Surface Book 2 Battery Issue

Question

I got my SB 2 less than a year back and has been subjected to minor to moderate usage. Lately, it has been throwing problems with the charging of the keyboard battery. Whenever I plug it in, it does not get charged at all. Always at 0%. The device doesn't stay on long enough for me to detect the problem. 

Has anyone else been facing the same issue? Please help.

Answer 1

Hi Pratrac,

Thank you for reaching out to Microsoft Community! We appreciate you contacting us with your question and concerns.

We would like to know more to help you better.

·         When you charge the Surface, do you see a power plug in the battery icon?

·         When you hover the battery icon in the desktop notification area, is it showing Plugged in, not charging", "Plugged in ,charging" or does the battery have a red "X" mark?

·         Will it turn off when you unplugged the charger?

.          Have you tried charging the screen/clipboard alone? Or will the keyboard not detached from the screen?

Here are the few things we suggest you do:

1.     Check and install Windows Update.

-      Go to start menu, select settings (gear) icon.

-      Tap Update and Security and select Windows Updates.

-      Then Check for updates.  (Restart the Surface after installing updates)

2.    Run Surface diagnostic toolkit.

  It is a self-healing tool which looks for potential issues and fixes them, as well as ensures your device is completely up to date. It's good that your device is updated all the time to avoid any issue.

Please let us know about the outcome.

Best Regards.

Answer 2

Hello,

It says "Plugged in, not charging" for both the batteries. There is no X mark on the battery icon. 

The screen is unable to detach from the keyboard because of low battery. 

Unable to perform any kind of diagnosis because it just shuts down from the low battery as soon as I boot it up. And I am refraining from charging it because the bottom surface of the keyboard is getting mildly warm if put on charge. 

None of the troubleshooting options (restore or refresh or clean the PC) are working.

Answer 3

Hello pratrac ,

We do hear your concern and upon that we would like to perform another troubleshooting steps that we provide below.

Here are the few things that we suggest you do :

1.Check connections and clean the connector on the power supply >

• Unplug the power supply from the wall.
• Clean the pins on the connector with a pencil eraser.
• Clean the pins on the connector with a cotton swab wet with rubbing alcohol.
• After you are done cleaning the pins, make sure all the pins on the connector are dry, plug the power supply into the wall, and then plug the connector back into your Surface.

2.Remove and reinstall battery driver. >

• From Device Manager, expand the Batteries category.
• Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK.

Note: For Surface Book devices there will be two battery drivers to uninstall.

• From the Action menu, select Scan for hardware changes.

3. Force the device to shut down and restart (varies by new vs old generation). >

• Press and hold the power button for 20 seconds.
• You may boot to UEFI. This is normal just exit UEFI.

4. Reset  > USB recovery > The customer will need to download and set up a recovery image on a USB drive. Send the USB recovery link to the customer and help them get started. Information on what size and type of drive is provided at the destination page.

Let us know how it goes.

Best Regards.