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.

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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

2017-10-14T19:25:37+00:00

Have exactly the same problems and this is after I got a replacement SurfaceBook under warranty after the keyboard simply stopped working on the 4 month old SurfaceBook I had.

I'm on day three of working with my replacement SurfaceBook and I've already had to reboot umpteen times after the keyboard stopped working (the two button process doesn't work). Seems to happen when the computer goes into sleep and/or hibernation modes so I've now switched off every power saving option available. Will see if that stops it from happening.

This keyboard issue dates back years and still has not been resolved. Would I buy a SurfaceBook again - not unless Hell freezes over.
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Anonymous

2017-10-14T20:11:12+00:00

This sounds silly but..... are you using a mouse with the USB port? If so, unplug the x/rec USB plug. See if that improves anything. If it does, what kind of mouse is it? I went from a Microsoft mouse to a Logitech mouse and most of my problems went away. Note: the Microsoft mouse with the Microsoft computer is the culprit. The Logictech works. Go figure.
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Anonymous

2017-10-17T09:29:00+00:00

I have a surface laptop and my keyboard would not work, except for the touchpad and the power button. The on screen keyboard was working but there was no way I could write my essays like that. After following this it finally started working again! Thank you! I had tried everything else.
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