I have a problem with my new surface laptop 3 charging.

Question

hi

I recently received a brand-new Microsoft surface laptop 3 from my mum but after unboxing it I plugged it so that it charges but so far, I have been using it for three days but it's still at 0% charging. I tried updating its drives and tried troubleshooting but still it's not charging. is there any way u may help me. thanks.

Answer 1

Hi nshuti derrick,

Thank you for reaching Microsoft Community. I'm sorry to hear that you're having trouble charging your Surface Laptop 3.

We would like to ask first for a few more details on this for us to further isolate the issue:

• Is the tip of the charger lit up?
• What happens if you disconnect the power supply from the device? Does it immediately turn off?
• May I know which Surface Laptop 3 configuration do you have? Intel or AMD?

Here are some steps you can try to troubleshoot the issue:

1. Check the power outlet: Make sure the power outlet you're using is working properly. Try plugging in another device to see if it charges.
2. Check the charging cable: Make sure the charging cable is properly connected to both the power outlet and your Surface Laptop 3. Also, check for any damage to the cable.
3. Check the charging port: Make sure the charging port on your Surface Laptop 3 is clean and free of debris. You can use a soft, dry cloth to clean it.
4. Restart your Surface Laptop 3: Sometimes, restarting your device can help resolve charging issues.
5. Try a different power source: If none of the above steps work, try charging your Surface Laptop 3 using a different power source, such as a different power outlet.

If issue persists, proceed to these steps below:

1: Force Shutdown

Press and hold the power key of the device for 20 seconds.

This should clear the hardware cache of the device

2: Uninstall/reinstall battery driver

Connect the power supply of the device and make sure that the tip is lit

Open Device Manager

Expand Batteries

Right-click on the battery driver and select Uninstall device

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

After uninstalling, restart the Surface then see if issue persists

Let me know how it goes.

Kind regards,
Marrion

Answer 2

Hi nshuti derrick,

We haven't heard from you, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion