Surface Screen Becomes Unresponsive After an Hour But...

Question

So, I have recently gotten a Surface Pro 9 Laptop with pen and touch support and I usually use my Device to draw a lot. I have had this surface for around 3 months now and there were no problems.

Until now,

Both Pen and Touch support for the Surface stops responding imminently after an estimated 30 minutes minimum to 2 hours maximum while I'm doing projects. I do happen to restart and the functionality would work again, but the same problem would keep occurring after that same set period of time. So it's rinse and repeat.

I tried using the Surface Diagnostics Tool Kit several times to find a solution to the problem which it is saying there might be a software issue and tried to update or install the appropriate drivers but to no luck.

Everything else seems fine, computer's battery, the UEFI settings, Firmware etc...

What can I do so that that problem doesn't happen consistently? I would like some feedback and a way to fix this constant issue. Thank you.

Answer 1

Hi Taryll Grant-Micah,

Thank you for posting in Microsoft Community.

I am aware that you're experiencing issues with your Surface Pro 9's display and screen becoming unresponsive after a certain period of time. Based on the information you've provided; it's possible that there might be a software issue causing this problem. I value the time and effort you have given out in trying to resolve the problem. I am here to help and let us work on this together.

Here are a few troubleshooting steps you can try to resolve the issue:

1. Force the device to shut down and restart. Press and hold down the power button until your Surface shuts down and restart and you see the Windows logo screen (about 20 seconds), then release the power button.
2. 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.  See Using System File Checker in Windows - Microsoft Support.
3. Reinstall the touchscreen driver.
   1. In the search box on the taskbar, enter device manager, and then select Device Manager in the list of results.
   2. Expand the Human Interface Devices category.
   3. Right-click Intel(R) Precise Touch Device, select Uninstall device, and then, in the Uninstall Device dialog box, select Uninstall.
   4. Right-click HID-compliant touch screen, select Uninstall device, and then, in the Uninstall Device dialog box, select Uninstall. If you see two HID-compliant touchscreen drivers, right-click the first, select Uninstall device, select Uninstall, and then repeat the process for the second driver.
   5. From the Actionmenu, select Scan for hardware changes.****You may also need to restart your Surface. It will automatically download and install the touchscreen driver when connected to the internet.
4. Perform a clean boot: A clean boot is a troubleshooting technique that starts Windows with a minimal set of drivers and startup programs to help you isolate the cause of a problem. See How to perform a clean boot in Windows - Microsoft Support.
5. Reset Surface: If none of the above step's work, you can try resetting your Surface. See Restore or reset Surface for Windows - Microsoft Support.

If none of these steps resolve the issue, kindly give answers to the following questions so we can further isolate your issue and formulate appropriate troubleshooting steps.

• May I know which Surface pro 9 configuration do you have? The Intel or 5G(SQ3).
• What version of Windows is your device currently using?
• When did this issue started?
• Does problem exist when not using the Pen?
• Which Surface pen do you have specifically? See Identify your Surface Pen and features - Microsoft Support.

I hope the provided solution works for you. I look forward to hearing from you.

Kind regards,

Lavenia

Answer 2

Hi Taryll Grant-Micah,

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. 

Kind regards,

Lavenia