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Surface Pro 6 keyboard won't work

Anonymous
2020-10-29T03:41:28+00:00

I've restarted, cleaned the keyboard connectors, checked the drivers, I did a factory reset, and reinstalled windows 10 and done every update offered. After all that my keyboard worked for one session, and now when I snap it on it's back to saying USB device not recognized and does nothing. What now?

Surface | Surface Pro | Install and update

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  1. Anonymous
    2020-10-29T21:34:42+00:00

    Hello CodyFitzgibbon,

    We really apologize for the inconvenience this has caused you.

    Anyway, thank you for doing the all necessary troubleshooting on your device and keyboard.

    This time, we want you to try another keyboard to see if it works. On the other hand, please also try your keyboard to another Surface device. This is to determine whether the issue is with the keyboard or the device itself.

    For possible hardware issue, kindly contact Microsoft Surface Support to set up a possible exchange based on the status of your warranty. Replacement cost applies to out of warranty device and for further assistance.

    Hope this helps.

    Kind regards,

    StevenK

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  2. Anonymous
    2020-10-30T11:52:06+00:00

    I did a factory reset, and reinstalled windows 10 and done every update offered.

    -- if you can borrow a friends typecover to check if it works, that would help
    in diagnosis.

    -- does it work in the UEFI? can you use the tab or arrow keys to navigate
    there?

    1. Shut down your Surface.
    2. Press and hold the volume-up button on your Surface and at the same time,
      press and release the power button.
    3. When you see the Surface logo, release the volume-up button.
      The UEFI menu will display within a few seconds.

    -- if it works in the UEFI, did you try the downloadable recovery image as
    opposed to a reset?

    Go to https://support.microsoft.com/en-us/surfacerecoveryimage   (with a different Windows computer if yours is not working properly)  and download a recovery image for your Surface. You will need a 16GB or 32GB USB
    stick formatted FAT32 (use a Windows computer).  Best to purchase and use a new,
    previously unused USB stick for this. Use FULL format and not quick format and
    give the volume a name like surfboot.

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