Microsoft Surface Book 2 "Battery 1: 0% remaining, Battery 2: 0% remaining", Only works when power connected

Question

My Surface book 2 batteries suddenly dont charge beyond 0%

1. When plugged with AC cord, the white LED light turns on on the power cord.
2. Battery 1 and Battery 2 shows "0% remaining" and has the electric symbol on the icon (attached a pic)
3. I have tried device manager > update battery driver / uninstall driver / scan for hardware changes
4. I have tried microsoft surface app diagnostic tool / troubleshooting
5. I have tried wiping the power cord / port with an eraser and with alcohol and still no luck
6. I have tried detaching the screen from the keyboard manually using a paper clip and tried charging the keyboard and the tablet seperately on two different power cords, but still no luck.
7. I have tried using a new power cord.
8. I have done a battery report on cmd = powercfg /batteryreport (attached file)
9. I have done the reset by pressing the power button for 20 seconds.
10. I am not able to do a windows update "Surface - Firmware - 394.779.768.0" because it tells me "Plug in your device to continue installing this update."

STILL NOT WORKING. PLEASE HELP

Answer 1

hi Amrit Mirpuri,

Thank you for reaching Microsoft Community. I'm sorry to hear that you're experiencing issues with your Microsoft Surface Book 2.

Based on the information you've provided; it seems that the batteries of the device are not detected anymore and considering that you already tried all the necessary troubleshooting steps, this is likely a hardware issue already on the device in which no troubleshooting could fix. Please check these pages below for details in submitting the device for service:

• How to get service or repair for Surface - Microsoft Support
• Get service for your out of warranty or damaged Surface - Microsoft Support

You may also reach out to our live support for other options available and for further assistance through these steps below:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You may also see this forum article by Barb Bowman for a more detailed guide in getting phone or chat support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,
Marrion