Surface 5 Keyboard won’t work

Question

I have just taken my brand new Surface laptop out of the box and am trying to set it up.

I cannot get past the connect to a network page as the keyboard is unresponsive apart from the on off button. All the advice seems to be about issues after set up.

Any ideas or is it a hardware problem?

Answer 1

Hi Clive,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

I'm sorry to hear that you're experiencing issues with your Surface keyboard! Let's troubleshoot this together. Here are some steps you can try:

• Force a shutdown and restart your Surface: Force a shutdown and restart your Surface - Microsoft Support
• Confirm connectivity: Press the Caps and Fn keys on your Surface Type Cover or Keyboard several times to check whether the LED lights turn on.
• If the LED lights turn on, your problem may be with Windows and not the device itself.  The next step is to reset your Surface. Here's how: Restore or reset Surface for Windows - Microsoft Support
• If the LED lights don't turn on, there might be a hardware issue. To verify in UEFI, do the following: How to use Surface UEFI - Microsoft Support

Press the up and down arrow keys to change what is selected on the left side menu to check if the keys work or not.

• If the keys are working correctly in UEFI, but not in Windows: The problem is likely with the software installed on the Surface, and you'll need to reinstall. See Creating and using a USB recovery drive for Surface .
• If the keys are still not working correctly: If the Type Cover or Keyboard still doesn’t work on your Surface, submit a service order for your Type Cover or Keyboard.

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist