Surface Pro keyboard does not work

Question

Surface Pro keyboard does not work

Ellen Sturtevant 0

My purchased Surface Pro keyboard arrived today. Out of the box it did not work. I followed all the steps in the troubleshooting process, still no success. I am fully up to date on my drivers, Win 11, the contacts are clean, forced restart, tested connection in Windows EUFI, and still no connection to the brand new keyboard. It is DOA.

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2 answers

Your answer

Answer 1

Submit a service order for the new Surface Pro Keyboard because it remains undetected after completing Microsoft’s software, connection, restart, and UEFI isolation steps.

Request replacement or service

Open Microsoft account | Select device for service.
Sign in with the Microsoft account associated with the purchase or Surface.
Select the keyboard or associated Surface device.
- If it is not listed, select Don’t see your device? or Register device.
Enter the keyboard’s serial number. It is printed near the left side or center of the keyboard’s spine—the magnetic edge that attaches to the Surface.
Select the issue indicating that the keyboard does not connect or respond, then follow the prompts to request the available service or replacement option.

Microsoft specifically directs customers to submit a service order when a Surface Pro Keyboard still does not work after the prescribed troubleshooting sequence.^1^

Because the keyboard was delivered today, also retain the receipt, packaging, and serial-number label. If the service portal shows incorrect or missing coverage, register the device and use the proof of purchase to correct its warranty information. Personal-device service may be offered by mail or through an authorized provider, depending on location.^2^

There is no reason to reset or reinstall Windows here: Microsoft reserves that path for a keyboard that works in UEFI but fails only in Windows. Your keyboard also failed the UEFI test, so repeating driver, update, connector-cleaning, and restart procedures is unlikely to provide further isolation.^1^

References

Answer 2

Hi Ellen Sturtevant,

Since the keyboard was purchased only yesterday and has never worked, even in UEFI, at this point, I would recommend contacting the retailer first and requesting an exchange under its return policy. This is usually faster and more appropriate for a brand-new item that was defective out of the box. Please keep the receipt, original packaging, and the keyboard’s serial-number label.

If the retailer cannot assist, you can check the warranty and start a service request through the official Microsoft account Devices page. If the keyboard is not listed, register it using the serial number printed near the magnetic connector.

There should be no need to reset or reinstall Windows again, as the keyboard is also not detected in UEFI.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. My role is limited to providing technical guidance on reported issues, requests, or ideas. Thank you so much for your understanding.

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