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Charging issues

Anonymous
2024-09-03T19:16:28+00:00

We have been experiencing charging issues with our Surface 3 devices. The light comes on when plugged in, after 10 mins the light goes off and device stops charging. If unplugged and plugged back in, the light comes back on and device starts to charge again, but then eventually the charger will stop charging again. Multiple charges have been tested, as well as multiple outlets.

Firmware updates have been made to device(s) at which point they start to charge fine, until they are not again.

If anyone has experienced the same thing, have they found a fix for it?

Devices have not been reimaged or data erased since we are standing at only a handful of devices experiencing this issue. Any help is greatly appreciated.

Surface | Surface Go | Power and battery

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  1. Anonymous
    2024-09-04T05:44:47+00:00

    Hi Natalia,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    When the power supply is connected to your Surface and plugged into a power source, the LED indicator on the tip of the charging connector will be lit when your Surface is getting power. If the LED indicator isn’t lit, you may have a problem with your power supply. 

    Check that the Smart Charging feature and Battery Limit Mode on your Surface are turned on.

    Smart charging on Surface - Microsoft Support

    Surface Battery Limit setting - Surface | Microsoft Learn

    Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support

    Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

    Since only a handful of devices are affected, you might consider reimaging or performing a factory reset on one device to see if it resolves the issue. However, make sure to back up any important data first. Restore or reset Surface for Windows - Microsoft Support

    If you have another Surface power supply available, try using that to charge your Surface. If your Surface has a USB-C port, try using a USB-C PD charger instead. If those work or if you don't have another Surface power supply or USB-C PD charger, start a service order for your power supply. Otherwise, start a service order for your Surface. How to get service or repair for Surface - Microsoft Support

    I hope this helps. If there is anything not clear, please do not hesitate to let me know.

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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