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
    2016-03-31T16:39:38+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

    I disconnected my iphone from bluetooth and my random mouse-disconnect problem went away - that's not a great fix but it worked.  Microsoft needs to work on that!

    The keyboard does seem to be fine, now, too....I wonder if it's related?

    I also did a hard-power+vol up keys restart that may have fixed the keyboard, too.

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  2. Anonymous
    2016-03-30T12:19:56+00:00

    I have exactly the same problem with the keyboard (keyboard freezes or just stops working - I have to use touch to continue until I restart) - less frequently than the mouse...only twice since I've owned it.

    The mouse freezes every few seconds - maddening given it's a MS wireless sculpt touch mouse that I have used for years on my Dells.

    I've done a hard-power up frequently, uninstalled the blue tooth driver often.  It drives me crazy.  I cannot unpair the other bluetooth devices like another person did.  Although I am, today, unpairing my iPhone to test that idea (unacceptable fix, however)

    And, I freaking love this computer.

    Help!!!

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  3. Anonymous
    2016-03-29T14:22:14+00:00

    Had to reset my surface book (completely wiped the drive) because windows hello wasn't working.

    I have all updates applied, but my touchpad/keyboard are locking up again once a day.

    Detach/reattach screen seems to fix.

    I thought this was resolved - does anyone else have this issue?

    Thanks

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