Microsoft Surface Laptop 4 Xe Graphics Card

Question

We are experiencing issues with the new Microsoft Surface Laptop 4 Xe Graphics cards. We have an application that has features (zoom in and out) on a PDF document that will not work on this laptop. I searched the blogs and do not see any reports of this problem on the Surface Laptop 4 with the Xe graphics card. I do see issues with video displaying on the Microsoft Surface Laptop 4 Xe Graphics card. Has anyone experienced issues with this laptop?

Answer 1

Hi Gerald T. Coates,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

May I know what version of Windows are you on?

Did it work before?

What is the name of the application you use?

For now, you may try the following steps below.

Check Windows Updates and Run Surface Diagnostic Toolkit

Go to Settings >> Update and Security >> Windows updates >> Check for updates

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

Run the system file checker to check if there are corrupted system files that are just looping around causing this kind of issue to exist.   To run the system file checker, kindly type Command Prompt on the search box next to the Windows icon and run it as administrator. Once done, type and enter sfc /scannow.

Let it load, detect and repair those corrupted files. Whether it detects a corrupted file or not, kindly restart your Surface device afterwards.

Let me know how it goes.

Kind regards,

Lavenia

Answer 2

Lavenia,

Thank you for the recommendation. 21H1 and 21H2. Yes, the application worked before and works on other devices. I'll give your diagnostic tool recommendation a try. We do not think that there is file corruption because we've re-provisioned the devices and they immediately exhibit the same systems. We have other Microsoft Surface devices (laptop 3 and Pro 8) that do not exhibit this behavior. We suspect that the issue is with the Xe graphics card and wondered if anyone else has seem this issue. Could this be something associated with a browser?

Answer 3

Will you test it with other programs like Edge if the problem occurs? If this issue works on Edge which has the same functionality, then there might be a possibility that this is an app specific issue and you need the direct help from support app that you are using to get a proper guidance on how to properly fix the issue. There might be a compatibility issue with the app to your device and possible software updates within the app is needed to fix it.

Answer 4

I've tested it and there is at least one other application that utilizes a browser (Edge) and we noticed the same issue.

Answer 5

Are you trying to do a Zoom in and out with the touchscreen?

Please try to uninstall and reinstall the touchscreen driver in Device Manager.

From Device Manager, expand the Human Interface category.

Double-tap or double-click Intel Precise touch, select the Driver tab, and select Uninstall > OK.  Then restart your device.

Note:

If it prompt if you would like to permanently delete the drive leave it uncheck and select OK.