Problems with Display and/or Mouse

Question

Have taken many steps to try to solve problem with display/mouse and nothing has worked.  Found this message under Events in display driver properties.  What does this mean?  I have a Surface Pro3 and Microsoft Arc mouse, Intel HD display driver.  Problems began with recent Microsoft update.

Device PCI\VEN_8086&DEV_0A16&SUBSYS_00051414&REV_0B\3&11583659&0&10 requires further installation.

Answer 1

Hi,

It seems that there is a missing or outdated driver on your device. To assist you efficiently, can you tell us the exact issue you're experiencing when using your Surface Pro 3? What troubleshooting steps have you tried so far?

We're looking forward to your response.

Answer 2

The problems :  When I try to page down, with keyboard or mouse, the display moves but does not stay in place - must use my hand to stop the movement.  Must minimize all pages in order to work with one page.  When I try to click sound icon, the speaker bar will not stay open.  If I minimize all pages, I can sometimes get the speaker display to stay open so I can click it on or off.  There is a lot of flashing on the display.  I seem to lose control of the mouse - it is jumping around the page.  These problems seem to have started after the most recent Windows upgrade.

Steps I have taken -

Restarting graphics driver:

   Press Windows key + Ctrl + Shift + B - doesn't seem to work

Go to Device Manager  Did this procedure

Expand Display adapters

Right click the current display adapter

Click Properties

Click Driver tab

Click Rollback driver if the option is available - OPTION rollback not available

I did the following :Right click the current display adapter 

Click Uninstall

Check the box that says, "Delete the driver software for this device.”

Exit Device Manager

Restart

Go to Start -> Settings -> Update & security, then Check for updates and install any available updates.

Update 1803 was installed and computer restarted.

Once you have determined the graphics driver, go the vendors website and search for the driver in the download section:

Intel - Downloads for Graphics Drivers - Drivers & Software - Intel

https://downloadcenter.intel.com/product/80939/..

INTEL download failed, couldn't find appropriate driver to update drive from Intel website.  Intel seemed to suggest that no update was available.  I even installed the Intel software to identify driver.

I have uninstalled and reinstalled ARC mouse driver.  

My computer will also get into Airplane mode from overheating, so I have gone through the process of deleting the Marvel Avastar Network Adapter.

I decided on a new computer because I keep having overheating problems and now this new problem.  It seems that I have an early Surface Pro 3.

Answer 3

Hi Vadebmd,

Thank you for the update. We suggest that you download and run Surface Diagnostic Toolkit to solve this issue on your device. This tool will check for possible errors and will provide for troubleshooting steps on how it will solve the issue.

Update us with the outcome.

Answer 4

This did not solve the problem.  The Surface Diagnostic Unit made some repair but it did not solve problem between display and mouse.  The problem with the mouse occurs with both the ARC mouse and the keyboard mouse.

Answer 5

Hello Vadebmd,

If after all the steps you've done, including running Surface Diagnostic Toolkit still doesn't resolve what you're experiencing with your Surface Pro 3, we recommend that you reach out to Microsoft Support for further assistance.

Thank you.