my new Microsoft surface Go 2 keeps switching to tablet mode and the keyboard and touchpad doesn't work, i have to switch on and off the touchpad to make it work

Question

my new Microsoft surface Go 2 keeps switching to tablet mode and the keyboard and touchpad doesn't work, i have to switch on and off the touchpad to make it work?

Answer 1

Hi Nafisa HUSSEIN,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

I am aware of the problem your Microsoft Surface Go 2 is having where it keeps going into tablet mode and the keyboard and touchpad don't work; you have to turn the touchpad on and off to get it to operate. I am here to help and let us work on this together. Allow me to ask some questions to further isolate the issue.

• May I know what build version of windows you are currently running?
• When did this issue started to happen?

 Here are some steps you can try to troubleshoot the problem:

Force the device to shut down and restart.

Press and hold down the power button until your Surface shuts down and restart and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Surface Diagnostic Toolkit

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

Detach and reattach the Type Cover or Keyboard:

Unplug your Surface and detach the Type Cover. Make sure there’s no debris or damage that may inhibit a connection. Reattach the Type Cover, ensuring that all the magnets touch the bottom edge of your Surface.

Get the latest updates:

Use the Surface app to check if your device has the latest updates. Open the Surface app, expand Help & support, and check if the update status is “You’re up to date” or something else. If needed, select the option to update the devices.

Confirm connectivity:

Press the Caps and Fn keys on your Surface Type Cover or Keyboard several times to check if the LED lights turn on. If the LED lights turn on, your problem may be with Windows and not the device itself.  In that case, you can try resetting your Surface.

For more details on the troubleshooting steps, see Troubleshoot Surface Type Cover or Keyboard - Microsoft Support.

I hope these works. Let me know how it goes.

Kind regards,

Lavenia

Answer 2

Hi Nafisa HUSSEIN,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,

Lavenia