Keyboard issues with a brand new surface laptop

Question

I bought a brand new surface laptop 4. On opening it noticed that the keyboard is not working properly. Backspace does not work. Some of the keys are getting stuck and I need to press them a couple of times.

Laptop Description: Surface Laptop 4 13in7/16/512 W11 Blue

i am trying to get a hold of support but having no luck.

Please advice.

Answer 1

Hi Geetha Syamala,

Thank you for reaching Microsoft Community and apologies for the inconvenience this has caused you.

I understand that you should not be having these issues on a brand-new device but kindly try first running these steps below to make sure that the device has all the updates needed:

1: Run Surface Diagnostic Toolkit

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

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

If still the issue persists, please contact our live Microsoft Store support for assistance in getting the device replaced. See: Contact Microsoft Store Support - Microsoft Support for details.

You can also contact our live Surface Technical team for assistance through these options below:

1: Through the Surface app

Open the Surface App and select Help & support > Get help.

Type in the problem you need help with.

Look at any available solutions offered and select Contact Support.

2: Through the Contact Us - Microsoft Support page

Go tohttps://scanmail.trustwave.com/?c=10354&d=hvPq43orWVV6MIb5q8LX0B54LSw52WsgpnPasslMog&u=https%3a%2f%2fnam06%2esafelinks%2eprotection%2eoutlook%2ecom%2f%3furl%3dhttps%253A%252F%252Fsupport%2emicrosoft%2ecom%252Fcontactus%26data%3d05%257C01%257Cssri%2540microsoft%2ecom%257C54647b58c8ce44e7de8508dac19671af%257C72f988bf86f141af91ab2d7cd011db47%257C1%257C0%257C638035149195769168%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C3000%257C%257C%257C%26sdata%3dc0IcXJ%252FClUZITEDrQL%252BRpSFlV8aXwkndcr%252F7XAvXSJs%253D%26reserved%3d0Contact Us - Microsoft Supporthttps://scanmail.trustwave.com/?c=10354&d=hvPq43orWVV6MIb5q8LX0B54LSw52WsgpnPasslMog&u=https%3a%2f%2fnam06%2esafelinks%2eprotection%2eoutlook%2ecom%2f%3furl%3dhttps%253A%252F%252Fsupport%2emicrosoft%2ecom%252Fcontactus%26data%3d05%257C01%257Cssri%2540microsoft%2ecom%257C54647b58c8ce44e7de8508dac19671af%257C72f988bf86f141af91ab2d7cd011db47%257C1%257C0%257C638035149195769168%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C3000%257C%257C%257C%26sdata%3dc0IcXJ%252FClUZITEDrQL%252BRpSFlV8aXwkndcr%252F7XAvXSJs%253D%26reserved%3d0and select Devices.

Choose your preferred support method.

Type in the problem you need help with.

Look at any available solutions offered and select Contact Support.

Kind regards,
Marrion