Surface Pro 8 keyboard not working: Drivers in an error state: Surface ME, error code = 14 Surface UEFI, error code = 14

Question

To anyone who may see this, I would really really appreciate your help if you have any knowledge to share!

I dropped my Surface Pro 8 about one year ago, and there is a crack originating in the bottom left corner and extending across the screen, in addition to a very small bend in the metal at the corner.

Over the past couple of months, the fan has started running very loud, at first only sometimes, and now, any time that the computer is on, regardless if any apps are running.

My MAIN ISSUE started a couple of weeks ago. The keyboard and touchpad do not work. I have tried all solutions offered on the Microsoft troubleshooting page for this issue. The LED lights on the keyboard do not light up which indicate that it is a hardware issue. I ran Surface Diagnostics which returned that my drivers are in an error state with the following details: Surface ME, error code = 14 Surface UEFI, error code = 14.

Additionally, the Surface pen is not working despite being detected by Bluetooth, but I'm not sure when this started as I don't use it super often.

Any help would be super, super appreciated. Thanks so much!

Answer 1

Hello, Isabel Fowlkes.

Welcome to Microsoft Community!

After reading your description completely, I understand that there is some degree of hardware damage on your Surface Pro 8. At the same time, these last few weeks you have noticed that the keyboard and touchpad are not working either. You ran through the Surface Diagnostic Tool and found that the driver was in an error state and pointing to UEFI.

The first thing we can try for a driver with an error or system level failure is the following:

Please try to manually obtain driver and firmware updates for the Surface Pro 8, which will help us troubleshoot potential driver failures. You can also copy the driver and firmware installation package to the Surface Pro 8 via removable media:

Download Surface Pro 8 Drivers and Firmware from Official Microsoft Download Center

Please reboot your device after the download is complete to apply the driver update. The above steps usually work if the problem stems from the driver.

If the problem persists, perhaps we need to try the ultimate solution at the system level: reinstalling Surface Pro 8.

Creating and using a USB recovery drive for Surface - Microsoft Support

We don't really want to go that far. If necessary, back up the important contents of your device in advance.

For hardware level failures, we can use the Surface App to get help from the Surface tech support team, which can fix cracks or repair keyboard hardware, among other things.

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 "Screen cracked", 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 now.

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist