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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.
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.
I have seen this, hibernate versus sleep but I don't know if it is fact or coincidence. If have an app open (say Excel) it will stay sleeping. If there is no app open, it will hibernate or turn off. I don't know which. I have only noticed this a couple of times since I normally just turn off the computer. I have kinda given up monitoring if the keyboard issue has been repaired. I normally try to remember to just delay folding the keyboard over the screen when turning off.
This is getting weird. I no longer hibernate the PC explicitly, but just shut the lid to make it sleep. But as of a few days ago, overnight it enters hibernate anyway. There's plenty of battery capacity in the morning. And the new Surface Pro takes a long time to reload, much longer than my Surface 7 did.
The good news is, so far, the keyboard comes up responsive.
Has anyone else seen this? I'll try resetting the power button to Sleep and see if that makes a difference.
You are right. It isn't fixed.
Never mind. I just hibernated the PC for a couple of hours, and on restart the keyboard was unresponsive. It's intermittent but still not fixed.
Well, I'm still holding my breath, but since Patch Tuesday a few days ago I've started the PC from Hibernate (once intentional, once due to low battery) and the keyboard worked. I'm not calling it fixed for another week or so (or if someone else still has the problem after installing last week's Windows Update.
I have the same results while turning the computer off. I didn't want to say anything to soon since the last time I thought it was fixed but it wasn't.
