Some of the keys on my Surface Laptop have stopped working intermittently

Question

Some of the keys are sticking or not working at all. I've installed all the updates - this has only just started to happen. It sometimes used to happen with the battery was low but now this has been regardless of that.

Any advice?

Answer 1

Hi, Saraharwood1!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn that some keys on your Surface Laptop 2 stopped working intermittently. Thanks for taking the time to let us know about this and allowing us to help you out. You mentioned that some keys wont work. If only a limited number of keys is not working, it is more likely that this is a hardware issue rather than a software issue since some of the keyboard works. A replacement is needed for this. 

Kindly check out these steps if they've been performed though.

• 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 Microsoft logo.

If that doesn't work, here's how to make sure your Surface turns off completely:

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (this about 20 seconds), then release the power button.

• Verify if 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. Go to Date and time, then try typing inside the blank box to see if your keys are registered.

If not, this is a hardware issue.

• Go to Settings > Ease of Access > Keyboard. Check for settings like Filter Keys that may be altering your experience from what's expected.
• Run Surface Diagnostic Toolkit and make sure to complete the tasks.
• Last thing to do is to perform a reset. Check these 3 forms 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.

[**Reset from Within Windows**](https://support.microsoft.com/en-us/help/4023533/surface-restore-or-reset-surface)**:**  

           This option uses the devices Hard Drive Partition to reimage the device.

           This option can delete personal data (You can choose Keep my files or Remove everything).

           You will need to reinstall desktop apps.

           You will need to run updates upon completion.

           If there is an issue with the partition, the issue may still occur after the reset.

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.

We hope this helps you out.

Regards,

Janette_Z