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

I have the new bluetooth keyboard so the impact is minimal.

It impacts me in the following way: because the device recognises the keyboard isn't attached the surface starts behaving like it's in surface mode. Then the track pad becomes 'stuck' and doesn't let me scroll but lets me move around the screen and touch things, but won't allow me to press and hold with the usual receptivity that the track pad would have when it is detected.

Even when I do detach and re-attach it, it takes a whole 10-seconds before the SP11 stops recognising it as connected again and starts behaving in surface mode.

I love my device, it's actually the perfect hybrid, but this small thing is really bugging me because it renders my track pad useless at random times throughout the day.

I know it's in surface mode because apps like word, for example, will switch to the drawing tab, or the screen will change display sizes and turn into surface mode.

Microsoft does not appear to be monitoring this thread.

Thanks for your thoughtful reply. I am glad you intend to contact tech support. The more people who are facing this problem who do that the greater the likelihood Microsoft will take the issue seriously.

I am not convinced that replacing the keyboard will solve the problem. The service tech suggested two options to resolve the issue. 1. Replacing the keyboard; 2. Performing a full reset of my Surface Pro, i.e., returning to factory status and removing any software I installed (e.g., drivers for my Brother printer/scanner, Mozilla Firefox browser, Windows scan app to control the scanner in my Brother printer).

The first option assumes the keyboard (hardware) is the problem, but the second option assumes there is a software incompatibility problem. So, I lack confidence the service tech had even identified the cause of the issue we are all dealing with.

And the latest update: I received an email from Microsoft today: "Case Closure Confirmation for Service Request ...". They asked me to rate the tech support (1 star, the lowest rating possible), and to describe the issues, which I did. It is not clear that my telling them that the issue is not resolved that they will close the case number.

No, I don't think Microsoft monitors this thread. That is why everyone who has this problem needs to take the time and effort to contact Microsoft directly to get their complaints on the record. Microsoft needs to know the magnitude of this problem -- the squeaky wheel might then get oiled. It would be especially helpful if those of you who have technical knowledge and can thoroughly explain the issue contact Microsoft. I called a week ago to officially report the problem and Microsoft claimed they have received only a small number of complaints for this issue. They offered to replace my computer, but since I already had it replaced for this reason where I bought it, and had the same issue with the replacement, I did not see the point of replacing it again. So, please, everyone call/chat with Microsoft. Thanks.

Thanks for your thoughtful reply. I am glad you intend to contact tech support. The more people who are facing this problem who do that the greater the likelihood Microsoft will take the issue seriously.

I am not convinced that replacing the keyboard will solve the problem. The service tech suggested two options to resolve the issue. 1. Replacing the keyboard; 2. Performing a full reset of my Surface Pro, i.e., returning to factory status and removing any software I installed (e.g., drivers for my Brother printer/scanner, Mozilla Firefox browser, Windows scan app to control the scanner in my Brother printer).

The first option assumes the keyboard (hardware) is the problem, but the second option assumes there is a software incompatibility problem. So, I lack confidence the service tech had even identified the cause of the issue we are all dealing with.

And the latest update: I received an email from Microsoft today: "Case Closure Confirmation for Service Request ...". They asked me to rate the tech support (1 star, the lowest rating possible), and to describe the issues, which I did. It is not clear that my telling them that the issue is not resolved that they will close the case number.

Thanks to everyone who's trying so hard to fix this.

Replacing the keyboard does not work. I've done it.

Microsoft don't know what the problem is! There tech's appear to be clueless!

Keep going everyone.

Paul.