Keyboard not working after water spill

Question

I spilled water on my surface book 2 and I think some got into the USB ports, and now the keyboard, trackpad, and charging port doesn't work. Is there a way for this to be fixed or do I need to get a new surface book 2?

Answer 1

Hello Cat_Loaf,

Thanks for posting your concern here. We're sorry for what happened to your Surface device.

We would like to inform you that liquid damage is not covered with the Standard Limited warranty but an out-of-warranty replacement option is offered. The issue is probably caused by the water that got to the device but you may try these steps for us to determine if this is already a hardware issue:

1. **Run Surface Diagnostic Toolkit and check for Windows Update.**Restart the Surface after installing updates. Updates have fixes to common problems, or issues. 

2. Update drivers and firmware

Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.

Go to **Download driver and firmware for Surface,**choose (your Surface model) then click Download.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

3. **Detach and reattach the keyboard.**Press the detach key on the keyboard.

If the issue persists, please boot your Surface to UEFI and see if the issue is present. If the issue is present in UEFI, then we could say it's already a hardware issue. See this page for the steps on How to get to the UEFI settings.

For any hardware issue, kindly contact Microsoft Surface Support to seek further options for your device. If you're located outside United States, see Global Support. 

If the issue does not occur in UEFI, this could be a software and driver issue. I would highly recommend that you reset the Surface using a USB Recovery Image. You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

Note: This removes all the files and apps on your device. You will need to back up your data and reinstall the desktop apps or run updates after the completion.

To download the Recovery Image:

1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage
2. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it
2. At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

Perform USB recovery image:

1. Turn the Surface off by pressing the power button
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. When prompted, choose your language options and keyboard layout
7. Select Troubleshoot
8. Select System Image Recovery. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive.
9. If prompted, select Repartition the drives

Hope this helps.

Best regards,

StevenK

Answer 2

buy a used base on ebay!