[SOLVED] Troubleshooting Challenge: Surface Pro 7+ Type Cover Suddenly Unresponsive—Tried Everything!

Hi, Marcus Anselmo

Thank you for posting in Microsoft Community.

Knowing that your Type Cover is malfunctioning, I sympathize with what you are currently going through and admire all the efforts you have tried. You are currently in a foreign location ，The best thing we could do is to refer you to the support channel that is best to handle your concern which would be our live support. They would be able to give you further options and assistance on this matter. See steps below in reaching them:

1. Go to Contact Us - Microsoft Support

2. Choose how you would like to get support for your Surface device.

3. Type in the problem you need help with.

4. Look at any available solutions offered and select Contact Support.

I hope your issue is resolved soon, I would like to get a follow up on what happened and look forward to hearing from you!

Huon | Microsoft Community Support Specialist

The SP7+ driver downloads are at Download Surface Pro 7+ Drivers and Firmware from Official Microsoft Download Center but if the cursor keys don't work in the UEFI and it does not light up, it is not a driver issue. The version of Windows does not impact what you can TOGGLE in the UEFI, however with some Surface devices, only BUSINESS SKU's expose the devices tab. Are you saying you don't see the Devices tab? If there is no Devices tab, there is no other way.

Try clearing the hardware cache> While at the desktop, hold down the power button for 60 seconds until the SP7+ turns off. Then turn on again. If this fails, see if you can find someone with a SP 4,5,6,7, or 7+ and try their typeover on your device and vice versa to diagnose if it is the typecover or your device.

as there is no service option in Brazil, you'd have to send the Surface to a friend in the USA and have them handle the replacement and they would have to send back to you. HOWEVER, you said you recently purchased this. You might want to make arrangements to return to seller for a full refund depending on how recent.

Brazil is not a supported country. Surface | Official Worldwide International Sites (microsoft.com) - he will need to send his Surface at his expense to a friend in the USA and have them contact support to initiate a warranty exchange if applicable.

Hi, I was skeptical, but found Microsoft support very dedicated.

We've tried

- reinstalling drivers

- resetting computer

Sometimes the keyboard start working, but I can't understand how. It started working shortly after the driver updates, but stopped again a day later. And it gone in and off yesterday, and it's dead again today.

I believe it's something related to type port, since not even lights work during boot. Ir maybe a faulty keyboard.

Thanks!

Hi Barb, thanks for the help.

Yes, I don't ser the devices tab.

I've tried the hardware reset. The device turns off after less then 20 seconds, is that right?

I've found a friend with an SP6, will try to test it next week. I hope it's a keyboard only problem.

I don't have anyone to send the device in US. I'll be travelling to NY next november, but it'll be a short trip, probably not enough time to service the device.

Sorry that existing remedies aren't working. I also suspect this is a hardware issue. Let us know the results of testing with the SP6 typecover.

An update here:

In the previous weekend the keyboard simply started working again. It somehow happened sometime after I turned the "batery limit" to off in the UEFI.

It worked fine till today. I turned batery limit on. A few hours later, when I took off from the power cable, the keyboard stopped working immediatly.

Somehow I think there´s some connection between power settings, the type cover port and power saving strategies in windows.

I turned off the batery limit again, let´s see if it will work again.

I also will do the Type Cover test tomorrow.

Thanks.

It seems the problem was related to energy management and the setup of the batery in the UEFI prompt.

Replicating the problem: In the UEFI there´s an option to set the limit of the batery to 50%, to prolong batery life. It seems that when turning this on and letting the battery drop, the keyboard would be deactivated, and not turned on again even when charging. That didn´t happen immediatly, sometimes a few hours after turning it off.

Solving the problem: Just turning it off seems to solve the problem, altough sometimes it took a few hours.

Can you please submit a problem report on this using the Feedback Hub App? Please let it collect information.

I'm glad you found a connection between the UEFI battery limit setting and type cover port. Let us know when you've submitted the report (and I will try to escalate the issue then).