keyboard not working

Hi Roberto,

Thank you for posting in the Microsoft community. I understand your keyboard isn’t working and a laptop reset didn’t resolve the issue. To provide more accurate support, please share the brand and model of your device so I can tailor the troubleshooting steps accordingly.

In the meantime, here are few steps you can try:

• External Keyboard: Connect a USB or Bluetooth keyboard to check if the issue is hardware-related.
• Safe Mode: Boot into Safe Mode and test the keyboard. If it works, the issue may be software-related.
  Driver Update: Visit your laptop manufacturer’s support site to download and install the latest keyboard and chipset drivers.

Let me know how it goes or if you need further assistance. We're here to help!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Regards,

Carlo | Microsoft Community Support

• Device information: 
• Surface model: Surface Laptop 6 for Business Model 2035
• Edition: Windows 11 Enterprise

Hi Roberto,
Thank you for your response and sharing the device information.

Let’s go through a few steps to help you resolve the issue:
Step 1: Check for Windows Updates

• Go to Settings > Windows Update.
• Install all available updates, including optional driver and firmware updates.

Step 2: Run the Surface Diagnostic Toolkit

• Download and run the Surface Diagnostic Toolkit.
• This tool checks for hardware and software issues and applies fixes automatically.

Step 3: Reinstall Keyboard Drivers

• Open Device Manager.
  • Press Win + R then enter this command " devmgmt.msc "
• Expand Keyboards, right-click the keyboard device, and select Uninstall device.
• Restart your Surface to allow Windows to reinstall the driver automatically.

Step 4: Safe Mode

• Boot into Safe Mode and test the keyboard. If it works, the issue may be software related.

Step 5: Check for Firmware Updates

• Visit the Surface Laptop 6 Drivers & Firmware page and download the latest package for your model.
• Install it manually if Windows Update didn’t apply it.

Please let us know if these steps help resolve the issue, or if you need further assistance. We're here to help!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Regards,

Carlo | Microsoft Community Support

Hi Roberto,

The first thing to do (ignore the other advice) is to boot to the UEFI and see if the keyboard works there (see if the cursor keys can navigate the menus, etc.). If the keyboard does not work in the UEFI, it is a hardware issue and you would need an exchange.

To boot to the UEFI:

1. Shut down your Surface and wait about 10 seconds to ensure it's off.
2. Press and hold the Volume-Up button and - at the same time - press and release the Power button.
3. As the Microsoft or Surface logo appears on your screen, continue to hold the Volume-Up button until the UEFI screen appears.

I see you are a Microsoft employee, is this a company provided Surface? If yes, you should contact Microsoft IT after testing in the UEFI. If you own this Surface and the keyboard does not work in the UEFI, contact business support https://learn.microsoft.com/en-us/surface/contact-surface-business-education-support?tabs=online

If the keyboard DOES work in the UEFI and this is your personal device, I see you already "reset" it. There are several ways to reset, and I don't know which you used. If you didn't try a downloadable recovery image (wipes everything) you should definitely try that. https://support.microsoft.com/en-us/surface-recovery-image

Please review this and fill in the missing details and let me know the status after trying my suggestions.