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

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
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.

Was this answer helpful?

200+ people found this answer helpful.
0 comments
Answer accepted by question author
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.

Was this answer helpful?

100+ people found this answer helpful.
0 comments

111 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2015-12-28T06:08:06+00:00

    I'm not sure what your point is, but I'm talking about a Surface Book. The only words on the top of the box that the machine came in are:  Microsoft Surface Book.  The sales receipt says:  1 880575 Microsoft Book I5/8G/128/13.5 1299.99.  The in-store product specs says:  Surface Book 13.5" 2-in-1 Laptop Computer - Silver.  The title of this page is Surface Book

    • keyboard and mouse freeze up.  I am here to see if there is a resolution to this device's defect(s).  I was hoping I could resolve the problem without having to return this device and get a MacBook Pro.

    Yes, this device can function like a tablet, but it comes with a fully capable keyboard.  It looks and works like a sleek laptop - that is why I thought this was a good product to buy as a gift (I'm not using this to write code).  With thss device, I didn't extra for a keyboard like the Surface Pro 4 that was on display next to this device in the store.

    The bottom line is that I purchased a Microsoft product that has one or more unresolved defects. Last December, I bought someone else a Surface Pro 3 as a gift, and that machine has been working well.  But I'm incredulous about the issue with this machine

    • I thought Microsoft was beyond this.

    I'm sorry, I put an edit at the end of my last post that you evidently didn't see.  My apologies.  Here's my edit...

    Edit:  Well, I'll be darned, I went to microcenter.com and they are discounting the entry level 1499 Surface Book to 1299 allright.  In fact they are discounting all the models!  Thanks!  Someone else in the family also wants a Microsoft Book!

    I'm sorry you are having such problems with the Microsoft Book. I had the freeze problem up until I installed the Dec 2nd update and after that it never happened again.  I'm on my Surface Book 16 hours every day and I really do love it. 

    It sounds like you are an Apple Mac person.  Apple makes an excellent product.  I wish you the best with whatever you decide to do. 

    Have a great New Year!

    Gary in Atlanta

    Was this answer helpful?

    0 comments
  2. Anonymous
    2015-12-28T07:42:33+00:00

    I started having a keyboard Freeze problem today. Microsoft's troubleshooting site suggested that the Ease of Access settings, Filters might have been on, and suggested that I turn them off... which I did and it worked for my problem immediately. ... Settings ... Ease of Access... Keyboard ...Filters Keys. Then toggle them Off (if they were On) ...

    Hope this helps.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2015-12-28T08:09:18+00:00

    I just checked and Filters Keys was already off. Still having freeze/crash problems. I have the i5/8GBRAM/w/NVIDIA card. This seems to happen every time it goes to sleep rather than being turned off. >_< Still hoping someone comes up with a fix pretty soon because otherwise I quite like this machine (still wish I could have gotten 16GB RAM without all the other things you have to get with it).

    Was this answer helpful?

    0 comments