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

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
Answer accepted by question author
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.

Was this answer helpful?

200+ people found this answer helpful.
0 comments
Answer accepted by question author
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.

Was this answer helpful?

100+ people found this answer helpful.
0 comments

111 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2018-03-19T04:40:40+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?

    Was this answer helpful?

    0 comments
  2. Anonymous
    2018-02-20T21:46:08+00:00

    Thanks, big time for help

    Was this answer helpful?

    0 comments
  3. Anonymous
    2018-02-19T10:21:53+00:00

    I use surface book. I applied a firmware update downloaded by windows update on 19feb 2018 and had the problem of keybpard, muousepad, usdb drives, pen not working. In fact in deivce manager it showed no drivers,

    Having tried method described abopve power + volume key and none working I restored it to earlier date when the formware was not installed.  Note that you need bitlocker encryption key to restore it properly. So keep the key handy.

    After restore everything worked smoothly. The update was then again applied and this time luckily everything seems to be working fine.

    Was this answer helpful?

    0 comments