Brand new out of the box Surface laptop, trackpad is not working

If your brand new Surface laptop's trackpad is not working and you cannot navigate using the keyboard, there are a few troubleshooting steps you can try:

1. Check for Updates: Ensure that the device is connected to the internet, as Windows may need to download updates that could resolve hardware issues.
2. Restart the Device: Sometimes, a simple restart can fix hardware detection issues. Press and hold the power button until the device turns off, then turn it back on.
3. External Mouse: If possible, connect an external USB mouse to navigate through the setup process and check if the trackpad starts working after the setup is complete.
4. Hardware Check: Since you mentioned trying a second Surface device, it could indicate a potential hardware issue. If both devices are experiencing the same problem, it might be worth contacting Microsoft Support for further assistance.
5. Surface Support Portal: For additional support, you can visit the Surface Support Portal to create a service request or check for any known issues with your specific model.

If the issue persists, it may require professional assistance or a replacement if the devices are defective.

References:

• Top support solutions for Surface devices
• Surface service and repair options