Malfunction of physical and on-screen keyboard.

Question

My surface Pro 8 laptop is not functioning at all. There is no possibility of checking if the keyboard works on another surface either. Further, ever since the issue with the physical keyboard arose, the on-screen keyboard is not working either. The only time I can access the on-screen keyboard is when I put in my passcode for the device. I have already tried removing, reattaching and cleaning the keyboard, updated the software, tried the device manager tip and, restarted the laptop. Nothing seems to be helping. Need help urgently.

Answer 1

Hi SS000000,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

It sounds like you've already tried a lot of the common troubleshooting steps. Here are a few more things you might try:

• Force a shutdown and restart your Surface: Force a shutdown and restart your Surface - Microsoft Support
• Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
• Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support
• Confirm connectivity: Press the Caps and Fn keys on your Surface Type Cover or Keyboard several times to check whether the LED lights turn on.
• If the LED lights turn on, your problem may be with Windows and not the device itself.  The next step is to reset your Surface. Here's how: Restore or reset Surface for Windows - Microsoft Support
• If the LED lights don't turn on, there might be a hardware issue. To verify in UEFI, do the following: How to use Surface UEFI - Microsoft Support

Press the up and down arrow keys to change what is selected on the left side menu to check if the keys work or not.

• If the keys are working correctly in UEFI, but not in Windows: The problem is likely with the software installed on the Surface, and you'll need to reinstall. See Creating and using a USB recovery drive for Surface .
• If the keys are still not working correctly: If the Type Cover or Keyboard still doesn’t work on your Surface, submit a service order for your Type Cover or Keyboard.

If Type Cover or Keyboard still won't work on your Surface, submit a service order

There's one last step you can take. If these steps don't resolve the problem, service and support options may be available to assist you. How to get service or repair for Surface - Microsoft Support

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist