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Sticking key

Anonymous
2021-02-01T17:28:39+00:00

I have a SurfaceBook 2 that I have been using for about 2 years now. Recently the volume keeps being all the way down and in troubleshooting it it seems that the volume down button on the keyboard/base is "sticking". It feels normal just like all the other keys. This device has never seen spills of any kind and for most of it's time has been used as a desktop so it is in mint condition with no food bits in it or anything.

I saw a bunch of "that's what you get for buying gen1 product unhelpfullness on related issues but this is a gen 2 product and this began recently. I don't think I noticed it immediately so I don't know if it was update-related. Aggressively clicking the volume buttons will "unstick" it for a bit but then it comes back and I prefer a real fix to aggressive clicking as that is only likely to exacerbate the issue over time.

Any known issues and/or fixes? Yes I ran the latest surface updates and patches and other obvious things.

Cheers

--Jason

Surface | Surface Book | Sound and camera

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  1. Anonymous
    2021-02-01T18:17:31+00:00

    Hi JasonBradford23, 

    Thank you for reaching Microsoft Community. 

    For the volume down key on the keyboard, do you mean the F5 key? Let's isolate first if the issue is caused by the key or the volume rocker itself.

    How about the Fn key, is the key lit up? If yes, the F5 key is not suppose to do the volume down function. Can you toggle the FN key on and off? If the F5 key is stuck or being pressed, the Fn key won't be toggled on and off. So if the Fn key can be toggled on and off, the issue might not be on the F5/Volume down key but on the Volume down rocker itself (next to Power button). Please try to detach the screen/clipboard of the device then check if the volume of device stays down. While the screen is detached, select the Speaker icon on the Taskbar, try to move the volume slider then observe if it goes down by itself. If it does, we could say that the issue is the Volume rocker itself. 

    If the Fn key can't be toggle on and off and the volume does not goes down when screen is detached, we could conclude that the issue is on the F5 key itself. Considering that other keys on the keyboard works fine, this could be a hardware issue already. Please contact support through this page: Contact Us or through our Global Customer Service phone numbers for further assistance and to check for replacement options available.

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  2. Anonymous
    2021-04-21T23:16:58+00:00

    This issue is interestingly happening on both my SurfaceBook2 and My Dell XPS8700. It is not a hardware issue. It is a problem with the hidserv service getting in a bad state. I hope we can get a Windows update that addresses this major annoyance. When the volume gets "stuck", running net stop hidserv and then net start hidserv restores functionality for a while.

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