Share via

Keyboard and Touchpad not working "USB not recognized"

Anonymous
2021-10-10T11:00:50+00:00

Hello,

I own a Surface Book 2 (i7 8GB 256GB). Suddenly the keyboard and touchpad stopped working. If I remeber correctly, this was after an update. The keyboard lighting and screen detatch button still function correctly, but the USB Ports don't. You can't type or use the touchpad however.

Every few seconds an error message pops up, reading: "USB not recognized - The last device you connected is malfunctioning"

I tried installing all the new updates, the Surface Diagnostic Tool, forcefully shutting down but nothing worked. Then i wiped the PC clean and installed a fresh Windows Version. Sadly this also did not bring forth any results.

I suspect this is a software issue, because back in 2018 some users reported similar problems after installing an update. Then the fix was removing said update, but for me it didn't work either.

Thank you!

***Moved from: Windows / Windows 10 / Devices and drivers***

Surface | Surface Book | USB-C

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

7 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-12-19T04:29:52+00:00

    Not sure about you, however this started happening for me only after I installed Feature Update 21H2. I'm sure there are other updates that may cause this too... however, I have since backed out by uninstalling that specifically and only allowing only cumulatively security updates to come through, and so far no more issues with my USB wired mouse or Surface keyboard. (yes, my Keyboard would go dead unless I restart). Let me know if this helps you any. I fear support beyond this point will be few and far between.

    Additionally, since this sounds like it could be a device conflict of some kind. Try running CCleaner or Glary Utilities on it to help clean up the gunk left over by uninstalled applications and registry **** that make no sense. Good luck.

    My recommendation of last resort would be to back up everything you have and have it reinstall the OS, and apply updates back to now except 21H2 and then consider backing up the whole drive from that moment on if it is stable.

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2021-12-19T19:11:29+00:00

    It's possible that your keyboard base has failed, a fairly common problem with Surface Books. Your only option would be an out of warranty replacement. You mention that you installed a fresh Windows version, did you download the correct recovery image for your Surface Book by serial number? Generic Windows will not work in a Surface Book.

    0 comments