Keyboard on new Surface Pro 11 does not always pair with unit upon startup

I have the same problem. This was a frequent issue with my last Surface Pro. I accepted this as the unit was aged. I just unboxed a brand new 11 with a brand new keyboard. And this has happened twice in two days and 7 startups.

BTW, upon starting up this new unit it required at least five restarts and 45 minutes. I was prepared and I am very experienced with Windows products.

Really MSoft?

All, I just spent almost an hour with Microsoft technical support concerning this issue (by phone).

It appears to be a problem with either incorrect drivers or corrupted drivers loaded onto my brand new Surface Pro 11. The support specialist took control of my computer (with my permission) and checked relevant drivers, then downloaded a set of drivers. We tested the machine after the installation of drivers by restarting it (keyboard was down, not closed against the computer). The keyboard was recognized without a problem upon boot-up. Since then I did one more test: I shut down the computer, and closed the keyboard (without being careful about closing it gently or waiting a few minutes before doing so); I waited about 10-12 minutes and then booted up again. The keyboard worked perfectly.

Contact Microsoft tech support and talk to a real person to help resolve the problem. Select Surface Devices at https://support.microsoft.com/en-us/contactus and supply the symptoms; follow prompts to have a tech support specialist phone you.

This is my criteria to duplicate this keyboard concern. Shut down Windows. Close keyboard/cover immediately after shutting down. Let computer sit OVERNIGHT. Lower keyboard and turn computer on. Is the keyboard recognized?

I don't know what the actual duration/time that the computer have to be off but I know I have had it off for an hour or less and the keyboard responded when turning the computer back on. I was never concerned about folding or unfolding the keyboard in any special way to duplicate concern. I just folded or unfolded the keyboard normally.

All, I just spent almost an hour with Microsoft technical support concerning this issue (by phone).

It appears to be a problem with either incorrect drivers or corrupted drivers loaded onto my brand new Surface Pro 11. The support specialist took control of my computer (with my permission) and checked relevant drivers, then downloaded a set of drivers. We tested the machine after the installation of drivers by restarting it (keyboard was down, not closed against the computer). The keyboard was recognized without a problem upon boot-up. Since then I did one more test: I shut down the computer, and closed the keyboard (without being careful about closing it gently or waiting a few minutes before doing so); I waited about 10-12 minutes and then booted up again. The keyboard worked perfectly.

Contact Microsoft tech support and talk to a real person to help resolve the problem. Select Surface Devices at https://support.microsoft.com/en-us/contactus and supply the symptoms; follow prompts to have a tech support specialist phone you.

I've been dealing with this issue since launch. Suggesting a fix as removing the keyboard and re-attaching is like the old adage "Did you try turning it off and back on again". This laptop has come nowhere near living up to the Microsoft hype or the ridiculous price tag, and MS is already doing what they always do with their supporters - forget about them.

I totally agree. But can anyone actually talk to Microsoft? I've looked for email or phone number for them. They hide behind the Chatbot!

Can anyone actually make contact and tell them this is widespread and unacceptable.

Paul.

In July, I reported this issue after conducting extensive testing to replicate the concern. As far as I am aware, Microsoft business support acknowledged this issue, as evidenced by their response.

Link to the Microsoft support response

However, there is speculation within this forum and thread that the issue may be with the keyboard or a driver. My speculation is that the problem is not with the keyboard or a driver update, as Microsoft was aware of this issue in July and has released several hardware updates since then. Therefore, the issue may be inherent in the Surface Pro itself.

I believe that magnets in the keyboard and/or Surface Pro serve as sensors. It is possible that the “fix” will be included in a future Surface Pro 12 model. In other words, the issue cannot be easily resolved with a keyboard or driver update.

This is a case where those who believe they know the issue but do not actually understand it are speculating. I welcome a comment from someone who actually knows the issue to end all speculation.

I've been dealing with this issue since launch. Suggesting a fix as removing the keyboard and re-attaching is like the old adage "Did you try turning it off and back on again". This laptop has come nowhere near living up to the Microsoft hype or the ridiculous price tag, and MS is already doing what they always do with their supporters - forget about them.

I totally agree. But can anyone actually talk to Microsoft? I've looked for email or phone number for them. They hide behind the Chatbot!

Can anyone actually make contact and tell them this is widespread and unacceptable.

Paul.