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Battery sudden drain 65%-0%

rcwilkinson

New Member
Hi Guys

Another post about batteries/charging, I’m afraid!

Thanks for taking the time to read the below:

BACKGROUND
Yest morning, I used laptop for couple of hours in lectures. Went from 100% to 67%. No problem with that – was quite an intense 2 hours of typing / web browsing.

I then shut down laptop, for 20mins.

ISSUE1
I then booted up laptop, it reboot with circa 65% battery juice. I noticed is was a bit laggy, so decided to restart it (just 10mins or so after booting up with 65% battery juice).

*Laptop wouldn’t restart, it showed the large ''low battery' icon in the middle of the screen when attempting to boot up*

Question – should I be concerned that the laptop went from 65% to, seemingly, 0% in a matter of minutes? Could this be a hardware failure?

Question – will my battery running to ZERO cause damage/shorten its life?

ISSUE2
Anyway, I plugged in the powersupply after seeing this big battery icon.

*Laptop booted up, but said ‘plugged in, not charging’. I couldn’t get the laptop to charge, no matter what plug socket I used.*

Question – is this also a concern?

Anyway, I turned off laptop, and left on charger for an hour. When I turned back on, it had charged, over the course of hour, to 62%

Overall - Should I put the 2issues above down to an anomaly, or is something more sinister happening?

With many thanks

Ross

p.s battery report with commentary attached

battery drain.JPG
 
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rcwilkinson

New Member
Here is a screenshot of the 'energry drained' stats for the time just before the laptop wouldnt restart....

It proves that the laptop lost all its power over a matter of minutes...

Energy drained.JPG
 
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rcwilkinson

New Member
Sorry, me again!

In addition to the above q's, I was wondering if anyone knew why there are a number of 'battery changed' entries, in my first screenshot of the batter report?
 

dcoplien

Member
Is this for a Surface Pro4 or a Surface Book? I only see "battery changed" from my SB which has 2 batteries.
 

DavidZ

Active Member
It's not possible that your SP4 battery went from 67% to 0% in 15 minutes. Nor is it possible that it went from 0% to 65% in the next 7 minutes.

Clearly, for some reason, the CPU lost contact with the battery and the regained contact within a few minutes. What's not clear is whether the cause of the disconnection is hardware- or software-related.

I would be very concerned about this behavior. My guess is that it's more likely than not to recur. I suggest you contact Microsoft ASAP. One reason to contact them soon is to get the problem on record with them during the warrantee period. Your documentation is good. I presume they will learn something from it.

How old is your SP4? If your SP4 is within the return period (less than 30 days old), I would return it ASAP and buy a new one. If not, MS will probably offer you a refurbished SP4. Good luck.
 
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rcwilkinson

New Member
Thanks so much for the reply, that's very helpful

My surface is approx 3months old.

So MS will only offer me a refurb? Not a new one? Would you recommend I take the refurb?

With many thanks

Ross
 

DavidZ

Active Member
Thanks so much for the reply, that's very helpful

My surface is approx 3months old.

So MS will only offer me a refurb? Not a new one? Would you recommend I take the refurb?

With many thanks

Ross
I would argue for a refund or brand new SP4, but if not successful, would take a refurbished one. I'd rather have a refurbished SP4 than one that has exhibited the behavior you documented.
 
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rcwilkinson

New Member
I would argue for a refund or brand new SP4, but if not successful, would take a refurbished one. I'd rather have a refurbished SP4 than one that has exhibited the behavior you documented.
Thanks David, I'll request a new replacement - hopefully they'll be favourable. Thanks very much for your input. Ross
 
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rcwilkinson

New Member
Hello all

I'm planning on contacting MS support. Was just wondering if anyone else had any thoughts on the above? I want to be prepared as I speak to them.

Ross
 

DavidZ

Active Member
There's no way to know for sure how a company, or even a particular representative, will respond to a given situation. Nonetheless, your story coupled with your documentation paint a pretty clear picture of what happened. I guess I'd be somewhat surprised if they didn't offer to replace your SP4.

If there's a Microsoft store nearby, I'd opt to go there rather than doing it over the phone. I don't know whether you can or should make an appointment.

Good luck! Let us know what happens.
 
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rcwilkinson

New Member
Hi guys

Just a quick update. The issue reoccured today - the laptop wouldnt turn on, even though it 100% battery....the big battery symbol just displayed.

I got around to phoning MS support - they said they would send a replacement. But it would most likely be a refurb. I'm not too happy about that. I've asked for my case to be escalated as the device was only bought in June.

Thanks for your help

Ross
 

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