PC is plugged in, but not charging

Question

I would like to inform you that TCS is experiencing a charging issue with the Surface Laptop 4(000947121157). When we attempt to charge the laptop, it only reaches 50% and does not exceed this level. We have also tried using a different Surface Laptop adapter, but the problem persists. Please provide us with your suggestions or assign an engineer to examine the Surface Laptop. Please find the below Surface laptop details.

Answer 1

Hello, Amit KumarHI.

Welcome to Microsoft Community!

If your Surface Laptop 4 will stay at 50% while charging, before troubleshooting, we need to check if it has Battery Limit Mode turned on.

In Battery Limit Mode, the device will not charge beyond 50% while connected to a power source, which is a strategy to protect the battery:

Surface Battery Limit setting - Surface | Microsoft Learn

You can refer to the following steps to check and close it:

You will need access to UEFI at first:

You can adjust the UEFI settings only during system startup. To load the UEFI firmware settings menu:

1. Shut down your Surface and wait about 10 seconds to make sure it's off.
2. Press and hold the volume-up button on your Surface, and, at the same time, press and release the power button.
3. The Microsoft or Surface logo appears on your screen. Continue to hold the volume-up button. Release the button when the UEFI screen appears.

Next, go to Boot Configuration.

Check the status of the Battery Limit option and keep it off.

Then start the Surface normally and observe if the charge can exceed 50%. If it still does, try entering UEFI again and set Battery Limit to ON.

You may be confused about this action, but there have been users who have solved their charging issues by doing this inexplicable practice. It was later discovered that this was due to a driver or firmware error. Some of the power drivers did not work as expected.

Then to troubleshoot potential driver issues, you can try to manually get the driver and firmware installer for Surface Laptop 4:

Surface Laptop 4 with Intel Processor	https://www.microsoft.com/download/details.aspx?id=102924
Surface Laptop 4 with AMD Processor	https://www.microsoft.com/download/details.aspx?id=102923

Please select the corresponding download link according to your CPU model.

These are some of the changes we can make to system settings or drivers at this point.

If the problem persists, we need to consider whether the problem originates from the battery hardware.

As I am not in a position to directly assist you in debugging your device, I recommend you to contact the Surface Technical Support team for more efficient hardware service.

I share with you the steps to create a service order here:

Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

1. Click "Help and Support" and then click "Get Help".
2. Briefly describe your problem in the text box, such as "Battery not charging properly", and then press Enter.
3. Click "Contact Support" at the bottom.
4. Select "Technical Support" and click "Confirm".
5. You will see "Chat support" and "Phone support" options, please contact them during working hours, you will get one-to-one support services.

These are some of the information I can share with you at this time.

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist