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Unresponsive keyboard on Surface Laptop 3

Anonymous
2022-08-23T23:50:39+00:00

Hello, on my Microsoft Surface Laptop 3 some keys have begun to randomly not work correctly. Originally I thought it might be a hardware issue but nothing has happened that could damage the keyboard, and the problem arises in odd ways. I will be typing for a while then look back and notice that the U, N, H, R, and S letters are missing. The problem is usually with these letters. If I go back to fill them in, it will take 0-5 tries striking the key, then seemingly at random it will input correctly. However, after it has input once it will continue to function normally for about 30 seconds, then go back to not inputting without repeatedly striking the key. It has happened multiple times just since I began typing this question, where the keys will seemingly just not input then input at random and continue working as though it has been fixed for a short period of time before going back to the original problem. I hope I described the issue clearly enough, any help would be appreciated.

Surface | Surface Laptop | Performance and maintenance

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  1. Anonymous
    2022-11-20T12:34:06+00:00

    Hi Lavenia,

    So I have this same problem and nothing that you suggested has worked. I am just outside of my 2 year warranty from Microsoft but I would have thought this wouldn't be a problem for a well looked after laptop after this amount of time, and then to incure a $700 fee to get a refurbished one as a replacement.

    What other options do I have in regards to how I am covered under Australian Consumer Law? If my device is faulty then I am entitled to a replacement.

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  2. Anonymous
    2022-08-26T00:59:27+00:00

    Hi,

    This issue began roughly two weeks ago, say the 14th of August.

    My Laptop is currently on windows 11.

    I've tried all of the troubleshooting steps which you have suggested, none of which have resolved my problem.

    What else can you suggest I do to attempt to resolve this issue?

    Cheers,

    Connor

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  3. Anonymous
    2022-08-31T16:34:10+00:00

    Hi connorstephenson,

    We have received no response from you since we last responded. Please do not hesitate to create a new thread if you have new concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage. Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated into getting a resolution for this issue of yours We appreciate the time you spent with us.Kind regards,Lavenia

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  4. Anonymous
    2022-08-26T18:24:39+00:00

    Hi connorstephenson,

    Thank you for getting back to us. I appreciate your efforts in trying to resolve this issue and I'm sorry if none of the recommended steps works.

    Can you Boot the device to Surface UEFI screen and verify if those keys work?

    1. Shut down your Surface.
    2. Press and hold the volume-up button on your Surface and at the same time, press and release the power button.
    3. When you see the Surface logo, release the volume-up button.
      The UEFI menu will display within a few seconds.

    Test under date and time if keys works.

    Make sure filter keys are turned off in your Ease of Access settings

    1. Go to Start, and select Settings> Ease of Access > Keyboard.
    2. UnderFilter Keys, make sure the toggle is set to Off.

    If still issue persist, proceed to reset your device from the Cloud.

    1. Select Start and enter Reset this PC.
    2. Select one of the following that matches your PC:
      1. On Windows 10, select Get Started.
      2. On Windows 11, select Reset PC.
    3. Then select Keep my files, then Cloud download.
    4. Follow the on-screen instructions.

    Kind regards,

    Lavenia

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  5. Anonymous
    2022-08-24T18:31:31+00:00

    Hi connorstephenson,

    Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

    This particular issue can be cause by a driver malfunction or possibly the device is not fully updated. Allow me to ask few question to provide accurate resolution.

    May I know when is the first time this issue happens and what changes have been made prior to this issue?

    What is the current Windows version of the device?

    Have you tried any troubleshooting steps to fix the problem?

    In the meantime, I suggest to do the following steps and let me know if issue persist.

    1. Force the device to shut down and restart

    Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

    2. Run Surface Diagnostic Toolkit

    See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

    3. Run the system file checker to check if there are corrupted system files that are just looping around causing this kind of issue to exist.   To run the system file checker, kindly type Command Prompt on the search box next to the Windows icon and run it as administrator. Once done, type and enter sfc /scannow.

    Let it load, detect and repair those corrupted files. Whether it detects a corrupted file or not, kindly restart your Surface device afterwards.

    4. Update drivers and firmware

    Check what is the current OS Build of your Windows version.

    On the search box type Winver and run command.

    Go to Download driver and firmware for Surface, choose Surface Laptop

    Then click the link next to Surface Laptop 3 then click Download on the next page.

    Choose the .msi file that matches your current OS Build and click Next. After downloading, run and install the .msi then Restart. 

    **Note:**If there isn’t an .msi file that corresponds to the Windows build you have installed, select the .msi file that's closest to (but still lower than) your build number.

    Let me know how it goes.

    Kind regards,

    Lavenia

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