Keyboard and Touchpad not working "USB not recognized"

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!

Is there somebody who could help me?

I also checked the USB drivers via device manager. Reinstalling them didn't help either.

Furthermore, I am not sure if it was right that this post has been moved to USB-C. The problem is not with some adapter but with all the built in ports and of course touchpad and keyboard, since they are also wired per USB through the Surface Connector.

Hi there!

Can someone please help me with my problem? All the "fixes" Microsoft Service told me have not worked. My last hope was reinstalling the USB drivers, but that didn't work either.

Hi F.Meier,

Thank you for reaching Microsoft Community.

Please try these steps below first to download and install an msi driver pack for the device first:

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                               Go to Download driver and firmware for Surface, choose Surface Book then click link next to Surface Book 2.

                               Choose the .msi file that matches your current OS Build and click Next.

                               After downloading, run and install the .msi then Restart.

If still the issue persist, I would like to know if when you say you installed a fresh Windows on the version, do you mean by using a USB Recovery Image or just doin a Reset within Windows (Remove everything)?

I suggest that we proceed in reinstalling Windows on the device using a USB Recovery Image (use an older version available from the site). This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device so you might need to back up your files first. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for
   Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device
4. Download the recovery image using the button on the page
5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

Did you even read my Post? I tried installing the correct .msi file. And using an USB-Recovery is impossible, as i have stated that all USB-Ports do not work.