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.

0 comments

Answer accepted by question author

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.

0 comments

Answer accepted by question author

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.

0 comments

111 additional answers

Anonymous

2016-02-18T14:21:23+00:00

In case this is of any help to anyone.....and this is by no means a fix, just a workaround in my opinion. I disabled the delay that Tellson circled in the screenshot provided for the track pad which did not help my keyboard from freezing periodically. It did seem like it did not do it as much but it still occurred. So then I completely disabled the track pad and just started using a USB mouse instead and so far I have gone well over a week without my keyboard freezing. This may be a coincidence but so far this has helped me until I can find an alternative fix.
Was this answer helpful?

0 comments No comments
Anonymous

2016-02-22T06:31:10+00:00

Keyboard not working on my SurfaceBook. There are "fixes" suggested by users, but without the keyboard I'm unable to log on to the computer so cannot do what they suggest. (Onscreen keyboard won't come up if I'm not signed on.)

So, any ideas?
Was this answer helpful?

0 comments No comments
Anonymous

2016-03-10T23:46:06+00:00

Yesterday my surface book 4 worked fine. Today it does not recognize the keyboard or mouse.

It is fully charged. It has internet access. It is completely up to date.

The answer desk at https://www.microsoft.com/surface/en-us/support/contact-us is closed despite being in the middle of the day.

I have done numerous hard reboots. I have removed and reseated the tablet to the keyboard several times.

When i reattach the tablet to the keyboard, I am getting a message that flashes on the screen saying the last USB device connected to has malfunctioned and was not recognized. This is the mouse. I have tried two mice, both which work on another computer, and one of which was working just yesterday on the surface book.

Can any one give me any suggestions or ideas?

Many thanks.
Was this answer helpful?

0 comments No comments