Logitech Combo Touch for 12.9 inch iPad Pro (5th generation)
Answered
Recently, I got a new 12.9 inch iPad Pro (5th generation) and the Logitech ComboTouch to go with it. After using the trackpad for a few minutes, the trackpad freezes (cursor will not move, trackpad unresponsive). This never happens with the new iPad Pro attached to Apple’s Magic Keyboard. Both the iPad Pro and the ComboTouch have the latest updates. Does anyone else have this exact problem and possibly know a fix?
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Official comment
Hi Clark, Please take a moment to follow the troubleshooting steps below to try to solve the issue:
What do I need to do on my iPad to make the trackpad work?
First of all, make sure you have an iPad that is compatible with Logitech Combo Touch. Logitech Combo Touch works with the following iPad models:- iPad 7th gen A2197 A2198 A2200
- iPad Air 3rd gen A2152 A2123 A2153 A2154
- iPad Pro 10.5 A1701 A1709
Then update iOS to the latest version — iPadOS 13.4. Connect keyboard with the iPad using the Smart Connector and you're ready to go.
How can I clean the trackpad?
To clean the keyboard and trackpad, wipe with a lint-free cloth dampened in water. Don't apply liquids directly on the keyboard. If the spine or the smart connector of the keyboard gets dirty or stained, apply a small amount of rubbing alcohol to a soft, lint-free cloth to clean.
What can I do If the cursor jumps when I use the Combo Touch trackpad?
If your cursor is jumpy when you use the Combo Touch trackpad, please try the following:-
Make sure that only one part of your finger is touching the surface and that you're not resting your wrist on or very close to the surface. The touch surface might interpret this as your finger touching it and move the pointer in that direction.
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Keep the surface dry and clean:
- To clean the keyboard and trackpad, wipe with a lint-free cloth dampened in water.
- Don't apply liquids directly on the keyboard.
- If the spine or the smart connector of the keyboard gets dirty or stained, apply a small amount of rubbing alcohol to a soft, lint-free cloth to clean.
What should I do if some or all keys and trackpad do not work on Combo Touch?
If you experience that the some of all the keys on Combo Touch do not work, please try the following:
Reconnect your device to the iPad and test the keyboard:- Make sure the Smart Connector on the iPad and top of the keyboard is clean and free of debris.
- Verify that the iPad is in the case properly so that the Smart Connector aligns with the connector on the keyboard.
- Place the iPad to allow the Smart Connector to attach (there is a small magnet that will keep it in place).
If the issue persists, perform a soft reset of your iPad. To perform a soft reset:
- Press and hold the power button and the home button until the iPad restarts and the Apple logo appears.
- After rebooting, confirm that your keyboard is connected to the iPad and then test it.
Make sure your iPad is up to date with the newest iOS:
- Plug your iPad into power and connect to the internet with WiFi.
- Tap Settings > General > Software Update.
- Tap Download and then Install and follow the on-screen instructions.
- Once the updates are installed, the iPad will restart.
- Confirm that your keyboard has successfully connected and then test it.
Make sure your Logitech Combo Touch is up to date with the newest firmware:
- Download “Logitech Control” from the App Store on the iPad you use with the keyboard.
- Open the Logitech Control app. It will show new firmware updates if there are any.
- You can download the app here, the app logo below, or scan the QR code with your iPad.
Regards,
Pooja
Logi supportComment actions -
Hi jack,
If your Logitech Combo Touch for iPad Pro 12.9” and 11” shows one or more of the following symptoms:
The keyboard or touchpad doesn’t respond when typing or moving the cursor
The keyboard or trackpad goes back and forth between working, and not working
The keyboard or touchpad is slow to respond
Check the following:
Make sure the Smart Connector is well secured.
Clean the Smart Connector areas if necessary.
Check the iPadOS version and make sure your iPad is up to date.
If an issue still exists, download the Logitech Control App and see if the keyboard firmware needs to be updated.
Feel free to contact us if you have any additional clarifications, and we will be happy to help.
Regards,
Thaufique M
Logi Support. -
Hi Jack,
We really appreciate your efforts in trying the troubleshooting steps. It's sad to hear that the troubleshooting steps did not resolve the issue. Please do not worry, we'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
Hi Clark,
We really appreciate your efforts in trying the troubleshooting steps. It's sad to hear that the troubleshooting steps did not resolve the issue. Please do not worry, we'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
I’m having the same issue. I just got my Combo Touch for iPad 12.9 5th Gen and the cursor is stuck. It says on some forum that this is because of an interrupted firmware update. I don’t know how mine got interrupted during the update but it says that it’s updated when I open it. How do I redownload the firmware update?
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Hi Angelique,
We suggest you to follow the below troubleshooting steps and in case of more information please refer to the below link,
Here's how to update the Combo Touch for iPad Pro 12.9” and 11” firmware:
- Download “Logitech Control” from the App Store on the iPad you use with the keyboard.
- Open the Logitech Control app. It will show new firmware updates if there are any.
https://support.logi.com/hc/articles/1500007959862-FAQ-Stub-COMBO-TOUCH
Regards,
Thaufique M
Logi Support. -
I'm having the same issue with my 2021 iPad Pro 12.9" (5th gen).
iPadOS is up to date: (14.6)
Logitech Control app is up to date (1.4) and claims the firmware for my Combo Touch is up to date.
Extremely frequently the trackpad will stop working properly, but the keyboard continues to function, so the issue does not appear to be smart-connector related. I would assume if there was an issue with the smart-connector that the keyboard would stop functioning as well.
Sometimes the trackpad stops working altogether, but more often only some gestures stop working properly.
Is there a new firmware in development that will fix these issues?
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Hi Everyone,
Mark R. told me to touch and hold Q+W+E and then touch the option key on the image of the keyboard showing on the Logitech Control app (not the physical keyboard) to re-load the firmware (it was telling me also that I had the lastest). I did this and re-installed the firmware. Since doing that I’ve used the heck out of the Combo Touch and have only the had the “freezing cursor” problem three times. This is a big improvement, but there’s still something going on that I bet will be fixed in a future update.
Again, many thanks to Mark R. for his help.
Clark
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Hi Clark, thanks for sharing it here. Let us know if you have any questions or concerns any time in the future.
Regards,
Pooja
Logi support -
Hi there,
Please do not worry, we'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
I have the Same issue and it mostly happens in safari. I tried everything and nothing helps. The trackpad freezes and I have to get out of the app or use the keys to type something to restore it. I opened a ticket and nothing so far. All firmware up to date . It froze day 1 so don’t you Logitech support suggest stupid ideas like clean connectors or update firmware. All of that is done. Now fix your firmware. I wonder how this passed quality. 230$ for a keyboard trackpad that people love but does not work properly. I will wait a couple more weeks for a firmware update to resolve this issue or this combo touch is going back. too irritating to ignore. It beats the need for this device if I have to again use my fingers to touch when the trackpad doesn’t work.
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Hi Hari, thanks for following up. We apologize for the inconvenience. Please do not worry, we have escalated your case to the concerned team and they will contact you as soon as possible. We appreciate your patience on this.
Regards,
Pooja
Logi support -
Hi there,
We really appreciate your efforts in trying the troubleshooting steps. It's sad to hear that the troubleshooting steps did not resolve the issue. Please do not worry, we'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
Hi, I just bought this combo touch keyboard for ipad pro 5th gen, and have the same trouble. The trackpad frequently freeze although the keyboard itself works fine. My ipad pro 5th gen is updated to the most recent software as is the logitech combo touch. Please fix this issue as it become popular for such an expensive products.
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Hi Sam, please do not worry, we'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
Hi Peter, thanks for reaching out and sorry to hear about the experience with your device. We'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
I too have been having this issue since getting the case from Apple on 7/23. I am beyond my return window. I wish I would have returned it now that I see it’s an ongoing issue. I really love the case but daily I have to take the keyboard off and reattach it to get it to work. For me typing still works but does not always make the trackpad cursor reappear. Disconnecting the keyboard and reattaching it seems to be the sure only fix. Until the next time it disappears.
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Hi Tim, we apologies for the inconvenience. However, we'd love to help open a case to provide a solution directly over email. So, we will go ahead and create a ticket for you. The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.
Regards,
Pooja
Logi support -
I continue to have the touchpad problem (cursor freezes and won't resume until a key is pressed). It is so annoying (never know when it will happen) that I've just quit using the Combo Touch. I've noticed that everyone else who posts has a polite response and a case opened. My question at this point is: Has anyone had this problem completely solved? I keep hoping for a notice that a new firmware has addressed the issue.
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Hi Clark,
Below troubleshooting steps provided should help to resolve the issue.
-Ensure that the Smart Connector on the iPad and the Keyboard are clean and free of debris.
-Soft Reset the iPad (Press and hold the power button and the home button simultaneously until the iPad reboots and an Apple logo appears on screen, then release the two buttons and test the keyboard once fully booted up)
-Update iOS to the newest version and test functionality.
-Let's check if your model is compatible with our iPad App that allows you to update the firmware. Open the App Store on your iPad and search for "Logitech Control". Download the App and launch it. If you see an option that says "Firmware Update Available" - give that a press. Please note that you will need to keep the keyboard connected the whole time and refrain from using the iPad keyboard or exit the app (otherwise the firmware update may fail!)
-If another iPad with a SmartConnector is available for testing, please test the keyboard on the other iPad, if it functions with a different iPad, then the keyboard is working as intended and we recommend contacting Apple about the device it is not working with.
If you find that you are still experiencing problems after following this troubleshooting, please do not hesitate to reach back out to us and we will be happy to continue helping you.
Regards,
Thangam
Logi Support -
Hi,
Can I suggest Logitech support to stop repeating the same thing over and over again? Clearly the suggested steps have not worked and that is why people keep posting here. There is no value in just repeating the same things on this thread. It actually just annoys customers more that Logitech does not treat this seriously and just copies and pastes solutions.
Regards,
Jack Y.
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thanks for the solution from my Apple case, now i have solved this problem
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