Surface Laptop 1 keyboard and touchpad stopped working

Hi UK-L,

Thank you for posting your concern here.

We really understand that this is important also with you. We really sorry for the inconvenience that has caused you on your Surface device having issue on the keyboard and touchpad that stopped working. We really thank you for your time and patience performing those basic troubleshooting steps on your Surface device. There's a lot of probable causes why this happening on your Surface device. This could be a software related issue which can be fixed by doing troubleshooting steps. This could also be a hardware related issue.

For us to better understand the issue, please answer the follow questions:

• Aside from the updates that was installed on your Surface device, is there any changes on the Surface device before the issue happened?
• Have you tried resetting your Surface device? If not, please refer to the steps below.

Here are the few things that we can highly suggests you do;

Step 1: Try manually installing all of the drivers to ensure they are correctly installed and the right version. You can get an .msi package for your Surface from the Download drivers and firmware for Surface page.

**Step 2:**On your Surface device,  we need reset and keep your files instead. Go to Settings > Update and Security > Recovery > Reset this PC, Get Started. Please choose the Reset - keep my files in order to reset the device back to its factory default and remain your files.

Step 3: Recovery Image. Recovery Image  is a tool that we will going to download a file from a separate or a computer that is working and we will going to extract and save that file to a USB Flash Drive that has at least 16GB or 32GB and this Recovery Image will going to delete all the information that are saved on the surface device and it will install the latest operating system and the firmware/software drivers on the surface device and this Recovery Image will reset back to its factory default.

Steps on how to process Recovery Image.

To reset the Surface using a USB Recovery Drive, first you need to use a 16GB or 32GB USB Flash Drive and format it to FAT32.

Please download the Recovery Image from this link:

https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/downloadablerecoveryimage 

and please choose the newest version of Windows on the device there might be a Surface Windows 10 version 1803 or Surface Windows 10 version 1809. Please choose the latest one.

After downloading, please extract the downloaded file and transfer everything to your formatted USB Flash Drive.

After transferring, you are now ready to use your USB Flash Drive.

Here is a link you can also check on a video on how to go about the USB recovery image. https://support.microsoft.com/en-us/help/4023512/surface-creating-and-using-a-usb-recovery-drive

Here are the steps on how to use your USB Flash Drive:

Step 9: After successfully perform the Recovery Image and once the surface device is already boot up to the main Windows Home scree, please make sure the surface device is updated. To update, go to Settings >> Update and Security>> Windows update. On the right side, click on the "Check Update" button for us to installed the pending updates that needs to be installed.

Let us know how it goes. Looking forward to your response.

Best regards,

Mizey

I have this problem as well. It appears that the "surface hid mini driver" with the error "cannot start (code 10)" which prevents the keyboard and the trackpad from working.

Seems that some update is responsible for this, though if you delete, reboot, and reinstall the driver it does not fix the problem. The hid mini driver installs but still cannot start. 

I will add a USB mouse and USB keyboard and attempt the fix you show above.

Hey ScottSidel,

I'm having the exact same problem with my first gen Surface Laptop too :/ I worked with Microsoft Customer Service for a few weeks, following the steps listed above, until they determined that I was having a hardware issue (though an issue that kills both your touchpad and keyboard and is effecting more than one person seems to be something they ought to investigate). 

Did your computer end up working? And if not, could I get some advice from you? I'm a college student (aka I'm not drowning in money), so I need to buy a computer before the fall semester starts. Do you think I should go for a refurbished first gen Surface Laptop, or is it time to hit up a different company/brand?

Many thanks for your time.

Also, my computer stopped working right around that time (end of March) as well. Coincidence???