Troubleshoot problems with Surface Keyboard and Surface Ergonomic Keyboard

Applies to

Surface Book, Surface Book with Performance Base, Surface Pro 4, Surface Pro 3, Surface 3, Surface Pro 2, Surface 2, Surface Pro, Surface RT.


How do I know which keyboard I have?

Microsoft Surface Keyboard comes with Surface Studio and is also sold separately. It looks like this:

Surface Ergonomic Keyboard is sold separately and looks like this:

The keyboard stopped working or can’t be paired

The keyboard isn’t working when setting up Surface Studio

Microsoft Surface Keyboard comes already paired with Surface Studio. If you’re setting up Surface Studio and your keyboard isn’t working, hold down the pairing button (it’s on the side of Microsoft Surface Keyboard) until it connects. If that doesn’t work, you’ll need to set up Windows 10 using the on-screen keyboard, and then try the following solutions.

The keyboard stopped working or can’t be paired

If Surface Keyboard or Surface Ergonomic Keyboard isn’t working, stops responding when you’re typing, or doesn’t appear in the list of available Bluetooth devices when you pair it, or if you see an error message during pairing, try these things.

First, make sure it’s paired with your PC.

Step 1: 

On your keyboard, press and hold the pairing button until the light above the Up arrow blinks to make it discoverable. On Surface Keyboard, the pairing button is on the left side of the kickstand.

On Surface Ergonomic Keyboard, the pairing button is on the bottom of the keyboard next to the battery compartment.

Step 2:  On your PC, select the Start Windows logo button, then select Settings > Devices > Bluetooth.
Step 3: 

Make sure Bluetooth is on, select Microsoft Surface Keyboard or Microsoft Surface Ergonomic Keyboard in the list, then select Pair and follow the instructions on the screen. You’ll be asked to type a code and press Enter on your keyboard.

Note
You won’t be able to see the characters on the screen as you type the code, but Windows will recognize them. If the keyboard doesn’t pair or if you think you might have typed the code incorrectly, select Cancel and try again.

Still doesn’t work? Here’s what to do.

  • Make sure your PC is compatible with Bluetooth 4.0 (LE). If you have a Surface Pro 3 or newer, your PC is compatible with Bluetooth 4.0 (LE). If you have another type of PC, check the manufacturer’s website.
  • See if the keyboard has power. Press the pairing button on the left side of Surface Keyboard’s kickstand. Or on Surface Ergonomic Keyboard, press the pairing button on the bottom of the keyboard. If the light above the Up arrow key blinks, the keyboard has power. If not, check or replace the batteries.
  • Turn airplane mode on and off. On the taskbar, select action center > Airplane mode and leave it on for 10-15 seconds, then turn it off again and pair your keyboard. If you don’t see Airplane mode when you open action center, select Expand for more options.
  • Turn off other Bluetooth devices connected to your PC. Having too many Bluetooth devices connected at one time can interfere with your PC’s connection to the keyboard.
  • Remove the keyboard from your PC and pair it again. To remove it, select the Start Windows logo button, then select Settings > Devices > Bluetooth. Select Microsoft Surface Keyboard or Microsoft Surface Ergonomic Keyboard in the list and select Remove. Then pair the keyboard again.
  • Check or replace the batteries. Turn Surface Keyboard over and open the battery compartment - it’s in the kickstand. On Surface Ergonomic Keyboard, it’s by the pairing button. Make sure the two AAA batteries are positioned correctly inside the keyboard, then see if your keyboard works. If not, try replacing the batteries with new ones.
  • Close all your open apps. The number of open apps can interfere with your PC’s connection to the keyboard.
  • Restart your PC. This will refresh the drivers.
  • Remove metal or reflective objects near your PC. They can interfere with Bluetooth signals.
  • See if the keyboard works with another PC. If it does, then there might be a problem with the PC you were using.
  • Check for updates. Go here to learn how.

For more things to try, check out Troubleshoot Bluetooth devices.

The LED light on Surface Keyboard or Surface Ergonomic Keyboard is flashing red

If the light above the Up arrow key is red or doesn’t turn on, the batteries are low and need to be replaced.

What I type on the keyboard doesn’t match what I see on the screen

Step 1:  Select the Start Windows logo button, and then select Settings > Time & language > Region & language.
Step 2:  Make sure the language you’re using on your keyboard (the input language) matches the one you’re using on your PC (the display language). To make sure your language is available for Windows, check the list of the language packs. Here’s how to add an input language and switch between languages.

Pairing LED flashes three times, then turns off

If the pairing LED light flashes three times and then turns off when you try to pair your Surface Keyboard, this means that your keyboard is already paired to another PC that’s within range.

To resolve this issue, identify which PC your keyboard is currently paired to, and remove the keyboard pairing from that PC. To remove the pairing:

Step 1:  Select the Start Windows logo button, and then select Settings > Devices > Bluetooth.
Step 2: 

Select Microsoft Surface Keyboard or Microsoft Surface Ergonomic Keyboard in the list.

Step 3:  Select Remove.

After you remove the existing pairing, try to pair the keyboard again.

If none of these options work, get in touch with us.


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