surface pro 7 cannot be used without charging cable

Anonymous
2020-06-19T10:34:11+00:00

My brand new Surface pro 7 will not charge while plugged in, so I have to use cable or it will not stay turned on. It does not show charging sign / shows 0% no matter how long I charge it.

I tried troubleshoot, update drivers, delete and update drivers, battery drivers, system recovery, recovery boot from usb, I tried everything I could.

What to do, send back or is there some new method?

Device manager shows only one driver - Surface Battery Driver- under the Batteries section.

Please help, I need my surface ready  for work ASAP   :(

Thank you.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2020-06-19T17:43:49+00:00

    Hi, AnjaJunni!

    Thanks for reaching out to Microsoft Community and posting your concerns regarding your Surface Pro 7 that only works when plugged into a charger. We are sorry to learn about this. We appreciate you for taking the time to let us know about this and allowing us to help you out.

    Let's do the steps to troubleshoot the issue:

    • Disconnect the charger and check connections. This resets the charger and verifies all connections are secure. Dirt or debris on the connector’s pins could be preventing a power connection. 1.) Unplug the power connector from side of device 2.) Unplug the charger from the wall outlet 3.) Check that the power cord is securely attached to the PSU 4.) Unplug any USB devices from the charge port on the PSU (Not available on all PSUs) 5.) Wipe the pins on the power connector with a soft, dry, lint-free cloth (microfiber cloths work great) 6.) Plug the PSU back into the wall outlet. If possible, try a different wall outlet.

    7.) Plug the power connector back into side of device

    • Try turning the power connector over and plugging into the device from a different orientation.  Surface devices are designed to be charged with the power connector orientated in either direction. 

    If the power connector only works in one orientation, there is likely a problem with the Surface PSU.

    • Remove and reinstall battery driver. An incorrect battery driver could be installed on the Surface.

    Please check if this is the one you did.

    1. From Device Manager, expand the Batteries category.
    2. Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK.
    3. From the Action menu, select Scan for hardware changes.

    More info at Surface battery won’t charge.

    • If you did that above, kindly Check for Windows Update: Go to Settings > Update & Security > Windows Update > Check for Updates Please restart your device to apply the updates. Run **Surface Diagnostic Toolkit** and make sure to complete the tasks.
    • Force shutdown the device and restart.
    1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
    2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

    If that doesn't work, here's how to make sure your Surface turns off completely:

    Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

     The last thing to do is to do a reset which I believe you already did as you mentioned doing a recovery boot from USB.  Kindly Contact Microsoft Support for replacement options. If you are outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers.

    We hope this helps you out. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

    Kind regards, 

    Janette_Z

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  2. Anonymous
    2020-06-19T18:03:05+00:00

    Thank you for your advices and ideas. 

    Maybe I need another driver or something is missing because when I follow this instruction:

    1. From Device Manager, expand the Batteries category.
    2. Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery, select the Driver tab.... 

    I realised I DO NOT have Microsoft surface ACPI compliant control method battery driver!

    Under Batteries section I only have Surface Battery driver and nothing else..

    Where do I download this driver?

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  3. Anonymous
    2020-06-24T03:12:06+00:00

    Hi, AnjaJunni!

    You can obtain a pack of drivers and firmware:

    Check what is the current OS Build of your Windows version by going to Settings > System > About.

    Go to Download driver and firmware for Surface, choose Surface Pro 7 then click Download on the next page.

    Choose the .msi file that matches your current OS Build and click Next. If it doesn't match, choose the one that is nearest to it. 

    After downloading, run and install the .msi then Restart.

    Let me know how it goes. By the way, is it charging?

    Regards,

    Janette_Z

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  4. Anonymous
    2020-06-25T17:59:12+00:00

    It is still not working, I resolved this problem by returning the Surface Pro7 and buying an Apple IPad Pro instead.

    3 people found this answer helpful.
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  5. Anonymous
    2020-06-25T19:16:26+00:00

    Do you still know wich windows Version you had on that. Because i upgraded to windows 10 1909 and this happened. The difference beeing that my Surface Laptop is out of warranty.

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