Surface Pro 7- The brightness keys (F1&F2), fast forward key (F3), mute key (f4), and 'volume down' key (f4) does not always seem to work properly.

Question

I had no clue what happened, I was just watching a movie-
I just wanted to decrease the volume of my laptop, so I tapped on the control volume keys. For some odd reason, both keys were working fine (as they always did), but then only the 'increase volume key' was left working.

Furthermore, I noticed that not only was my 'volume down' key malfunctioning, but also the keys before it was inoperative. The keys from F1 to F5 does not seem to work properly anymore after that. (Note: everything else after F5 works fine)

I find it weird that sometimes they do work (hard tapped or not), but then they randomly go back to being idle.
I have tried basic troubleshooting from the previous Microsoft questions I saw online, but alas, none of them worked for me.

Besides watching movies on the surface pro, I use this for my studies as well, so I really need this.
I hope someone can help me fix this issue. Thank you in advance.

Answer 1

Hello, Mira_el.

Welcome to Microsoft Community!

I understand that some of the keys on your Surface Pro 7 do not work correctly when using the keyboard.

What I would like to confirm with you is whether you are experiencing a similar issue when using the on-screen keyboard?

To assist you in investigating this issue, allow me to share the following with you:

You can try to manually obtain the driver and firmware installation packages for Surface Pro 7 to troubleshoot potential driver issues and maintain device performance:

Download Surface Pro 7 Drivers and Firmware from Official Microsoft Download Center

Incorrect keyboard drivers or outdated driver versions may cause such issues.

After the download is complete please try to perform a forced reboot of the device and reconnect the keyboard, this is to reset the hardware cache and apply driver updates:

Detach the Type Cover or Keyboard

1. Unplug your Surface and detach the Cover.
2. Make sure there's no debris, damage or anything that may inhibit a connection.

Force your Surface to restart

1. Select Start> Power> Shut downand wait for your Surface to shut down.
2. Now, press and hold the power button for 20 seconds. If you see the logo screen appear after a few seconds, continue to hold for the full 20 seconds until you see it again.

Reattach the Type Cover or Keyboard

1. Re-attach the Cover, making sure that all the magnets touch the bottom edge of your Surface.

The above steps usually work if the problem originates with the driver.

If the problem persists, it is necessary to consider a hardware problem originating from the keyboard.

As I am not in a position to directly assist you in debugging your device, I recommend you to contact the Surface Technical Support team for more efficient hardware service.

I share with you the steps to create a service order here:

Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

1. Click "Help and Support" and then click "Get Help".
2. Briefly describe your problem in the text box, such as "Some keys on the Surface keyboard don't work properly", and then press Enter.
3. Click "Contact Support" at the bottom.
4. Select "Technical Support" and click "Confirm".
5. You will see "Chat support" and "Phone support" options, please contact them during working hours, you will get one-to-one support services.

These are some of the information I can share with you at this time.

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 2

Greetings Leo,

Thank you so much for the response!

To answer your question regarding the on-screen keyboard, yes it does work, but the on-screen keyboard is relatively different from the physical one. The on-screen keyboard does not have the control brightness/volume functions; however, it works well on the F1-F5 keys.

I appreciate the advice, unfortunately downloading the driver installation package did not work. I did all the steps afterwards and there was still no visible changes.

I might try the Surface contact support; I was just hoping there was a simpler way.
Thank you again for the help!

Answer 3

Hi, Mira_el.

Thanks for your reply.

From the looks of it, this is more of an issue stemming from the keyboard. As you have been able to confirm that all functions of the on-screen keyboard are normal and also troubleshoot the driver issue.

Getting hardware support would be the appropriate next step.

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist