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Surface Laptop 2 Keyboard Not Working After Factory Reset

Anonymous
2019-05-17T17:18:55+00:00

I performed a factory reset on a Surface Laptop 2 this morning and now the keyboard doesn't work.  This is preventing me from completing the windows setup because I can't enter username, wifi passwords, etc.  Can anyone help?

Surface | Surface Laptop | Install and update

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  2. Anonymous
    2019-05-18T15:39:58+00:00

    Hello Defnall,

    Thank you for reaching out Surface Community. If you are resetting the device within Windows I would highly recommend that you reset the Surface using a USB Recovery Image. You must have at least 16GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. Please visit this page at Download Recovery Image. **Y****ou'll need a PC running Windows 7 or later.**From the list of Surface devices available, select the device that you need a recovery image for. 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. Once done, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all. Select the USB drive you formatted for the location and click Extract.

    Follow the steps below to reset using the 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. Surface will start the recovery software on the USB recovery drive
    7. When prompted, choose your language options and keyboard layout
    8. Select Troubleshoot
    9. Select Reset this PC/Recover from a Drive. Choose Remove Everything and Fully Clean the Drive.
    10. If prompted, select Repartition the drives then follow next steps.

    Please keep us posted.

    Thanks,

    KarenJune_F

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