Intermittent keyboard issue with shift key

Question

I bought one of the last surface books before the update to version 2 and everything has been really great so far except - shift+7,8,9,0 and shift+up keys fail to register. This is mostly the case but I can get it to give the occasional symbol - 88*****888*8*88*88899999999(99

• I can get this buy hitting both keys lots of times and hoping it comes up. This is not the case for any other symbol 1!2"3£4$5%6^ which all work perfectly and the shift key, both left and right are the same, so I don't believe its the physical connections. The up arrow key is equally broken when used with shift.

Additional interesting hints to the issue - normally when you press and hold a key until starts repeating then hit shift it stops the stream and hitting shift doesn't do anything, however on the 7890 keys pressing shift will generate another key press.

I think this is probably a firmware issue rather than physical but as a programmer no brackets is almost impossible to work with.

Answer 1

Hi,

We would like to ask some questions so we can get this resolved quickly:

• Which OS Build version are you using?
• Any recent changes made prior to the issue?
• What troubleshooting steps have you done so far?

Let us know so we can further assist you.

Answer 2

Just ran the Microsoft Surface Diagnostic Toolkit and is windows/firmware was up to date.. 16299.192 is the OS Build.

Its been like this since I got it, November, but i didn't really identify it till a bit later on and its pretty intermittent though its pretty stuck like it at the moment.

Things I've tried are detaching the keyboard, and restarting then reattaching so the drivers are reloaded. As I said the shift and keys on their own work perfectly its just combination that fails, so I'm kinda out of options on the troubleshooting. I think its probably a firmware or hardware issue.

Any other information I can give you?

Answer 3

Thank you for the update. Since you have mentioned that the issue started when you got the device last November, we suggest that you visit our nearest Microsoft Store to have them check your device.

Let us know if you have further concerns.

Answer 4

interestingly enough, i too seem to have an issue with the left shift key, enter and 4. i found this year old post of a customer whom had an issue just like mine, but on a keyboard cover (https://answers.microsoft.com/en-us/surface/forum/surfaccesso/the-left-shift-4-and-the-enter-key-do-not-work-on/9d0bdb8f-7b1a-49d0-810d-2c60f6e06839) mine is a surface book (1).  

the enter key and 4 work when i keep pressing them for several seconds. as well as the op, and the old post, i dont think this is an hardware issue. 

i'm using the sirface book i7, running win 10 pro x6, build 17063

Answer 5

Now that I think of it, this issue definitely started to appear after updating the latest firmware. Please someone at Microsoft, do advice.