My keyboard and keypad doesnt work,, how to fix?

Question

i just bought it today and when i first turned my laptop on i couldnt even see anything pop out and i only heard the ai assistant talking through the laptop in regards to using accessibility i had to try to tap on the power button multiple times to get it back up and but realising my keypad doesnt work so as my keyboard.. and it kept on going for 1 hour i did try use my worked mouse to help and yes it did work but my keyboard and keyboard still does not work. It did pop out that they has a problem installing the windows and asked me to either use advance or reset and i still couldnt even do anything.

Answer 1

Hi Hanna,

Welcome to Microsoft Community.

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

I'm sorry to hear you're having trouble with your new Surface Laptop 5. Let's try a few steps to resolve the keyboard and installation issues:

• Force a shutdown and restart your Surface: Force a shutdown and restart your Surface - Microsoft Support
• 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: Creating and using a USB recovery drive for Surface - Microsoft Support

If the LED lights don't turn on, there might be a hardware issue. To verify in UEFI, do the following:

1. Turn off your Surface and wait 10 seconds.
2. Press and hold the Volume Up button—and at the same time, press and release the Power button.
3. You'll see the logo screen on your screen. Continue to hold the Volume Up button. Release the button when the UEFI screen appears.
4. 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.
   • 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 Surface. 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