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Surface Pro 4 Battery Stuck at 0% Despite Plugged In and Charging

After the last update, my Surface Pro has stopped charging and has been draining over time. Now it needs to stay connected to a power adapter or else it will get immediately shut off. The light is a stable white, and I have already uninstalled and reinstalled the battery driver with no change. This is a really serious problem because I have a lot of sensitive work files on here and I can't use them if my surface pro immediately shuts off when not connected to power.

I checked and saw many people are having the same issue as of right now. I really hope this is not related to last update, or if this is some planned obsolescence strategy. I really do like Microsoft products and have owned this SP4 for 2 and a half years now.

COMPUTER NAME

PHILLSURFACE

SYSTEM PRODUCT NAME

Microsoft Corporation Surface Pro 4

BIOS

109.3681.768 03.01.2021

OS BUILD

19041.1.amd64fre.vb_release.191206-1406

PLATFORM ROLE

Slate

CONNECTED STANDBY

Supported

REPORT TIME

2021-06-1108:10:10

Installed batteries

Information about each currently installed battery

BATTERY 1

NAME

X910528

MANUFACTURER

DYN

SERIAL NUMBER

40261

CHEMISTRY

LION

DESIGN CAPACITY

38,152 mWh

FULL CHARGE CAPACITY

27,690 mWh

CYCLE COUNT

500

Recent usage

Power states over the last 3 days

START TIME

STATE

SOURCE

CAPACITY REMAINING

2021-06-0808:55:00

Active

AC

106 %

32,295 mWh

17:50:00

Active

Battery

106 %

32,347 mWh

17:50:05

Connected standby

Battery

106 %

32,347 mWh

17:50:22

Active

Battery

106 %

32,347 mWh

17:50:43

Connected standby

Battery

106 %

32,347 mWh

17:50:43

Active

Battery

106 %

32,347 mWh

17:52:29

Connected standby

Battery

106 %

32,347 mWh

17:58:45

Active

Battery

106 %

32,347 mWh

18:35:51

Connected standby

Battery

88 %

27,007 mWh

19:41:47

Active

Battery

87 %

26,692 mWh

21:21:04

Active

AC

22 %

6,615 mWh

2021-06-0900:10:15

Connected standby

AC

104 %

31,830 mWh

03:48:57

Active

AC

104 %

31,830 mWh

03:49:29

Connected standby

AC

104 %

31,830 mWh

08:57:35

Active

AC

105 %

31,912 mWh

08:58:10

Connected standby

AC

105 %

31,912 mWh

16:22:43

Active

AC

104 %

31,830 mWh

16:23:25

Connected standby

AC

104 %

31,830 mWh

2021-06-1009:41:47

Suspended

104 %

31,710 mWh

09:42:50

Active

AC

100 %

31,710 mWh

09:46:34

Connected standby

AC

101 %

31,942 mWh

10:57:10

Active

AC

101 %

31,942 mWh

10:57:44

Connected standby

AC

101 %

31,942 mWh

11:03:14

Active

AC

101 %

31,942 mWh

11:30:00

Connected standby

AC

101 %

31,942 mWh

11:30:03

Connected standby

Battery

101 %

31,942 mWh

11:30:03

Active

Battery

101 %

31,942 mWh

11:30:43

Connected standby

Battery

100 %

31,605 mWh

11:32:26

Active

Battery

100 %

31,605 mWh

2021-06-1108:10:07

Report generated

Battery

47 %

15,007 mWh

Battery usage

Battery drains over the last 3 days

START TIME

STATE

DURATION

ENERGY DRAINED

2021-06-0817:50:00

Active

0:00:05

-

-

17:50:05

Connected standby

0:00:16

-

-

17:50:22

Active

0:00:21

-

-

17:50:43

Connected standby

0:00:00

-

-

17:50:43

Active

0:01:46

-

-

17:52:29

Connected standby

0:06:16

-

-

17:58:45

Active

0:37:05

17 %

5,340 mWh

18:35:51

Connected standby

1:05:56

1 %

315 mWh

19:41:47

Active

1:39:16

66 %

20,077 mWh

11:30:03

Connected standby

0:00:00

-

-

11:30:03

Active

0:00:39

1 %

337 mWh

11:30:43

Connected standby

0:01:43

-

-

11:32:26

Active

20:37:40

52 %

16,598 mWh

Usage history

History of system usage on AC and battery

BATTERY DURATION

AC DURATION

PERIOD

ACTIVE

CONNECTED STANDBY

ACTIVE

CONNECTED STANDBY

2021-04-25 - 2021-05-02

1:29:17

3:00:43

78:02:13

48:26:08

2021-05-02 - 2021-05-09

2:09:02

1:18:54

119:17:51

25:41:33

2021-05-09 - 2021-05-16

1:43:11

0:12:44

128:21:41

33:15:52

2021-05-16 - 2021-05-23

0:55:54

2:33:28

116:52:51

47:06:42

2021-05-23 - 2021-05-30

1:32:59

0:11:00

67:33:25

90:26:38

2021-05-30

-

-

13:37:03

10:22:37

2021-05-31

-

-

14:43:33

9:16:06

2021-06-01

-

-

12:25:54

11:33:42

2021-06-02

-

-

15:29:09

-

2021-06-03

-

-

1:41:28

22:18:04

2021-06-04

-

-

10:27:03

13:32:32

2021-06-05

-

-

16:16:00

7:43:25

2021-06-06

3:49:29

0:51:30

7:35:27

11:42:59

2021-06-07

-

-

15:56:58

8:02:34

2021-06-08

2:18:31

1:12:26

13:10:04

7:18:29

2021-06-09

-

-

0:12:04

23:47:41

2021-06-10

1:12:37

0:01:43

0:31:01

10:57:51

Battery capacity history

Charge capacity history of the system's batteries

PERIOD

FULL CHARGE CAPACITY

DESIGN CAPACITY

2021-03-14 - 2021-03-21

32,872 mWh

38,152 mWh

2021-03-21 - 2021-03-28

32,274 mWh

38,152 mWh

2021-03-28 - 2021-04-04

31,072 mWh

38,152 mWh

2021-04-04 - 2021-04-11

32,520 mWh

38,152 mWh

2021-04-11 - 2021-04-18

32,494 mWh

38,152 mWh

2021-04-18 - 2021-04-25

32,475 mWh

38,152 mWh

2021-04-25 - 2021-05-02

29,944 mWh

38,152 mWh

2021-05-02 - 2021-05-09

31,639 mWh

38,152 mWh

2021-05-09 - 2021-05-16

32,959 mWh

38,152 mWh

2021-05-16 - 2021-05-23

31,426 mWh

38,152 mWh

2021-05-23 - 2021-05-30

30,532 mWh

38,152 mWh

2021-05-30

30,532 mWh

38,152 mWh

2021-05-31

30,532 mWh

38,152 mWh

2021-06-01

30,532 mWh

38,152 mWh

2021-06-02

30,532 mWh

38,152 mWh

2021-06-03

30,532 mWh

38,152 mWh

2021-06-04

30,532 mWh

38,152 mWh

2021-06-05

30,532 mWh

38,152 mWh

2021-06-06

30,532 mWh

38,152 mWh

2021-06-07

30,532 mWh

38,152 mWh

2021-06-08

30,532 mWh

38,152 mWh

2021-06-09

30,532 mWh

38,152 mWh

2021-06-10

30,811 mWh

38,152 mW

Battery life estimates

Battery life estimates based on observed drains

AT FULL CHARGE

AT DESIGN CAPACITY

PERIOD

ACTIVE

CONNECTED STANDBY

ACTIVE

CONNECTED STANDBY

2021-05-09 - 2021-05-16

2:37:10

21:11:45

75 % / 16 h

3:01:56

24:32:07

65 % / 16 h

2021-05-16 - 2021-05-23

3:36:04

59:32:28

27 % / 16 h

4:22:19

72:17:04

22 % / 16 h

2021-05-23 - 2021-05-30

3:08:20

20:08:06

79 % / 16 h

3:55:20

25:09:36

64 % / 16 h

2021-05-30

-

-

-

-

2021-05-31

-

-

-

-

2021-06-01

-

-

-

-

2021-06-02

-

-

-

-

2021-06-03

-

-

-

-

2021-06-04

-

-

-

-

2021-06-05

-

-

-

-

2021-06-06

5:12:33

27:56:19

57 % / 16 h

6:30:33

34:54:41

46 % / 16 h

2021-06-07

-

-

-

-

2021-06-08

2:46:23

117:00:44

14 % / 16 h

3:27:55

146:12:56

11 % / 16 h

2021-06-09

-

-

-

-

2021-06-10

2:12:06

-

2:43:35

-

Current estimate of battery life based on all observed drains since OS install

Since OS install

3:34:25

79:50:17

20 % / 16 h

4:17:59

96:03:27

17 % / 16 h

Hello PhillipLong2,

Thanks for posting your concern here. We're sorry to learn about this issue on your device.

As per the report, overall, it states that the Full Charge capacity which represents the amount of charge that the battery will actually hold is already less than the Design capacity. This drop in capacity is directly related to the age of the battery or a possible battery hardware failure.

For us to determine whether this is a software issue or possible hardware failure, we would highly recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

Note: This removes all the files and apps on your device. You will need to back up your data and reinstall the desktop apps or run updates after the completion.

To download the Recovery Image:

 

  1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage

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

  3. 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

  4. Download the recovery image using the button on the page

  5. 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.

 

 Format USB 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

 

Create a recovery drive:

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

  2. 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.

Perform USB recovery image:

  1. Turn the Surface off by pressing the power button

  2. Insert the USB recovery drive into the USB port

  3. Press and hold the volume-down (-) rocker

  4. Press and release the power button

  5. When the Surface logo appears, release the volume-down (-) rocker

  6. When prompted, choose your language options and keyboard layout

  7. Select Troubleshoot

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

  9. If prompted, select Repartition the drives.

After the completion, please observe your device and if the issue persists, we would highly suggest you to contact Microsoft Surface Support to seek further exchange options for your device. If you're located outside United States, see Global Support. Replacement cost applies to out of warranty device and for further service.

Hope this helps.

Best regards,

StevenK

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Question Info

Last updated January 21, 2025 Views 1,169 Applies to: