surface book battery 1 not charging issue

Question

hi 

I bought surface book around 1.5 years ago.everything was going good but from few days ago I am having the trouble of battery 1 not charging issue. battery 2 is alright but when I plugged in for charging the charging status shows that battery 2 is charging but battery 1 is 0% and not charging. I can't detach the tablet and use it

Answer 1

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Answer 2

Hello sudipchhatkuli,

Thank you for reaching out Surface Community. I am very sorry to hear about your battery 1 not charging but I do have some helpful steps below that could possibly resolve the issue and this is to narrow down the root cause as well. 

• Disconnect the PSU and check connections.
  • Unplug the power connector from side of device
  • Unplug the PSU from the wall outlet
  • Check that the power cord is securely attached to the PSU.
  • Unplug any USB devices from the charge port on the PSU.
  • Wipe the pins on the power connector with a soft, dry, lint-free cloth (microfiber cloths work great). Dirt or debris on the connector’s pins could be preventing a power connection.
  • Plug the PSU back into the wall outlet. If possible, try a different wall outlet
  • Plug the power connector back into side of device. Resets PSU and verifies all connections are secure.
• Change the orientation of the power connector. 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 both battery driver. From Device Manager, expand the Batteries category. Right click Microsoft ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK. Restart the device.
• Run Surface Diagnostic Toolkit. It is a self-healing tool which looks for potential issues and fixes them, as well as ensures your device is completely up to date. Or manually check Windows Updates by going to Settings > Update & Security > Windows Updates > Check for updates.
• Force the device to shut down and restart. Press and hold the power button for full 20 seconds to make sure the Surface is completely turned off then press and release the power button to turn it back on.
• Please go to Download drivers and firmware for Surface and download the .msi file. This is to make sure you got the latest Drivers and Firmware.
  • If there's not an .msi file that corresponds to the build of Windows 10 you have installed, select the .msi file that's closest to your build number.
  • To find out which version and build of Windows you're using, select Start> Settings  > System  > About , then look under Windows Specificationsto find your operating system version and OS build number.
• Shut down and charge. From Start, select Power and then select Shut down. Allow the device to charge for about 1-2 hours before turning back on. This will allow Surface to charge as quickly as possible without interference.
• If issue persist, I would highly recommend that you do a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset and you need to back up your personal data.

Please let us know the resutls and keep us posted.

Regards,

KarenJune_F

Answer 3

Hi,

My 2016 Surface Book Pro has been sitting in tablet mode for some time and I have only today noticed that the clipboard will not separate from the keyboard.  So, I have followed all of the instructions shown above and it still has the same problem - the battery in the clipboard will not charge.

Having read posts in other forums, the problem is either down to a poor manufacturing process or an update that was distributed late last year (2018) that has messed up the charging software.  Either way, this is down to Microsoft.

Why is it so difficult for MS to accept responsibility for these kind of things?  Over the years I have been in IT, MS seem to always try to avoid responsibility through bug fixes and updates that are identified by users.  And that's fine I guess - software is software and all the companies use users as unpaid testers to fix their systems.  However, if this is an irreversible software issue given the time that has passed since identified - it would be solved by now if it could be - or indeed, a hardware failure we are all experiencing, as MS can identify all users by their account, why not just put your hand up, apologise, and send out replacements that have a better manufacture and/or a changed operating system.

In todays world of choice in the form of Android or Apple, I would have thought that customer retention/satisfaction would be higher up the priority list.

With regard to the suggestions, any further thoughts would be gratefully accepted as I'm looking at having to ditch my £2.5k laptop.

Thanks.

Answer 4

I have the same question. I have had this problem before, and thought at some point I tricked the SB into detaching, like timing it during the shutdown, or during UEFI or something. But, today I can't find any way to trick it to detach.

In another thread, I have proposed a solution for MS to implement in the firmware. I hope they see to it.