Surface Laptop 3 - Battery Not charging " 0% Plugged in"

Question

Hi,

I have bought surface laptop 3 on 23rd Feb 2020, and I am having the problem of the battery not charging, while plugged in.

I have done the following troubleshooting:

1. In the device manager, there is no " Microsoft Surface ACPL compliant control method battery" indication( driver), only showing surface battery and showing this device is working fine.
2. Device health shows - Healthy battery
3. I have tried updating the Windows 10 home( version 1909) OS build 18363.752 with latest updates
4. Have removed " Surface battery driver" and reinstalled it.
5. In Recovery, I have done followings:

(i) Reset the PC

(ii) Have done " Clean Installation of Windows 10.

It has not changed anything.

Strangely I donot see the above ACPL compliant driver and when hovering my mouse on the battery icon, it only shows" 0% plugged-in" not " plugged-in, not charging".

I would appreciate it if any assistance can be provided in this regard.

Thank you

Answer 1

Hi, JennaHD!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn that you encounter battery charging issues on your Surface Laptop 3. Thanks for taking the time to let us know about this and allowing us to help you out. First, may we know if your device turns off immediately if you unplug the charger? When did the issue start? 

You mentioned you reset the device, did you perform the **USB Recovery**steps?

I believe you already tried to charge the device using different wall outlets, made sure to wipe the pins on the connector with a soft, dry, lint-free cloth, and flipped the charger's connector the other way around.

Can you open Device Manager again, click on the View tab and select Hidden Devices.

Expand the Batteries category, check if there is another battery driver you see there. If there is, please uninstall it then hit OK. Please do this on the other Battery driver that you will see. 

Force shutdown the device after uninstalling the battery driver.

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 (this about 20 seconds), then release the power button.

Check for Windows Update again and run Surface Diagnostic Toolkit. You may force shutdown the device after this.

Let us know how it goes and 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

Answer 2

This is what I did and it worked. But you have to FORCE SHUTDOWN after uninstalling.  I held the power button down for 30 seconds both times. Why do we have to do this on the consumer end is beyond me... Good luck!!

Can you open Device Manager again, click on the View tab and select Hidden Devices.

Expand the Batteries category, check if there is another battery driver you see there. If there is, please uninstall it then hit OK. Please do this on the other Battery driver that you will see. 

Force shutdown the device after uninstalling the battery driver.

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.