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Surface Pro 4 - Only works when plugged in, immediate shut-off.

Anonymous
2018-10-28T18:15:42+00:00

Im quite disappointed. My surface pro is very lightly used and looks like its a day old. Its does not boot up or show any sign of response unless plugged in, once unplugged it is immediately shut off again. The battery shows it is at 99%. Before hand the battery was fine and lasted many hours before dieing, nothing abnormal lead on to this. I assume it is hardware related not software... Can anyone help me out here? Is this common?

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2018-10-28T21:46:01+00:00

    Hi kgozi ,

    Look these recommendations:

    PC is charging slowly or discharging while it’s plugged in - https://answers.microsoft.com/en-us/surface/for...

    Surface battery won’t charge or Surface won’t run on battery - https://support.microsoft.com/en-us/help/402353....

    As well we can try to see if this is due to a driver update issue. In order to resolve and keep your drivers update, please run the Surface Diagnostic Toolkit - https://support.microsoft.com/en-au/help/403723...

    If any issues would be detected, you may need to uninstall and reinstall the battery driver.

    Let me know if you have any questions

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  2. Anonymous
    2018-10-28T22:32:20+00:00

    None of these solutions worked unfortunately.

    1 person found this answer helpful.
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  3. Anonymous
    2018-10-28T22:44:26+00:00

    It might be a virus on your Surface, or a problem with a software or driver. You should probably reset the Surface, but don’t forget to back up all your important files! If the problem carries on after that, then all I can recommend is tell Microsoft (or the seller if it was bought third-party) and say something along the lines of “My Surface Pro 4 will work fine when plugged in but will instantly shut off when unplugged, whatever percentage the battery says. Is there any chance that I could get a refund or a replacement?” You will probably get a replacement, but if you know it’s out of warranty or the support people say that it’s out of warranty then you can get a refund, or as I say “So be it!” That means “Live with it!” I hope that this will work for you, and have a good day!

    1 person found this answer helpful.
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  4. Anonymous
    2018-10-28T22:47:31+00:00

    Hello kgozi.

    Please review all recommendation about battery here: https://support.microsoft.com/en-gb/help/402345...

    If you tried everything and an issue persist please contact this support: https://support.microsoft.com/en-gb/devices

    Let me know if you have any questions

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  5. Anonymous
    2018-10-29T09:16:28+00:00

    We can try removing and reinstalling the battery driver. To do this:

    1. Plug in your Surface.
    2. Select the search box in the taskbar, enter device manager, and in the search

    results, select Device Manager.

    1. Select the arrow next to the Batteries category.
    2. Double-tap or double-click Microsoft ACPI-Compliant Control Method Battery,

    select the Driver tab, and select Uninstall > OK.

    (Or you can right-click Microsoft ACPI-Compliant Control Method Battery and

    select Uninstall.)

    1. Leave your Surface plugged in.
    2. After you remove the battery driver, install Surface and Windows updates. Go

    to Settings, Updates, and check for updates manually and install any updates

    that are available.

    1. Restart your Surface and test to see if anything has changed.
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