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
    2018-06-08T10:06:17+00:00

    Same problem,

    keyboard and mousepad freeze for a few seconds. But now it completely froze.

    I had to connect my bluetooth mouse (went well) to shut down apps that prevented the unlocking of the screen (the only button that did work).

    Unlocked the screen, relocked it, problem gone (for now) 

    This started since the last update (build 17134)

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  2. Anonymous
    2018-03-19T17:02:49+00:00

    Return it

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  3. Anonymous
    2018-03-19T08:56:36+00:00

    I've been having this issue as well. I've tried all of the suggested fixes but it seems to be an issue with where the screen attaches to the keyboard. This has been happening since I bought my Surface Book several months ago but I was told to wait for the Windows 10 update to fix a bug where the mouse is freezing. Unfortunately, the update didn't solve my problem. Is there anything I can do? 

    Try using system restore. but you need to know the bitlocker password before you attempt that. Also do it through boot not through w10.

    I am sure you have tried the bios menu solution power + volume (+) button and use F9 to restore default bios values.

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