Surface Pro 8 power pack

Question

Hello everyone,

I recently picked up a new Surface Pro 8, Sig KB, and Slim Pen 2.

Occasionally, I'll get a popup notification from settings saying that I'm on a slow charge and I should use the power adapter that came with my SP8. Which I am.

But I also noticed a new feature in the Surface App called "Smart Charging".

Now I figure one of the following is happening:

1. Something wrong with my power pack
2. Smart Charging is the culprit.
3. Something wrong with my battery

It really hasn't affected me much at all, but I'm curious if anyone else has been getting this notification.

Answer 1

Hi Mike S. Avelar,

Thank you for reaching Microsoft Community.

For us to better understand the issue and find what may have caused this, I’d like to ask a few questions:

• Whenever the pop up notification comes up, what was the battery level percentage of the device?
• Is the device always connected to its power supply?
• Is there a heart icon that appears over the battery icon when the notification comes up?

For the Smart Charging, this is a feature that helps protect your Surface battery against conditions that may accelerate battery deterioration or lead to expansion. It's always active and turns on automatically when it detects your device is plugged in for prolonged periods or used at elevated temperatures. See: Smart charging on Surface (microsoft.com) for more details.

Also, please try running these steps on your Surface Pro 8 then observe if the notification still comes up:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

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

Then click the link next to Surface Pro 8 then click Download on the next page.

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

After downloading, run and install the .msi then Restart. 

4: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

Kind regards,

Marrion

Answer 2

Hello Marrion,

Thanks for your reply. The message comes up when it hits 80%.

I ran the toolkit; windows update; I went over to the driver/firmware site - and I was missing some drivers and firmware for my SP8. That patched up nicely. I tend to rely on Windows Update, because usually it does. :)

Also ran the sfc and dism, everything was reported fine.

Has it solved my problem? Not sure. Not going to lie, I ignore a lot of notifications.... LOL

Answer 3

Hi Mike S. Avelar,

Thank you the response and update. I would like to check how is the device doing now after a few days? Does the popup notification still occurs?

Does the device charges up to 100% or does it stays on 80% even if it is still connected to its charger?

Hope to hear from you.

Kind regards,

Marrion

Answer 4

Well, now it does charge to 100%, still has the smart charge. I did notice that I got the message when it hit 100%.

No performance or usage problems.

Answer 5

Hi Mike S. Avelar,

Thank you for the update. Glad to know that the device is working fine in terms of performance and usage. For the pop up notification, this may be due to the fact that the device is already at 100% and still connected to power. Can you please take a screenshot of this notification then share it with us here? Also, I recommend that you contact our live support to check on this since this should be best if handled by our live support since they could do a remote session and check on the device.

You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**. 

Kind regards,

Marrion