Surface Pro Snapdragon ARM64 and Type Cover

Question

Surface Pro Snapdragon ARM64 and Type Cover

Ford Prefect 20

I have already been caught in the endless catch 22 where I start by trying the Surface App (pre-Installed on my brand-new Snapdragon ARM64 Surface Pro) which, in general terms is useless. I just get a perpetual 'Checking connection' - so look for online help - all of which end up with ''use the Surface app'. Brand new and every start up needs the keyboard to be detached and reattached and sometimes this works for a while until next restart/shut down and restart. I have looked for some human agent to assist and that led me here. I am not really interested in troubleshooting for a brand new purchase so I would suppose I will likely need a return/replacement or similar.

I keep seeing (for example) The next step would be to contact Microsoft Surface Support ............, but that is what directed me here - another catch 22!

So, as Microsoft directed me here to get a human agent to help, how do I achieve that?

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Answer 1

Jess-Q 9,915 Microsoft External Staff Moderator

Hi @Ford Prefect

Thank you for posting your question in the Microsoft Q&A forum.

Regarding your issue, I’m sorry to hear about the frustration you’ve been dealing with especially on a brand‑new Surface Pro. Repeatedly needing to detach and reattach the keyboard after every restart, combined with the Surface app being stuck on “Checking connection”, is not the experience you should expect from a new device.

To contact a Microsoft Surface support agent without using the Surface app, here are a few steps you can try:

Option 1:

Visit: https://go.microsoft.com/fwlink/?linkid=2145857
Sign in with the Microsoft account used to purchase the device
Select your Surface Pro
Choose a hardware‑related issue and continue until chat or call‑back options are shown

For more details, please refer to: How to get service or repair for Surface

What happens when you send your device to Microsoft for a repair service?

Check your Microsoft warranty and create service orders

Option 2:

Go to: https://support.microsoft.com/en-us/home/contact
Type your issue in the search box.
Select Get help
Scroll down to find Contact Support
Choose a product or service
Select a product category
You can choose to chat with a support agent in your web browser

This connects you with the correct team who can access your case details, verify the status, and provide a concrete update.

Please have your serial number ready when contacting support.

Important Note: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

As a forum moderator, I’m unfortunately unable to intervene, escalate, or create repair orders. I apologize that I can’t help further from the forum side if this is a hardware issue, but contacting Microsoft Surface Support directly is the only effective next step.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Ford Prefect 20 Reputation points

2025-12-30T12:03:58.63+00:00

Hi Jess-Q

Thank you, That solved the contact issues.

I have arranged a return/replace now, but now I am wondering that if the problem shown by the Keyboard is actually an issue with the Surface Pro and that any replacement keyboard would just show the same issues. Where should I go to find if there is a known (similar) issue?
Jess-Q 9,915 Reputation points Microsoft External Staff Moderator

2025-12-30T15:10:33.69+00:00
Hi @Ford Prefect,

Thank you for the response.

At the moment, Microsoft does not publicly maintain a single, centralized list of all known hardware or firmware issues for Surface devices. Instead, information about similar or known issues is typically found across several official and semi‑official channels rather than in one place.

To check for known or similar issues, the recommended places are:

Microsoft Surface keyboard troubleshooting pages

These pages describe common symptoms such as the Surface keyboard not being detected, needing to reattach the keyboard, or the keyboard stopping working after restart. If an issue is widespread, it is usually reflected in these documents: Troubleshoot Surface Pro Keyboard or Type Cover

Surface update and firmware release notes

Microsoft publishes firmware and driver update histories for Surface devices. When a keyboard‑related or accessory‑detection issue is known and addressed, it is often referenced indirectly through firmware improvements rather than labeled as a “known issue.”: Surface update history

Microsoft Surface Support

For device‑specific issues like this, Surface Support is the only place that can confirm whether your reported behavior aligns with an internally tracked or known issue. Support agents have access to internal diagnostics, warranty history, and escalation channels that are not publicly visible.

I hope this helps clear things up and helps you find the most appropriate place to get assistance if you encounter a similar issue again.
Ford Prefect 20 Reputation points

2025-12-30T16:18:29.3833333+00:00

Thanks again,

Based on what information I read in those links, I have cancelled my return/replace and instead asked for return/refund. I can easily get a useless keyboard myself.

What's happening with Microsoft these days, they used to supply good quality - properly tested - hardware.
Jess-Q 9,915 Reputation points Microsoft External Staff Moderator

2025-12-31T15:13:00.9433333+00:00

Hi @Ford Prefect,

I’m sorry that the link I previously shared wasn’t what you were looking for. I understand how frustrating that can be, and I apologize that the resources I’m able to provide here are limited.

If you don’t need any further assistance from this thread, please let me know and I can go ahead and close it. Otherwise, feel free to share more details and I’ll do my best to help.
Ford Prefect 20 Reputation points

2026-01-03T20:05:03.4233333+00:00

Yes, please close the thread and thanks for your assistance.
Jess-Q 9,915 Reputation points Microsoft External Staff Moderator

2026-01-05T14:51:38.34+00:00

Hi @Ford Prefect,

I’m glad I was able to assist you. If you encounter any other Surface‑related issues in the future, feel free to post them here in our Q&A forum.

Answer 2

Ford Prefect 20

I rejected an answer because when following the instructions and going to support portal, it would appear to be written for business users and I am not a business. So any further assistance?

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Surface Pro Snapdragon ARM64 and Type Cover

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