Surface Pro X - Keyboard / pen not recognized - no option to update to Windows 11

Question

Hi,

I recently bought for personal use Surface Pro X (with Arm proc).

First issues I am facing the keyboard and pen are not recognized.

Second issue I am not able to update to Windows 11. The device is still on WIndows 10 20H2. Its shown that it is up to date. In addition there is no option to choose feature updates.

Any idea how to solve these issues?

Thanks,

Andy

Answer 1

Hi AndreasWichmann,

Greetings! Thank you for posting in Microsoft Community.

I'm sorry to hear that the type cover and Surface pen aren't functioning anymore. Just to confirm few questions:

• Does the issue on the Pen happens to all writing apps?
• May I also confirm the exact model of your pen? see: Identify your Surface Pen and features.
• Do you see an LED on the Pen?
• Does the issue happens to all keys and touchpad?

Please perform the methods below:

• Run Surface Diagnostic Toolkit and make sure to complete the tasks.
• Check the settings for new or remaining Windows updates.
• Try to go to device manager, look for Surface Hot Plug - KIP > check if there's an exclamation point.
• Run the System File Checker.
• Test the keyboard in the UEFI environment. The UEFI environment is outside the Windows system so any issues that persists on the UEFI could be potential hardware issues. Go to settings > Update & Security > Under Advanced Start up , click on Restart Now, once you're on the UEFI settings, Go to Troubleshoot > Advanced options > Click on Command Prompt > Type "notepad" > test the keyboard.

The free upgrade to Windows 11 started last October 5, 2021 and will be phased and measured with a focus on quality. Following the tremendous learnings from Windows 10, we want to make sure we’re providing you with the best possible experience. That means new eligible devices will be offered the upgrade first. The upgrade will then roll out over time to in-market devices based on intelligence models that consider hardware eligibility, reliability metrics, age of device and other factors that impact the upgrade experience.

We expect all eligible devices to be offered the free upgrade to Windows 11 by mid-2022. If you have a Windows 10 PC that’s eligible for the upgrade, Windows Update will let you know when it’s available. You can also check to see if Windows 11 is ready for your device by going to Settings > Windows Update and select Check for updates.

Answer 2

Hi there,

I got Microsoft Surface Sim Pen 2 and type Cover both are not recognized.

I only have one pen and keyboard so that I can not do a cross test.

I ran through the Installation Prozess. After a coupe of days the keyboardand pen arrived. ( a mouse conneted via Bluetooth worked fine)

I dort see a led and the device can not be spotted although Bluetooth is enabled.

The other point is that no Feature Updates for Windows 10 21H2 are offered. No option which leads me to the Option for choosing 21h2.

• Does the issue on the Pen happens to all writing apps? yes as it is not recognized.
• May I also confirm the exact model of your pen? see: Identify your Surface Pen and features.
• Do you see an LED on the Pen? No
• Does the issue happens to all keys and touchpad? I only got one therefore no cross testing

Thanks again for your help

Andreas

Answer 3

I appreciate the information. Have you also tried to perform the methods above? When you say that the keyboard stopped working, do the keys and the touchpad of the keyboard aren't working?

Looking forward to your response.

Answer 4

Hi @John Neil_J,

maybe I was to unclear - sorry for that - the keyboard was not recognized.

When I attached it to the surface pro x I was not able to use it as an input device.

The typing was not transfered to the screen as with the pen slim 2 the pairing did not work out.

Thanks again,

Andreas

Answer 5

Thank you for the clarifications. It could be that the Surface Slim Pen 2 isn't receiving a power from the keyboard since the keyboard charges the Slim Pen 2 if it's working correctly.

To verify if the keyboard issue is related to hardware, try to test the keyboard in the UEFI environment. The UEFI environment is outside the Windows system so any issues that persists on the UEFI could be potential hardware issues. Go to settings > Update & Security > Under Advanced Start up , click on Restart Now, once you're on the UEFI settings, Go to Troubleshoot > Advanced options > Click on Command Prompt > Type "notepad" > test the keyboard.

If the issue on the keyboard continues to happen in the UEFI, please reach out to the customer support to get a replacement keyboard.

To reach out to the Customer Support, You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt.

You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1. Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account
2. To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

• You may select Provide your phone number and a support agent will call you option and you will be ask to select and confirm your phone number then click Confirm. You will then receive a phone call from support in a while.
• Selecting Chat with support agent in your web browser will ask you to confirm the email address associated with your Microsoft Account then click Confirm.