Surface Book - keyboard and mouse freeze up

Anonymous

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

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.

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Anonymous

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

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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111 additional answers

Anonymous

2015-12-14T07:35:42+00:00

Apparently, many people are suffering from the same keyboard freezing issue and seems there is no appropriate solution for that other then detaching/attaching the screen. I don't think this is acceptable and I am just returning the device.
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Anonymous

2015-12-12T19:49:25+00:00

I am having this same issue. My Surface Book locks up periodically and I have to either eject and re-set (sometimes that works) or force power off and reboot.

It is disappointing because I really wanted to be able to use this system to work and having to stop and reboot several times a session makes that pretty much impossible. I am to the point of feeling like I should return it and wait a year or so for the kinks to be worked out before trying it again.

As a side note, I genuinely don't know if it is the Surface or Windows 10 which is to blame for these constant freezes. In the last two days I have had to force quit repeatedly and at least two of those times when it came back I received a notice saying 'updates complete'. It MAY be that updates are causing it to lock up somehow (but there is no notice that updates are taking place, only that when you log back on it says you have updated.)

I have tried turning off updates and we will see what happens.
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Anonymous

2015-12-12T19:21:03+00:00

I'm having the same issue and the same way to try and resolve it, however it takes some time for the detach button trick to actually work.
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