My new Surface Laptop will not charge with the power cable supplied

Hi Trevene Adams,

I understand your concern, especially since this is a new Surface Laptop and the supplied charger is not working as expected.

Before assuming that the charger or cable is faulty, please try a different wall outlet and make sure that all connections are firmly secured. If you are using the Surface Connect charger, please also check whether the light on the connector is off, flashing, or solid white.

You can then disconnect the charger from both the Surface and the wall outlet, wait at least 10 seconds, check the connector and cable for any visible damage or debris, and reconnect it. You may also flip the Surface Connect connector 180 degrees and test it again. These are the recommended checks in Microsoft’s Surface power supply troubleshooting guide.

Since the laptop can charge from your battery pack, but the supplied charger still does not work after these checks, the charger or its cable may need to be inspected or replaced. As the device is new, I recommend contacting the retailer or Microsoft Support to review the available warranty or replacement options.

Could you let me know what the light on the charging connector does when it is connected? Thank you so much for your understanding.     

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