make sure that you are using the original charger that came with your Surface Pro 7+. Using a third-party charger or a charger that is not designed for your device may cause battery drain issues. Also, try plugging the charger into a different power outlet to ensure that the outlet is providing enough power.
2. Check the battery health: You can check the battery health of your Surface Pro 7+ by going to Settings > System > Battery > Battery health.
3. Close unnecessary applications: Make sure to close any unnecessary applications or background processes that may be running on your device. These applications can consume a lot of power and cause the battery to drain faster.
4. Adjust power settings: You can adjust the power settings on your Surface Pro 7+ to optimize battery life. Go to Settings > System > Power & sleep > Additional power settings. From here, you can choose a power plan that suits your needs or create a custom power plan.
5. Update device drivers: Make sure that all device drivers are up to date. Outdated drivers can cause performance issues and drain the battery faster. You can check for updates by going to Settings > Update & Security > Windows Update.

Additionally, try also checking for the Surface drivers' health through the Surface app and run the Surface Diagnostic Toolkit to run a system check and repair. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

If still the issue persists, try to generate a battery report of the device and share the report to us for us to also check on the battery status. To do this, follow these steps:

1. Open Command Prompt as Admin
2. Click Yes on the UAC prompt
3. Type this command below and hit Enter: powercfg /batteryreport
4. Open File Explorer and access the html file location given in the Command Prompt

Let me know how it goes.

Kind regards,

Marrion