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
    2017-02-28T17:55:12+00:00

    Only solves the problem temporarily. Keyboard and Mouse will lock up again. Only button that works is disconnect.

    I like this computer but hate having to reboot multiple times per day. 

    Windows is fully updated.

    What else should I try?

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  2. Anonymous
    2017-03-01T06:19:18+00:00

    Hi Thomas,

    If the issue still persists, we suggest that you contact Answer Desk through this link.

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  3. Anonymous
    2017-03-01T15:36:39+00:00

    What is this, I have to pay $29 for support to fix a faulty product?

    This is robbery!  hundreds of people are having the same issue, and it's either Microsoft faulty hardware or software. This is ridiculous!

    I believe there is a 1 year warranty on this computer and I should be well within the warranty. I can provide proof of purchase.

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