Problems on Surface Pro 6 about Touch Screen

Question

Hello,

I am recently having problems with my surface pro 6, 

where the touch screen is malfunctioning.

The problem is that I can not use my finger in upper area of my screen in the area between the top and the horizontal line 4cm from the top.

It appears that the screen is not responding to my fingers in the area.

However the pen can work without any question.

Prior to this problem I had some ghost touch problems, which generates a line of touch points randomly at a horizontal line on my screen at about 4cm from the top line of my screen, exactly the line between operatable area and malfunctioning area. At that time I reinstalled my drivers and entered the UEFI.

I have tried suggestions from microsoft pages and some other questions as I did last time on the ghost touch.

Reinstalling drivers seems not helping, in UEFI it can function for a while (but will again not responsing in a minute) so I do not think it is a hardware problem.

Thank you for your kindly help.

(I am not a native English speaker so if I failed to make myself clear, please let me know and I will try my best to explain it)

Answer 1

Hello, 川本TS!

Thanks for reaching Microsoft Community and posting your concerns. We are sorry to learn about your Surface Pro 6's screen as part of it doesn't respond to touch, but the pen does. We understand you did all that you can to troubleshoot the issue on your own. We appreciate you taking the time to let us know about this and allowing us to help you out. 

For this type of issue, kindly perform the following troubleshooting steps in the same exact order:

• Check for Windows Update:

Go to Settings > Update & Security > Windows Update > Check for Updates

Please restart your device to apply the updates.

• Run Surface Diagnostic Toolkit and make sure to complete the tasks.

Please try to force shutdown your Surface Pro 6 and restart. 

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo. If that doesn't work, here's how to make sure your Surface turns off completely:

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Try to check if you can uninstall Intel Precise Touch device this time and also include the HID-Compliant Touch Screen driver and restart

1. Open Device Manager. Make sure to click on Viewand select Hidden Devices.

2. Locate and expand Human Interface Devices.
3. Expand Human Interface Devices.
4. Right-click on HID-Compliant Touch Screen and select Uninstall. If there is more than one driver, uninstall those as well.
5. Right-click on Intel(R) Precise Touch Device and select Uninstall.
6. From the Action menu, select **Scan for hardware changes,**then restart your device.

• Check Surface UEFI again and see if the issue is present. This is an environment outside Windows.

We understand you mentioned that it will function for a while, but it will stop responding. This is likely a hardware issue.

Kindly Contact Microsoft Support for replacement options. If you are outside the US, please check this page to know the number for your country in our list of GlobalCustomer Service phonenumbers.

However, you may try one last thing which is to reset the device.

• Check these 3 forms of Reset below: Fresh Start:

            Fresh Start is the least intrusive form of reset.

            You will not lose any files or personal information.

            You will need to reinstall desktop programs.

            Fresh Start also ensures you have has all available updates once complete.

            If there is an issue with Windows itself, the issue may still occur after a Fresh Start.

[**Reset from Within Windows**](https://support.microsoft.com/en-us/help/4023533/surface-restore-or-reset-surface):  

           This option uses the devices Hard Drive Partition to reimage the device.

           This option can delete personal data (You can choose Keep my files or Remove everything).

           You will need to reinstall desktop apps.

           You will need to run updates upon completion.

           If there is an issue with the partition, the issue may still occur after the reset.

USB Recovery:

          This option reimages the entire device, including the partition on the hard drive.

          It is the most complete form of reset.

          You will need to back up your personal data.

          You will need to reinstall desktop apps. You will need to run updates after completion.

          If the issue occurs after a reset, then the root cause is very likely hardware related.

          You will need to download and set up a recovery image on a USB drive. Open USB recovery link to get started. The information on what size and type of drive is provided at the destination page.

We hope this helps you out.

Kind regards,

Janette_Z

Answer 2

Hi, 川本TS!

Apologies for the late response. No worries, you can take your time doing the steps above. Just let us know how it went. 

Best wishes on your project!

Regards,

Janette_Z

Answer 3

Hello, Janette_Z. Thank you very much for your advice.

I will try the steps you suggested.

However I am recently finishing a project and it is really critical, which makes it very difficult to reset my surface in the following month considering the problem is not interferring the basic function as a computer of my surface. It is just causing inconvenience for now.

Anyway, I will first try the less intrusive methods to see whether I can fix the problem.

I will keep this question on for a while and give out more information about the steps I have taken.

Thank you again for your kindly help.