Surface pro 7 win 10 touch keyboard crash

Question

Hi all, thank you for having me here.

I have windows 10 on my surface pro 7, updated, all working good except for the touch keyboard.

It crashes and disappears in tablet mode and desktop mode.

I've activated and deactivated it, also the service, stopped, disabled, enabled and started... In the file explorer and in all text input boxes, the keyboard appears and suddenly disappears.

How can I fix it without using other proprietary software?

Answer 1

Hi CristianCappai,

Thank you for reaching Microsoft Community. I'm sorry to hear about the touch keyboard issue you are having on your Surface Pro 7.

Please try first running these steps on your Surface Pro 7 then see if the issue persist:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Update drivers and firmware

Check what is the current OS Build of your Windows version by going to Settings > System > About. 

Go to Download driver and firmware for Surface, choose Surface Pro

Then click the link next to Surface Pro 7 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

4: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

Hope this helps.

Kind regards,

Marrion

Answer 2

Hi CristianCappai,

Thank you for reaching Microsoft Community. I'm sorry to hear about the touch keyboard issue you are having on your Surface Pro 7.

Please try first running these steps on your Surface Pro 7 then see if the issue persist:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Update drivers and firmware

Check what is the current OS Build of your Windows version by going to Settings > System > About. 

Go to Download driver and firmware for Surface, choose Surface Pro

Then click the link next to Surface Pro 7 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

4: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

Hope this helps.

Kind regards,

Marrion

Hi Marrion, thank you for helping me.

Unfortunately none of the bove fixed the issue. Please find here attached the weird behavior I'm trying to describe on my surface touch keyboard I've screencasted as a gif for your to understand better.

Answer 3

Hi CrisCMC,

Thank you for the response and for providing the details especially the screen recording showing the issue.

To troubleshoot further, can we try creating another user account on the device (we can try first a local account) then log in on the device using that account. Once logged in on that new user account, try testing and access the touch keyboard then check if the same issue occurs also. This is for us to isolate if the issue if account specific on the device or not. See: Create a local user or administrator account in Windows (microsoft.com) for reference.

Kind regards,

Marrion

Answer 4

Hi Marrion, thanks for getting back to me and for the help.

I can confirm the touch behavior is only affecting my administrator account. I created a test account and the touch keyboard works without problems. How can I fix it?

Answer 5

Hi CrisCMC,

Thank you for confirming. It seems that the issue is caused by some configuration or corruption on the current account that you are using. Next step, please try booting the device to Safe mode (Start your PC in safe mode in Windows (microsoft.com)). Once you are in Safe mode, try running the Using System File Checker in Windows (microsoft.com) again then scan for malware (Remove malware from your PC in Windows 10 (microsoft.com)). Exit Safe mode after then try to test if still the issue persist on your account.

If in case it persist on that account, I suggest making the new account you created as Admin then transfer your log in on that user account.

Kind regards,

Marrion