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Issues with Built-in Keyboard and Touchpad (Windows Surface Laptop 3)

Anonymous
2022-08-21T03:28:24+00:00

Hello,

I recently ran some updates on my Windows Surface Laptop 3 (Windows 11 Home, Version 21H2) and have been having issues with my keyboard and touchpad not responding. I have ran all available updates, updated all available drivers, and even reset the system to factory settings, all without no response from the keyboard or trackpad.

I have read countless forums and done multiple system maintenance for this to be repaired but still cannot get any type of response. I have ran system recovery and while running it in safe mode, the keyboard and mouse work in that state. I am not sure what else to do since I cannot make my keyboard or mouse work with anything else I have tried. The keyboard will light-up but cannot get any response from it.

Below is the specifications for my computer and operating system:

Processor: Intel(R) Core(TM) i5-1035g7 CPU @ 1.20 GHz 1.50 GHz

Installed Ram: 8.00 GB (7.60 GB usable)

System Type: 64-bit operating system, X64-based processor

Edition: Windows 11 Home

Version: 21H2

OS Build: 22000.856

Experience: Windows Feature Experience Pack 1000.22000.856.0

Surface | Surface Laptop | Install and update

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  1. Anonymous
    2022-08-22T21:25:27+00:00

    Hi A Ortiz,

    Thank you for reaching out Microsoft Community. We're sorry for the inconvenience this has caused you.

    This can probably cause by a driver malfunction. Does the touchscreen works on the Surface device? We highly suggest to do clean Windows installation by resetting your device into a USB recovery drive. This is another form of reset. This will reimage the entire device including the partition on the hard drive. You may use the on screen keyboard to download the recovery image for your Surface device.

    To reset the Surface device using a USB Recovery Drive. you need to use a 16GB/32GB of flash drive and must be formatted into FAT32 prior downloading the Recovery image.

    You can't use an actual external USB hard drive for this and don't use anything larger than a 32 GB USB stick.

    Format USB Drive:

    * Note: Formatting a recovery drive will erase everything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface recovery drive.

    1. Insert your USB driver into the USB port of your PC
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format.
    4. Select FAT32 as the file system and enter a volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Please download the Recovery Image form this link: Surface Recovery Image Download (microsoft.com)

    Select the device that you need a recovery image, put the serial number and click on Continue.

    Download the recovery image using the button on the page. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

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

    1. On your Surface or PC, open recovery image that you downloaded by double    clicking it or right-click then select Extract and then Extract all.
    2. Select USB drive you formatted for the location/destination and click Extract. 

    Once done, you are now ready to use your USB Flash Drive.

    Here are the steps on how to use your USB recover drive to reset your Surface:

    Step 1: Make sure your Surface is turned off and plugged in, and then insert the USB recovery     drive into the USB port. 

    Step 2: Press and hold the volume-down button while you press and release the power button. 

    Step 3: When the Microsoft or Surface logo appears, release the volume-down button. 

    Step 4: When prompted, select the language and keyboard layout you want. 

    Step 5: Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.  

    Step 6: 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 your files. 

    Step 7: Select Recover. Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

    Kind regards,

    Lavenia

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  1. Anonymous
    2022-08-23T07:13:15+00:00

    Hello,

    I will try to do that. I have used a larger formatted USB drive so that may also have been an issue.

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  2. Anonymous
    2022-08-24T10:30:19+00:00

    Hello,

    Thank you for the guidance. I was able to complete the reset and now able to fully access my computer in addition to the keyboard and trackpad.

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  3. Anonymous
    2022-08-24T15:20:02+00:00

    Great A Ortiz. I am really glad that it was resolved by performing the recommended steps. You are now back on track. We would like to let you know how much we appreciate your patience and most importantly the time you've dedicated into getting a resolution for this issue. Please do not hesitate to create a new thread if you have new concerns.

    Keep safe.

    Kind regards,

    Lavenia

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