Surface Pro 5 Battery Issues

Question

Hi all,

Hope you're having a great day -- unfortunately, I am not. My Surface Pro 5 has been experiencing some battery problems for quite a while now. The device will abruptly shut down and restart while still being plugged in, it dies (as in displays its value at 0, but when restarted, says that it will only take 11 minutes to charge from 15%, image down below).

This all started after an update a few months ago, and happens for no reason whatsoever. I've had to replace my charger several times, even though the charger appears to be in good condition but just doesn't charge the device. I have attempted about every normal troubleshooting problem I can think of, and even spoke to Microsoft Support twice, but nothing worked in my situation. I found a few community posts that describe a situation very similar to mine; however, these were all from 2014 where an update was pushed out to the devices to solve the problem.

Just curious if this happened to anyone else; if so, how did you fix it/how do you guys recommend I can work on this issue? I love surface devices in general, but the fact that my laptop goes from 100-60 in about 15 to 20 minutes when not plugged in and drops to 0 randomly, but still somehow charges back up to 100% (supposedly) in under 20 minutes, makes it incredibly hard to get any work done at all.

Thank you so much for your help. Sincerely, RS

Answer 1

Hi RishabSeshadri,

Thank you for reaching out to Microsoft Community. We are sorry about what happened to your Surface Pro (5thgen). We appreciate the efforts you spent in trying to resolve the issue.

We would like to confirm if you have already tried these steps:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Uninstall/Re-install drivers

                               Open Device Manager and expand Batteries.

                               Make sure first that the device is plugged in with the charger.

                               Right-click on Microsoft Surface ACPI - Compliant Control Method Battery and choose Uninstall device.

Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall. Do this for all  drivers asked to uninstall.

                               Restart Surface.

3: Update drivers and firmware

                               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 Pro 5thgen then click Download on the next page.

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

                               After downloading please do the step 2 except for the Restart and this time check the box for "Delete the driver software for this device".

                               Run and install the .msi file you downloaded earlier then Restart.

If the steps mentioned above was done already and still issue persist, we recommend that you procced in doing a Reset on the device using USB Recovery Image. This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device so you might need to back up your files first. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

Answer 2

Hello Marrion,

I just had a quick question for downloading the recovery image. Since I am a windows insider, the version that is displayed for my device is not the 1809, 1803, 1709, or 1703, but rather the 19033.1. Does this affect my recovery instructions in any way? If not, which version should I download for the recovery image?

Thank you,

RS

Answer 3

if 1809 is the most recent version, download that.

Answer 4

I'll try 1809, thank you

Answer 5

Hello RishabSeshadri,

Thank you for reaching out Microsoft Community. We really appreciate all the efforts that you did just to possibly resolve the issue.

Does your Surface obtain the 1809 version ? do you still have battery issue after updating ?

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Regards,

Jonas_T