New MS surface pro 12th edition BT capable keyboard will not work in non-BT mode. Please help.

Since the keyboard has already been through the recommended steps and still will not work when attached, the key check is whether it works in UEFI.

1. Confirm physical connection again.
   • Detach the keyboard.
   • Check for debris, damage, or anything blocking the connector.
   • Reattach it so all magnets fully contact the bottom edge of the Surface.
2. Force a hardware restart.
   • Select Start > Power > Shut down.
   • After the device is off, press and hold the Power button for 20 seconds. If the logo appears earlier, keep holding until it appears again.
3. Confirm whether the keyboard is electrically connecting.
   • Press Caps and Fn a couple of times.
   • If the LED lights do not turn on, that points to a hardware issue with the keyboard or connector path.
4. Test outside Windows in UEFI.
   • Turn off the Surface and wait 10 seconds.
   • Press and hold Volume Up, then press and release Power.
   • Keep holding Volume Up until the UEFI screen appears.
   • Try the arrow keys and touchpad there.
5. Interpret the result.
   • If the keyboard works in UEFI but not in Windows: the issue is likely software. The documented next step is Reset this PC using Keep my files and Cloud download.
   • If the keyboard does not work in UEFI: that indicates a hardware problem rather than Windows. Since all recommended steps have already been tried, the next step is to submit a service order.
6. Also check updates in the Surface app.
   • Open the Surface app.
   • Expand Help & support.
   • Use Check for updates to open Windows Update and install available updates.

For this specific symptom—Bluetooth works, but attached/non-Bluetooth mode does not—if the keyboard also fails in UEFI or the Caps/Fn LEDs do not respond, the documented path is service rather than more Windows troubleshooting.

References:

• Troubleshoot Surface Pro Keyboard or Type Cover