Why is the volume and brightness keys not working on brand new surface laptop

Actually a lot of the info in Jeric's reply does not apply to Surface.

Press and hold the Fn key, then press the brightness or volume key. The Fn key is a toggle. When the LED on it is lit, you should be able to change volume, brightness, etc.

Hi Abrielle,

Thank you for reaching out. I understand you're experiencing issues with the brightness and volume keys on your new Microsoft Surface Laptop. Since the device is brand new, it's important to ensure everything is functioning as expected. Below are the recommended steps to troubleshoot this issue:

Step 1: Check the Function (Fn) Key Behavior

• Press and hold the Fn key, then press the brightness or volume key.
• If this resolves the issue, the function keys are currently set to standard F1–F12 mode.
• To switch the default behavior to media keys, press Fn + Caps Lock once.

Step 2: Run Windows Update

• Go to Settings > Windows Update.
• Click Check for updates and install all available updates.
• Restart the device after installation is complete.

Step 3: Check Device Manager for Driver Issues

• Right-click the Start button and select Device Manager.
• Expand the Keyboards and System Devices sections.
• Look for any warning icons or missing drivers.
• If found, right-click the device and select Update driver.

Step 4: Install Surface Drivers and Firmware

• Visit the official Surface Drivers & Firmware page.
• Select the correct Surface model.
• Download and install the latest Drivers and Firmware package.
• Restart the laptop after installation.

Step 5: Check UEFI Settings

• Shut down the laptop completely.
• Press and hold the Volume Up button, then press and release the Power button.
• Continue holding Volume Up until the UEFI screen appears.
• Verify that keyboard-related settings are enabled.
• Exit and restart the device.

Step 6: Test with On-Screen Controls

• Navigate to Settings > System > Display to manually adjust brightness.
• Navigate to Settings > System > Sound to manually adjust volume.
• If these controls work, the issue may be isolated to the keyboard shortcuts.

Step 7: Contact Microsoft Support

If the issue persists after completing the steps above:

• Visit support.microsoft.com to initiate a support chat or schedule a callback.
• Alternatively, you may visit a Microsoft Store or authorized service center for further assistance.

Please let me know once you've completed these steps or if you need help with any part of the process. I'm here to assist you further if needed.

Best regards,

Jeric Sobrino

Microsoft Community Support.