Since May, a number of Surface Pro 3 owners have been dealing with surprisingly weak battery life for the two-year-old device. The problem hits some users so severely that their battery lasts only an hour or two after a full charge. Now, Microsoft says it thinks it can fix the issue.

When the problems first hit Surface Pro 3, users wondered if the cause was a faulty battery; many people reporting problems had devices with a Simplo brand battery installed. Faulty battery recalls also aren’t uncommon in laptops and other devices. But Microsoft says that faulty hardware is not the problem.

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Surface Pro 3’s massive battery drain is a software problem, Microsoft says