Surface Book 2 Battery 1 suddenly drains 100% to 0% and laptop shuts off

Question

hi friends! i'm hoping someone can help me here - have a surface book 2 (15in, i7, 16GB ram 512GB drive) i purchased in 2019 and i haven't had any problems with it until now.

when i work at my desk, i'll have my laptop plugged in but as soon as i unplug it, it shuts off no matter what i am doing. i can turn it back on immediately, and i see that battery 1 is at 0% (when it was just at 100%) and battery 2 is fine at 100% still. i've found this shut off also happens when i'm unplugged + running a program that draws on the GTX graphics card and battery 2 dies, which makes sense since that's where the GTX graphics card is; this didn't really bother me since i'll get the notif that my laptop is dying, so i can plug it in but i don't get any notification for this battery 1 issue - it just shuts off. thanks so much for your help! this is my work laptop so I :') am kind of stressed. i can't send my laptop in for repair because then i couldn't work - could it be I just need a new battery 1?

Answer 1

Hi rose☆,

Thank you for reaching Microsoft Community. I'm sorry to hear about the battery issues that you are having with your Surface Book 2.

Just to make sure I got this right: When the Surface is plugged in to the base (keyboard) charging port while you are working then suddenly you unplug the power supply, it shuts off immediately but you can turn it on again without reconnecting the power supply. Using also the Surface disconnected to it power supply and you run an app using the NVIDAI graphics, battery 2 drains while battery 1 remains at 100%, correct?

Can you please generate a battery report of the device then check if Battery 1 shows up? To do this, follow the steps below:

Open Command Prompt as Admin

Click Yes on the UAC prompt

Type this command below and hit Enter

powercfg /batteryreport

Open File Explorer and access the html file location given in the Command Prompt

Please share us also the battery report generated. I'll sent you a private message where you can reply with the battery report as an attachment.

Additionally, kindly run these steps on your Surface Book 2 then see if the issue persist:

1: Disconnect extra peripherals

Leave the Surface plugged in and confirm that the tip/LED is lit

Disconnect all extra peripherals like USB drives, SD cards and etc. 

2: Force Shutdown

Press and hold the Powerbutton for 20 seconds

3: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

4: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

5: Uninstall/Re-install Battery

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 Book

Then click the link next to Surface Book 2 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

Make sure the Surface is plugged in

Open Device Manager, expand Battery

Right-click Microsoft ACPI-Compliant Control Method Battery and choose Uninstall device (install both battery driver)

                             Note: If prompted with a checkbox stating "Delete the driver software for this device", check the box then hit Uninstall.

After uninstalling, open and run the .msi file you downloaded earlier

Restart your Surface

Hope this helps.

Kind regards,

Marrion

Answer 2

Hi rose☆,

We have noticed that you haven’t replied to our first response yet. We would like to know if you still need some assistance on the concern raised. If yes, please reply back for us to further assist you.

Hope to hear from you.

Kind regards,

Marrion

Answer 3

Hi rose☆,

We still have not received any response from you since our last follow up message. Please do not hesitate to create a new thread for further concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

Thank you for spending time here in the Community.

Kind regards,

Marrion