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
    2016-02-11T22:33:34+00:00

    Gary, you originally said my screen capture would be more convincing if it were not showing dates from a while back in Nov.  That is because I was on Page 1 of the thread when the driver crash happened. It is easy to look at my screenshot and see what the date and time is on the system tray..pretty straight forward.

    I decided to screen shot that error as I hadn't seen it since the latest update. 

    Now, there it is in plain site.  

    It's only on Edge Browser.  

    Cannot believe this is happening again.

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  2. Anonymous
    2016-02-11T23:27:10+00:00

    Yes, after I hit "send" I looked at the lower right corner and saw today's date on your image.  I then deleted my post.  Unfortunately not soon enough, {smile}.  You won't find it anywhere if you look now.  My Bad!

    I know you want the SB to work and I can see what you and others are going through with it.  I wish you were here in Atlanta and we could get together and see what is different with what we have and what we are doing.  Other than having to remember to always power down at the end of the day or before travel, my SB really does run problem free.

    I haven't used a mouse in quite a while now as I've learned to use (and love) this touchpad. I've yet to have a touchpad failure. (I'm finding that being mouse-free is quite liberating!)

    I was in the Atlanta Microsoft Store earlier today and talked with a tech and the store manager.  They are well aware of what is going on with the Surface Book and are recommending leaving 'sleep' at the defaults but definitely shutting down at the end of the day and before putting the SB in a bag/case.  They said they were no longer seeing the Intel Video Driver Error that you just documented! I've not seen it even once since the Dec 2nd update that fixed it for me.

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  3. Anonymous
    2016-02-14T14:27:43+00:00

    I am very familiar with the 2-button shutdown/reset procedure. It does reboot the SB and get the keyboard back. But next time the SB wakes up from sleep, it lose the keyboard again. Like I said, I can detach and reattach the display (clipboard) and get it back.

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