Surface Book - keyboard and mouse freeze up

Anonymous
2015-10-31T19:53:35+00:00

Today is my first day where i have worked about 6 hours on this new machine. The keyboard and mouse has locked up 4 times where i had to reboot the machine to get it working again.  Last night it froze two times and today it froze 4 times. The onscreen keyboard would work but that is worthless when you're actually working.

I did turn off Bluetooth to disable the pen and the surface mouse - and will continue to monitor BUT this is pretty disappointing.

If anyone at MSFT actually reads this, i'm happy to send logs.

Last freeze 2:45 pm CST (not to self - if i need to look it up).

Damon

Surface | Surface Book | Power and battery

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Anonymous
2016-02-05T14:29:58+00:00

Hi Pr2459.

I'm sorry to hear about the issues you're experiencing.

What I would like you to try is what we call a 2-button shutdown, instructions below.

Step 1: As your Surface is powered on, press and hold the Power-button for 30 seconds.

Step 2: Press and hold the volume up-button and the power-button at the same time for atleast 15 seconds, then release both.

The Surface logotype might flash on the screen while performing this step, but just keep both buttons pressed for the 15 seconds.

Step 3: Wait for about 10 seconds after you released the buttons.

Step 4: Start your Surface again by pressing and releasing the Power-button.

Let me know if this solves your issue.

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Anonymous
2016-02-14T15:55:42+00:00

I have exactly the same issue - keyboard and trackpad stop working. When this occurs the only keyboard key that functions is the Detach key. Detaching and re-attaching the clipboard from/to the keyboard base temporarily solves the problem. I have seen this happen waking from sleep and hibernate as well as spontaneously while browsing a website. I have applied all the updates, cleaned the connectors, etc. The symptom suggests (to me) that the clipboard has lost communication with the keyboard base. It happens to me roughly 2-3 times per day.

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  1. Anonymous
    2015-12-27T20:02:59+00:00

    I am having the same issue with the mouse and keyboard locking up.  What does this issue say about the Microsoft corporation?  What does this say about Microsoft's attitude toward its customers?  I have worked as a software developer for the past 30 years.  In the past 10 years, I have been encouraged by the .Net framework.  But the dumping of a flawed product on the market is unacceptable in this day and age.  Go Apple!  Go Google!  Go Oracle!  Go OpenSource!  Put a fork in Microsoft!  I'm returning my machine and spending my $1300 on a device from another vendor.

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  2. Anonymous
    2015-12-23T18:27:13+00:00

    I am having the same issue still with all of the latest updates. Basically, every once in a while, the keyboard and trackpad will stop responding but the touchscreen will still work. It requires an undock and re-dock, and then the keyboard begins working again.

    Is this one on MS's radar?

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  3. Anonymous
    2015-12-14T15:57:20+00:00

    In addition, the mouse will fade out/disappear.  This is using the built in trackpad.

    A real struggle to find it, but if I ALT+TAB out of the window it got lost in, I am usually able to find it again and regain control.

    Still a huge hassle and I have had to reboot sometimes to get it going again.

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