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Microsoft Surface Laptop 5 Gen 12 - No Display, Keyboard or Trackpad Working

Anonymous
2024-01-22T18:50:23+00:00

I have a generic win10 ent 22H2 build that I deploy to laptops etc via WDS.

We recently updated the install image to have drivers etc for the Surface Pro Laptops.

Deploying this image to new surface pros usually goes OK although the laptop screen often goes very dark during the image install. As part of th deployment I usually have to attach an external monitor, keyboard and mouse via the microsoft dock as the onboard devices often do not function until windows update has updated firmwares and drivers.

Two of these laptops were built today but the onboad display, trackpad and keyboard refuse to function. Within uefi these all function correctly so not a hardware issue. The original build was done on lenovo laptops and my suspicion is something to do with drivers, although these all showup as working in Device Manager and compare identically with a working surface pro.

So far I have tried manually downloading the Surface pro driver package, and installing and running msoft surface diagnostic toolkit. I hav ealso uninstalled the Lenovo system update software that was part of the original build.

Any suggestions on next steps would be appreciated

Surface | Surface Laptop | Install and update

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  1. Anonymous
    2024-01-25T23:13:43+00:00

    Hello ,

    We are happy to hear that the problem you had with [Microsoft Surface Laptop 5 Gen 12 - No Display, Keyboard or Trackpad Working] has been resolved. We’re glad we were able to help you!

    To help other customers searching for help on related issues, please feel free to mark the response you found most helpful by clicking “Yes” on the bottom of that post. This will ensure the helpful responses are most visible when searching (and you can vote more than once if the solution was spread over multiple posts).

    Thanks again for choosing Microsoft!

    Sincerely,
    Christopher

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  1. Anonymous
    2024-01-23T00:00:30+00:00

    Hi Ian Wilson1,

    Thank you for posting in Microsoft Community.

    I’m sorry to hear that you’re having trouble with your Microsoft Surface Laptop 5 Gen 12. Based on the information you provided, it seems that the onboard display, trackpad, and keyboard are not functioning after deploying a generic Windows 10 Enterprise 22H2 build to the laptop. You mentioned that the original build was done on Lenovo laptops, and you suspect that the issue is related to drivers.

    1. First, try resetting the Surface Laptop 5 by holding down the power button for 30 seconds, then release it and press it again to turn it on.
    2. If that doesn't work, try booting into Safe Mode by holding down the Shift key while pressing the power button. This will start Windows with only the basic drivers and services, which may help identify any driver conflicts.
    3. If still persists, we will be going to reset the Surface device using the recovery image. This is a fresh Windows installation specifically on your Surface device.

    To Download USB Recovery Image - http://aka.ms/sri    

    REQUIREMENTS:

    To ensure compatibility with your Surface device, it is recommended to use a USB flash drive with a minimum storage capacity of 16 GB to 32 GB and format it to FAT32. If the storage capacity exceeds 32 GB, it is not possible to format it to FAT32 as only XFAT and NTFS options are available. Please note that if a USB flash drive is formatted to XFAT or NTFS, it will not be detected on your Surface device.

    NOTE: Creating a recovery drive will erase all existing files that are stored on the SSD drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed.

    Once the download is complete, create a folder on your desktop and rename it to ‘recovery’. Extract the recovery image to the folder you created on your desktop. After the extraction is complete, select all the files in the folder and copy and paste them directly to your USB flash drive. Do not copy the folder directly to the USB. Once the copying is done, remove the USB and connect it to your Surface.

    When you are ready, please click this link Creating and using a USB recovery drive for Surface - Microsoft Support to follow the step on how to use the recovery image.

    Please let me know how it goes and hopefully it helps.

    Kind regards.

    Christopher.

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  2. Anonymous
    2024-01-25T11:41:06+00:00

    Yes sorry I have resolved the issue. For the benefif of others I took no action other than shut down the laptops and restart the following day.,

    As mentioned in the thread, although i suspected a driver issue, none of these showed up in device manager as having an issue.

    Repair options where limited as the build includes a lot of bespoke configuration.

    No idea frankly what the issue was. If I find out anything further i will add to this thread.

    Thanks for the replies Christopher

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  3. Anonymous
    2024-01-24T21:09:38+00:00

    Hello Ian Wilson

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com) Thank you for understanding.

     Regards,

    Christopher

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