Keyboard and Touch Keyboard Not Working

Question

Hello, 

Recently my keyboard and touch keyboard have stopped working. The detach key still works and I am able to detach the device. I have tried restarting, updating, force shutdown, etc. Touchscreen still works, just not the keyboard. The trackpad works. 

Help. Thanks.

Uri

Answer 1

Hi, Uri_4!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn that you have issues with your Surface Book 2's keyboard. Thanks for letting us know as it allows us to help you out with the troubleshooting steps to get the resolution for this. Just a heads up, if in case the steps wont work, the device will need to be sent in for replacement. By the way, you mentioned touch keyboard, is this the one on the screen? As for your keyboard base, is this happening on all keys or a limited number of keys?

In the meantime, please perform the following 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 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 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. Verify if keyboard (arrow key) allows you to progress through the menus, or the touchpad allows control of the mouse arrow.
5. Also go to Date & Timeto see if you can type at the blank field there.
6. If the issue persists, I am afraid the device needs to be sent in for replacement. If not, please proceed to the next steps.

• Check Settings.

Go to Settings > Ease of Access > Keyboard. Check for settings like Filter Keys that may be altering your experience from what is expected.

·         Check for Windows Update:

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

Please restart your device to apply the updates.

·        Run Surface Diagnostic Toolkit and make sure to complete the tasks.

We hope this helps you out. Otherwise, don't hesitate to update us so we can further assist you.  

Kind regards,                                                                                                                 

Janette_Z