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Microsoft Surface Laptop keyboard and trackpad intermittently cutting out

George Foster 0 Reputation points
2025-08-10T00:38:52.3066667+00:00

Hello,

I have very recently purchased a brand new Microsoft Surface Laptop 13in 1st Ed w/Snapdragon.
Everything seems fine and is working relatively well except for the keyboard and trackpad, which both seem to intermittently cut out every now and then for 10-20 seconds.
It doesn't seem related to whether I'm actively using the laptop as sometimes it has cut out while I'm actually typing.
The touch screen also continues to work so it doesn't seem like a systematic 'freezing' of the computer, more that the keyboard and trackpad specifically are cutting out.
I know that there are a lot of complex power-saving setting so I'm wondering if maybe it has something to do with that.
As you can imagine, it's extremely frustrating as I am a vet student under a lot of pressure and purchased this laptop thinking that it would make my study experience better.

Thanks!

Surface | Surface Laptop | Performance and maintenance
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  1. Harold Milan 535 Reputation points Independent Advisor
    2025-08-10T18:24:53.3433333+00:00

    Hi George, Thanks for reaching out and explaining what’s going on with your new Surface Laptop. I totally get how frustrating it must be—especially when you’ve just invested in a device to help with your studies, and it’s not behaving the way it should. You’ve got enough on your plate as a vet student without having to troubleshoot hardware issues.

     

    From what you’ve described, it sounds like the keyboard and trackpad are intermittently cutting out, even while you’re actively using the device. Since the touchscreen keeps working, it’s likely not a full system freeze—more like a temporary issue with the input devices themselves. This kind of thing can sometimes be caused by power-saving settings, driver hiccups, or firmware bugs—especially on Snapdragon-based devices.

    Here’s what you can try to get things running smoothly:

     

     Update Everything

    Make sure your Surface is fully up to date:

    Go to Settings > Windows Update and install all updates.

    Also check the Surface Support site for the latest drivers and firmware for your model.

     

    Tweak Power Settings

    Some power-saving features might be a bit too aggressive:

    Open Control Panel > Power Options > Change plan settings > Advanced settings.

    Set USB selective suspend and PCI Express > Link State Power Management to Disabled or Maximum performance.

    Also check Processor power management > Minimum processor state and bump it up to at least 10%.

     

    Reset the Keyboard and Trackpad Drivers

    Press Win + X and open Device Manager.

    Expand Keyboards and Mice and other pointing devices.

    Right-click each and choose Uninstall device, then restart your laptop. Windows will reinstall them automatically.

     

    Run the Surface Diagnostic Toolkit

    This tool can scan for hardware or software issues:

    Download it from here and run a full check.

     

     Try Safe Mode or a Clean Boot

    This helps rule out background apps causing interference:

    Boot into Safe Mode and test the keyboard/trackpad.

    If it works fine there, a third-party app might be the culprit.

     

     Still Not Working? Reach Out to Microsoft Support

    Since your device is brand new, it’s under warranty. You can:

    Visit a Microsoft Store or authorized service center.

    Or start a support request at support.microsoft.com.

     

    Let us know if you need help with any of these steps we’re happy to assist further!

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