Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




170 posts

Master Geek
+1 received by user: 6


Topic # 226227 26-Dec-2017 18:33
Send private message quote this post

So a couple of weeks ago the keyboard (and trackpad) on my Surface Pro 3 suddenly stopped working. Tried all the usual fixes for this - the power button + volume up button trick that usually would coax it back into life didn't work (and noticeably the keyboard wasn't working in the UEFI BIOS screen). Doesn't seem to be the keyboard itself - tried it on another Surface Pro and it worked fine (and the keyboard from that device didn't want to work with mine). Finally got around to trying the big stick fix today, completely reinstalling Windows, but that didn't help either.


Note that the device works just fine with a USB keyboard.


Does anyone have any clever suggestions? Does anyone know of a way to give the keyboard a virtual kick in the nuts at the firmware level? Unfortunately it looks like the device is out of warranty, and judging by the reports online opening the case seems to almost always result in a cracked screen (stupid non-user serviceable devices...).


Create new topic

gzt

9261 posts

Uber Geek
+1 received by user: 1320


  Reply # 1925455 26-Dec-2017 18:44
Send private message quote this post

A wipe all files and data reinstall might be worthwhile. It can be started from control panel recovery. Reinstall without wipe does not tell you much.

164 posts

Master Geek
+1 received by user: 14


  Reply # 1925456 26-Dec-2017 18:45
Send private message quote this post

Have you cleaned the contacts, 


 
 
 
 




170 posts

Master Geek
+1 received by user: 6


  Reply # 1925461 26-Dec-2017 18:54
Send private message quote this post

Hey @gzt, yep, did a complete wipe when I reinstalled Windows - removed the 5 (!) partitions that seemed to have been created on the device and reinstalled from a USB recovery disk. @JeremyNZL - yep, cleaned the contacts a few times (and the keyboard seems to work fine on another device so I don't think it is a contact problem?).


527 posts

Ultimate Geek
+1 received by user: 31

Subscriber

  Reply # 1925474 26-Dec-2017 19:24
Send private message quote this post

I've had a few customers ones so the same. All have been replaced under warranty. Keyboards all worked fine on other computers.

2809 posts

Uber Geek
+1 received by user: 1219


  Reply # 1925477 26-Dec-2017 19:27
Send private message quote this post

This was an issue that came up on a couple of our work machines.  They were replaced under warranty, sorry no idea what the actual issue was.  





Always be yourself, unless you can be Batman, then always be the Batman





170 posts

Master Geek
+1 received by user: 6


  Reply # 1925490 26-Dec-2017 19:35
Send private message quote this post

Thanks @askelon and @scuwp. Any idea how old the devices were that got replaced - were they in or outside the published warranty? Wondering if this might fit into the Consumers Guarantees Act 'durability' test since my device is only a little over 3 years old...


527 posts

Ultimate Geek
+1 received by user: 31

Subscriber

  Reply # 1925496 26-Dec-2017 20:03
Send private message quote this post

I think it happened to 2 or 3. But they were all inside their warranty period. Was never given an explanation as to what caused the fault, just they had to be replaced. The last one it did it on was about 6 months old at the time, that was around the middle of this year

710 posts

Ultimate Geek
+1 received by user: 105

Trusted

  Reply # 1925500 26-Dec-2017 20:08
Send private message quote this post

I've seen this happen to quite a few SP3s at work. We replaced the internal dock connector - no dice. Appears to be a motherboard fault.





 


1666 posts

Uber Geek
+1 received by user: 115


  Reply # 1925583 27-Dec-2017 08:45
Send private message quote this post

Antzzz ... even if outside manufacturers' warranty and 3 years old, you should at least approach, very politely and 'ignorant of technology' <s>, the retailer from whence it came.

 

Write out your problem, how you tested the components, and also include copies of the comments here as well as any you find online where the fault has happened on same model etc (never mind the country).

 

Under our CGA you should be able to at least get them to consider a replacement or reporting the problem to their supplier and thence up the chain ... nothing to lose by doing so wink

 

 




170 posts

Master Geek
+1 received by user: 6


  Reply # 1929537 4-Jan-2018 23:56
Send private message quote this post

Thanks for the feedback all! I'll be talking to MS about a fix after the holidays... In the meantime a short term fix was to get a Bluetooth keyboard designed for the Surface Pro - https://www.pbtech.co.nz/product/TAABRG3553234/BRYDGE-123-Keyboard-for-Microsoft-Surface-Pro-2017

 

It's a little pricey (tho I got it cheap in their Boxing Day sale), but the fact you don't need the kickstand makes the Surface Pro significantly more usable for me - 90% of the time I use the device in laptop mode on the couch so the kickstand was a literal pain in the leg...


Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

New Zealand hits peak broadband data
Posted 18-Jan-2018 12:21


Amazon Echo devices coming to New Zealand early February 2018
Posted 18-Jan-2018 10:53


$3.74 million for new electric vehicles in New Zealand
Posted 17-Jan-2018 11:27


Nova 2i: Value, not excitement from Huawei
Posted 17-Jan-2018 09:02


Less news in Facebook News Feed revamp
Posted 15-Jan-2018 13:15


Australian Government contract awarded to Datacom Connect
Posted 11-Jan-2018 08:37


Why New Zealand needs a chief technology officer
Posted 6-Jan-2018 13:59


Amazon release Silk Browser and Firefox for Fire TV
Posted 21-Dec-2017 13:42


New Chief Technology Officer role created
Posted 19-Dec-2017 22:18


All I want for Christmas is a new EV
Posted 19-Dec-2017 19:54


How clever is this: AI will create 2.3 million jobs by 2020
Posted 19-Dec-2017 19:52


NOW to deploy SD-WAN to regional councils
Posted 19-Dec-2017 19:46


Mobile market competition issues ComCom should watch
Posted 18-Dec-2017 10:52


New Zealand government to create digital advisory group
Posted 16-Dec-2017 08:47


Australia datum changes means whole country moving 1.8 metres north-east
Posted 16-Dec-2017 08:39



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.