battery issue but battery is new not used bought this surface pro x in 2021 but opened in 2026 ten days back

Use the correct Microsoft Surface Pro X power supply, disconnect all accessories, force-restart the Surface, and install every update offered through the Surface app; do not uninstall the battery driver on a Surface Pro X.

1. Check the charger and connection

1. Connect the original Surface power supply directly to a different wall outlet—do not use a dock or hub.
2. Disconnect USB devices, the keyboard, external displays, and other accessories.
3. If the charger has a USB port, leave it empty.
4. Confirm that the light on the Surface Connect plug is illuminated.
5. Disconnect the Surface Connect plug, turn it over, reconnect it firmly, and wait 10 minutes.

Surface requires a power supply with sufficient wattage to operate and charge simultaneously. Microsoft recommends a genuine Microsoft or Microsoft-licensed charger intended for the specific Surface model.^1^

If charging through USB-C, use the charger and cable supplied with the device or ones that meet its charging requirements. A phone charger may provide power without being powerful enough to charge the Surface.

2. Force-restart and update the Surface

1. Select Start > Power > Shut down.
2. Press and hold the physical power button for 20 seconds. Continue holding it even if the Surface logo appears early.
3. After Windows starts, open the Surface app.
4. Expand Help & support.
5. Select Check for updates, install everything offered by Windows Update, and restart.
6. Return to the Surface app, select Get help, and run the checks it offers.

These are Microsoft’s Surface-specific steps for a device reporting “Plugged in, not charging.”^2^

Important: Do not use Device Manager to uninstall the battery or ACPI battery driver. Microsoft explicitly warns that on Surface Pro X, restoring an uninstalled battery driver requires a full system reset.^2^

3. Check the battery’s actual condition

Being unused does not by itself establish that the battery is functioning correctly. Check its reported capacity:

1. Open Start, search for Surface Diagnostic Toolkit, and install it from Microsoft Store if it is absent.
2. Open the toolkit and expand Battery information.
3. Review:
   • Designed capacity
   • Current/full-charge capacity
   • Wear level
4. Run the remaining diagnostic tests.

Microsoft identifies capacity below 70% of design capacity—more than 30% wear—as a point where battery replacement may be appropriate.^3^

4. Request service if it still will not charge

Create a Microsoft service request if any of these remain true after the preceding steps:

• The charge stays at 0%.
• The Surface turns off immediately when unplugged.
• Windows shows a red X over the battery.
• Diagnostics report poor battery health.
• The correct charger’s light is on, but the battery never begins charging.

Battery service availability and cost depend on the exact model, location, warranty, and protection-plan status. Microsoft or an Authorized Service Provider may offer paid out-of-warranty service.^3^ Avoid opening the Surface yourself unless qualified and the exact model has an applicable Microsoft service guide.

References

1. Surface charging requirements and power supplies
2. Surface battery won’t charge or Surface won’t run on battery | Microsoft Support
3. How to check the battery capacity of your Surface | Microsoft Support