Surface Pro 4 type cover suddenly not working.

This is what they reply :

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows 10 update issue. Unfortunately, after reviewing your complaint we will not be able to provide compensation as use of Windows 10 is at your own risk as outlined by our Services Agreement. You bear the entire risk of using the services. 

If you would like to take advantage of our technical support, you may visit support.microsoft.com or call our tech support at 800-642-7676 for assistance. 

Microsoft now considers this case closed and will no longer be responding. 

Please refer to the snipped quotes below from the Microsoft Services Agreement, Section 9, part (g), Section 12, Section 7, part (b) and the Windows 10 License Terms, Section 6:

“We reserve the right to issue refunds or credits at our sole discretion.”

“You understand that use of the services is at your own risk and that we provide the services on an ‘as is’ basis ‘with all faults’ and ‘as available’. You bear the entire risk of using the services.”

“Sometimes you’ll need software updates to keep using the Services. We may automatically check your version of the software and download software updates or configuration changes. You may also be required to update the software to continue using the Services.”

“The software periodically checks for system and app updates, and downloads and installs them for you. You may obtain updates only from Microsoft or authorized sources, and Microsoft may need to update your system to provide you with those updates. By accepting this agreement, you agree to receive these types of automatic updates without any additional notice.”

(microsoft.com/servicesagreement)   

(microsoft.com/Useterms/OEM/Windows/10/UseTerms_OEM_Windows_10_English.htm)

Sincerely,

Microsoft Corporation

I do agree with you about msf responsibility to solve the problem.

My sp4 thpe cover stopped working for several times.

My solution is to drain the battery through the night, while the sp4 is unpluged from the ac and thr typecover is seperated from it.

It revive the sp4 for some timetill it stops again.

I also deleted the last update before the problem occured (1803)

It didnt help.

Its msf obligatory to solve it.

If they wont, then it will be my last msf product.

Hi,

After reading all comments here. I would like to share my thoughts and experience here:

1.) I agree that it's NOT a type cover hardware problem (because when I attached my type cover into another Surface Pro 4, my type cover keyboard is working in that other device; and when I attached the other type cover into my SP4, it won't work...)

2.) I agree that it has something to do with MS force updates (including probably "hidden" push updates being done by MS). This is because I tried my best to stick at Version 1703 OS Build 15063.13 when I did a full USB image recovery (e.g. I disabled auto updates via gpedit.msc / Local Group Policy Editor). But for some reason, MS still finds way to mess up SP4 (via "hidden" push updates?), which will eventually lead to the type cover not working!

3.) I agree that the troubleshooting tips provided by the official MS support page is USELESS! I'm referring to

• attach / detach the type cover
• cotton swab <--- I really never tried this as I find this illogical... besides, my type cover worked on another SP4
• reinstall surface cover driver
• two-button approach
• UEFI enable/disable type cover port etc.
• reset <--- pure waste of time!!! did it several times!!!
• usb recovery image <--- tried this, you go back to 15063.13, works for approx. 3-4 months, from June/2018 to Sep/2018 (assuming you disabled auto update from gpedit.msc / Local Group Policy Editor), then the "hidden" push updates happens (probably Sep/End or Oct), all goes to hell... I tried to go back to a fresh15063.13 again, but I the problem persisted (probably because the firmwares were updated already)

4.) Workaround: Probably same with most here, bought myself a bluetooth wireless keyboard and mouse.

5.) So right now, I'm on bluetooth wireless keyboard & mouse, running on Windows 10 Pro 1803 (OS Build 17134.407)

6.) This problem occurred as early as Sep/Oct of 2017 (I bought it around May of 2017). The problem is on and off (sometimes working, sometimes not working)

7.) I agree with most theories posted here: MS forced updates gone wrong. Driver issues. Firmware issues. Update issues.

8.) One thing that I haven't seen yet is the correlation of the "sensors" (e.g. auto rotate, accelerometer, etc.) with the type cover. In my observation, if you have the correct type cover driver installed properly, your type cover WILL STILL NOT WORK if your sensors are messed up (e.g. auto rotate not working, accelerometer, etc.)

It initially made sense there is a connection between the SP4 "sensors" (auto rotate) and the type cover because the type cover is designed to detect the orientation (or whatever sensor) of the SP4. If it can't properly detect the orientation, the type cover is designed to be "disabled" (as far as I know - like when you fold the type cover, it should be disabled, but since it cannot detect sensors properly, the type cover is forever disabled), thus resulting to our type cover "not working" (but in reality, sensors are the ones not working properly)

So I'm guessing, the driver / firmware might have messed up the sensors, or it is a SP4 hardware problem (factory defect on the sensors).

You can also try downloading the SensorInfo app in the Windows Store (to check if you can see the correlation)

Let me know your thoughts here.

SP4 was my first one, probably my last (very frustrating that MS can't provide a fix here)

Thanks,

Ken (SP4 i5 8GB)

I have swapped my cover / keyboard to another Surface and it works - no problem

(so it is not a faulty cover)

I have swapped another cover / keyboard to my Surface and it does not work

(so it is not a faulty cover)

I have cleaned the terminals

I have run the diagnostic

Like others, I can not "reinstall" the hardware drivers - because it is not being recognised

This must be a software issue.

This is my second problem with Surface - after the screen bowed out and had to be replaced.

While being a nice looking device, it has been more troublesome than any computer I have owned

Hi,

Well, I took it in and, on having them try another keyboard, mine does seem to be a keyboard issue, as the other keyboard worked fine. So even though it stopped working while an array of updates were being installed, it may be a complete coincidence. 

That would explain why none of the methods on getting it going again worked, so I can only put it down to unfortunate timing that it was at that very moment, while the PC was restarting during updates, that the keyboard decided to die. However, one they had in the service area worked as soon as it was plugged in.

I'll still keep an eye on here in the hope that a solution is found for all of you, and hopefully one is. I do like my Surface, so I'm glad that, in a few weeks (once MS have replaced my keyboard under warranty) I'll have it going again.