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
    2015-12-29T01:07:03+00:00

    I'm sorry it didn't work for you. This is the Microsoft webpage that helped me, perhaps the other steps may have the key to the problem you're working with...

    https://www.microsoft.com/surface/en-us/support/hardware-and-drivers/troubleshoot-surface-book-keyboard#problems

    You may have to cut and paste the http:

    P.S. I'm running an 8GB RAM but an i7 CPU

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  2. Anonymous
    2015-12-29T08:03:24+00:00

    I was one of the first to get the Book.  I have the I7 256GB version.

    I had intermittent problems with touchpad failing to work.  After some upgrades the problem went away and things have been working reliably.

    Today both the keyboard and touchpad stopped working.  In addition the screen detach button would not work. 

    I called support and tried a few things but nothing worked.

    Just as I was about to give up and take it back to be replaced, I noticed the top and bottom were not aligned.  I noticed the screen was not fully seated.  I pushed it into position and everything returned to normal.

    I don't know  how that happened, I only rarely detach the screen. 

    I will monitor closely to see whether this is a fluke or a defect.

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  3. Anonymous
    2015-12-29T08:40:24+00:00

    I had a similar problem with my keyboard...

    http://www.cadrephotos.com

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