Battery flat on Surface pro, Surface Dock will not charge it. Needs jump start from surface charger.

Had a few of these on our 200 surfaces in the organisation so I think it may be a bug...different Docks different Surface Pros.

Surface Pro i5 (Latest updates for 1709, latest drivers for 1709 etc...).  Kept in a drawer overnight.  Battery goes flat.  Plug into the surface dock 2 (latest firmware) and get a white flashing light on the charging connector.  Check connector, re-seat etc..same problem 100%.  Connect to the normal surface charger, solid white light, wait 5 mins, gets a bit of charge and then plug into the Dock - have a solid white light and the Surface happily charges.

Seems like some sort of bug to me...and a bit of Googling seems to show lots of others having a similar problem.  Not a big issue for me but those in the organisation who are not confident with technology log a support call, have lost their charger, can't work, asks for their trusty (rubbish) desktop to be returned, rants...etc..

I have obviously run through all the various Microsoft Troubleshooting guides but nothing quite fits with my circumstances.

If anyone has experienced this exact scenario and has an absolute solution then I am all ears (even if that answer is it is fixed 1803).

Many thanks.  

 

Question Info


Last updated August 22, 2018 Views 47 Applies to:
Please contact Surface Support for Business https://support.microsoft.com/en-us/help/4037645/surface-contact-surface-warranty-and-software-support so that they can properly trouble shoot with you/IT properly.
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

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Hi Barb,

Done ! Thanks for the advice and rapid response.

Adam

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Just to feedback my findings

This is as designed. A Technical summary of the problem from Microsoft Support engineer :

"The reason why this is happening is that the power supply of the dock (although it is 80W) reserves 30W of its power to the ports on the dock, this means that only 50W is available to the Surface Pro. This unfortunately is not enough to trigger the charging/booting."

A bit disappointing, always carry your Jump Leads Charger with you !!  Perhaps it will be addressed by the Dock Product team...

Adam

 

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