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

2016-02-01T21:15:15+00:00

SurfaceBook , 512GB/16GB/dGPU , sees an issue where the keyboard simply stops working. The backlighting will come on but no key presses are registered. This is pre and post the 1/27/2016 firmware update.

Will initiate a swap out on this unit.

Has anyone seen this issue?

Update: Detach button will not work. Performed two button shutdown, boot into BIOS, etc.

Will schedule replacement.
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Anonymous

2016-01-14T17:17:23+00:00

The contacts are immaculate. Does not appear to be the issue.

I even completely reset the device and reinstalled Windows 10 from the internal HD. I could not use a USB stick as that is part of the keyboard and could not be recognized since the keyboard is dead.

All signs point to a hardware issue. So I will now have to exchange the device.

While this is a community, it sure would have been nice for a MS representative to at least post a message, even if the answer was, "Yep, we've seen this before and you have a busticated keyboard. Here's what we can do to get you back up and running as soon as possible."

Or maybe, I haven't waited long enough for that...
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Anonymous

2016-01-13T21:51:37+00:00

I've heard of poor contact between the display and keyboard causing intermittent problems, although not so bad as you're seeing. Try cleaning those contacts with isopropyl alcohol, and see if that fixes it.

My next stop would be a Microsoft store. This could be faulty hardware.
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