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
    2016-03-23T00:24:28+00:00

    This did not work for me. Sometimes when I either Startup or restart my surface book the keyboard and trackpad do not work. After you detach the screen and reattach then they work, or restart several times it will work again. also with the Fast startup enabled the detach icon on the taskbar does not work properly.

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  2. Anonymous
    2016-03-18T17:47:38+00:00

    I don't know if this will help or not, but out of the box my keyboard and touch pad didn't work at all.  I had to keep aborting the setup because once it got to where it was asking for the WiFi key, I had no method to use to enter anything.

    What I found that fixed it was to hold both the power button and the volume up button down simultaneously and keep them pressed for almost a full minute.  The Surface will reboot after a few seconds and then go into the BIOS screen.  Keep holding the buttons down until the system finally turns itself off and stays off.

    After that, you should be able to power on normally, and hopefully your problem will be fixed.  As I mentioned, this fixed mine and I haven't had any problems with the keyboard/base since <knock on wood>.

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  3. Anonymous
    2016-03-18T06:33:39+00:00

    My SB keyboard and touch mouse do not work after the computer is restarted or turned on. The buttons light up when I push them but nothing happens on the screen. The computer still charges and anything plugged into the USB slots on the keyboard still work. The only button on the keyboard that will work is the detach screen button. If I detach the screen and reattach it, it works fine. This is becoming really annoying since every time the computer goes into sleep mode for a while, it crashes and when I come back I need to turn the computer back on and detach the screen and reattach it. 

    Troubleshooting done so far:

    Uninstalled the keyboard and reinstalled it

    Shutdown and went into bios and saved every thing again

    Did a firmware update

    reset the computer with a fresh installation of windows

    None of these fixed my issue. This is just one of the many issues I have with this over priced low quality product.

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