Surface 3 Volume and Power Buttons Not Working

Question

I recently updated to Windows 10 and my Surface says that no other updates are required. But after the update, I was having issues with my keyboard. After finally getting the keyboard to work, the power button and volume keys stopped working. I can use the slider and my keyboard to adjust the volume level but no audio comes out of my Surface. I can't use the power button to turn off the Surface unless I do a forced shutdown with the volume and power key (showing me that these two buttons still work). I can't turn the Surface on unless I, again, use the volume up and power key then restart. I have reset my Surface, believing I may have messed something up when updating drivers for the keyboard issue. I've tried a few things with no success. Has anyone else had this problem or can offer a solution?

Answer 1

Hi Kaz,

How did you reset your Surface 3? The recommended reset method to resolve the issue you're experiencing is using a recovery image. It would reinstall Windows and rule out all software issues on the device. For more information, please go here. Once ready, you can download the recovery image on this page.

After reinstalling Windows 10, download and run the Surface Diagnostic Toolkit. It will ensure that the device is running the recommended driver and firmware updates. You can get the tool from this link. Perform a forced shutdown after running the tool. Simply press the power button for a full 10 seconds. Restart the Surface normally to reload the software.

If you continue to face the issue, then it would be best to seek assistance from Microsoft Support or visit a Microsoft Store. They will be able to check the problem further if it's related to hardware.

I'll be here if you have other questions.

Regards.

Answer 2

When I reset the Surface, I essentially did a factory reset through the Windows settings. I reinstalled Windows 10 completely. Nothing changed. The keyboard works a bit better now. I ran the diagnostics test and they said that I'm completely up to date. I'm a bit worried because my Surface is out of warranty. Is there any other way to know if it is a software issue?

Answer 3

Thank you for the information. Please go ahead and download a recovery image for your Surface and use it to reset the device. It would further eliminate software issues involving the buttons on the Surface, and the Type Cover problem you have reported on your other post. Again, go to this page to learn how you can use a recovery image. The tool can be downloaded here.

Please give me an update by responding to this post.

Thank you.