Keyboard and Touchpad not working "USB not recognized"

Anonymous
2021-10-10T11:00:50+00:00

Hello,

I own a Surface Book 2 (i7 8GB 256GB). Suddenly the keyboard and touchpad stopped working. If I remeber correctly, this was after an update. The keyboard lighting and screen detatch button still function correctly, but the USB Ports don't. You can't type or use the touchpad however.

Every few seconds an error message pops up, reading: "USB not recognized - The last device you connected is malfunctioning"

I tried installing all the new updates, the Surface Diagnostic Tool, forcefully shutting down but nothing worked. Then i wiped the PC clean and installed a fresh Windows Version. Sadly this also did not bring forth any results.

I suspect this is a software issue, because back in 2018 some users reported similar problems after installing an update. Then the fix was removing said update, but for me it didn't work either.

Thank you!

***Moved from: Windows / Windows 10 / Devices and drivers***

Surface | Surface Book | USB-C

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

7 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2021-12-19T19:11:29+00:00

    It's possible that your keyboard base has failed, a fairly common problem with Surface Books. Your only option would be an out of warranty replacement. You mention that you installed a fresh Windows version, did you download the correct recovery image for your Surface Book by serial number? Generic Windows will not work in a Surface Book.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-12-19T04:29:52+00:00

    Not sure about you, however this started happening for me only after I installed Feature Update 21H2. I'm sure there are other updates that may cause this too... however, I have since backed out by uninstalling that specifically and only allowing only cumulatively security updates to come through, and so far no more issues with my USB wired mouse or Surface keyboard. (yes, my Keyboard would go dead unless I restart). Let me know if this helps you any. I fear support beyond this point will be few and far between.

    Additionally, since this sounds like it could be a device conflict of some kind. Try running CCleaner or Glary Utilities on it to help clean up the gunk left over by uninstalled applications and registry **** that make no sense. Good luck.

    My recommendation of last resort would be to back up everything you have and have it reinstall the OS, and apply updates back to now except 21H2 and then consider backing up the whole drive from that moment on if it is stable.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Anonymous
    2021-11-21T20:50:57+00:00

    Did you even read my Post? I tried installing the correct .msi file. And using an USB-Recovery is impossible, as i have stated that all USB-Ports do not work.

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  4. Anonymous
    2021-10-19T16:51:58+00:00

    Hi F.Meier,

    Thank you for reaching Microsoft Community.

    Please try these steps below first to download and install an msi driver pack for the device first:

                                   Check what is the current OS Build of your Windows version by going to Settings > System > About.

                                   Go to Download driver and firmware for Surface, choose Surface Book then click link next to Surface Book 2.

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

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

    If still the issue persist, I would like to know if when you say you installed a fresh Windows on the version, do you mean by using a USB Recovery Image or just doin a Reset within Windows (Remove everything)?

    I suggest that we proceed in reinstalling Windows on the device using a USB Recovery Image (use an older version available from the site). This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device so you might need to back up your files first. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

    How to Download, Create and Use a USB recovery drive

    To download the Recovery Image:

    • You'll need a PC running Windows 7 or later or Surface Device.
    1. Visit the page to Download the recovery image for your Surface
    2. Sign in with your Microsoft Account
    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:

    • Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery 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 or right click then select Extract and then Extract all.
    2. Select the USB drive you formatted earlier for the location and click Extract.

    Use a USB recovery drive to reset your Surface:

    1. Shutdown the Surface
    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 Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
    10. If prompted, select Repartition the drives
    11. If prompted for BitLocker Key, tap Skip this Drive

    Was this answer helpful?

    0 comments
  5. Anonymous
    2021-10-15T16:28:47+00:00

    Hi there!

    Can someone please help me with my problem? All the "fixes" Microsoft Service told me have not worked. My last hope was reinstalling the USB drivers, but that didn't work either.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments