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Tip: Having problems with your Surface? Try fixing it with the Surface Diagnostic Toolkit.

After your Surface turns on, you may have a problem with your battery or with Windows recognizing your battery. For example, if you experience the following issues: 

  • You receive a low-battery error like:

    • Plugged in, not charging

    • Battery not detected

    • Not plugged in

    • Plugged in, charging (won't run on battery)

  • Surface turns off when you unplug it.

Check the connections and power connector light

First, check for things that might prevent your Surface or Windows from starting or the battery from charging. Make sure that the connections are secure and that nothing is plugged in to the USB charging port on the power supply. If you see any damage to the charging port, power connector, or power cord, contact us.

The LED light should be on when your power connector is plugged into your Surface.

When the light is

It means

Off

Make sure the connector is connected securely to the device, then try to plug the power supply into another wall outlet. If the LED light is still off, you might need to replace your power supply. For more info, see What to do if your Surface power supply or charger doesn’t work.

Blinking or flashing white

Unplug the power connector from your Surface and check for damage or debris that could cause a bad connection. If the light continues to flash, you might need to replace the power supply. For more info, see What to do if your Surface power supply or charger doesn’t work.

Solid white

If the power connector light is on but you still have the problem, go to the Check the battery icon status on your Surface section. If the Surface does not turn on or start, go to Surface won’t turn on or start

Connecting your Surface to power

Important: Third-party compatibility

Some third-party accessories may be incompatible with your device or are potentially counterfeit, so we strongly recommend that you purchase and use original Microsoft or Microsoft-licensed devices or accessories only. Use of incompatible or counterfeit accessories, batteries, and charging devices could result in damage to your device and pose a possible risk of fire, explosion, or battery failure leading to serious injuries, or other serious hazards. Damage caused by use with products, not manufactured, licensed, or supplied by Microsoft is not covered under the hardware warranty.

Install updates

Make sure you have the latest updates installed on your Surface. Select Check for Windows updates below to open Windows Update in Settings.

Check for Windows updates

For more info about installing Windows updates, see Download drivers and firmware for Surface. Your Surface may restart automatically to install certain updates. If you need to restart your Surface, select Start  > Power Restart .

After your Surface restarts, keep checking for updates until you see Your device is up to date. If the update doesn't install successfully, see Trouble installing Surface updates?

Check the battery icon status on your Surface

For info about charging and battery status, check the Battery icon on the right side of the taskbar. Look at or hover your mouse over the Battery icon to view your battery status in the desktop notification area, and then select the section below that best matchws what you see on your screen.

If the battery icon shows a power plug on the taskbar, but when you select it, you see Plugged in, not charging, then Surface detects the power supply but is not charging the battery.

Solution 1: Check that you're using the included power supply

Surface is designed to work best with the included power supply, which makes sure your Surface is receiving enough power to operate the device and charge the battery.

Solution 2: Remove the battery driver and install updates (don't do this for Surface Pro X)

Note: The battery driver needs to be removed before the update, or the update may not work, and you may get Windows Update error 8024004C.

  1. Plug in your Surface.

  2. Select Search on the taskbar, enter device manager, and then select Devic Manager from the list of results.

  3. Select the arrow next to the Batteries category.

  4. Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery or Surface Battery, select the Driver tab, and select Uninstall Device > OK.

    You can also right-click Microsoft Surface ACPI-Compliant Battery or Surface Battery, and then select Uninstall device.

  5. Select the computer at the top of all the categories, select the Action menu, and then select Scan for hardware changes.

  6. Leave your Surface plugged in and install Surface and Windows updates, see Download drivers and firmware for Surface for details. If an update doesn't install, see Trouble installing Surface updates?

  7. Check your battery. If it's still having problems, see Force a shutdown and restart your Surface.

If the Battery icon shows a power plug and an X, your Surface detects the power supply but can't detect the battery. If your Surface turns off when you unplug it, go to Device service and repairs to start a service request.

If the battery icon doesn't show a power plug on the taskbar, even when the power supply is connected and the power connector light is on, your Surface does not detect the power supply and is not charging the battery. If your charge is below 10 percent, an X will appear. 

Solution 1: Change the power connector orientation 

Warning: Don't try this solution on Surface 3.

  1. Remove the power connector from your Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.

  2. Wait 10 minutes, and check to see if your Surface is charging.

Solution 2: Remove the battery driver and install updates (don't do this for Surface Pro X)

Note: The battery driver needs to be removed first or the update may fail with Windows Update error 8024004C.

To remove the battery driver:

  1. Plug in your Surface.

  2. Select Search on the taskbar, enter device manager, and then select Device Manager from the list of results.

  3. Select the arrow next to the Batteries category.

  4. Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery or Surface Battery, select the Driver tab, and select Uninstall device > OK.

    You can also right-click Microsoft Surface ACPI-Compliant Control Method Battery or Surface Battery and select Uninstall device.

  5. Select the computer at the top of all the categories, select the Action menu, and then select Scan for hardware changes.

  6. Leave your Surface plugged in.

Now that you've removed the battery driver, install Surface and Windows updates. See Download drivers and firmware for Surface for details. If an update fails, see Trouble installing Surface or Windows updates?

Check your battery. If it’s still having problems, see Force a shut down and restart your Surface.

If the battery icon shows a power plug on the taskbar, and the battery shows a charge, your Surface detects the power supply and is trying to charge the battery. 

Clean the connector on your power supply

  1. Unplug the power supply from the wall.

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

  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.

  4. Make sure all the pins on the connector are dry, plug the power supply into the wall, and then plug the connector back into your Surface.

If your device is charging but stops at 80%, Smart charging may be turned on.

For info about smart charging your Surface, see Smart charging on Surface. To learn about smart changing in Windows, visit Use Smart charging in Windows.

For Surface Book devices

Look at the Detach key—if it has a flashing green light, the screen and keyboard aren't connected properly. If it still won’t charge, remove the screen and clean the connectors with a pencil eraser.

  1. Rub the eraser back and forth across the pins.

  2. Wet a cotton swab in rubbing alcohol and clean the pins on the long, narrow part of the charger that you plug into your Surface. After you're done cleaning the connector pins, make sure that the pins are dry, and then reattach the screen to the keyboard.

The batteries in Surface Book may also charge at different rates, depending on the power state of each battery. Whichever battery has less than 20% charge will be charged first. After both batteries have been charged to 20%, both are charged at the same time.

For devices with USB-C

If you're having trouble using the USB-C port to charge your Surface, see USB-C and Fast Charging for Surface.

Surface shows a black screen with a large battery icon and then turns off

When the battery icon appears, it means the battery is critically low. If you haven’t done so already, plug in the power supply and charge your Surface.

If you already have the power supply plugged in, the problem may be with the power supply or battery. Here's what you can do if your Surface isn't charging when the power connector light is on.

Change the power connector orientation where possible or force a restart

  1. Remove the power connector from your Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.

  2. Wait 10 minutes and turn on your Surface.

  3. If it still doesn't turn on, press and hold the power button until the logo screen appears (about 20 seconds). See Force a shut down and restart your Surface for more info.

For Surface Dock

If your battery is completely drained, a Surface Dock might not be able to fully charge your device. Instead, use the power supply that shipped with the device. After your device has charged with the power supply for five minutes, again use the Surface Dock to continue charging.

If your Surface still won't charge

If these steps don't resolve the problem, you can submit a service order to Microsoft. Go to Device Service and Repair, register, and then select your Surface to start a service order.
DEVICE SERVICE AND REPAIR >

Related topics

Tip: Having problems with your Surface? Try fixing it with the Surface Diagnostic Toolkit.

After your Surface turns on, you may have a problem with your battery or with Windows recognizing your battery. For example, if you experience the following issues: 

  • You receive a low-battery error like:

    • Plugged in, not charging

    • Battery not detected

    • Not plugged in

    • Plugged in, charging (won't run on battery)

  • Surface turns off when you unplug it.

Check the connections and power connector light

First, check for things that might prevent your Surface or Windows from starting or the battery from charging. Make sure that the connections are secure and that nothing is plugged in to the USB charging port on the power supply. If you see any damage to the charging port, power connector, or power cord, contact us.

The LED light should be on when your power connector is plugged into your Surface. 

When the light is

It means

Off

Make sure the connector is connected securely to the device, then try to plug the power supply into another wall outlet. If the LED light is still off, you might need to replace your power supply. For more info, see What to do if your Surface power supply or charger doesn’t work.

Blinking or flashing white

Unplug the power connector from your Surface and check for damage or debris that could cause a bad connection. If the light continues to flash, you might need to replace the power supply. For more info, see What to do if your Surface power supply or charger doesn’t work.

Solid white

If the power connector light is on but you still have the problem, go to the Check the battery icon status on your Surface section. If the Surface does not turn on or start, go to Surface won’t turn on or start

Connecting your Surface to power

Important: Third-party compatibility

Some third-party accessories may be incompatible with your device or are potentially counterfeit, so we strongly recommend that you purchase and use original Microsoft or Microsoft-licensed devices or accessories only. Use of incompatible or counterfeit accessories, batteries, and charging devices could result in damage to your device and pose a possible risk of fire, explosion, or battery failure leading to serious injuries, or other serious hazards. Damage caused by use with products, not manufactured, licensed, or supplied by Microsoft is not covered under the hardware warranty.

Install updates

Make sure you have the latest updates installed on your Surface. Select Check for Windows updates below to open Windows Update in Settings.

Check for Windows updates

For more info about installing Windows updates, see Download drivers and firmware for Surface. Your Surface may restart automatically to install certain updates. If you need to restart your Surface, select Start > Power Restart.

After your Surface restarts, keep checking for updates until you see Your device is up to date. If the update doesn't install successfully, see Trouble installing Surface updates?

Check the battery icon status on your Surface

For info about charging and battery status, check the Battery icon at the right side of the taskbar. Look at or hover your mouse over the Battery icon to view your battery status in the desktop notification area, and then select the section below that matches what you see on your screen.

If the battery icon shows a power plug on the taskbar, but when you select it, you see Plugged in, not charging, then Surface detects the power supply but is not charging the battery. 

Solution 1: Check that you're using the included power supply

Surface is designed to work best with the included power supply, which makes sure your Surface is receiving enough power to operate the device and charge the battery.

Solution 2: Remove the battery driver and install updates (don't do this for Surface Pro X)

Note: The battery driver needs to be removed before the update, or the update may not work, and you may get Windows Update error 8024004C.

  1. Plug in your Surface.

  2. Select the search box in the taskbar, enter device manager, and then select Device Manager from the list of results.

  3. Select the arrow next to the Batteries category.

  4. Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK.

    You can also right-click Microsoft Surface ACPI-Compliant Control Method Battery and select Uninstall.

  5. Select the computer at the top of all the categories, select the Action menu, and then select Scan for hardware changes.

  6. Leave your Surface plugged in.

After you remove the battery driver, install Surface and Windows updates. See Download drivers and firmware for Surface for details. If an update doesn’t install, see Trouble installing Surface updates?

Check your battery. If it’s still having problems, see Force a shut down and restart your Surface.

If the battery icon shows a power plug and a red X, your Surface detects the power supply but can't detect the battery. If your Surface turns off when you unplug it, go to Device service and repairs to start a service request.

If the battery icon doesn't show a power plug on the taskbar, even when the power supply is connected and the power connector light is on, your Surface does not detect the power supply and is not charging the battery. If your charge is below 10 percent, a red X will appear. 

Solution 1: Change the power connector orientation

Warning: Don't try this solution on Surface 3.

  1. Remove the power connector from your Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.

  2. Wait 10 minutes, and check to see if your Surface is charging.

Solution 2: Remove the battery driver and install updates

Note: If you don’t remove the battery driver first, Windows and Surface update installation may fail with Windows Update error 8024004C.

Here’s how to remove the battery driver:

  1. Plug in your Surface.

  2. Select the search box in the taskbar, enter device manager, and then select Device Manager from the list of results.

  3. Select the arrow next to the Batteries category.

  4. Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK.

    You can right-click Microsoft Surface ACPI-Compliant Control Method Battery and select Uninstall.

  5. Select the computer at the top of all the categories, select the Action menu, and then select Scan for hardware changes.

  6. Leave your Surface plugged in.

Now that you've removed the battery driver, install Surface and Windows updates. See Download drivers and firmware for Surface for details. If an update fails, see Trouble installing Surface or Windows updates?

Check your battery. If it’s still having problems, see Force a shut down and restart your Surface.

If the battery icon shows a power plug on the taskbar, and the battery shows a charge, your Surface detects the power supply and is trying to charge the battery. 

Clean the connector on your power supply

  1. Unplug the power supply from the wall.

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

  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.

  4. Make sure all the pins on the connector are dry, plug the power supply into the wall, and then plug the connector back into your Surface.

If you’ve tried everything and you’re still having issues, go to Device service and repairs to start a service request.

For Surface Book devices

Look at the Detach key—if it has a flashing green light, the screen and keyboard aren't connected properly. If it still won’t charge, remove the screen and clean the connectors.

  1. Rub the eraser back and forth across the pins.

  2. Wet a cotton swab in rubbing alcohol and clean the pins on the long, narrow part of the charger that you plug into your Surface. After you are done cleaning the connector pins, make sure that the pins are dry, and then reattach the screen to the keyboard.

The batteries in Surface Book may also charge at different rates, depending on the power state of each battery. Whichever battery has less than 20% charge will be charged first. After both batteries have been charged to 20%, both are charged at the same time.

For devices with USB-C

If you're having trouble using the USB-C port to charge your Surface, see USB-C and Fast Charging for Surface.

Surface shows a black screen with a large battery icon and then turns off

When the battery icon appears, it means the battery is critically low. If you haven’t done so already, plug in the power supply and charge your Surface.

If you already have the power supply plugged in, the problem may be with the power supply or battery. Here's what you can do if your Surface isn't charging when the power connector light is on.

Change the power connector orientation where possible or force a restart

  1. Remove the power connector from your Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.

  2. Wait 10 minutes and turn on your Surface.

  3. If it still doesn't turn on, press and hold the power button until the logo screen appears (about 20 seconds). See Force a shut down and restart your Surface for more info.

For Surface Dock

If your battery is completely drained, a Surface Dock might not be able to fully charge your device. Instead, use the power supply that shipped with the device. After your device has charged with the power supply for five minutes, again use the Surface Dock to continue charging.

If your Surface still won't charge

If these steps don't resolve the problem, you can submit a service order to Microsoft. Go to Device Service and Repair, register, and then select your Surface to start a service order.
DEVICE SERVICE AND REPAIR >

Related topics

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