Surface Pro 9 won't enter tablet mode after disconnecting the type cover

Anonymous
2023-04-02T21:43:46+00:00

So it's been two days of back and forward with customer support and cannot get a resolution on this issue. Bought a brand new Surface Pro 9 and out of the box have had issues with basic functionality. Initially we thought that the auto rotation was janky but eventually discovered that we could boot up the device without keyboard attached and tablet mode worked great, but once we connected the type cover keyboard and then removed it, the device stays in desktop mode. I've reinstalled a fresh version of the OS three times, run all Windows updates, downloaded and installed the Surface Pro 9 drivers from the Microsoft site, done the 20 second power down... none of it makes any difference.

Anyone have any advice? If I can't solve this I will need to return and repurchase etc, which means I may just go elsewhere, this has been a pretty poor user experience and I was pretty excited for this purchase. Hoping to get some help, much appreciated 🙏

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2023-04-18T17:03:38+00:00

    I already tried but there was no improvement.

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  2. Anonymous
    2023-04-18T15:50:49+00:00

    Before you return it and if you haven't tried it already - you can still test whether a reset of the Pro 9 changes the behaviour. To do this, with the device switched on, press and hold the power button (at least 30 seconds) until the display remains black resp. the Pro 9 is switched off. Then switch it on again and test. . . .

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  3. Anonymous
    2023-04-18T07:45:11+00:00

    Thank you for your feedback!

    I guess I'll have to return it too, I'll call the seller later. Tried all the things you mentioned above. The terrible german support hotline told me it is intentional that it doesn't switch to tabletmode and the device would work as desired. I think that's nonsense.

    Maybe microsoft gets the sensors from different suppliers and one of them has this problem.

    Fingers crossed I do not get the same problem again. It is really annoying!

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  4. Anonymous
    2023-04-18T06:17:04+00:00

    For what it's worth, I ended up returning my unit, getting a refund and reordered a new one. The process took a long time but the new unit works as expected, so I can only assume it may be a hardware fault as with the original unit I had reloaded a fresh OS (newly downloaded) 3 times and had sat with Microsoft support over 2 days and was unable to resolve the issue, even with remote assistance and driver by driver rollback, driver reinstall, registry edits etc. Hopefully there is a software fix in the near future.

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  5. Anonymous
    2023-04-18T04:37:27+00:00

    Marrion,

    I am experiencing the same issue and followed your troubleshooting steps but I was not able to get the rotation lock issue to disappear.

    I have found a way to bypass the the issue but it is extremely annoying.

    If you have the keyboard connected the rotation lock is greyed out. If you disconnect the keyboard the rotation lock continues to be greyed out and does not go away.

    If you then press the power button to put the surface to sleep and then press again to wake while the keyboard is disconnected the surface will wake in tablet mode and rotation works as expected. The keyboard appears when you click into a box and you can rotate the display as expected.

    If you then reconnect the keyboard the rotation lock once again is greyed out.

    Regards

    Aidan

    Good lord, your bypass really helps! Thank you!

    Not a perfect solution but way better than not using the device as a tablet.

    I hope microsoft can fix the problem soon.

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