Surface LTE keyboard stops working after waking

Tim Rees
Tim Rees used Ask the Experts™
on
I have a client with a Surface Pro LTE (model 1807), Win 10 Pro, 8 GB RAM, 256 GB SSD.

After he wakes the Surface from sleep, the Type Cover is completely unresponsive. He needs to log in using the onscreen keyboard. The keyboard only becomes active after he logs in.

I've tried the following:

1. Uninstalled and reinstalled Surface Type Cover in Device Manager (checked the box to Delete Software) before rebooting

2. Updated to the latest Windows (1809 when the issue was reported)

3. Applied all available cumulative and firmware updates in Windows Update

4. Tried a different, brand new keyboard

5. Downloaded all available Surface updates directly from Microsoft

After none of the above steps worked, I swapped him over to a new, identical Surface LTE. I imaged his original device via Clonezilla before transferring it to the new one.

He reported that the issue is persisting even on the new one, which suggests to me that the issue lies in something with his system configuration.

Just wondering if anyone could advise of any additional troubleshooting steps to be performed?

Any assistance would be greatly appreciated.
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I imaged his original device via Clonezilla before transferring it to the new one. …   the issue is persisting even on the new one,

So that cloned the error and, yes, the error appears to be with the OS.

Try SFC followed by DISM.

Open an Admin Command prompt. Run SFC /SCANNOW and let it finish. Then run:
dism.exe  /online  /cleanup-image  /restorehealth

Restart and see if the issue has been fixed.

If no, run a Windows 10 Repair Install and keep everything.

https://www.microsoft.com/en-us/software-download/windows10

Windows 10 is running, so click on the Download button (not Upgrade Button, select Save.
Create a USB Windows Installation key and then run Setup on the USB Key.
This will launch the Repair and proceed normally.

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial