The touch screen on my surface pro 7 is not working properly!

Hi Dinis_765,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

 Thank you for understanding.

Regards,

Christopher

Dinis_765

Thank you for posting in Microsoft Community.

Based on the description you posted, you have an issue with Surface pro 7 wherein the Touch screen is not working properly, or part of the screen stops working. This may be caused by the touch screen driver is corrupted or this is already an issue on the screen itself.

Let’s work together in finding the best solution to this issue. To get started I need to ask a few questions to further isolate the concern.

• Just to verify this issue happen since you got the device.
• May I know the steps that you have done for further fix this issue?
• Since that you been using this device for less than a month, did you install all the update on this device under settings? We will do some basic troubleshooting steps to further fix this issue.

1. We will be going to restart the Surface device first.
2. After restart and still have same issue. We will be going to Boot to UEFI and see if the issue is present. UEFI (Unified Extensible Firmware Interface) is an environment that exists completely outside of Windows and other installed applications.
3. (If the issue exists in UEFI, then we know it's a hardware failure.) (If the issue does not exist in UEFI, then we know the symptom is being influenced by software such as Windows or other applications.) To go in the UEFI screen Go to Windows>Power>Shutdown. Once the device is shutdown, press and hold the volume up button, and then single press the power button. The device will boot to the Surface Logo, and you should see spinning dots. After the Surface logo, the device should boot to UEFI. Please touch the screen in the UEFI in the far left, top, and bottom. See if the issue still happens in the UEFI.
4. If the issue still happens in the UEFI this is already an issue on the hardware of the screen that needs to be repaired or replaced.
5. If the issue is not happening in the UEFI, the next step is to click EXIT in the UEFI and restart so that we can go back to the desktop screen.
6. Next, we will need to download and run the Surface diagnostic toolkit. This toolkit will help us fix any hidden issue on the Surface device. Please click this link Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
7. Please also check the Windows update and install any update available. If you are using Windows 10 Go to Settings>Update & Security>Windows Updates>Check for updates. If you are using Windows 11 Settings>Windows update > Check for updates (If the device, ask to restart to complete the update please restart the Surface)
8. Next, we will Disable unnecessary programs. To open task manager by pressing CTRL+ALT+DEL. Select the startup tab. Disable any unnecessary programs. (Slow Touch Response typically means that the Surface does not have enough available resources to perform the function immediately.) (Like most things, Surface will prioritize actions and inputs based on its workload at the time. If there are a lot of apps and processes running, the Surface may need to deprioritize the touch gesture until enough resources are available to perform the function.)
9. If still not fixed the next step is to reset the Surface device using the recovery image, to clear out that this is not a software related concern. Here are the instructions and USB needed on how to download and reset your Surface device using the USB recovery image.  REQUIREMENTS: USB flash drive (DO NOT use external hard drive). Minimum storage capacity needed base on your Surface type: <Surface RT and Surface 2 – at least 8 GB in size or Surface Pro models, Surface 3 and latest - at least 16 GB depending on customer’s Surface device> NOTE: Creating a recovery drive will erase all existing files that are stored on the USB flash drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed. INSTRUCTIONS AND VIDEO: https://support.microsoft.com/en-au/help/4023512/surface-creating-and-using-a-usb-recovery-drive  Download USB Recovery Image - http://aka.ms/sri  Here's the link on how to use the recovery image.  Creating and using a USB recovery drive for Surface (microsoft.com) After downloading complete> create a folder on the desktop and rename recovery and then extract the recovery image on the folder we create on your desktop. Once its complete. Do not copy the folder to the USB directly but, you need to open that folder and then select all the files on that folder and copy and directly paste to your USB flash drive. Then once is done copy, remove the USB and connect the USB to the Surface and follow the steps I send to your email.  When you're ready, here's how to reset your Surface: Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port. Press and hold the volume-down button while you press and release the power button. When the Microsoft or Surface logo appears, release the volume-down button. When prompted, select the language and keyboard layout you want. Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen. Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over. Choose either just remove my files or fully clean the drive. The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files. Select Recover. Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes. Please tell me how it goes. Kind Regards, Christopher.

Hi Dinis_765

Thank you for getting back to us. Since you have done all the steps and gone to the UEFI and reset the device, the issue happens again. This is already a hardware issue on the screen that needs to be repaired or replaced.

For this case, please see these article below for more details in getting service for the Surface Pro-7:

How to get service or repair for Surface - Microsoft Support

You can also click this link below so that our live support agent can help you with the replacement process.

1. Go to Contact Us - Microsoft Support

2.       Choose how you would like to get support for your Surface device.

3.       Type in the problem you need help with.

4.       Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community (Note: Article is in English; you may use translations in accessing the article.)

Please let us know how it goes and if you have any other questions.

Kind regards,

Christopher.

This is a screenshot of paint to better demonstrate that the left side of the touch screen does not work at all!

Also as I said before, the very top and the very bottom of the screen work but I have to press them multiple times to get a response. The rest of the screen works flawlessly!

Hi Christopher,

Thanks for the quick reply!

To answer your 3 questions:

Yes this issue is happening since I first got the device

I have done all the steps recommended by Windows support, those steps include Surface Toolkit and the UEFI reset along with many others!

None of this fixes resolved my issue.

Yes, I have done all the updates that were available!

Hope to hear from you soon, with a possible solution for my problem.

Kind Regards,

Dinis