Surface Pro 11 Keyboard Not Responding when Turning off at Night and Turning on the Next Day

Anonymous
2024-07-22T16:37:34+00:00

I have a Surface Pro 11 where the keyboard will not respond when turning it off at night and turning it back on the next morning. The only way I have found to get it to respond is to unmount and mount keyboard. It will not occur when putting it in sleep mode overnight. It will not occur when turning the tablet off and back on when not sitting overnight. I have checked for updates. I have tried cleaning the contacts.

I have contacted support through the Surface app doing a chat session. I was transferred to 4 different departments. More time was spent transferring me then resolving the concern. Yes, the concern was never resolved. The last transfer was to the business department because although I purchased both the Surface Pro and keyboard online through retail channels support says the keyboard is a business keyboard. I haven't heard back from business support yet. I don't know if they will tell me that since the Surface Pro is retail so they will not be able to help me. Another remedy was to reinstall the recovery software but there would be no guarantee the problem would be resolved. I declined since I spent hours installing all my apps.

I also contacted CoPilot but it had the usual remedies. I do not want to mount and unmount the keyboard every day to use it. The Surface Pro and keyboard is still within the return period.

Surface | Surface Pro | Performance and maintenance

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  1. Anonymous
    2024-07-28T12:21:57+00:00

    I have another update but not a resolution. To add, this is the keyboard I have.

    https://www.microsoft.com/en-us/d/surface-pro-keyboard/8tc5c5t5g9dm

    When I purchased the keyboard this keyboard wasn't available. Only the business version was available but at the time it said it was compatible with a Surface Pro 11. Now it doesn't say that. I don't know if both keyboards are the same but the serial numbers are different. Moving on, Microsoft support for business did reply back to my concern. After several tests, it was determined that the keyboard was bad. The test was to put it in UEFI mode and if the keyboard didn't respond, the keyboard is determined bad. The keyboard did not respond in UEFI mode. I asked the support agent if they could do the same tests on an identical setup that they might have and the support agent said no further testing was necessary, the keyboard was determined bad/defective.

    I spent a week doing further testing on my own and I don't know how I got from the Surface Pro sitting overnight to WHEN I folded the keyboard over the screen but that is what I verified. Here is what I verified many times. If I fold the keyboard over the screen/display within a minute after powering off, the keyboard will not respond when turning back on. I guess a clarification needs to be made here. When the keyboard is not responding the Surface Pro is in tablet mode also. You can tell it is in tablet mode by the size of the icons in the taskbar, the icons are a little larger. Once the Surface Pro is in tablet mode, I know of no way to switch it to desktop mode other than unmounting and mounting the keyboard.

    This is where I am at. I don't know if anyone else could duplicate the concern. I don't want to return the keyboard and repurchase if it isn't going to fix anything. I am also willing to tolerate not folding the keyboard over the screen if that is how it is. It would be good if the moderator would locate a Surface Pro with this keyboard and see if they could duplicate and concern. If they could, it could be possible that Microsoft could do a firmware update to the keyboard or Surface Pro instead of having people returning their keyboard, Surface Pro or both as defective.

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  2. Anonymous
    2024-07-22T22:54:41+00:00

    I also uninstalled all 7 keyboard and mouse devices. When connecting keyboard all 7 devices will self install. I also found out that waiting 2 hours with the Surface Pro off will create the concern. The concern is still present after uninstalling devices.

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