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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Anonymous

2016-02-09T12:45:43+00:00

Thank you for the tips and screenshot. I do have mine set to not go to sleep ever but I had not tried the touchpad setting. I am trying that now and will report back later today if this helped.
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Anonymous

2016-02-11T03:46:03+00:00

Still having the keyboard and trackpad freeze issue requiring detaching and reattaching the clipboard to resolve. It just happened again a few minutes ago while browsing. When this happens the clipboard continues to function but the trackpad and keyboard appear as if they aren't connected and are non-functional (except for the detach key). I have all the updates installed and verified, cleaned the connections with isopropyl alcohol, verified that the clipboard is properly connected to the keyboard base, reloaded the trackpad and keyboard drivers, etc. i7/16/512.

Anyone have any other suggestions before I return/exchange this SB at the MS store? Thanks in advance.
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Anonymous

2016-02-11T06:17:37+00:00

try re installing the latest intel and nvidia drivers by choosing the latest date for each, if that does not work try reinstalling the entire os and windows but do that from advance trouble shooting ..RECOVER FROM THE CLOUD.. do not just wipe it by standard ..remove everything option...you have to get to..RECOVER FROM THE CLOUD to wipe your drive to be sure no images with errors remain from the current os... if that does not work exchange immediately
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