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

2017-08-17T18:31:23+00:00

Yeah, my mouse/keyboard stop working multiple times a day and moving the dongle to the other USB port always works. It shouldn't have to be like that, but it's better than having to reboot like we used to. I have a MS Keyboard and Mouse too, so you'd think there wouldn't be an issue. I still love my Surface Book, but MS has no ground to stand on when complaining about Consumer Reports dropping the Surface from their list of recommended devices. It's simply buggy.
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Anonymous

2017-08-17T18:17:43+00:00

I have the exact same issue with my surface book and Logitech keyboard mouse combo. So I purchased a new Logitech K520 +M310 combo kit from amazon 2 days ago. It worked great for 1 day and is now exhibiting the same freezing that the previous Logitech wireless usb keyboard/mouse combo was experiencing. I tried moving my cell phone and Bluetooth headset away from my desk, thinking it might be some sort of interference but that was not it. I tried removing and replacing the Logitech dongle and that seems to get the keyboard working again, but not the mouse.

As I am typing this to you, I moved the dongle to a different usb port to"shake things up a bit" all of a sudden a "unifying receiver" message popped up to indicate that more software was being installed. So far so good. Both of my USB ports are functioning perfectly so I am not totally sure why this worked or if it will continue to be stable. Hope this helps.
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Anonymous

2017-04-19T13:06:45+00:00

Not very helpful when you are in the middle of a timed test!
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