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SL4 laptop keyboard issue

Anonymous
2023-10-13T06:55:37+00:00

I have raised a keyboard issue for below mentioned surface laptop 4, while raising complain call disconnected automatically and no call back from Microsoft support.

S/N: 0***********

Surface Laptop 4

Issue description: some buttons of laptop keyboard like V,e and b have become isolated and unable to type properly while on excel and other reports, need to replace laptop keyboard.

EDIT: Removed personally identifiable information (PII) from post.

Surface | Surface Laptop | Performance and maintenance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

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  1. Anonymous
    2023-10-13T15:16:11+00:00

    Hi Prashant Mishra.cw,

    Thank you for reaching Microsoft Community.

    I am aware of the problem you're having with your Surface Laptop 4 in which some of the keys are not working properly when on excel and other reports. I would like to ask some questions to further isolate your issue and formulate appropriate troubleshooting steps.

    • You indicated that the problem happens in Excel and other reports. How about searching the web or using a note-taking tool like sticky notes or notepad?
    • When did this issue started?
    • Any changes made prior to this issue happening?
    • Would you mind sharing the Windows build that your device is currently running?

    As a Microsoft customer support agent, I recommend that you try the following troubleshooting steps before considering a replacement:

    1. Restart your Surface Laptop 4 and check if the issue persists. Press and hold the power button for 20 seconds. If you see the logo screen appear after a few seconds, continue to hold for the full 20 seconds until you see the logo screen again.
    2. Check Windows Updates available: Go to Settings >> Windows updates >> Check for updates.

    For other troubleshooting guide, see Troubleshoot Surface Type Cover or Keyboard - Microsoft Support.

    I apologize for any inconvenience caused by the previous call disconnecting; I've sent you a private message for some details. Please check your profile's inbox and feel free to respond.

    I hope to hear back from you.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-10-17T21:58:05+00:00

    Hi Prashant Mishra.cw,

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

    Thank you for understanding. 

    Kind regards,

    Lavenia

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