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

Anonymous
2024-08-24T16:52:33+00:00

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 I can't imagine that they are out of date and a check of each says that they are up to date and the best drivers for the unit.)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?

Surface | Surface Pro | Performance and maintenance

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  1. Anonymous
    2025-01-20T08:53:00+00:00

    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.

    Can you remind us how to chat to them? I can't find any contact number anywhere.

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  2. Anonymous
    2025-01-12T14:58:29+00:00

    Yesterday the service tech contacted me by email in the early morning asking if I was available. I indicated I was available at noon. The tech replied a while later she was available from noon to 3PM. I rearranged a couple of things so I could be available until 3. I never got a phone call!

    I'm going to try to elevate this.

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  3. Anonymous
    2025-01-10T15:35:00+00:00

    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?

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  4. Anonymous
    2024-12-16T08:29:19+00:00

    Sadly, I must report that the update I applied last night on my Surface Pro 11 did not resolve the issue when I powered it on today.

    I've just updated mine. I'll see what happens. Anyone else have success or failure?

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  5. Anonymous
    2024-12-13T06:41:52+00:00

    Same issue with mine, Snap-off and Snap-on every time after turning it off and on - very very annoying with a device of that price!

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