Firmware update charge cradle Slim Pen

Question

Dear all,

I have a Surface Duo 2 with charge cover but it does not charge my slim pen 2. I have received a new slim pen 2 from sales so it should be in working condition. I also have the old Slim Pen with charging cradle. I tried using this cradle to charge the slim pen 2 but it gives an error. It blinks white and red which indicates I should update the firmware...

I have a Surface Go 3 and other pc running windows but none of these computers is receiving the firmware update. Can someone please help with this problem? Just ordering a newer cradle is not the solution since they are out of stock here in the Netherlands.

Many thanks in advance.

Answer 1

That sounds great RemcoR. I am glad that someone from our support team assisted you further on this. I appreciate your patience and time you've dedicate into getting a resolution for this issue. Please don't hesitate to create a new thread if you have new concerns.

Keep safe.

Kind regards,

Lavenia

Answer 2

Hi RemcoR,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you. 

The issue that you experience with the pen is quiet unusual knowing that this is a brand new device. This is definitely the experience we want you to have. Let me help you on this and isolate what's causing the problem.

I'll be asking few questions to provide accurate solution.

Does your pen work or is it dead and not charging?

If yes. Were you able to pair it with your device? Can you take a screen shot of what does the status of the pen shows?

Is your Slim pen(old one) works using the Surface duo 2 charge cover?

I hope to hear from you soon.

Kind regards,

Lavenia

Answer 3

Hi RemcoR,

We have notice that you haven't replied to our first response. We would like to know if you still need further assistance with your concern. If yes, don't hesitate to response back so we can further assist you.  Hope to hear from you soon.Kind regards,Lavenia

Answer 4

Apologise for the late response, I did not receive a message that I had a response...

Your support department has made a ticket and is looking into the problem. It looks like my pen cover 2 is broken.

Regards, Remco

Answer 5

I have the same problem with a new Duo 2 and Slim pen 2 bought less than a week ago from MS. Except I am charging direct via the magnetic patch, not with a pen cover. The pen worked initially for a day and then stopped. Looks like it's not charging. On initial use the red light came on on the pen. Now it doesn't matter what I press, no response. The standard pen on my Pro 3 works on the Duo 2 although not as well. Before the slim pen 2 finally gave up the ghost it worked on my Pro 7 (just curious🤔) and when I pressed the top button it opened apps on the Pro nearby, but not the Duo. Hope you can help me. BTW when I try pairing it on the Duo, other devices are listed but not the pen. I'm pressing the top but nobody at home it seems.

The Duo 2 is great but can't live without pen functionality.