Battery 2 Surface Book not charge

I bought my Suface Book 2 years ago or so, and I have a problem with the battery! I turn the power on and it appears the following message "battery mode connected, but not charging! Help me

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Hi,

I am have had trouble with my surface books base battery not charging for a while now and have looked around the internet for answers/solutions.

However, I have tried all with no success.

My problem is that the tablet part of the laptop cannot detach due to the battery not being charged enough, however, battery 1 cannot charge.

I have the power cable connected and battery 1 does not charge.

If any can please help that would be great,

Thanks

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Did you tried contacting Microsoft support directly? I guess that is the last resort.

I didn't have good response from Microsoft support too.

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Good afternoon,

I have a brand new Surface Book 2, Core i7, 16GB, 512GB SSD, 1050GTX.

I pulled it out of the box last night, unsealed it, plugged it in and once booted up it said 0% battery and not charging for both batteries.

- I tried an MS Surface Dock AC adapter, same issue.

- I tried cleaning the pins on the AC adapter, same issue.

- I tried updating to Build 1809, fully update, reboot, same issue.

- I tried deleting the battery drivers, same issue.

- I tried deleting the battery and keyboard drivers, same issue.

- I tried pressing and holding power for 20 to 30 seconds, same issue.

- I tried pressing volume up and power for both 10 seconds, and about 15 seconds, same issue.

- I tried reversing the tablet, same issue.

- I tried connecting a USB C cable to the MS AC adapter and connecting it to the SB2 USB C port while connected to the AC, same issue.

- I tried connecting a USB C cable from my StarTech 4K dock, same issue.

- I tried leaving it powered off and connected to the MS AC adapter all night, same issue.

I was only able to get the tablet to charge by connecting the MS AC adapter to the tablet portion directly.

- When docked, the DGPU (GTX1050) constantly gets discovered and disappears (discovery sound, and appearance/disappearance from the device manager)

- When docked, if it is quiet, I can hear a faint click every time the DGPU is discovered or disappears.

- It is ridiculous that this issue is so widespread and common among new owners.

- It is even more ridiculous that people who receive replacement units that work have the issue return after an update.

- It is ridiculous that this issue is happening on a "premium" computer that retails for more than 3500$ CDN.

- It is even more ridiculous that the responses I have seen in the myriad of posts about this issue get a canned response from the MS people in this forum that say clean the pins on the AC adapter, power it off and wait, etc.

I would expect that one of the most powerful tech companies in the world, who promises a premium experience with the Surface line of products, does not have a solution for a massive, widespread issue, on one of their "premium" Surface products.

The only reason I am posting this is to let others know that none of the "solutions" provided by other threads is an actual solution and it seems that there is no solution other than hoping a replacement will not suffer this issue.

I strongly suggest getting an extended warranty if you still intend to buy one of these devices even though I am against extended warranties.

I will be returning this unit for credit and moving onto another brand. It is a shame because I have owned a Surface Pro 1, 3, 4, and Surface Book 2 i5, and they all performed well, although I never owned them longer than about 1 year.

Good luck to all of you.

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Thanks for the reply,

Yes I have contacted Microsoft support directly however they said that they cannot do anything and that I should just buy a replacement one,

Not too much help from them but I guess if they can't do anything then I think my laptop is unfixable,

Thanks for the reply tho

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Hi France Cruise ,

First of all, we sincerely apologize for the inconvenience that had caused. Regarding your concern, may I know what troubleshooting steps you had already performed with the agent? and why did they say that you need to buy a replacement one?

Looking forward for your response

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Same problem here. Help! I need this computer functional for work. 

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I bought a Microsoft Book last week (through unlicensed channels, so the warranty had already dried up).

The battery was already half shot; it flipped between "0% not charging" and "100% fully charged". Presumably 4 years in isolation drained the battery and though the Book runs while plugged in, the battery is just discharging everything else and it won't charge (i.e. it shuts down due to lack of power immediately after being unplugged).

After updating to the most recent Windows version, the Book started going into hibernation every 30 seconds or so. Regardless of whether I was being idle or not.

A list of things I've done, in no particular order:

- 2 resets (one keeping my files, the next just resetting everything).

- turning off hibernation. This just made it shut down every minute instead of hibernating every minute. I had to speedrun through cmd to turn hibernation back on instead :').

- fiddling with power options. I've done most plausible things by now, including toggling screensavers, changing power settings back to defaults, etc.

- safe mode. It hibernates anyway, safe mode doesn't do anything.

While resetting, I discovered that the hibernation starts around 70% into installing Windows. It kept on hibernating through the last few minutes of Windows being installed, and then all the way through Cortana walking me through set-up.

I'm despairing because I'm 90% sure the update wrecked the battery even further or something, and... yeah. I don't have a warranty even though I only bought this last week :').

If anyone has any advice, please please please drop me a line.

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Hi Abygaille,

Thank you for your reply, I have had the laptop for just over a year now (so it's out of warranty), but it was working properly until one day I realised that the surface base battery was not charging.

I have tried to use Microsoft Surface Diagnostic Toolkit and it doesn't seem to fix the problem,

I have also deleted the battery drivers and searched for an update to see if the battery drivers were out of date or have an error, to no success,

I have re-installed windows again, multiple times,

I have done a full restart, two button reset, going into the bios (and not changing anything there),

I have (unfortunately) done a manual release of the table from the base and tried to charge the tablet and base separately, I only did this method after the warranty was gone.

After a while, I also realised that the firmware drivers were not working properly and tried to update them automatically as well as deleting them and manually installing them, again to no success.

I'm also not entirely sure which battery isn't charging, this is because when I did a manual release of the tablet, the tablet battery did not charge, however, when I connect the base and the tablet together battery 1 (the base battery) doesn't charge, however, battery 2 (the tablet battery) does charge.

Also, I can not start the laptop up when it shuts down due and I have to plug the laptop in. This is a real problem as I now need to always have to carry the charger with me.

This is the problems in all its detail, I do hope that this can be fixed,

Francis


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Hi France Cruise ,

Thank you so much for the information. Let's try to reset the device using the USB recovery image. If the issue won't be resolved by this step, we would suggest to contact Surface Technical Support for further resolution.

USB Recovery Image or Drive is the most complete form of reset. This option reimages the entire device, including the partition on the hard drive. You will need to back up your personal data and reinstall desktop apps. You will also need to run updates after completion.

Download and create a USB recovery drive

To download the recovery drive, you'll need:

  • A PC running Windows 7 or later.

  • A USB drive with a storage capacity of 8 GB or larger (16 GB or larger for Surface Pro series)

  • Visit the page athttps://support.microsoft.com/en-us/surfacerecoveryimage

  • Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)

  • From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device

  • Download the recovery image using the button on the page

  • When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

·  Create a recovery drive:

  1. Insert your USB drive into the USB port of your PC.

  2. From the desktop, open File Explorer

  3. Tap and hold or right-click on the USB drive and choose Format

  4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start

  5. Tap or click OK to erase the contents of the USB drive

  6. Tap or click OK when the format is complete

  7. On your PC, open recovery image that you downloaded by double-clicking it

  8. At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface (Cannot load Windows):

  1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.

  2. Press and hold the volume-down button while you press and release the power button.

  3. When the Microsoft or Surface logo appears, release the volume-down button.

  4. When prompted, select the language and keyboard layout you want.

  5. Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Note: Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.

  1. Choose either Just remove my files or Fully clean the drive.
    The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.

  2. Select Recover.
    Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

Note:

Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.

There is also a video posted on this article on how to recover your Surface device. This video is available in English only. Please copy and view this link -  https://support.microsoft.com/en-us/help/4023512/surface-creating-and-using-a-usb-recovery-drive

I hope this helps and should need further assistance, please reply back.

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FIXED! I pried the screen from the base with a screwdriver, charged the screen directly, then reattached the screen to the base. Now the screen and base both show 100% battery.

Apparently, the battery was charging, but the screen was not, because both batteries had died and weren't communicating.  I was I little uneasy about taking a flathead screwdriver to my very expensive computer....

But it saved me $600

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Last updated July 28, 2020 Views 1,503 Applies to: