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Surface Book 2 Plugged In but battery 1 and 2 not charging

Anonymous
2023-09-28T11:02:54+00:00

Hi,

I have restarted my computer multiple times, shut down my computer multiple times, and did a complete reset on my device, but there is 1 surface firmware update that requires my battery to be at 40% but my battery still says "Battery 1: 0% and Battery 2: 0%". I have talked with support and none of there tips help.

Someone please help me with this issue?

Thanks

Surface | Surface Book | Power and battery

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  1. Anonymous
    2023-09-28T16:53:34+00:00

    Hi Eric Rayman,

    Thank you for reaching Microsoft Community. We're sorry to know what happened to your Surface Book's battery.

    I am aware of the battery issue you are having with your Surface Book, where both batteries 1 and 2 are stuck at 0%. Based on the information you've provided; it seems like your device is not charging even when it's plugged in.

    Here are some troubleshooting steps you can try:

    Check the power adapter and cable:

    Make sure that the power adapter and cable are properly connected to your Surface Book 2 and the power outlet. Try using a different power outlet or cable to see if that resolves the issue.

    Check the battery contacts:

    Make sure that the battery contacts on your Surface Book 2 are clean and free of any debris. You can use a soft, dry cloth to clean the contacts.

    Run the Surface Diagnostic Toolkit:

    The Surface Diagnostic Toolkit can help identify and resolve issues with your Surface device. You can download and run the toolkit from the Microsoft website.

    Manually update the drivers and firmware for your Surface.

    1. Go to Download driver and firmware for Surface, choose Surface Book.
    2. Then click the link next to Surface Book 2 then click Download on the next page.
    3. Choose the .msi file that matches your current OS Build and click Next.
    4. After downloading, run and install the .msi then Restart.

    If none of these steps resolve the issue, knowing that you've reset your device already, there is more likely a hardware problem on the device itself. I recommend contacting Microsoft support again to check available options for your Surface.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-10-03T21:05:17+00:00

    Hi Eric Rayman,

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

    Thank you for understanding. 

    Kind regards,

    Lavenia

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