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Surface laptop 7 mute key not working

Anonymous
2025-04-19T16:14:45+00:00

Hello,

on my brand new Surface Laptop 7 (Intel), the mute key is not working. It seems to be a software issue, an error message appears, saying no app to handle that key is installed.

I also went to a store to try another, similar device - same issue. And I contacted Microsoft support, they were unable to help.

When will this issue be fixed?

Thanks!

Surface | Surface Laptop | Sound and camera

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  1. Anonymous
    2025-06-19T03:58:51+00:00

    Hello,

    Welcome to the Microsoft Community.

    Please refer to the following methods to troubleshoot the issue from both hardware drivers and software aspects:

    1. Check and Update Drivers

    • Keyboard Drivers:
      1. Open Device Manager (press Win + X and select it).
      2. Expand Keyboards, right-click HID Keyboard Device →  Update driver →  Search automatically for updates.
      3. Repeat the process to update Intel Serial IO GPIO Host Controller and Intel SST Audio Controller (if available) under System devices.
      4. Restart your computer.
    • Manually Install Surface Drivers:
    • Download the latest driver package for Surface Laptop 7 (Intel) from the Microsoft Surface Driver Page, especially keyboard and firmware-related drivers.
      Download drivers and firmware for Surface - Microsoft Support

    2. Check Windows Services

    • Press Win + R, type services.msc, and ensure the following services are running:
      • Human Interface Device Service (set to Automatic).
      • Windows Audio and Windows Audio Endpoint Builder.
    • If they are not running, right-click to Start them and set their startup type to Automatic.

    3. Re-register Shortcut Applications

    The mute key may rely on system components like systray.exe or explorer.exe:

    1. Press Ctrl + Shift + Esc to open Task Manager.
    2. Find Windows Explorer (Explorer.exe), right-click, and select Restart.
    3. If the issue persists, open Command Prompt as Administrator and run:

    sfc /scannow

    dism /online /cleanup-image /restorehealth

    Restart after completion.

    4. Check for Third-Party Software Conflicts

    • Perform a Clean Boot:
      1. Press Win + R, type msconfig.
      2. Under the Services tab, check Hide all Microsoft services, then click Disable all.
      3. Go to the Startup tab, click Open Task Manager, and disable all startup items.
      4. Restart and test the mute key. If it works, gradually re-enable services/software to identify the conflicting one.
    • Uninstall Conflicting Software: Common culprits include third-party keyboard management tools (e.g., SharpKeys).

    Temporary Workarounds

    • Use Fn + F1/F2 (if supported) or manually mute via the taskbar volume icon.
    • Remap the mute key using PowerToys (Microsoft’s official tool) via Keyboard Manager.

    If you have any questions, feel free to reach out.

    Best regards,
    Huy-K | Microsoft Community Support Specialist

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