About the product
Date of repair
Ref. number
4
Repairer
Simon Gibbon
Brand
Microsoft
Kind of product
Tablet
About the repair
(Estimated) Year of production
2019
Model, type number and/or serial number
Surface Pro 4
Defect found
Unable to connect keyboard or mouse
Problem description + probable cause
Cover mouse and keyboard keep disconnecting
Has the product been repaired?
Yes
What did you do to repair it?
I have had a play with ChatGPT on https://chat.openai.com
The answer to the first question looks quite helpful, as it would test the cover at the hardware level. What it suggests seems to tally with the Microsoft instructions - https://support.microsoft.com/en-us/surface/how-to-use-surface-uefi-df2c8942-dfa0-859d-4394-95f45eb1c3f9.
So I suggest you have a go at following the instructions and run the Cover Test - if it tells you that Cover is working then it suggests it is a software issue.
Step 7 of the last question is also worth a try if the UEFI tells you there is no problem at the hardware level:
Disable Fast Startup: Fast Startup is a feature in Windows that can cause conflicts with hardware. Disabling it may help resolve intermittent disconnection issues. To disable Fast Startup, go to "Control Panel" > "Power Options" > "Choose what the power buttons do" > "Change settings that are currently unavailable." Uncheck the "Turn on fast startup" option and save the changes.
_________________________________________________________________________________
"How do I test the cover from UEFI of a Surface Pro 4?"
To test the cover of your Surface Pro 4 from the UEFI (Unified Extensible Firmware Interface), you can follow these steps:
Restart your Surface Pro 4: From the Windows Start menu, click on the power icon and select "Restart." Alternatively, you can press and hold the power button until the device turns off and then press it again to turn it back on.
Access the UEFI settings: As soon as the Surface logo appears on the screen, press and hold the Volume Up button on the device. Continue holding the Volume Up button until the UEFI settings menu appears.
Navigate through the UEFI menu: Use the Volume Up and Volume Down buttons on the device to navigate through the options in the UEFI menu. Look for a section related to hardware or peripherals. The exact location of the options may vary depending on the UEFI version.
Locate the cover test option: In the UEFI menu, look for an option that allows you to test the cover or keyboard. It may be labeled as "Hardware Tests," "Device Diagnostics," or something similar. Enter that section.
Run the cover test: Once you have accessed the cover test section, follow the on-screen instructions to initiate the test. The UEFI will perform a series of checks to verify the functionality of the cover and its connection to the device. The specific steps and options may differ depending on your device's firmware version.
Follow the test results: After the test completes, the UEFI will provide you with the results. If any issues are detected, it may display error codes or messages indicating the problem. Make note of any error messages or codes for reference when seeking further assistance.
Exit the UEFI: Once you have completed the cover test and reviewed the results, navigate to the exit or restart option in the UEFI menu. Choose the option to exit and restart the device.
By testing the cover from the UEFI, you can determine if the issue is related to the hardware itself or if it is a software-related problem. If the UEFI test indicates a hardware issue, it is recommended to contact Microsoft support or take your device to an authorized service center for further assistance and repairs.
"How do I
fix cover
disconnecting from my Surface Pro 4?"
If the cover of your Surface Pro 4 keeps disconnecting, there are a few troubleshooting steps you can follow to try and resolve the issue:
Clean the connectors: Ensure that both the connectors on the Surface Pro 4 and the keyboard cover are clean and free from any debris. Use a soft cloth or cotton swab to gently clean the contacts.
Reattach the cover: Detach the cover from the Surface Pro 4 and then reattach it firmly. Make sure it is properly aligned and securely attached. Sometimes, a loose connection can cause intermittent disconnections.
Restart your Surface: A simple restart can sometimes resolve software-related issues. Restart your Surface Pro 4 and check if the cover disconnecting issue persists.
Install Windows updates: Make sure your Surface Pro 4 is up to date with the latest Windows updates. Microsoft often releases firmware and driver updates that can address various hardware-related issues, including problems with the keyboard cover.
Check for driver updates: Open the Device Manager on your Surface Pro 4 by pressing the Windows key + X and selecting "Device Manager." Look for any devices related to the keyboard or cover and check if there are updated drivers available. If so, download and install them.
Disable power-saving settings: Sometimes, power-saving settings can interfere with the connection between the Surface Pro 4 and the cover. To check this, go to "Settings" > "System" > "Power & sleep" and make sure that the "When my PC is asleep and on battery power, disconnect from the network" option is set to "Never."
Reset Surface Pro 4: If none of the above steps work, you can try resetting your Surface Pro 4 to its factory settings. This will erase all your data, so make sure to back up any important files before proceeding. To reset your device, go to "Settings" > "Update & Security" > "Recovery" and choose the "Reset this PC" option.
If the issue persists even after following these steps, it might indicate a hardware problem with either the connectors on the Surface Pro 4 or the keyboard cover itself. In such cases, it's advisable to contact Microsoft support or take your device to an authorized service center for further assistance.
The answer to the first question looks quite helpful, as it would test the cover at the hardware level. What it suggests seems to tally with the Microsoft instructions - https://support.microsoft.com/en-us/surface/how-to-use-surface-uefi-df2c8942-dfa0-859d-4394-95f45eb1c3f9.
So I suggest you have a go at following the instructions and run the Cover Test - if it tells you that Cover is working then it suggests it is a software issue.
Step 7 of the last question is also worth a try if the UEFI tells you there is no problem at the hardware level:
Disable Fast Startup: Fast Startup is a feature in Windows that can cause conflicts with hardware. Disabling it may help resolve intermittent disconnection issues. To disable Fast Startup, go to "Control Panel" > "Power Options" > "Choose what the power buttons do" > "Change settings that are currently unavailable." Uncheck the "Turn on fast startup" option and save the changes.
_________________________________________________________________________________
"How do I test the cover from UEFI of a Surface Pro 4?"
To test the cover of your Surface Pro 4 from the UEFI (Unified Extensible Firmware Interface), you can follow these steps:
Restart your Surface Pro 4: From the Windows Start menu, click on the power icon and select "Restart." Alternatively, you can press and hold the power button until the device turns off and then press it again to turn it back on.
Access the UEFI settings: As soon as the Surface logo appears on the screen, press and hold the Volume Up button on the device. Continue holding the Volume Up button until the UEFI settings menu appears.
Navigate through the UEFI menu: Use the Volume Up and Volume Down buttons on the device to navigate through the options in the UEFI menu. Look for a section related to hardware or peripherals. The exact location of the options may vary depending on the UEFI version.
Locate the cover test option: In the UEFI menu, look for an option that allows you to test the cover or keyboard. It may be labeled as "Hardware Tests," "Device Diagnostics," or something similar. Enter that section.
Run the cover test: Once you have accessed the cover test section, follow the on-screen instructions to initiate the test. The UEFI will perform a series of checks to verify the functionality of the cover and its connection to the device. The specific steps and options may differ depending on your device's firmware version.
Follow the test results: After the test completes, the UEFI will provide you with the results. If any issues are detected, it may display error codes or messages indicating the problem. Make note of any error messages or codes for reference when seeking further assistance.
Exit the UEFI: Once you have completed the cover test and reviewed the results, navigate to the exit or restart option in the UEFI menu. Choose the option to exit and restart the device.
By testing the cover from the UEFI, you can determine if the issue is related to the hardware itself or if it is a software-related problem. If the UEFI test indicates a hardware issue, it is recommended to contact Microsoft support or take your device to an authorized service center for further assistance and repairs.
"How do I
fix cover
disconnecting from my Surface Pro 4?"
If the cover of your Surface Pro 4 keeps disconnecting, there are a few troubleshooting steps you can follow to try and resolve the issue:
Clean the connectors: Ensure that both the connectors on the Surface Pro 4 and the keyboard cover are clean and free from any debris. Use a soft cloth or cotton swab to gently clean the contacts.
Reattach the cover: Detach the cover from the Surface Pro 4 and then reattach it firmly. Make sure it is properly aligned and securely attached. Sometimes, a loose connection can cause intermittent disconnections.
Restart your Surface: A simple restart can sometimes resolve software-related issues. Restart your Surface Pro 4 and check if the cover disconnecting issue persists.
Install Windows updates: Make sure your Surface Pro 4 is up to date with the latest Windows updates. Microsoft often releases firmware and driver updates that can address various hardware-related issues, including problems with the keyboard cover.
Check for driver updates: Open the Device Manager on your Surface Pro 4 by pressing the Windows key + X and selecting "Device Manager." Look for any devices related to the keyboard or cover and check if there are updated drivers available. If so, download and install them.
Disable power-saving settings: Sometimes, power-saving settings can interfere with the connection between the Surface Pro 4 and the cover. To check this, go to "Settings" > "System" > "Power & sleep" and make sure that the "When my PC is asleep and on battery power, disconnect from the network" option is set to "Never."
Reset Surface Pro 4: If none of the above steps work, you can try resetting your Surface Pro 4 to its factory settings. This will erase all your data, so make sure to back up any important files before proceeding. To reset your device, go to "Settings" > "Update & Security" > "Recovery" and choose the "Reset this PC" option.
If the issue persists even after following these steps, it might indicate a hardware problem with either the connectors on the Surface Pro 4 or the keyboard cover itself. In such cases, it's advisable to contact Microsoft support or take your device to an authorized service center for further assistance.
Did you use repair information?
Yes
Where did this information come from?
From the manufacturer
Source repair information (url website)
https://support.microsoft.com/en-us/surface/how-to-use-surface-uefi-df2c8942-dfa0-859d-4394-95f45eb1c3f9
Category