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
    2015-11-04T23:01:33+00:00

    Sorry about that. Please install the latest updates  and let us know about the outcome.

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  2. Anonymous
    2015-11-07T06:56:49+00:00

    Hi Damonnoah:

    I had a similar problem with my (Bluetooth) mouse freezing up periodically - the mouse would frequently stop working for 5 to 7 seconds, then begin to work again.

    I looked at what I had connected to the computer (Surface Book i7) by Bluetooth, and found 2 items, the Surface Pen and my iPhone.  I didn't really need the iPhone connected all the time, I had only paired it so that I could use it as a tethered modem when I did not have a Wi-Fi connection.

    I disconnected (unpaired) the iPhone, and all the mouse-freezing problems went away.  My guess is that the iPhone would periodically poll the computer to see what was going on, or perhaps to sync, and while it was doing that, it interfered with the operation of the Bluetooth mouse.

    Perhaps this solution might work for you too.

    Michael

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  3. Anonymous
    2015-11-12T03:23:02+00:00

    This has happened 3 times now in the last 3 days.

    1st Time: SB power setting is set not to sleep or hibernate while plugged in, but upon wake-up overnite I could not log in.  The keyboard was not working.  A reboot of the system yielded the same no keyboard.  So, I released the clipboard screen and was able to log in with the software keyboard.  A redock of the clipboard and everything was working fine.

    2nd and 3rd Time: Both times I was typing in Windows Edge responding to an email and the keyboard and touchpad suddenly stopped responding. The 2nd time the removal of the clipboard and redock yielded no response to keyboard and touchpad. The machine had to be hard rebooted (30 second hold of the power switch).    The 3rd time the keyboard and touchpad stopped responding but undock and redock of the clipboard everything responded again.

    All Windows 10's updates and firmware pushed on 2 November 2015 are up to date.  My computer is SB i7, 16gb ram, 512gb ssd and dGPU, lot 1542 model.

    Has anyone else the same intermittent keyboard and touchpad stoppage?  In every case the Bluetooth mouse kept working.

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