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Charger Cord and Keyboard Cover Issues

Anonymous
2020-06-30T22:02:14+00:00

For the last 3 months I have been having intermittent problems with my Microsoft Surface Pro 6 charger cord and keyboard cover. 

The charger sometimes does not work, and at present is not working at all. Having checked online forums I know that the problem is with the box between the power cord and the charging cord.  I have tried to order a replacement cord but have not been able to receive the item due to supply problems.

The computer also fails to recognize the keyboard when I attach it at times.  I have found that rubbing the interface with alcohol seems to fix this problem (thanks YouTube) but I am having the problem with increasing frequency.

My computer is under the more expensive warranty, less than 2 years old, and I am not able to get any response from Microsoft.  The phone lines all point me to contact the local stores and the local store has been closed for 4 months.

How do I get help?  How can I get Microsoft to honor the warranty I purchased for hardware issues when I bought the computer?

WesleyMN

Surface | Surface Pro | Power and battery

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2020-07-01T04:50:00+00:00

    Hi WesleyMN,

    Thank you for reaching out Microsoft Community. We apologize for the troubles this has caused you.

    Please follow the troubleshooting steps below.

    ·         Check for Windows Update:

    Go to Settings > Update & Security > Windows Update > Check for Updates

    Please restart your device to apply the updates.

    ·         Run Surface Diagnostic Toolkit and make sure to complete the tasks.

    ·         Force shutdown the device and restart.

    1.) Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.

    2.) Press and release the power button to turn your Surface back on. You should see the Surface logo.

    If that doesn't work, use this two-button shutdown process to make sure your Surface turns off completely:

    1.    Press and hold the power button on your Surface until the screen turns off (about 30 seconds), then release it.

    2.    Press and hold the volume-up button and the power button at the same time until the screen turns off (about 15 seconds), then release both. The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.

    3.    After you release the buttons, wait 10 seconds.

    4.    Press and release the power button to turn your Surface back on. You should see the Surface logo.

    Once the device restarted, kindly uninstall /reinstall the Keyboard/Surface Typecover Filter Device and Battery Driver in Device Manager.

    1. Open Device Manager.

    1. Locate and expand Keyboard | Battery
    2. Right-click on Surface Typecover Filter Device  and select Uninstall. If there is more than one keyboard driver, uninstall those as well.
    3. Please leave the box unchecked if a pop up will show up before you can uninstall it successfully.
    4. Please do the same thing on the battery driver.
    5. From the Action menu, select Scan for hardware changes. You may also need to restart your device.

    If after doing the steps mentioned above and the power supply unit and its typecover is still having issues, kindly Contact Microsoft Support for replacement options. If you are outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers. When ask by the automated system, please say Surface so your call will be redirected to the Surface Team.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if there's anything else that needs to be addressed.

    Kind regards,

    Crest_Z

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  2. Anonymous
    2020-07-05T20:24:59+00:00

    I am back from a few days away and the charging issues with my computer have gone from bad to worse.  I tried each of the steps you outlined above with no success in resolving the problem before I left and then, when I used the computer yesterday, the light on,my charger was indicating that it was charging, but not actually doing so.  I tried to resolve the problem every way I could (including revisiting your suggestions) and now have a dead computer that I need for work tomorrow morning.

    I posted a comment on the customer service page you provided in your first response, but have not heard anything in reply.

    How can I talk to a person?  I would like your company to honor the extended warranty that I purchased 20 months ago, but the store where I bought the computer is closed still, and all contact numbers O can find online either dorect me to this online forum,or to make an appointment at the store.

    Help. I am feeling that I bought a lemon of a computer and I know Microsoft is a big enough company to have somebody at a help desk.

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