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

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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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111 additional answers

Anonymous

2017-03-22T02:14:56+00:00

I don't know who first answered this but I hit my power button and my volume up key at the same time. Naturally the computer shut down. I restarted it and my cursor hasn't froze up since then. It use to be if I left it idle for more than a minute it would freeze. I know someone said hit the power button for 30 seconds and then hit the volume up key for 15 seconds but I couldn't do that because my computer would shut down before the 30 seconds would be up. So I tried to just hold both down until it shut down and it is great. Thank you for whoever posted this.
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Anonymous

2017-03-22T16:00:14+00:00

Thanks for the reply. I saw that too before I posted. It did not help.

I also tried the tip about cleaning the connections with alcohol which temporarily helped. 3 or 4 days later same problem. However now is less frequent.

I also noticed this problem occurs when ever the computer is awaiting a restart due to windows updates. That is currently the only time the keyboard and mousepad will freeze up on me.

Not pleased with this Surface and won't be buying another :(
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Anonymous

2017-03-22T17:32:43+00:00

Mine only happens about once a week(seems to be happening less and less) and I use it 8+ hours a day. I have an external mouse and find if go to bottom left corner of the screen and select the windows icon and select sleep and wait for it go to sleep (only takes a couple of seconds) and then wake it up the keyboard comes back to life. That is the reason I think it is software and not the connection. I hate detaching it unless I have to, but the sleep is faster and works just as well for me.
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