Surface Flex Keyboard Bluetooth Only

Question

My original Surface 8 Pro cover keyboard stopped working, and all I could use was the touch keyboard that appears in the System Tray. Now I wonder if the problem was the keyboard.

I went to Best Buy and bought a $350 Surface Pro Flex Keyboard with Pen Storage.

It only works when NOT attached to the Surface (via BT). The touch keyboard never disappears from the system tray, regardless of they keyboard being magnetically attached or not.

I removed it from the Bluetooth devices and restarted the Surface (I've done this several times).

I've cleaned the right side prong connector between the keyboard and the tablet.

(as an aside, my old keyboard still charged the pen) which is connected inductively on the left prong.

I've updated drivers.

I've run all System Updates.

I've gone into Time and Language > Typing and said 'touch keyboard - never' and it's still there.

Starting to wonder if there was anything ever wrong with my original cover keyboard.

TIA

Answer 1

Hello Peter,

Welcome to Microsoft Community.

After noting that you tested the keyboard and Flex keyboard separately on the Surface Pro 8, I surmised that the problem may not be from the keyboard, but rather from the Surface Pro 8 not properly recognizing the keyboard when physically connected to it.

For Windows 11, the "Touch keyboard" pops up automatically while in tablet mode, an automated feature designed to make it easier for users to type text while in tablet mode (that is, when the keyboard is not physically connected).

I believe that you've manually installed the appropriate drivers and firmware packages:

Download Surface Pro 8 Drivers and Firmware from Official Microsoft Download Center

And you've done a lot of things right, so you've probably noticed that the right pins on the Surface Pro 8 don't connect properly to the Surface keyboard, even though they seem to fit, so I'm guessing that this problem is probably due to a hardware failure on the Surface Pro 8.

Please send the Surface to the Surface Technical support team as soon as possible for inspection or repair, and if you want to confirm whether the keyboard is faulty, please send it to the Surface Technical support team.

I can direct you to Surface Live support who can help you create a service order:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

I wish you all the best.

Best Regards,

Mitchell | Microsoft Community Support Specialist

Answer 2

RESOLUTION AT THE END OF THE REPLY

Good morning, Mitchell -

Thank you for your thorough response.

I was thinking along the same lines - that for some reason the Surface is stuck in Tablet Mode.

I'm trying to find any resolution that doesn't involve sending the Surface in for repair, as that would be pretty traumatic. I'm a road warrior and have a lot of applications that are critical to me on the Surface. I'd have to have a clone ready to go before I could drop this in the mail.

There are a couple of behaviors I didn't mention in my initial question.

The first is: before it finally stopped working altogether I was getting a minute or two out of the original keyboard before it would go into Tablet Mode. I'd disconnect it and then reconnect it and get another brief period of use.

Second - When I went to Best Buy yesterday, I brought my Surface in with me and physically connected it to the display model and that keyboard worked. Granted, I didn't sit there and use it for 20 minutes, but I could snap it on and hit the Windows key and the Surface would respond.

Q: I see there is a reset function that says I won't lose my documents or apps but I'm skeptical. Can I really reload the OS and not have to re-install 2 dozen apps? Almost all my files are on the cloud so that issue doesn't concern me greatly.

Thanks again -

UPDATE - ISSUE RESOLVED

I used the admin command prompt and ran:

DISM /Online /Cleanup-Image /RestoreHealth

Then

sfc /scannow

Rebooted, and the new keyboard works. I have been using it all afternnon. Going to try the old one next and hope it doesn't fault again.

Peter

Answer 3

Hi Peter,

I was pleased to learn that the issue was resolved after you performed a fix to the system with the help of the system File checker:

**** Using System File Checker in Windows - Microsoft Support

This is a solution that originated at the system level and focuses primarily on performing fixes against the system. However, at the beginning, we are sorry that we did not consider this solution to try to recover it because of the inertia of thinking about Surface problems.

We certainly hope that this issue is permanently fixed so that we can share your solution with other users who are experiencing similar issues. But just as a friendly reminder, keep watching to see if this issue reappears during your continued use.

If this exception occurs again, then perhaps I can recommend that you try to reset or restore your Surface before recommending that you turn it over to the Surface Support team:

**** Restore or reset Surface for Windows - Microsoft Support

Yes, the "reset function" you see is in the system Settings:

Start > Settings > System > Recovery

However, this feature only keeps the data in the account folder on Drive C, it clears personal files elsewhere on Drive C and does not affect applications in other drive letters. But just in case, if you plan to do this, make a backup of all your important data ahead of time.

But I wish your Surface stays in good working order without having to be reset or sent to the Surface support team.

Please vote Yes or No below this post to help others with similar concerns.

Best Regards,

Mitchell | Microsoft Community Support Specialist