Surface Book 2 Keyboard Randomly Disconnecting

Question

I've been using a Surface Book 2 for several months now.  Over the past three weeks I've started having trouble with the keyboard and trackpad where it will randomly stop working.  That is, input on the keyboard or trackpad doesn't register on the screen.  The computer is not freezing up as I'm able to still able to use the touchscreen to continue working.  Sometimes the keyboard/trackpad will start working again after a few seconds, other times it won't, in which case the fix involves disconnecting the screen and reconnecting it.  

I've confirmed there's no dust or anything in the data port between the screen the screen and the keyboard.  Also, when this occurs there's no indication on the screen that the keyboard is disconnected.

In terms of fixes, I've tried two things:  1) I went into settings, selected "Bluetooth & Other Devices", then removed the Surface Keyboard.  It automatically re-installed.  2) I also re-imaged the machine.  Neither has helped resolve the issue.

Answer 1

Hi Trevor,

Thank you for bringing this up. Some of the possible reasons why your Surface Book 2 keyboard randomly disconnects may be due to software or hardware components of the device.

You mentioned that there’s no dust or anything in the data port between the screen and keyboard. However, there are some tiny objects or particles that may lodge in the connectors which may not be visible, but can cause problem with attaching and detaching the display, hangs or crashes, or other errors. In that case, we recommend that you clean the connectors as per instructions below:

1. Detach the Clipboard from the Keyboard.
2. Use a fresh swab to clean. (Use 95% isopropyl alcohol or higher if possible.) Clean the silver pins on both faces of the three connectors located on the top middle surface of the keyboard hinge. Rub the cotton swab back and forth vigorously to clean the pins. Use a fresh swab surface to clean each of the connector faces (six in total).
3. After you're done, make sure the pins are dry and that there are no cotton fibers on the connector. Reattach the Clipboard to the Keyboard.

Also, we recommend that you run the Surface Diagnostic Toolkit. This toolkit will install all the available updates for your device and check for any errors and fix it. You may refer to the article for more information and step-by-step guide on how to run the Surface Diagnostic Toolkit.

Kindly make sure that the Clipboard and Keyboard are securely attached. The Detach key flashes a green light if the Clipboard and Keyboard aren’t connected properly. Push the Clipboard down onto the Keyboard with moderate pressure to attach the Keyboard more securely.

For your reference, you can visit Fix problems detaching, attaching, or typing with your Surface Book keyboard.

Please respond to this thread to let us know how the issue progresses. Similarly, if you have more questions, please inform us by replying to this post.

Many thanks.

Answer 2

I have had my Surface Book'2 for 5 Days and this happens a lot. I feel it is software related not hardware as this is a brand new unit. I have just done a Windows update (From Microsoft) and for the last hour it has worked without an issue.

I am due to swap this for an ASUS at the good guys on Tuesday but if this one is fine Id rather keep it as its a lot of work moving to a new computer. If Microsoft could confirm that it was software related and that they have fixed it then Id be happy to keep it. If not, Im taking it back

Answer 3

Hi Robert,

This happens to me a lot when i try to use it as "studio mode", I bought it 2 days ago and thinking about return it now if things don't get fixed.

Answer 4

Hi Robert,

This happens to me a lot when i try to use it as "studio mode", I bought it 2 days ago and thinking about return it now if things don't get fixed.

I'm not sure what Studio Mode is, but 3 Days ago I did a Windows update and the problem has vanished. Perhaps run through any available updates and see if that fixes it. Otherwise I love this computer. The keyboard is the best I have used.

Answer 5

Studio mode is connect them together reversely and lay it down as a tablet. I've tried every possible way to fix this issue including updating, calling MS, re-installing OS and re-installing related drivers, unfortunately, not working.

Beside this issue, the CPU often throttled to 0.4ghz for no reason randomly. So I had to return it yesterday.