iPad Pro Keyboard "This accessory is not supported by this device"

I just got off the phone with Apple Support. I spoke with Cody and he told me that Apple is aware of the issue, it started with one of the software updates a little while back and they are working to fix it. They don't have a date right now but it is defintely a software issue and not hardware. Which makes sense since my husband and I can switch keybaords and they start working again for a short period of time. My husband and I both have the iPad Pro 12.9.

Hopefully the fix will come soon since our warranty is about to expire and as of this point we have really really expensive screen covers lol.

There may well be a software issue here too, but when I went in to the Apple Store they seemed to be of the opinion that in my case it was a hardware thing. They swapped the keyboard out and the new one worked straight away. So I guess it can either be hardware or software?

Possibly. Or it could be that it is just establishing a new connection to a new device that tricks it into working. I'm curious how long your new keyboard will last. I can't get my original keyboard to register, swapped to my husband's and it immediately started working (even though he has issues getting it to connect to his iPad) with out a reset or closing the app or anything. I'm guessing because it's registering a new device and tricking the software for the time being.

I'm sure there will be some that genuinely do have a hardware issue. Not sure how they're figuring out which is which though. At least they are acknowledging that there is at least some kind of issue on their side. Of course by the time the fix is out my warranty will probably be over. If it doesn't work I at least have a case number showing that I've contacted them before the warranty expired and this was the solution they gave me.

Or it could be that it is just establishing a new connection to a new device that tricks it into working.

Not in my case. As soon as the guy in the Apple Store swapped in their test keyboard, everything worked fine. When my keyboard was put back, everything stopped working. We did this three or four times. Then, when I was given my own replacement keyboard, that worked fine out of the box and has continued to do so, flawlessly, for a few weeks now.

Seems like there are at least two distinct issues (with similar symptoms) in play here?

Thanks! I don't have a magnet to hand in order to test this (and Apple have now replaced my keyboard) but this definitely sounds helpful. Could to have an explanation for what is actually going on here!

Glad it worked for you. Something else which I noticed is that if the keyboard is not responding (i.e. no 'device not supported' message and otherwise as if the keyboard is not connected) have a look at the three pins on the side of the iPad. If there are any marks on the far edges of the circles it might be that the keyboard prongs are touching the iPad's case/chassis work. Push the centre of the clamp around slightly towards the back of the iPad and the problem should go away. Clearly, over time, the shape of the keyboard attachments are becoming distorted. I've had this keyboard almost since the release of the Pro and it had had quite a kicking over the last year. I still think it is one of the best key actions I have used in a while. When it works!

I believe I am having software issues as well. I've borrowed and tried another Apple ipad pro keyboard, and this didn't fix the problem. I've also gone to an Apple Store, where the very helpful Genius assistant swapped over my ipad altogether. Still, when I set up the brand new ipad and restored my settings from backup, the keyboard issue re-emerged.

It is an utter, utter, utter nightmare. What is also disappointing is that Apple support staff on the ground don't seem to be at all briefed on this particular problem, which severely limits their ability to make a difference.

Oh, I agree. Especially for busy people who simply don't have the time to sit there fiddling with magnets and the such like. I also find it strange that Apple would entertain offloading their tech support burden on their customers and, indeed, allowing their customers to rubbish Apple products on their corporate website. Says a great deal, don't you think?

I'll leave you with this, though. if your keyboard is still in warranty then please offload it as soon as possible. From what I can see changes in the very fabric of this devices is the cause of the problem, nothing to do with software. The fact that swapping the iPad did basically nothing speaks volumes about the fact the keyboard is at fault!

I hope that Apple resolves this problem. I first started getting the "Device not supported" message late last fall. Sometimes restarting my iPad works. Sometimes detaching the keyboard from the iPad, then reconnecting it a few times will work. I have used the iPad Pro/Smart Keyboard setup for work, but the keyboard malfunctioning at key moments has eroded my confidence in using it as a productivity platform...which was one big reasons I bought it in the first place. At this point, and for the first time, I couldn't recommend an Apple product (the smart keyboard) to another.

Did anyone ever find out why your IPad Pro constantly gives you a message "accessory not supported" when you are connect to the apple keyboard? Guess they don't support their own product. You would think that Apple would come up with answers and assist their customers.....Support seems to not care that they have a defect on their keyboard... we will not buy any more of their product for our business

This has been going on for over a year and they still have not answered anyone's questions. They want to sell you product but seem to care less about support. Went to the Apple Store and they say they have never heard of the problem. Everyone I talk with says they have the same problem. Tried all types of resets, cleaned the contacts many times and still the same problem. Seeing over a year of post I have viewed and no response from apple support. Looks like everyone should complain to these class action attorneys nationwide and maybe they will get a resolution or refunds. https://www.lieffcabraser.com/

I tried multiple hard resets, and it did not help. I went to Best Buy and tested my iPad Pro with an available Smart Keyboard and it worked. As much as it annoyed me to purchase another Smart Keyboard, that's what I did since I depend on my Pro + Smart Keyboard set up on a daily basis. So this issue is definitely a hardware problem with the Smart Keyboard "wearing out" or something.

Running IOS 10.3.1. This update has made the Smart Keyboard connection even worse. I now havent been able to connect the keyboard successfully. Hard to believe it is a hardware problem given the coincidence of the IOS update and the, now permanent, connection problem. As other users have experienced, the connection problem has been here for a while, but is now worse. Apple, please help.

I have both the 12.9 and 9.7 iPad Pro. I have the 12.9 Apple Keyboard. It will randomly work with the 12.9, but every time I have connected the 9.7 to it, it has worked. Makes me wonder if there is some sort of issue with the connectors on the 12.9 rather than keyboard issue?

Another earlier post someone said they used a magnet to recharge the magnetic portion and it fixed his problem. Haven't tried it yet. The problem started with mine within 1 month after buying the larger iPad Pro. It seems as time goes by that it gets worse. Everyone has been posting this problem all over the web with no help from Apple. Its not the money just the principal. Just wish they would come up with the fix and stand behind this product. I have always had good response and support for all the other apple product but no response to this particular issue. Middle of last year someone post that they were aware and are coming up with a fix to the problem. That was 8 months ago. I have tried everything but the magnets and voodoo and will try the magnets next. Good luck