Battery sudden drain 65%-0%

Discussion in 'Microsoft Surface Pro 4' started by rcwilkinson, Sep 16, 2016.

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  1. rcwilkinson

    rcwilkinson New Member

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    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
     
  2. rcwilkinson

    rcwilkinson New Member

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    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
     
  3. rcwilkinson

    rcwilkinson New Member

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    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?
     
  4. dcoplien

    dcoplien Member

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

    rcwilkinson New Member

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    This is for my SP4....

    Yea, battery changed baffled me....maybe it says that after it's completely drained...?
     
  6. DavidZ

    DavidZ Member

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    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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  7. rcwilkinson

    rcwilkinson New Member

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    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
     
  8. DavidZ

    DavidZ Member

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    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.
     
  9. rcwilkinson

    rcwilkinson New Member

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    Thanks David, I'll request a new replacement - hopefully they'll be favourable. Thanks very much for your input. Ross
     
  10. rcwilkinson

    rcwilkinson New Member

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    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
     
  11. DavidZ

    DavidZ Member

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    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.
     
  12. rcwilkinson

    rcwilkinson New Member

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    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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