Troubleshooting Surface battery issues

Applies to: Surface

This guided walk-through will help you identify your issue and provide steps to resolve your battery or power-related problem on Surface including how to get a replacement if necessary. 

To get started, select the symptom you are experiencing below, and confirm the issue based on the description.

Important notes:

  • If you’re not using a Surface device, and are having battery issues on a non-Microsoft PC, we recommend reaching out to the manufacturer of your PC for additional assistance. The content on this page is intended to support Surface devices only and might not be applicable to non-Microsoft PCs. You can also use the Microsoft Community for help with your issue as well.

  • This content does not apply to Surface Studio models. For more info about the power for Surface Studio, see Troubleshoot power problems with Surface Studio.

  • Some products might not be available in your country or region.

  • If you’re having issues charging using a Surface Docking Station, or Surface Dock, see Troubleshoot Surface Dock and docking stations.  

Tip!

Before troubleshooting, it’s a good idea to back up your data and personal information. For information on how to back up your data, you can see Back up the data on your Surface.

 

Surface connection

Choose this symptom when:

  • You connect your power supply to Surface, the LED on the tip of the power supply is off, or flashing.

If this is your issue, see Fix issues with your Surface power supply for steps on how to resolve.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.

Choose this symptom when:

  • When you push the Power button on Surface, nothing happens.
  • When your power supply is connected to Surface, the LED light on the tip of the power supply is on.
  • You see a black or blank screen after pressing the power button.

If this is your issue, see Surface won't turn on or wake from sleep for further troubleshooting.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.

When you press the power button, Surface turns on, but you get stuck at:

  • The Microsoft or Surface Logo Screen
  • A battery icon, thermometer icon, or a lock pad icon.
  • Automatic Repair or Choose an Option Screen.
  • UEFI or American Megatrends Screen

If this is your issue, see Windows doesn't start on Surface for further troubleshooting.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.

Choose this symptom when:

  • The battery life of your Surface devices is shorter than you would expect it to be based on your usage.
  • This can include battery life that lasts hours, or minutes.

If this is your symptom, see Maximize Surface Battery Life for further troubleshooting.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.

Choose this symptom when: 

  • The Surface runs ok while connected to the power supply, but once the power supply is disconnected, the Surface turns off.
  • The Surface only turns on or operates while the power supply is connected to power.
  • The LED light on the tip of the power supply is on while connected to Surface.

If this is your symptom select Start Troubleshooting below.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.

Choose this symptom when:

  • The battery icon in the Windows system tray has a red "X" over it. 
    Red X over battery icon
  • The battery is not detected, and Surface only works if the power supply is plugged in and connected to power.
  • Alternatively, the battery icon is missing from the system tray.

If this is your symptom, select Start Troubleshooting below.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.

Choose this symptom when:

  • The LED light on the tip of the power supply is on while connected to Surface.
  • The Surface’s battery percentage does not appear to be increasing or takes a long time to charge.
  • Windows might show that the power supply is connected, or that it is not connected.
    Battery icons
  • When you hover your cursor over the battery icon, you may see the message (plugged in, not charging).
    Hover over battery icon

 

If this is your symptom, select Start Troubleshooting below.

 If you’re using a Surface Dock or other docking station, disconnect from the dock and connect to the Microsoft Licensed Power Supply for your Surface. If the issue only occurs while connected to the Surface Dock or other docking station, see Troubleshoot Surface Dock and docking stations.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue. 

We strongly recommend that you use only the genuine Microsoft or Microsoft-licensed power supply that came with your Surface or was purchased separately to charge the battery. You can purchase Microsoft-licensed power supplies from the Microsoft Store.

To check your connections, disconnect the cable from your Surface, the plug from the wall, and the cable from the Surface power supply. Check each connection point for debris or damage.

Surface charger connection points

To clean your connections, follow the below steps:

Step 1: Disconnect the power supply from your Surface and the power source it is connected to.

Step 2: Clean the pins on the connector with a pencil eraser. Rub the eraser back and forth across the pins.

Step 3: Wet a cotton swab in rubbing alcohol. Clean the pins on the long, narrow part of the charger that you plug into your Surface. Rub the cotton swap back and forth across the pins. After you are done cleaning the connector pins, make sure that the pins are dry, and then reattach the power supply to Surface and the power source.

Step 4: Reconnect the power supply to the Surface, the cable to the power supply, and the plug to the power source. Make sure all connections are secure and tight.

For Surface Book , we recommend detaching the clipboard from the keyboard, then follow the above steps to check and clean the keyboard pins as well. If the connection is dirty, or loose, the Surface Book may not charge correctly.

If your power supply is damaged, it should be replaced. You can view available options for replacing your power supply by going to Device service and repairs, or by visiting the Microsoft Store.

 
 

How to tell if this worked? If this worked, the LED on the tip of the power supply will be lit when connected to Surface, and Windows will show the battery icon with a plug next to it.

SysTray icon plugged in

The Surface should now be charging.

Still having the issue? Keep your power supply connected to Surface and select No below.
 

Step 1: Go to Settings > Update & Security > Check for Updates.

 

Checking for updates
          

Step 2: Install Updates, and Restart Surface. There may be several restarts depending on the types of updates available.

For help with updates, see Install Surface and Windows Updates.

TIP! Having issues getting updates? Want to run your Surface through diagnostics? Check out the Surface Diagnostic Toolkit to fix issues with Windows Updates and access a suite of tests to run your Surface through.

How to tell if this worked? If this worked, the LED on the tip of the power supply will be lit when connected to Surface, and Windows will show the battery icon with a plug next to it. The Surface should now be charging.

SysTray icon plugged in

Surface connection

Still having the issue? Keep your power supply connected to Surface and select No below.

Step 1: Press the Windows key, and type in Device Manager. Press enter to launch Device Manager.

Step 2: Look for the Batteries node and select the arrow to expand it. Double tap or double click Microsoft Surface ACPI-Compliant Control Method Battery. Surface Book devices will have two of these drivers listed. Perform the following steps on both drivers if you are using a Surface Book.


Device Manager - Batteries

Note: Microsoft AC Adapter is the driver for your power supply. When the power supply is disconnected, the driver will not appear in the list.

Step 3: In the window that appears, select the Driver tab > Uninstall > Ok.

Driver tab

Step 4: From the Action menu, select Scan for hardware Changes. This will reinstall the battery drivers.

Device Manager - Scan

How to tell if this worked? If this worked, the LED on the tip of the power supply will be lit when connected to Surface, and Windows will show the battery icon with a plug next to it.

SysTray icon plugged in
.

The Surface should now be charging.

Did this resolve your issue? If not, keep your power supply connected to your Surface and select No below.

This will perform a reset of your Surface hardware. While you won’t lose any data as a result, it’s a good idea to make sure any work you have open on your screen is saved.

Step 1: Perform a Forced Shutdown. Follow the steps appropriate for your device here.

Step 2: If your device doesn’t restart on its own, you may need to attempt a restart by pressing the power button on Surface.

TIP! You can save your files and work to OneDrive to be able to access them from any device in the future, including iOS, Android and Windows.

How to tell if this worked? If this worked, the LED on the tip of the power supply will be lit when connected to Surface, and Windows will show the battery icon with a plug next to it. 

SysTray icon plugged in

The Surface should now be charging.

Did this resolve your issue? If not, keep your power supply connected to your Surface and select No below.

Your battery issue might be caused by: Software, Firmware, or the actual battery hardware. Performing a reset will eliminate Software or Firmware being the root cause of the issue. If a reset does not resolve the issue, then we will need to replace your device.

Both a replacement and a reset will require you to back up your data before proceeding. To learn more, see Back up the data on your Surface.

Use the below table to see which reset option may be right for you.

Recovery Type

What it does

How it impacts you

Reset from within Windows

A reset puts the device back to its factory settings; exactly like it was when you first took it out of the box. It uses a version of Windows that’s stored on your hard drive.

 

This is good to do if there are no issues with the version of Windows stored on your hard drive.

  • Data loss will occur
  • Settings will go back to factory defaults
  • Will need to reinstall both desktop and Windows Store apps.
  • Will likely need to install updates after the reset completes.

USB Recovery

Using a USB Recovery provides a completely new installation of Windows on your Surface, including the version of Windows stored on your hard drive.

 

This is the most complete, and thorough recovery option available.

  • Data loss will occur
  • Settings will go back to factory defaults
  • Will need to reinstall both desktop and Windows Store apps.
  • Will likely need to install updates after the reset completes.
  • Requires a USB drive to complete.

A reset will require you to go through initial setup once the reset completes. Keep your power supply connected during setup, and test your battery’s functionality once setup is complete, and you are logged into Windows. 

How to tell if this worked? If this worked, the LED on the tip of the power supply will be lit when connected to Surface, and Windows will show the battery icon with a plug next to it. 

SysTray icon plugged in

The Surface should now be charging.

If a reset resolved the issue, this means that something changed in your Surface’s software or firmware that caused the battery issue. As you add programs and apps back onto your device, continue to check your battery’s performance to see if you can identify the root cause.

Make sure you install any available updates for your Surface after performing a reset. For information on how, see Install Surface and Windows Updates.

Did this resolve your issue? 

Still having the issue? Your battery is likely experiencing a hardware failure. Go to Device service and repair to initiate a service order for your Surface. If you’d like to work with a Surface Support Advocate, contact us

Leave Feedback about your Surface and Windows experience. You can use Microsoft Feedback Hub to tell us about any problems you run into using Windows 10 on Surface, or suggestions on how to help us improve your experience.

We’re glad this resolved your issue.

Keep your device up to date by installing Windows and Surface Updates. To learn more, see Install Surface and Windows Updates.

Try the Surface Diagnostic Tool! You can test and diagnose issues with your Surface using the Surface Diagnostic Tool.

Leave Feedback about your Surface and Windows experience. You can use Microsoft Feedback Hub to tell us about any problems you run into using Windows 10 on Surface, or suggestions on how to help us improve your experience.

 
 

If your issue is not listed, this means that you may be experiencing a unique issue that may still be resolved with the troubleshooting steps on this page. 

Please review the other issues listed again. If it still seems your issue doesn't match those listed, choose Start Troubleshooting below and follow the steps to try to resolve the problem.

Choose this symptom when:

  • The Surface can charge but does not charge up to 100%, no matter how long you keep the Surface connected to the power supply.
  • This can occur when connected to a power supply, or a Surface Dock or docking station.
  • The LED light on the tip of the power supply is on while connected to Surface.

If this is your symptom select Start Troubleshooting below.

If this is not the issue you are experiencing, go back to the selections above and select one that more closely describes your issue.