laptop issue

[Joanne&Wynn]

For the techies, I have a Microsoft Surface Pro 6, five years old. The issue is when the secondary magnetic strip attaches to the screen the keyboard and cursor pad don't operate. Detach the strip and it operates as normal. I've consulted with several people and no ideas yet. Just guessing there's a problem with a setting somewhere. Any people to contact? Thanks, the Millers

[retiredguy123]

Apparently, others have had the same problem. Here is the answer from Microsoft:

1. Check the Surface type cover for physical damage.
2. Detached and reattached to see if it picks.
3. Clean the ports both on the keyboard and Surface with alcohol. See Clean and care for your Surface
4. Run Surface Diagnostic Toolkit and check for Windows Update. Restart the Surface after installing updates. Updates have fixes to common problems, or issues.
5. Update drivers and firmware
Check what is the current OS Build of your Windows version by typing winver on the search bar near the Windows logo.
Go to Download driver and firmware for Surface, choose (your Surface model) then click Download.
Choose the .msi file that matches your current OS Build and click Next.
After downloading, run and install the .msi then Restart.
6. Try your Surface Type cover to another Surface device. This is to determine whether the issue is with the keyboard or the host device.

[Freehiker]

Is it the detachable keyboard with the built in trackpad?

Like this?


KEYBOARD (https://imgur.com/a/o0y1cCZ)

[Joanne&Wynn]

Is it the detachable keyboard with the built in trackpad?

Like this?


KEYBOARD (https://imgur.com/a/o0y1cCZ)

Yes it is, thanks. I could get a new keyboard from Amazon but not sure that would correct the problem. I'm not techie enough to follow the prescribed process to correct. Probably just take it somewhere or call Geek Squad.

[Joanne&Wynn]

Apparently, others have had the same problem. Here is the answer from Microsoft:

1. Check the Surface type cover for physical damage.
2. Detached and reattached to see if it picks.
3. Clean the ports both on the keyboard and Surface with alcohol. See Clean and care for your Surface
4. Run Surface Diagnostic Toolkit and check for Windows Update. Restart the Surface after installing updates. Updates have fixes to common problems, or issues.
5. Update drivers and firmware
Check what is the current OS Build of your Windows version by typing winver on the search bar near the Windows logo.
Go to Download driver and firmware for Surface, choose (your Surface model) then click Download.
Choose the .msi file that matches your current OS Build and click Next.
After downloading, run and install the .msi then Restart.
6. Try your Surface Type cover to another Surface device. This is to determine whether the issue is with the keyboard or the host device.

Tanks for the help. Probably a little techie for me, a job for Geek Squad.