Surface Book Battery Drain while SHUTDOWN

[netwirejohn]

It seems odd that would be the issue, since I could understand it if the device was in sleep, but also being shut off completely seems not the normal circumstances.

 

[netwirejohn]

So I've received the new replacement Surface book and the same problem persists. I still can't figure why this continues to occur. Microsoft tech support says the replacement device is also defective...

 

[imtiyazp]

Hi there,

I was always using my Surface book (about 2 months old) with the power cable plugged in before I even switched it on. A few days ago I started the Surface book after a proper 15 hour shutdown and it would not start up. After plugging it in, I realised both batteries were about 2%. So I fully charged the unit and then did the same experiment overnight. The charge was about 7% in the morning. I started an online char with Microsoft who first asked me to install the MSI file drivers from their support page. I told them I had already done this and also the Windows updates already included the drivers and my Surface book was completely up to date. Then MS suggested that I do a USB restore from their Windows 10 image for their Surface book on from their Support page. I told them I had already done this and the issue was still there on a fresh install of Windows 10. So they said I could replace the unit. But I hesitated since MS said I may get a refurbished one. I told MS that I spend a lot of money on a 1TB, 16GB Surface and was not going to accept a refurbished one. They did not reply to this comment. So I decided to do some further tests and found something interesting.
If I was to shutdown the Surface book and immediately close the screen after the screen goes black, I seem to have the battery drain issue. But if I wait 30 seconds or press any key that would make the keyboard light up for a second and then close the screen the battery drain issue is not there. I am now thinking is this a hardware issue or software issue?

 

[imtiyazp]

Was the replacement device a Brand new one or a refurbished on?

 

[imtiyazp]

Hi there, please put my big reply to you on the main page, I do not have the text anymore,

 

[netwirejohn]

It ended up being a refurbished unit that they gave me. I wasn't too happy about that either since I was forcing that the device be a new unit. I also noticed the same behavior when shutting it down they keyboard stays lit for about 30 seconds if you press a key. I'm uncertain however if it makes any difference as I haven't tested it.

 

[netwirejohn]

I just wanted to give an update. So after I received the refurbished replacement device, it also exhibited the same issues. After fighting with Microsoft they claimed that the replacement they gave me was also defective, even though they ensured me that the devices they send out are tested and flashed with the latest drivers and firmware. Any case I requested multiple times to speak with their escalations team which failed to reach out to me and they were insisting to have the device replaced again. I told them I wanted them to replace it at the store since I did not want to wait over a week again for a replacement. Finally got to the store today and they've swapped it with a brand new one after fighting them about giving me a refurbished unit again.

Hopefully I get to test this again and see what happens. If it happens again I'm convinced its firmware/hardware related.

 

[netwirejohn]

So the keyboard backlight after shutdown is due to Fast Boot being enabled. It appears that before the Surface Book shuts down it puts the Surface Book in a quasi-hybrid hibernation mode, which causes the backlight on the keyboard to stay active for a while before completely shutting down. Turning off Fast Boot which I originally thought would help fix the issue, sadly did not. I contacted Microsoft Support again to please have them escalate my issue to a Team Lead as this is the 3rd replacement with the same problem.



Clearly you can see the discharge in the snippet of the report. The windows battery meter shows 96% for battery #1 .

 

[netwirejohn]

So wanted to provide another update. My latest test has the 3/8/17 firmware applied. I've separate the keyboard base from the tablet/clipboard and it's been observed that the battery loss is in the tablet/clipboard itself. The keyboard base stayed at 100%. The clipboard was at 97%. My support case has also been escalated with Microsoft.

 

[netwirejohn]

I'm surprised no one has chimed in about this issue. I've been getting nonsense info from Microsoft support and basically giving me no recourse. I'm demanding for a refund or a different model that works. This Microsoft support case has been opened for close to a month without resolution.

 

[netwirejohn]

I wanted to provide an update as to where we stand. I overnighted my documentation which included a Notice of Dispute and letter of my experience and finally got a call back from Global Escalations on 3/24. They are currently ordering a device to their Redmond, WA headquarters for testing and will provide me an update as to where we stand. The problem still continues with a 2-4% loss every 24 hours.

 

[Dush Ku]

I remember at first launch battery was an issue. Then early the next year they came out with an update that really helped things and most of the year the battery was great. I noticed after an update last Oct 2016 that the battery started draining more. Anyone else experience that time frame?

 

[netwirejohn]

So the last update from global escalations was that the test unit they used also exhibited the same issue. Their tech team is not certain why it drains the battery, however because it is within specification of loss (they told me it had to be 10% or more) they will not look into the issue. The escalations rep did say he was going to send me the unit he was working with to decide if the one I have or his is any better but I think the results will be the same regardless. He will follow up with me but also will speak to his management team as to if I don't decide to keep either of them what would be the next step.

 

[netwirejohn]

So finally returned the Surface Book back in the mail and went to the physical store to get my Microsoft Complete refunded. All in all this was the worse experience I've had with hardware especially with Microsoft. I think I'll be sticking to OEM hardware than Microsoft's devices moving forward.

 

[Dush Ku]

this is especially frustrating just after the Surface Laptop reveal said if you put it in sleep it will not drain one bit of battery.

 

[torbach1]

So finally returned the Surface Book back in the mail and went to the physical store to get my Microsoft Complete refunded. All in all this was the worse experience I've had with hardware especially with Microsoft. I think I'll be sticking to OEM hardware than Microsoft's devices moving forward.

I'm seeing similar issues, and numerous others. I got my Surface Book 2nd hand and it has a Best Buy Geek Squad warranty. I'm taking it in today to have it looked at, but they said it would be at least 2 weeks. Not sure how I'm supposed to leave my machine with them for 2 weeks. Overall, very disappointed with the Surface Book. Everyone raves about it being the best Windows laptop around. If this is the best, that's a sad statement.

FWIW, I've also had significant bluetooth issues with the Surface Bluetooth keyboard, and Surface Bluetooth Arc Mouse. I've resolved those, but not through support. I did that after spending about 6 hours trying to figure out what could be causing the issues, when support calls to both MS and Geek Squad couldn't resolve the issues.

 

[miraidave]

I wanted to bump this thread because I am having the same issues with my Surface Book and am considering using my Microsoft Complete warranty for a replacement. However, according to netwirejohn, he's had his Surface Book replaced 3 times with the same issue. I was wondering if this was a common occurrence or a design flaw with the powered latch. Before trying to send my SB in, I figured I would ask if anyone else, beside the couple that has responded to this thread, has this issue.

 

[orlbuckeye]

I've had 2 Surface Book and never had a problem with either.