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surface pro 4 keyboard/mouse not recognized

Anonymous
2020-07-30T14:59:25+00:00

Hi - my surface pro 4 does not recognize the keyboard and mouse when I start up the computer.  When i press the power and volume up buttons for 10 or 15 seconds, the keyboard and mouse work after the restart.  However, when i shut down and start again, I have the same problem.   

I have cleaned the contacts, reset windows to factory settings, and i am still having the same problem.

Colin

Surface | Surface Pro | Install and update

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  1. Anonymous
    2020-07-31T01:08:27+00:00

    Hi, colinderdeyn!

    Thanks for reaching out to Microsoft Community. We are sorry to learn that your Surface Pro 4 Type Cover stopped functioning. 

    To troubleshoot the issue on the Type Cover itself, kindly perform these steps:

    • 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.

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

    2.    Under Advanced startup, select Restart Now.

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

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

    You can also go to the Date and timesection to see a blank field to type in.

    If it doesn't work, the Type Cover needs to be replaced. Kindly check the page on How to get service for Surface or you can Contact Microsoft Support for replacement options.

    If it works, the keyboard appears to function and there may be a driver issue.

    • Check for Windows Update:

    Go to Settings > Update & Security > Windows Update > Check for Updates

    Please restart your device to apply the updates.

    If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

    Kind regards,

    Janette_Z

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