URGENT: Surface Book Keyboard not working

Question

Hi,

It started few days ago with the keyboard randomly stops responding and the mouse freezing. It last few seconds when it happened;

Since yesterday, it's just not working anymore. Sometimes keyboard and mouse respond, but very shortly: I can't even type 10 characters before it stops again.

I tried every procedures, from cleaning the keyboard connectors with a swab to reset my surface. 

I'm on consulting engagement in Cotonou (Benin, West Africa) where there is no Microsoft store. I can't work since yesterday.

As info, I got the device replaced months ago.

Please help

Eric

Answer 1

Hi, egnacadja!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you have issues with your Surface Book's keyboard base wherein its keys and touchpad intermittently stops responding. Thanks for taking the time to let us know about this and allowing us to help you out.

Kindly perform the following troubleshooting steps to get the resolution for this.

• **Force shutdown the device and restart.**1.) Press and hold the power button until the screen turns off (about 10 seconds), then release the power button. 2.) Press and release the power button to turn your Surface back on. You should see the Surface logo. If that doesn't work, use this two-button shutdown process to make sure your Surface turns off completely: 1.) Press and hold the power button on your Surface until the screen turns off (about 30 seconds), then release it. 2.) Press and hold the volume-up button and the power button at the same time until the screen turns off (about 15 seconds), then release both. The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds. 3.) After you release the buttons, wait 10 seconds. 4.) Press and release the power button to turn your Surface back on. You should see the Surface logo.
• Verify it works in Surface UEFI.

1.    Select Start> Settings > Update & security  > Recovery.

2.    Under Advanced startup, select Restart Now.

3.    Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.

4.    Verify if keyboard (arrow key) allows you to progress through the menus, or the touchpad allows control of the mouse arrow.

• **Run Surface Diagnostic Toolkit or Windows Update.**For SDT, please go to **http://aka.ms/surfacedt**For Windows Update: Go to Settings > Update & Security > Windows Updates > Check for updates

Please restart your device to apply the updates.

If the issue is still present, last thing to do is to do a reset. Check out the 2 types of reset below:

Fresh Start:

            Fresh Start is the least intrusive form of reset.

            You will not lose any files or personal information.

            You will need to reinstall desktop programs.

            Fresh Start also ensures you have has all available updates once complete.

            If there is an issue with Windows itself, the issue may still occur after a Fresh Start.

USB Recovery:

          This option reimages the entire device, including the partition on the hard drive.

          It is the most complete form of reset.

          You will need to back up your personal data.

          You will need to reinstall desktop apps. You will need to run updates after completion.

          If the issue occurs after a reset, then the root cause is very likely hardware related.

          You will need to download and set up a recovery image on a USB drive. Open USB recovery link to get started. The information on what size and type of drive is provided at the destination page.

If all steps above have been exhausted and the issue still presents itself, please open this page to Contact Microsoft Support immediately for further assistance.

We hope this helps you out. 

Kind regards,

Janette_Z