Microsoft Surface Book Keyboard/Base Randomly DIsconnecting

Question

So I have had this Surface Book (1 TB version) for about 2-3 weeks now and it has treated me well. However, today out of the blue it started randomly disconnecting from the keyboard/base for like a millisecond, and then said it was attached again. It happens at the weirdest times, like playing a game or being on the internet occasionally, and I have no clue what is wrong as it does not seem like many people have this issue and/or no issues like this are being asked. I did wipe down the connectors with a microfiber wipe and I blew into the holes on the actual Surface to get any dust out, which helped a little bit, but it still randomly disconnects and you never know when it is going to happen again.

Answer 1

Hi Jacob,

Thanks for bringing this to our attention. Kindly download and run Surface Diagnostic Toolkit. This should determine the cause and will provide you fix for your keyboard issue.

Keep us in the loop. We want to make sure this issue is well attended.

Regards.

Answer 2

I ran the program and it found nothing wrong with the device at all. It kept doing it today too while I was on Google Slides making a presentation. Only once or twice, but it still happened.

Answer 3

I ran the program and it found nothing wrong with the device at all. It kept doing it today too while I was on Google Slides making a presentation. Only once or twice, but it still happened. 

I had this same issue with my own Surface Book, I found cleaning the contacts on the keyboard base to fix it "for a time", eventually I had to just send it in to Microsoft to have them fix it.

Answer 4

Hey Jacob,

Thanks for the update. Given that Surface Diagnostic Toolkit provided no hint of any software issue on your device, please check the workarounds below:

• Restart Surface Book and check it again.
• Press and hold the power button for 30 seconds.
• Do a two-button shutdown.

Let us know if one of the these resolves the issue.