my device can only get charge in shutdown mode , if turn on the device while charging it stops charging ....why ? what can I do?

Question

my device can only get charge in shutdown mode , if turn on the device while charging it stops charging ....why ? what can I do?

Answer 1

Hi rajaramesh s,

Thank you for reaching Microsoft Community. I understand that you are experiencing issues with your Surface Pro 6 not charging while turned on.

Are you using the power supply that came with your Surface Pro 6?

There could be several reasons why your Surface Pro 6 is not charging while turned on. It could be due to a software issue, a hardware issue, or a problem with the charging cable or adapter. Here are some troubleshooting steps that you can try:

1. Check the charging cable and adapter: Make sure that the charging cable and adapter are properly connected to your Surface Pro 6 and the power source. Try using a different charging cable and adapter to see if that resolves the issue.
2. Check the power source: Make sure that the power source you are using is working properly. Try plugging your Surface Pro 6 into a different power outlet or using a different power source.
3. Update your Surface Pro 6: Make sure that your Surface Pro 6 is running the latest software updates. To check for updates, go to Settings > Update & Security > Windows Update.
4. Uninstall and reinstall the battery driver: To do this, follow these steps below:

• Make sure the Surface is plugged in and confirm that the tip is lit
• Open Device Manager
• Expand Batteries
• Right-click on the battery driver and select Uninstall device
• Restart the Surface to reinstall driver

If the issue persists after trying all the above steps, it could be a hardware issue. Please try checking the battery status of the device. To do this, open the Start menu and type cmd. Right-click the command prompt and choose Run as administrator. In the Command Prompt window, type powercfg /batteryreport and press Enter. This will generate a report in HTML format that you can open with your browser. The report will show you the design capacity, total charge capacity, cycle count, and estimated battery life. If the total charge capacity is significantly less than the design capacity, or if the cycle count is above 500, it means that your battery is degraded. If possible, please provide us here with the screenshot of the generated report as well.

Let me know how it goes.

Kind regards,

Marrion

Answer 2

Hi rajaramesh s,

We haven't heard from you, so we assume that your issue has already been addressed. 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