MS Update bricked my Surface Cover keyboard keys though the trackpad works correctly

Question

Surface Pro 7. I loaded an MS update and now none of the keys on the Surface Cover keyboard register when pushed; however, the trackpad does move the cursor correctly when I run my finger across it. I ran the Surface diagnostic tool but when I got to the keyboard test it didn't register any keypresses and thus didn't complete the test. I then deleted and reloaded the driver but this did not solve the problem. I fully deleted the cover and that didn't work either. Tried my Cover on my father-in-law's Surface 7 and it works perfectly so the Cover is not the issue. Tried backing out the update but I get an error message that it can't be deleted. Then fully reset my Surface Pro deleting all info and applying a clean copy of Windows 10 from MS. Checked for updates. None available. Cover type keys still do not register while the trackpad does continue to work correctly. Any help is appreciated. TIA

Answer 1

Hi randonneur15,

Thank you for reaching Microsoft Community.

When you reinstalled Windows on the device, did you use the Surface Recovery Image for the device or a Windows 10 ISO file? If using a Windows 10 ISO file, we recommend using the Surface Recovery Image in reinstalling Windows on the Surface. See the steps below. If it was the Surface Recovery Image used already and still the issue persist, please try to boot the device to its UEFI screen then check if the keyboard does not work also on that screen. See: How to use Surface UEFI (microsoft.com) for the steps on how to get to the UEFI settings. Once you are on the UEFI screen, go to Time and Date then try typing on the space provided. After testing, select Exit > Restart now.

USB Recovery:

         This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for
   Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device
4. Download the recovery image using the button on the page
5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

Answer 2

Thank you for your extensive response. I went into the UEFI menu and under Devices turned off and then on the Surface Cover option. Then restarted. This seems to have reset everything and the keyboard now works though it now thriows in random characters as you type. I edfioted thios but then left thios part sio yiou can see what iot dfoies. Wioll check languages tio seeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee

Ugh. Now bricked again after doing random stuff and then acting like the e key was stuck and dying out again. Will now try full technical solution to try and fix this update issue.

Answer 3

Hi randonneur15,

Thank you for the response.

Observing on your reply, it seems that its the letters o, f and e only that usually do the error. This seems to be a hardware issue already on the typecover. I suggest that you contact support for options available and for further assistance. You may contact them through the business numbers listed in Global Customer Service phone numbers (microsoft.com) or through this page: Contact Us - Microsoft Support using the details I provided on this thread: Contact support.

Answer 4

Nothing really seems to have worked; however, an update that was just released and applied seems to have resolved the issue. Using the surface cover to type this response without incident.