Autorotate On message randomly appears, then Type Cover stops working

Question

On my Surface Pro 4, the black-backgrounded Autorotate On message randomly appears when I move the device. I am not disconnecting the keyboard or otherwise doing anything unusual with it. I am simply moving the SP4 from one position to another, such as between my lap and a desk or some different position in my lap.

When this happens, the Type Cover often stops responding: the keyboard and mouse don't do anything. (This is the regular SP4 Type Cover sans fingerprint sensor.) If I disconnect and then reconnect the Type Cover, it start working again.

Why is this happening? I saw reports of this on the Surface Book, but not on the SP4.

Answer 1

Hello Aren,

We're here to help. To better assist you, can you answer the following questions below:  

• Is this the first time you have encountered this issue?

• You mentioned about the 'Auto-rotate on' message randomly appears. Did you notice if there's also a message that prompts you to switch to 'Tablet mode'?

• Were there any differences when you flip over the Type Cover as you transfer from one position to another?

• Have you tried reconfiguring the Auto-rotate from Settings?

We'll be waiting for your reply.

Answer 2

Thank you. The answers:

Is this the first time you have encountered this issue? It has been happening consistently since new.

You mentioned about the 'Auto-rotate on' message randomly appears. Did you notice if there's also a message that prompts you to switch to 'Tablet mode'? Not recently. I remember something like that, but I think there was also an option to disable that dialog? I think I disabled it?

Were there any differences when you flip over the Type Cover as you transfer from one position to another? When I am in tablet mode, it is usually pretty reliable about changing orientation if I rotate the device.

Have you tried reconfiguring the Auto-rotate from Settings? No.

Answer 3

Hi,

To resolve this, you can check these troubleshooting steps below:

Method 1: Check the auto-rotation setting

Step 1: Detach the Type cover/keyboard. Check if the Rotation lock turned on. To do this, swipe in from the right edge of the screen, or select Action center taskbar.

 *Note: Rotation lock is undimmed when auto-rotation is locked. When auto-rotation is locked, the screen won’t rotate when you change the orientation of your Surface.

Step 2: Reattach your Surface typing cover, fold it back, and check to see if the display rotates automatically or receive a message as you turn your Surface.

*Note: Screen rotation on Surface should lock automatically when an attached Surface Typing Cover is in typing position.

Step 3: Restart your Surface.

*Make sure that the device is up-to-date.

Method 2: Check device Settings.

Step 1: Go to Settings > System

Step 2: On the left panel, select Tablet mode

Step 3: Under the When I sign in option, choose Use the appropriate mode for my hardware. Also, under the When this device automatically switches tablet mode on or off , choose Always ask me before switching.

Step 4: After you have reconfigured the settings, restart your Surface.

If the problem persists, you can contact our Answer Desk should you need further support.

Let us know how it goes.

Answer 4

Thanks, but neither of these appear to address the issue. The issue, as originally stated, was that the "Autorotate On" message spontaneously appears when the device is mildly jostled while moving it, and when that happens, the Type Cover stops responding until I detach it and then reattach it. The steps you gave above appear designed to diagnose when the autorotate feature isn't working at all. That is a different problem.

Answer 5

To isolate this issue, we suggest that you visit to any nearest Microsoft Store to have your device be checked with other keyboard.

If you are outside the US, you can always call our Global Customer Service should you need further assistance. You'll find the phone number for your country/region here.

Regards.