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Surface Pro 3 Plugged in and Not Charging.

Anonymous
2018-03-08T05:48:11+00:00

I have been researching this issue and I am thoroughly convinced it is a software issue.  I have the LGC battery, I LOVE my Surface Pro 3, I even worked for Microsoft for 22+ years and it pains me to realize that this device as good as it is can no longer hold a charge, and it spontaneously shuts off.  Is there a fix that I can apply that will bring my Surface Pro 3 back to "normal" life?  

Here is my battery report:

Battery report

COMPUTER NAME JOHNSSURFACEPRO
SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
BIOS 3.11.2150 04/26/2017
OS BUILD 16299.15.amd64fre.rs3_release.170928-1534
PLATFORM ROLE Slate
CONNECTED STANDBY Supported
REPORT TIME 2018-03-0721:07:29

Installed batteries

Information about each currently installed battery

NAME X883815
MANUFACTURER LGC-LGC
SERIAL NUMBER 1154947332
CHEMISTRY LION
DESIGN CAPACITY 42,157 mWh
FULL CHARGE CAPACITY 29,663 mWh
CYCLE COUNT 397

Recent usage

Power states over the last 3 days

2018-03-0421:41:00 Active AC 1 % 296 mWh
2018-03-0503:07:32 Connected standby AC 1 % 296 mWh
07:00:01 Active AC 1 % 296 mWh
07:01:01 Connected standby AC 1 % 296 mWh
07:45:01 Active AC 1 % 296 mWh
07:46:01 Connected standby AC 1 % 296 mWh
07:49:16 Active AC 1 % 296 mWh
08:29:43 Connected standby AC 1 % 296 mWh
08:29:44 Suspended 1 % 296 mWh
13:26:24 Connected standby AC 1 % 296 mWh
13:26:24 Active AC 1 % 296 mWh
2018-03-0601:04:48 Connected standby AC 1 % 296 mWh
01:04:55 Suspended 1 % 296 mWh
01:05:35 Connected standby AC 1 % 296 mWh
01:05:35 Active AC 1 % 296 mWh
09:19:00 Suspended 1 % 296 mWh
09:34:17 Active AC 1 % 296 mWh
09:34:17 Suspended 1 % 296 mWh
09:36:33 Active AC 1 % 296 mWh
2018-03-0721:07:29 Report generated AC - -

Battery usage

Battery drains over the last 3 days

- - - - -

Usage history

History of system usage on AC and battery

2018-01-03 - 2018-01-10 - - 167:59:59 -
2018-01-10 - 2018-01-17 - - 167:59:59 -
2018-01-17 - 2018-01-24 - - 167:59:59 -
2018-01-24 - 2018-01-31 - - 104:52:03 39:15:15
2018-01-31 - 2018-02-07 - - 26:12:58 67:33:53
2018-02-07 - 2018-02-14 - - 128:55:18 6:25:47
2018-02-14 - 2018-02-21 - - 129:17:13 37:30:34
2018-02-21 - 2018-02-28 - - 117:46:29 41:08:54
2018-03-01 - - 15:04:27 -
2018-03-02 - - 18:19:18 5:09:04
2018-03-03 - - 9:23:29 14:36:04
2018-03-04 - - 21:02:29 1:48:11
2018-03-05 - - 14:23:20 4:39:37
2018-03-06 - - 15:23:32 0:00:07

Battery capacity history

Charge capacity history of the system's batteries

2018-01-03 - 2018-01-10 29,663 mWh 42,157 mWh
2018-01-10 - 2018-01-17 29,663 mWh 42,157 mWh
2018-01-17 - 2018-01-24 29,663 mWh 42,157 mWh
2018-01-24 - 2018-01-31 29,663 mWh 42,157 mWh
2018-01-31 - 2018-02-07 29,663 mWh 42,157 mWh
2018-02-07 - 2018-02-14 29,663 mWh 42,157 mWh
2018-02-14 - 2018-02-21 29,048 mWh 41,283 mWh
2018-02-21 - 2018-02-28 29,663 mWh 42,157 mWh
2018-03-01 29,663 mWh 42,157 mWh
2018-03-02 29,663 mWh 42,157 mWh
2018-03-03 29,663 mWh 42,157 mWh
2018-03-04 29,663 mWh 42,157 mWh
2018-03-05 29,663 mWh 42,157 mWh
2018-03-06 29,663 mWh 42,157 mWh

Battery life estimates

Battery life estimates based on observed drains

2018-01-03 - 2018-01-10 - - - -
2018-01-10 - 2018-01-17 - - - -
2018-01-17 - 2018-01-24 - - - -
2018-01-24 - 2018-01-31 - - - -
2018-01-31 - 2018-02-07 - - - -
2018-02-07 - 2018-02-14 - - - -
2018-02-14 - 2018-02-21 - - - -
2018-02-21 - 2018-02-28 - - - -
2018-03-01 - - - -
2018-03-02 - - - -
2018-03-03 - - - -
2018-03-04 - - - -
2018-03-05 - - - -
2018-03-06 - - - -

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

Since OS install - - - -
Surface | Surface Pro | Power and battery

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Answer accepted by question author

  1. Anonymous
    2018-03-08T18:32:43+00:00

    Hi John,

    Resolving our customer's issue is our priority. There are several methods on how to get your issue resolved:

    Method 1: Shut down (not restart) your Surface and charge it for a while.

    Method 2: Remove the battery driver first and install updates.

    1. Plug in your Surface.
    2. Swipe in from the right edge of the screen and tap or click Search.
    3. In the search box, enter device manager, and in the search results, tap or click Device Manager.
    4. Tap or click the arrow next to the Batteries category.
    5. Double-tap Microsoft ACPI-Compliant Control Method Battery, tap or click the Driver tab, and tap or click Uninstall > OK.

    (If you’re using a mouse, right-click Microsoft ACPI-Compliant Control Method Battery and click Uninstall.) 6. Leave your Surface plugged in.

    Method 3: Restart your Surface

    1. Swipe in from the right edge of the screen and tap or click Settings > Power > Restart.

    Method 4: If all available updates have installed, shut down (not restart) your Surface again and charge it for a few minutes.

    Method 5: Two-button shutdown.

    1. Press and hold the power button on your Surface for 30 seconds and then release it.
    2. Press and hold the volume-up button and the power button at the same time for at least 15 seconds and then release both.

    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds. 3. After you release the buttons, wait 10 seconds. 4. Press and release the power button to turn your Surface back on.

    If you're still having an issue after following all the methods above, you need to contact our assisted support team for further assistance.

    Regards.

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2 additional answers

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  1. Anonymous
    2018-03-13T18:46:50+00:00

    This response has been out on the internet for months, I have tried every one of them.  None of them has worked for me.  There is a more recent firmware update that I think *may* fix the issue but it is not installing because I get a message screen that says "Cannot install because your battery needs to be at 40% or above" my battery is at 0% because it does not charge and now the Surface is spontaneously shutting down, I've given up and now using my Dell.  That works great.  Thanks though.

    2 people found this answer helpful.
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  2. Barb Bowman 80,700 Reputation points MVP Volunteer Moderator
    2018-03-14T09:17:38+00:00

    there has not been anything for battery issues recently. Your only option is to

    exchange for a refurb. Sorry. I have a SP3 that is also chained to the wall.

    >There is a more recent firmware update that I think *may* fix the issue

    1 person found this answer helpful.
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