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I am on my second keyboard/cover for my new Surface Pro 11 and am experiencing the following issue: On some startups -- not the majority of them -- the keyboard does not pair with the Surface Pro unit. The only solution has been to detach the keyboard from the unit and reattach it. I have cleaned the contacts (although this issue arose almost immediately out of the box after purchase), and followed a few other suggestions that I found online. One thing I have not done is reinstall the drivers. I can't imagine that they are out of date and a check of each says that they are up to date and the best drivers for the unit.) So, my question is this: if two different, new keyboards have experienced the same problem, does it sound like the issue is with the Surface unit itself? And if so, what other remedies are there before I turn it over to an expert?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Just so you understand, I didn't say a new computer will fix the keyboard concern. Someone else said this. Also, you will need to return yours, get a refund and purchase again if you want a new computer. Otherwise, it may be a refurbished computer. That said, I don't know what you paid for your computer since there are a lot of discounts on these computers now so you may be able to get one cheaper.
This is so helpful! Microsoft is supposed to call me back today, to see if what they did last night fixed this problem (reinstalling keyboard drivers, etc.). I saw your post before I turned it on this morning, so I followed your instructions to replicate the problem, and it did. Perfect timing! I am going to ask for a new one.
Be wary that this issue might crop up later on down the line as the staff here have had their surface pro 7's for about 3 years now and the issue has only started appearing which makes me think it's an firmware update that caused this issue.
Thank you so much for this! I have only 5 days left on my warranty, so this was very timely.
I called tonight, and the support agent told me she doesn't have any record of this being a known problem. (Interesting....As someone else suggested here, it would be nice to have a case number to tell them to look at.) Of course, she wants to walk me through various troubleshooting steps. She connected to my computer, checked to make sure Defender was up to date and all my updates were current. I hadn't had it on for a while, so we needed to run some updates. She also installed any new drivers and firmware updates, then uninstalled and reinstalled the keyboard drivers.
At that point, of course the keyboard worked on a boot up, so she's supposed to call me back tomorrow. In the meantime, I will try turning it on and off several times to see what happens. I'm hopeful that either she has managed to fix it or they will give me a replacement. She sounded somewhat encouraging about that possibility, which leads me to think maybe if it's not listed as a known problem, at least they're aware that they're not supposed to fight requests for replacement. Time will tell, and I'll try to update this.
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