Surface pro 7 type cover/ keyboard not working

Question

I am now on my second type cover that has stopped working. I have tried everything to trouble shoot from restarting, force shut down, uninstall and reinstall drivers, update all software, USB recovery and the key board/ type cover continues to randomly work just and not work just like the first one I had did.

Answer 1

Hi, Jae.V!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you still have issues on your 2nd Type Cover for your Surface Pro 7. Thanks for taking the time to let us know about this and allowing us to help you. From what you mentioned, it looks like you did most troubleshooting steps so far. If I may ask, have you tried the Type Cover on another Surface Pro? Also, can you check Surface UEFI?

1. Select  Start > Settings  > Update & security > Recovery.
2. Under Advanced startup, select Restart Now.
3. Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.

Once inside the Surface UEFI page, go to Date and timethen press on the blank field in line with New date and time.

Kindly check if you can type inside the blank field and move your mouse. 

That way, we can check if this is a hardware issue or not.

Let me know how it goes.

Kind regards,

Janette_Z

Answer 2

I have the same issue.  Have tried all the troubleshooting mentioned by Jae.V, including a reset to factory settings.  I tried the UEFI date and time suggestion above.  The keyboard would not type in the new date and time box, nor did I have mouse control.  I've had this surface for 5 months without issue and yesterday the keyboard just stopped working consistently.

Answer 3

Hello, JHennessey!

We apologize for the delayed response. Thanks for letting us know that you have the same issue as OP. We're truly sorry to learn about this. If the keys and touchpad don't work in Surface UEFI, I am afraid to inform you that the device needs to be sent in for replacement. Kindly Contact Microsoft Support to get assisted by one of our advocates to process your device replacement.

1.    Please make sure you are signed into your Microsoft Account when you go to that page above, then click Contact Support.

2.    A new window will pop-up showing the Microsoft Virtual Agent.

3.    Type Replace my devicethen press Enter.

4.    In the responses, click None of the above until you get to another response that gives you an option to Talk to a person.

5.    Once you click Talk to a person, select Surface when asked for your product and hit Next.

6.    Select Warranty and service when asked for the issue and click Next.

7.    Still click on Nextbutton when asked for a bit more info.

8.    You will be asked to register your Surface Pro 7 (if not yet registered) or choose it (if already registered). 

9.    Kindly wait so that you will see an option for a callback.

10.  Enter your phone number and confirm it.

11.  You should see a confirmation that your scheduled callback has been successful and a call will be made within the expected timeframe.

If you prefer to call and outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers.

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,                                                                                                                 

Janette_Z

Answer 4

I have not tried the type cover on another device as i only own one surface pro. I just checked the surface UEFI with the instructions you gave me and nothing shows up when i type.