keyboard not functioning properly

Sarah Le Maitre 0 Reputation points
2026-10-29T17:33:04.82+00:00

keyboard on my brand new laptop does not work properly. Misses letters out sporadically and I have to return to retype or check my typing. Have tried all usual recommended trouble shoots. None work. Problem seems to be temporarily solved and then returns.

Surface | Surface Laptop | Performance and maintenance
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  1. AI answer

    2026-10-29T17:33:23.09+00:00

    For a new Surface Laptop keyboard that intermittently misses letters, use this sequence to separate a Windows issue from a hardware issue:

    1. Check for updates Go to Start > Settings > Update & Security > Windows Update and install all available updates.
    2. Check in the Surface app Open the Surface app.
      • Expand Help & support to check update status.
      • If updates are available, select Check for updates.
      • Select Get help and describe the keyboard problem.
    3. Force a restart
      • Select Start > Power > Shut down.
      • After it turns off, press and hold the power button for 20 seconds.
      • Keep holding even if the logo appears, until it appears again.
    4. Check for accessibility settings that can affect typing Missed or ignored keystrokes can be caused by keyboard settings.
      • Windows 11: Settings > Accessibility > Keyboard
      • Windows 10: Settings > Ease of Access > Keyboard Turn Sticky Keys, Filter Keys, or similar keyboard options on or off as needed.
    5. Check for debris or a sticking key If one key is repeating or not responding, inspect the keyboard for foreign material. Use compressed air to clear dust and debris from the surface and between keys.
    6. Test outside Windows in UEFI This is the key check.
      • 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.
      • Test the keyboard there.
      Result:
      • If the keyboard works correctly in UEFI but not in Windows, the issue is likely software-related.
      • If the keyboard also fails in UEFI, that indicates a hardware problem.
    7. If it works in UEFI but fails in Windows Reset Windows while keeping personal files:
      • Go to Start, type reset, then select Reset this PC.
      • Select Keep my files > Cloud download.
    8. If it fails in UEFI or keeps returning after troubleshooting On a brand new device, that points to likely hardware failure and the next step is to submit a service order.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. ApexNáV 425 Reputation points
    2026-10-29T18:18:59.5266667+00:00

    If it's brand new laptop then simply return it and get replacement. It can be replaced.

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  3. S.Sengupta 33,091 Reputation points MVP Volunteer Moderator
    2026-10-30T01:26:47.0233333+00:00

    Try testing the keyboard outside Windows:

    1. Shut down the Surface completely.
    2. Press and hold the Volume Up button.
    3. While holding it, press and release the Power button.
    4. Continue holding Volume Up until the UEFI screen appears.
    5. If the keyboard is usable in UEFI, test the arrow keys and other available input fields.

    If the keyboard also misses inputs in UEFI, that strongly suggests a hardware fault rather than a Windows problem.

    Microsoft also provides a dedicated keyboard test through it Surface Repair Tool (SRT)

    Because this is a new laptop, request a warranty replacement or service assessment from Microsoft. Intermittent keyboard failures on a new machine should not be accepted as normal behaviour.

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