Intel Precise Touch Error 10. Touchscreen and Touchpad are not working on Surface Laptop 5

Question

My Intel precise touch & stylus driver is reporting an Error 10. As a result, I am unable to use touchscreen or the touchpad for the mouse on the laptop.

I have restarted the device, shut it down for 5 minutes, uninstalled and reinstalled the driver, disabled and enabled the driver, and have done the power off and holding the volume up & power button where I am still unable to use the touchpad/screen. I have also updated my device and the driver itself, as well as run the diagnostic tool kit but was unable to get a solution from that either. Port#1 is coming up in the error message, but I am unsure if that means anything.

Answer 1

Hello Sophie,

Welcome to Microsoft Community.

I've read everything you've posted here in full and noticed that you've tried quite a few recovery scenarios:

1. Restart the Surface.
2. Uninstall and reinstall the driver, disable and re-enable the driver, and update the driver, all of which should be performed in the device manager.
3. Update the system using Windows Update.
4. Run the diagnostic tool package.

But the Surface Laptop 5's touch screen and trackpad still don't work properly.

Let me add a few options that you may not have tried yet:

1. Try holding down the power button for 20 seconds to force the Surface off and restart. This is a Surface-specific recovery step that clears the hardware cache and reawakens some of the functionality that is in the "pending" state:

Force a shutdown and restart your Surface - Microsoft Support ****

2. Download and install the driver and firmware package for Surface Laptop 5.

Download Surface Laptop 5 from Official Microsoft Download Center ****

After the installation is complete, restart your Surface and verify that the touch screen and trackpad are back to normal.

However, if these two solutions are not effective, I recommend that you directly submit the Surface Laptop 5 to the Surface technical support team for a complete inspection to confirm whether this is a hardware failure. I can direct you to Surface Live support who can help you create a service order:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

I wish you all the best.

Best Regards,

Mitchell | Microsoft Community Support Specialist