Logitech Combo Touch for 12.9 inch iPad Pro (5th generation)
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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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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 supportThao tác bình luận -
Hello!
I also have the very same problems with my brand new Combo Touch for iPad Pro 11-inch (for 1st, 2nd and 3rd generation). Occasionally trackpad stops working (freezes completely). I have to press any key on Combo Touch keyboard - then trackpad continues to work. Something is defective, firmware or this product line entirely. But you will need to address this quickly. I am very disappointed of this product which cost me 200 €.
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I am having the exact same issue with my newly purchased SmartFolio for the iPad Pro 12.9 2020, pre-M1 model. Cursor freezes around every 5 minutes. Pressing any key on the keyboard solves the issue. I have the LogitechControl, and my software is up to date. Clearly with this many people all having the same issue this keyboard’s software is to blame. I have tried all of the troubleshooting options recommended by Logitech responses to other commenters, as well as some community generated ones. They have not worked. I would strongly recommend instead of responding to this comment on this page, move this issue higher up on Logitech’s Software teams priority list and release a keyboard software hot fix that fixes the issue. A $240 keyboard should not have a software issue that remains unresolved for 3 months, even if a large IPad OS update and beta is being released.
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I'm another person having the same issue.
Just bought my new iPad Pro last week, then bought the combo keyboard.
I have noticed the same thing.
It’s unbelievable how Logitech is handling it. after many reporting the same issue, it's unbelievable that Logitech keeps with the same stupid step-by-step process to "see if it's gonna solve the problem".
What impresses me a lot is: they had 5 months to solve this issue or do a recall and nothing has happened since then.
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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,
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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I also have this problem. So Logitech, you now have a repeatable bug in your software. Please, do not repeat your automatic, unhelpful ‘tips’, which we have all advised do NOT fix the problem. Proving that you are not alert - you congratulated Elliot for resolving his case when the link he provided is to some kind of malware site. You need to take this page and send it to the engineers to fix this consistent, repeatable bug, that your solutions so far HAVE NOT FIXED. Please advise, are you sending this problem to the engineers or do we take our Logitech combo products back to apple for a refund?
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Logitech is very disappointing . I hope everyone seeing this know that this Logitech combo is very faulty and they will not help you.
My keypad freezes every other minute ON THE FIRST DAY. and their customer support will reply with the same copied replies over and over again.
This is by far the most irritating experience. DO NOT BUY THE LOGITECH COMBO! -
Hey everyone I guess I’m the most recent one experiencing issues and it’s the same issues as stated in the first response 5 months ago. I bought my combo touch for my IPad Pro 11” 2021 a couple weeks ago. At first it was great but the issues started after one week. Keep in mind I bought my iPad the day before so it was already updated and currently updated to the newest version iPadOS 15.1 so I know the problems didn’t start because of an update on the iPad. Like I said same issues, at first my keyboard wasn’t working so I detached it and reattached it to make it work again. 5 min later the track pad stopped working. So I did the same thing and it started working again. Now the cursor gets stuck a lot and I have to exit the app to make it work. On safari and other apps like facebook, apple settings and Reddit, my space bar doesn’t work anymore, it acts as a “tab” button for some reason ( I’m currently typing this on the touch screen because I can’t even use the space bar anymore for typing). I’ve tried all the trouble shooting steps known out there including the ones that these Logi support people keep repeating over and over again. And still nothing fixes it. Todays date is Nov 24 2021 and I doubt they’ll fix it anytime soon. Please fix this Logitech I don’t understand how this can still be happening after all this time. We’ve paid good money for something that doesn’t work.
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Yeah another person having another trouble but Logitech still refuses to admit anything.
Don’t be fooled by “we’ll create a ticket for you and email you” you’ll get an email containing all the steps everyone already knows. I have gone through all the process. Useless and waste of time . This is a company that has no respect for its customers -
Just bought a new iPad Pro 12.9 and a new Combo Touch. The iPad is running the latest iPad OS - 15.1 and I checked the Firmware on the Combo Touch is up to date. In fact I forced a reinstalled using the QWE + Option method through the Logitech control app.
But I'm having the same issue as numerous other people here - the trackpad periodically freezes.
It's rather disconcerting that this issue has been known to Logitech, according to this thread, for at least 5 months, yet there seems to be no solution.
What we need now is a status update from Logitech what is planning to do to investigate the problem and when we may expect a fix. Logitech has surely had enough time and data now to properly pinpoint the issue.
I like the keyboard but I'm not paying $230 for a piece of hardware that does not work as advertised and will return it for a refund if Logitech is unable to fix it or provide some kind of update on when we may expect a fix (rather than just repeating the same old mantra over and over again about how to clean contacts etc).
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Now that we’ve proven there is no fix and the support team is just going to keep pasting the same script, I suggest we make our voices heard. Post your review on all of the major sites, and also email the head of retail from apple to see if we can’t get this product pulled from their store to prevent more people wasting money like we did. Do it - because your other choice is sitting here and getting more frustrated.
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About seven months ago, I was the first (or close to the first) to write stating that my new Combo Touch for my new iPad Pro 5th generation had a problem with the trackpad locking up. Pressing a key would restore the trackpad functioning. There is much about the Combo Touch that I really like - around the edge protection, removable keyboard, appearance, and really nice feel when typing. I have repeatedly gone back to using the Combo Touch and each time have eventually removed the iPad from it because of the confounded touchpad freezing. So, I’m done with it. There seems to be no fix. Too bad for what could have been an outstanding product. I am really happy with my MX Keys, my MX Vertical mouse, and my MX Anywhere 3 mouse. My experience with Logitech goes back decades to their days of providing a nice Modula-2 compiler. Logitech products are normally really good. But, I’m ridding myself of the infernal Combo Touch and would say that no one should get one.
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I just recently got this keyboard, only a few days ago, and already I’m facing so many problems. Every time I detach and re-attach the keyboard it doesn’t connect properly, the space bar doesn’t work and the on screen keyboard constantly shows up despite me turning that off in settings. The only way to fix this is by soft resetting my iPad. Not only that but the trackpad freezes way too often, it’s not hard to fix but it is very annoying. I’m really considering returning this because of how many problems it has. How is it that this keyboard was released so long ago but still has so many problems? It’s sad to see that this thread is still getting new comments even to this day.
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Welcome
I don't know why updates are not being taken care of
We hope to update the keyboard to fit ipad 12.9 pro 5gen
In fact, there are two problems, knowing that the current update for my device is 15.4.1
My device type is A2461
The first problem: sometimes it freezes
The second problem: If an application is opened, the limits of the application exceed the frame of the screen!!
We need solutions please
Firmware:v00.11-01.05 App:v2.0.92
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Of course I’m having the same issue, have tried all the trouble shooting steps and had a ticket created where I was advised of the exact same trouble shooting steps.
- I’ve read thru the entire thread and this is clearly the worst example of customer service I’ve ever seen in my life. The responses are canned to the point that you can tell the rep isn’t even reading the post and their intention is to get the complaints off of the website as quickly as possible by “continuing the conversation” over an email thread. This is what happens when you outsource your customer service to India in the name of cutting costs. In the process, Logitech is cutting corners and after many years of being associated with quality, they are only concerned with profit as evidenced by their subpar customer service team and their clear objective of exhausting their customers with this professional runaround. Now watch Arvind, or Punjab, or Amogha give the same exact canned response that we’ve seen 75 times over the course of 5 forum pages.
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So, wow. This thread is now over a year old, and while reading through it I’ve seen some variation of this over and over:
Thanks for reaching out. We'll surely take this as feedback and will pass this along to our team. We always want to ensure we are providing our customers with the best products and experience. Let us know if there is anything else in the future we can do to assist.
What you can do to “assist” is drop the canned nonsense and actually issue a software update to fix what’s broken.
You’ve been “passing this along to the team” for over a year now and what has the result been, other than Logitech continuing to sell a faulty device at a premium price?
My trackpad locked up just now as I was trying to scroll down to this text box, so I could complain about my trackpad randomly locking up. That’s almost funny.
Don’t bother opening a ticket or copy/pasting a bunch of tired nonsense in my direction. I’m about to box this piece of junk up and return it. I’m only posting this to add my voice to those demanding Logitech make this right, and in the hopes that someone else might be saved the hassle of buying so broken a product at so high a price.
If you guys have really been “passing this along to the team” for over a year, how have you never stopped to wonder why literally nothing has been done in response? My 12.9” Combo Touch purchased in late 2022 has the exact same broken firmware people have been complaining about for over a year.
And all Logitech offers is canned copy/paste spam and empty promises about how this mythical “team” is doing … something? I guess? For over a year? With literally zero updates at all?
Surely you realize how absurd that is, right?
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I've been following this thread for quite some time now and after going through 2 devices (one being a replacement) with the same issue. I've come to the conclusion that it could actually be a firmware issue rather than hardware and it is even harder to believe logitech is not willing to take care of this situation especially after seeing how they handle all these complains. I can be wrong but if I saw correctly, this lineup hasn't gotten any firmware updates since this thread started. What makes this even more sad is that there isn't any other alternatives to this device that offers this much versatility.
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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.
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