Some keyboard keys not working

Question

Some keys on my keyboard tend to not work intermittently (Y,U,I,O,backspace, left direction key, maybe more). A few times they work, but seems like the exception. I recently bought the Surface laptop Studio 2 and am still trying to set it up but keep noticing this issue. I have tried restarting the laptop but it persists. Not sure what could be wrong.

Answer 1

Hi Nkasiobi,

Thank you for posting in Microsoft Community.

Based on the description you posted, it seems that you have an issue with Surface laptop studio 2 wherein some of the keys are not working (Y,U,I,O,backspace, left direction key, maybe more). This may be caused by keyboard driver, Windows update or the device keyboard itself. 

Let’s work together in finding the best solution to this issue. We will do some basic troubleshooting to further fix the issue.

1. We make sure your Surface Laptop Studio 2 is up to date with the latest software updates. To do this, go to Settings > Update & Security > Windows Update and click "Check for updates."
2. Next, we will run the Keyboard Troubleshooter: Windows has a built-in Keyboard Troubleshooter that can help diagnose and fix keyboard issues. To run it, go to Settings > Update & Security > Troubleshoot > Keyboard and click "Run the troubleshooter."
3. Then we will clean the keyboard: Sometimes, dirt and debris can get stuck under the keys and cause them to not work properly. Try cleaning the keyboard with a can of compressed air or a soft-bristled brush.
4. If it's still not working, check the onscreen keyboard works.
5. If the onscreen keyboard work.
6. The next steps are to Reset the Surface device to clear out that this is not a software related issue.
7. If it's none of these step's work, it's possible that there may be a hardware issue with your keyboard.

For this case, please see these articles below for more details in getting service for the Surface laptop studio 2:

How to get service or repair for Surface - Microsoft Support

Get service for your out of warranty or damaged Surface - Microsoft Support

How much does out-of-warranty service cost for your Surface device or accessory? - Microsoft Support

To contact live support team.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community 

I hope this step will fix the concern we have. please tell me how it goes.

Kind regards,

Christopher.

Answer 2

Hello Christopher,

Thank you very much for the response. I worked with one of Microsoft agents (Judy Anne) yesterday to try all of these recommendations. Unfortunately, the keyboard issue persists and it seems like the PC needs to be replaced.

How do I initiate a return for replacement (not return for cash)?

Thank you

Answer 3

Hi Nkasiobi

Thank you for getting back with us here. I'm sorry to hear about this, it's none of our intention for this to happen and this is not the experience we want to have.

If you have already done the steps with the last agent and the issue still happens this is already an issue on the device that needs to be repaired or replaced. For this case we can follow the steps below on how to process the replacement online.

Process order online:

1. Open up your web browser to get online. 
2. Click in the address bar. 
3. Next, go to http://surface.com/support/service-order *If you are not already signed into your account, click Sign in in the     upper right-hand corner of the page and sign in. 
4. Click on the device requiring replacement.
5. You will be asked to validate your address for where we are sending the Surface. Make sure you validate your address or problems may develop during the exchange order. 
6. Select the option that best describes the issue. 
7. Select the service order type you prefer. 
8. Select Shipping method. 
9. Select Payment method for standard exchange, accidental damage claims, and out of warranty exchanges. 
10. You will then be shown an overview of your order. If you are satisfied with everything, click, Submit. 
11. You will then see an Order Confirmation page. 
12. You can now print off your Shipping Label, receipt, and packing instructions.
13. Then click, done once you are finished. 

• To track an existing order, log in using your Microsoft account to the same link as above. Scroll down and you should see “Current Repair Orders” - Click on the order number to see the current progress.

If you have issue processing the replacement online. Please click the link below to talk again to the live support team and they will help you immediately for the replacement.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

I hope this step will help you a lot on your concern. Please let me know how it goes.

Kind regards,

Christopher.

Answer 4

Dear Christopher,

Thank you for reaching out again. I took the matter up with Sales Support and have returned the laptop. The sales return process is not an exciting one, however, I hope the PC can be changed without further issues.

Warm regards,

Nkasi

Answer 5

Hi Nkasiobi

Thank you for your response. We appreciate that you have already spoken to the sales team and they have agreed to process a replacement. Please note that we will not be monitoring this thread any further. If you require further assistance, please create a new thread to discuss these concerns by clicking on this link: Create a new question (microsoft.com) We are here to help you right away.

Thank you for understanding.

Kind regards,

Christopher.