Keyboard on new Surface Pro 11 does not always pair with unit upon startup

Well, it worked for me until this week. Idk what broke it again ...

Either KB5060842, KB5063060 or the firmware update (Microsoft Corporation - System Hardware Update - 5/21/2025)

What a shitshow

Note: see 3/20/25 update at end of this post.

William's post on 1/30/25 and Miles' on 1/31 were EXTREMELY helpful for me, arriving just a few days before my 60-day return window ended. Here's my detailed experience, which I hope is also helpful to other readers in the future.

First, a couple of notes. 1) On all support calls below, I was told this is not a known problem to Microsoft. Unless everyone here and on a similar Reddit thread is lying about their contacts with MS, it is not being entered as a known issue in their support database--everyone needs to report the issue to them. 2) For some unknown reason since I'm a home user, my keyboard serial number says it's a business product. So as tech support instructed, when I called sales (see below), that's what I said.

Now, my saga:

• Thursday, 1/3025--call to MS support via phone. Explained situation and threads saying many are experiencing and identifying triggering circumstances. Ran through usual hoops--installing computer and keyboard driver updates and whatever else was looked at via remote control. Of course, as we all know, it then worked when I tried on the call because circumstances didn't replicate the known cause. Was to call me back next day.
• Friday, 1/31/25--no callback. Got email saying to call again if problem persisted. Replied and said it did, and I needed a callback.
• Saturday, 2/1/25--no callback.
• Sunday, 2/2/25--called again, different agent. Explained, he said he couldn't resolve it, transferred me to sales to discuss replacement.
• Sunday, 2/2/25 after transfer to sales--explained entire situation, saying I wanted a replacement only if they know the problem has been resolved in the build I'd receive. Put me on hold to check and obtain approval from whomever, and after a lengthy wait the call was automatically transferred to post-call survey without agent returning to the line.
• Sunday, 2/2/25--immediately called again and received message saying no one was available.
• Monday, 2/3/25--called and again explained the whole situation. Agent thought a previous caller had the same problem, but I explained it wasn't quite the same--their keyboard wouldn't connect at all but did to a different device. Agent obtained approval to replace both computer and keyboard. I explained again I wanted them only if they were known to have this problem resolved. Agent couldn't assure that (of course, since it's "not a known problem"?) but said it would be one made in 2025, where my original was purchased 11/30/24.
• Current status: replacement Surface coming within a couple of days, keyboard on backorder for a few weeks (but agent hoped would come sooner). Charged me for new products but issued credits for the difference from original purchase, and I'll get credit for it when I return originals. Update 3/20/25: They actually charged me for the full price of the new products. Agent initiated return of originals so it would be dated within my 60-day window, but I have 30 days so will not return until both new products come.

I don't know whether the replacements will solve the problem. If not, at least I'll have newer devices, and I'll just give up and use Miles' workarounds (1/31/25 post in this thread).

Good luck to you all. And CONTACT MICROSOFT SUPPORT TO TELL THEM ABOUT THIS PROBLEM! Maybe after their agents waste enough time and good will trying fixes that don't work, they'll finally acknowledge the issue. I can dream.

Update 3/20/25: I received both my replacement products, but unfortunately the problem persisted. For now, I'm using Miles' workaround of pressing the Power button before unfolding the keyboard, and that's working fine. I had thought I would be charged the original (sale) prices for my replacement products, but instead I was charged full (non-sale) prices. That was fine because I expected an adjustment when I returned my original products and received credit for them. It didn't happen--I received only credit for the original prices. I reached out to the customer service agent who had helped me, and who had invited me to contact her directly any time I needed help, and I had another credit within hours. It was $19 less than the actual difference of $399, but I didn't quibble over that. Bottom line: even though the problem persists, I have products several months newer than the originals. And I hope Microsoft eventually solves this problem.

Vote with your wallet. Don't buy another surface. For me, this is the last straw.

I've done that with both the original and replacement keyboards. I believe that it always recognized the keyboard in the UEFI screen. A time or two, upon restart into Windows, the keyboard did not pair with the screen. But most of the time, it does. It's an annoying problem. At this point, I am going to see how things go for another few days. The tech at the store I bought the Surface from said that if the problem persisted with the new keyboard, then a look at the computer itself was the next step, which is the same conclusion you reached, so that is what I will do. Thanks.

Just for fun, I asked Bing AI chat about this and got this answer:

Yes, there have been reports of issues with the keyboard on the new Surface Pro 11 models with Snapdragon not being recognized upon startup^1^^2^. Users have mentioned that the keyboard sometimes fails to respond after the device has been turned off overnight^2^.

Microsoft has suggested several troubleshooting steps, such as detaching and reattaching the keyboard, ensuring the connectors are clean, and running the Surface Diagnostic Toolkit^1^^3^. If these steps don’t resolve the issue, it might be necessary to check the keyboard’s functionality in UEFI mode or consider a service order if the problem persists^1^^2^.

If you’re experiencing this issue, have you tried any of these troubleshooting steps yet?

Learn moreAlso, see this: Surface Pro 11 Keyboard Not Responding when Turning off at Night and - Microsoft Community