Surface Pro 4 Type Cover/Keyboard Not Working

Elizabeth Baker
Elizabeth Baker used Ask the Experts™
on
I have a Surface Pro 4 with a cover keyboard that has stopped working. It was working in January while we were travelling. When we returned home, I only used the Pro 4 with its docking station. I had occasion to use it off the docking station the other day, and the keyboard is not working. I looked under keyboards in device manager and there is no surface cover type listed. There are four HID keyboard devices listed. I looked at their properties and none of them seemed relevant and they were all working properly.

Booting up to the UEFI shows a Type Cover listed there; I disabled, rebooted, and enabled it with no result.

I'm running all the latest updates on Windows 10. I don't know how to check for latest on firmware.

I have also tried the 2-button shutdown and startup.

Any suggestions?

Thanks,
Elizabeth
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Elizabeth Bakerexe asst

Author

Commented:
Addendum:
1)  I checked in the UEFI and the keyboard works fine there.
2)  I downloaded and ran the Surface Diagnostic Toolkit, but that did not fix the problem.
--Elizabeth
Robert RComputer Service Technician

Commented:
Does an external keyboard work, if so you can try to run find new hardware wizzard. or run a system file check....  Open command prompt and type in sfc /scannow. Note you have to run the command prompt as an administrator for this command to run.
Top Expert 2013

Commented:
is there still warranty on the system ?  use it !
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Elizabeth Bakerexe asst

Author

Commented:
Thanks, guys.

nobus, no, I have been out of warranty for over a year now, unfortunately.

Robert R, yes, an external keyboard does work through my docking station. If by "find new hardware wizard", you mean Control Panel/Devices and Printers/Add a Device, I tried that and no new device was found.
Ran scannow but nothing showed up.

--elizabeth
Top Expert 2016

Commented:
is there a battery in the keyboard and is it charged?
Robert RComputer Service Technician

Commented:
Found a Microsoft article on troubleshooting keyboard issues:
https://support.microsoft.com/en-us/help/4023516/surface-troubleshoot-problems-with-surface-keyboard-ergonomic-keyboard
Detach and reattach your Surface Type Cover
Unplug your Surface and detach the Type Cover.
Wet a cotton swab with rubbing alcohol. (Use 95% or stronger isopropyl alcohol if possible.) Rub the cotton swab back and forth over the six circular magnets on the Type Cover connector. After you're done, make sure the pins are dry and that no cotton fibers remain on the connector. Then clean the connector on your Surface.
Reattach the Type Cover, making sure that all the magnets touch the bottom edge of your Surface.
Reinstall the Surface Type Cover driver
If shutting down doesn't fix the problem, try reinstalling the driver for your Surface Type Cover.

In the search box on the taskbar, type device manager, and select Device Manager in the results.
Expand Keyboards.
Right-click Surface Type Cover Filter Device.
Select Uninstall > OK.
Restart your Surface. It'll automatically download and install the Surface Type Cover driver the next time you connect to the Internet.
Elizabeth Bakerexe asst

Author

Commented:
David, the keyboard is the Surface Pro keyboard attached to the Surface Pro. It gets it's power from the Surface Pro.

Robert, tried the rubbing alcohol thing. No joy. I would be happy to uninstall the Surface Type Cover Filter Device if only it were there, but it is missing. That is part of the problem. The Cover Type shows up in UEFI and works fine there, but the driver is missing in Device Manager. Restarting does not reinstall the Cover driver because Surface Pro doesn't see the keyboard. I don't know why UEFI has it but Surface Pro can't recognize it.

Thanks, elizabeth
Computer Service Technician
Commented:
obviously if the battery works in the uefi it is not a battery issue.
you can download the drivers from here:  https://www.microsoft.com/en-us/download/details.aspx?id=49498   the package contains the firmware and  all the drivers in one zipped package. Click the download button and select the item checked (this is the most recent file update)
Unzip the folder and go to the drivers.... accessories.... surfaceTypeCover and try to install drivers manually. Or maybe update the firmware first to see if the keyboard is detected.

file to select
Elizabeth Bakerexe asst

Author

Commented:
Robert, that is my next step, for sure. I ordered and received today an external hard drive so I can clear up enough space on my C drive to download the firmware/driver package. Hope to try that in the next few days. I'll let you know how it goes.

Thanks, Elizabeth
noxchoIT Product Manager
Top Expert 2009

Commented:
Boot the Surface Pro from winpe and check if the keyboard works there. If yes then it is definitely driver problem.
Elizabeth Bakerexe asst

Author

Commented:
SUCCESS!!! Robert, I downloaded SurfacePro4_Win10_18362_1902001_0.msi from the website to which you sent me. Well, first I had to order and receive an external hard drive and then move files off my C drive to make enough room, but THEN I ran the msi file and, voila, after rebooting the computer, the Surface Cover Type magically showed up in Device Driver and now all is well!

I then downloaded and installed the 1903 upgrade, and the keyboard is still working 3 days later.

Robert, thank you SO MUCH. I really didn't have high hopes, given how many others on the internet are having this problem with no resolution.

All you guys rock! Experts-Exchange always comes through for me.

--elizabeth
Elizabeth Bakerexe asst

Author

Commented:
Thanks, Robert, and to the rest of you, as well. I left a comment separately, but I'll say it again here. You guys rock! Experts-Exchange has never let me down yet!
Robert RComputer Service Technician

Commented:
Glad you were able to resolve the keyboard issue, not sure what corrupted the driver for it. Maybe some type of update.
Elizabeth Bakerexe asst

Author

Commented:
That's what I've been reading on the internet--an update corrupted the driver. But Microsoft isn't owning up to it and all tech support can say is Microsoft will give you $450 towards a refurbished unit.  Some have even received a refurbished unit with the same problem! Reinstalling windows was tried by many to no avail. I didn't want to go down that road unless I absolutely had to because reinstalling all my apps is such an onerous chore.  I really didn't have high hopes of getting this fixed, so I am over-the-moon happy now! Thanks, again!
--elizabeth

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