Surface Laptop Studio only charging via usb c

Question

Hey Community,

thanks for helping me with my issue.

I recently came across a weird behavior of my SLS 1. I am not able to charge it with the original surface connect charger. When plugged in the LED is white and there is no symbol of charging. (I had the problem with the charging while the symbol is there, which can be solved by forced shutdown before, but that's not the case this time). However I am able to charge my device via the USB c.

I tried many things like forced shutdown, updates, plugging in USB-C and surface connect at the same time and removing USB-C after a while, but nothing worked.

Has anyone encountered a similar problem and was able to solve it ? Thanks a lot!

Short addition: I have a portable lenovo second monitor and connected it to device. I tried to charge both with the original surface charger ( surface via the connect port and the lenovo via the usb of the surface charger. After that my problem occurred.

My device: Surface Laptop Studio Model 1964 i7

Thanks a lot and kind regards

Florian

Answer 1

Hello Florian,

Thank you for posting in Microsoft Community.

I am aware that you're experiencing issues with charging your Surface Laptop Studio. Based on the information you provided, it seems like there might be an issue with the Surface Connect port on your device. I value the time you have spent in trying to troubleshoot this problem. I am here to help and let us both isolate the issue.

Here are a few troubleshooting steps you can try:

1. Check the Surface Connect port for any debris or damage. If you see any debris, gently clean it out with a soft-bristled brush or a can of compressed air.
2. Try using a different Surface Connect charger to see if the issue persists. If you don't have another charger, you can try borrowing one from a friend or family member.

If the issue still persists, when using another Surface PSU, the problem might be with the charging port itself that malfunctioned.

You may also try the suggestions provided from these articles:

• Surface battery won’t charge or Surface won’t run on battery - Microsoft Support
• What to do if your Surface power supply or charger doesn’t work - Microsoft Support

Let me know how it goes.

Kind regards,

Lavenia

Answer 2

Thanks for your reply, i checked the port visually and also tried the chargers of other surface devices, but i still did not work. However i checked that the original charger works.

Is there any way to check the functionality of the port via a diagnosis software or similar?

Thanks

Answer 3

You're welcome.

Will you confirm if the original charger you're referring to is the one that came with your Surface?

How about the other power supply that you have test it with, does it have the same wattage or are they a genuine Microsoft Power supply unit?

Regarding your question about checking the functionality of the port, you can try running the Surface Diagnostic Toolkit. This tool can help diagnose and resolve issues with your Surface device, including charging problems. See Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com).

You may also check this article that you may find helpful How to charge Surface - Microsoft Support.

Answer 4

Yes, I can confirm that the charger I used is the original that came with the device. The other ones i tested with have a slightly lower wattage (chargers from surface laptop and surface go).

Thanks for the help!

Answer 5

Were you able to run the Diagnostic toolkit and installing all pending updates available?

If so, my last resort is to do a clean installation of Windows by resetting your device using a USB recovery drive just to rule out any possible software issue. This will reimage the entire device including the partition on the hard drive. This will wipe out everything on the device so make sure to back up your files prior doing the steps. You will need also a 16GB/32GB of flash driver that must be formatted into FAT32 prior to downloading the Recovery image. See steps below for guidance.

To download the Recovery Image:

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
4. 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.
5. Download the recovery image using the button on the page
6. 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.

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.

 Format USB 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.