Microsoft Surface Pro 7 keyboard issue (again)

Question

After having tried literally every suggestion on the net (except reinstalling windows and all software that didn't come with Microsoft, (that I refuse to do) to get my Surface cover keyboard and mouse pad operational again, I'm trying here to see if I can get a good response. The problem is obviously (and half-way verified by Microsoft) due to an update that went wrong. But, there MUST be a way to get around this without re-installing everything. Let it be a registry hack (that I've don uncountable times) or similiar, but please give me the information about it! And yes, I won't press any charges if I should goof up on it. But could someone please explain where the problem is? The keyboard works in UEFI mode, so there is no physical damage what so ever.

Any idea or suggestion, especially from a Microsoft professional would be grealty appreciated!

Regards,

Mr. Gunnar

Answer 1

Hi Mr. Gunnar!

Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

I understand you're having issues with your Surface device. Happy to help and provide more options here.

I can see here that you have performed most of the troubleshooting already to no avail still. Thank you for verifying that the keyboard works in UEFI, then this can be due to a corrupted operating system due to an update. The best thing to do here is to perform a recovery image reset already. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset. Before you begin, you must have at least an empty 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

To proceed, please follow the detailed instructions in Creating and using a USB recovery drive for Surface - Microsoft Support.

Please let us know with how it goes. We look forward to hearing from you.

Regards,

RodelioP.

Answer 2

Hi Mr. Gunnar!

Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

I understand you're having issues with your Surface device. Happy to help and provide more options here.

I can see here that you have performed most of the troubleshooting already to no avail still. Thank you for verifying that the keyboard works in UEFI, then this can be due to a corrupted operating system due to an update. The best thing to do here is to perform a recovery image reset already. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset. Before you begin, you must have at least an empty 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

 

To proceed, please follow the detailed instructions in Creating and using a USB recovery drive for Surface - Microsoft Support.

Please let us know with how it goes. We look forward to hearing from you.

 

Regards,

RodelioP.

Hello RodelioP, and thanks for your reply.

However, as I clearly stated in my initial post, I have already received this instruction (several times), but wish to receive a more “senior support technician” advise on how to solve the problem, either by changing key values in the registry, or by any other means. Having to spend hours to reinstall Windows (and all my applications) because the (Microsoft original) keyboard is malfunctioning can’t be the only solution, surely you must know what causes the problem. So, please give me the details, and I’m sure I’ll work it out.

Regards,

Mr. Gunnar

Answer 3

Hi Mr. Gunnar!

Thanks for getting back to us!

Please try to update drivers and firmware here Download drivers and firmware for Surface - Microsoft Support. If that does not help still, then please contact our live Microsoft support team for further assistance. Since here in community forums, we have limited tools and resources to help you out. Below are the steps on how to contact them:

1. Go to Contact Us- Contact Us - Microsoft Support.
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

If the above steps did not work, you can also check on Barb's step by step instructions on how to contact support How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community.

Thanks again for choosing Microsoft. Hope this helps!

Regards,

RodelioP.