Surface Laptop 1 keyboard and touchpad stopped working

Anonymous

About a week ago following a Windows update my keyboard and touchpad on the first gen Surface Laptop stopped working. Initially the 'surface hid mini driver' appeared to have failed and displayed "status_device_power_failure"

When I rolled back the update and uninstalled the 'surface hid mini driver' and restarted the keyboard started working again. However when new updates installed the same issue started again. Now when I rollback the updates and fix the 'surface hid mini driver' the keyboard still doesn't work.

At this point I have reinstalled all the updates, and the 'surface hid mini driver' seems to be stable and working properly but the keyboard still doesn't work.

Any advice?

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45 answers

Anonymous

2020-01-30T10:37:38+00:00
I was able to fix the issue on my laptop (Surface Laptop Gen1). Here are the steps I took:

Windows reset ---> Didn't work

Uninstalled the surface hid minidriver that was showing an error (code 10), then restart ---> Didn't work

Reinstall Surface drivers/firmware manually ---> Didn't work

Rolled-back the latest windows feature update ---> Didn't work

Disconnect power source and hold power button for 30 seconds (it will force a restart and disconnect the battery for a short second) ---> It worked

Please let me know if this works for anyone else.
This worked, thank you very much!
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Anonymous

2020-05-19T00:19:39+00:00

Happened to me again. And again shutting down the machine, disconnecting power supply and then holding power button till it starts solved the issue. So try it first before uninstalling any updates.
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Anonymous

2019-08-01T14:41:09+00:00

I was able to correct the issue by unplugging everything from the laptop and rebooting. This means unplug the port adaptor, external mouse, power, etc.

Hope this helps others.
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Anonymous

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 1:	Make sure your Surface is turned off and plugged in with charger, and then insert the USB recovery drive into the USB port.
Step 2:	Press and hold the Volume-down button and press the Power button<br>ONCE.
Step 3:	When the Surface logo appears, release the volume button. <br>
Step 4:	When prompted, select the language and keyboard layout you want.
Step 5:	Select Troubleshoot > Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
Step 6:	Select the target operating system you need to reset. (This refers to the current operating system installed on your Surface.)
Step 7:	Choose Fully clean the drive. The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove<br> your files.
Step 8:	Select Recover. Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

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

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