Surface Pro 7: Random loss of pen & touch

Anonymous
2020-12-04T02:27:03+00:00

I'm currently using a Surface Pro 7 i5-1035G4 w/ Surface slim pen

The current windows update is: 10.0.18363

The majority of the time I can use my surface with no problem, keyboard/pen/touch all work fine. However, there are cases where I will stop using my pen for a few minutes and it'll stop working and I will lose all touch functions of my surface. The only way to get my pen and touch capability back is to restart the surface.

It is not a matter of my Bluetooth disconnecting, my pen stays connected when this problem occurs. I can still disconnect and reconnect the pen and nothing changes -- there's also still no touch capability.

I have tried updating windows (to what is currently available), as well as checking for driver updates and enabling/disabling various drivers to no avail.

I recently attempted the surface diagnostic tool and it recommended looking through firmware and systems within device manager for warnings (There were none). It's recommendation was to restart which is what I have been doing and then everything is great until it happens again.

Any thoughts are appreciated

Surface | Surface Pro | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

0 comments No comments
{count} votes

1 answer

Sort by: Most helpful
  1. Anonymous
    2020-12-09T01:06:27+00:00

    Hello -Pixi-,

    Thanks for posting your concern here.

    In this case, it could be more likely a driver issue on the device. Please give these troubleshooting steps a try to isolate the issue:

    • **Run Surface Diagnostic Toolkit and check for Windows Update.**Restart the Surface after installing updates. Updates have fixes to common problems, or issues.
    • Update drivers and firmware Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo. Go to **Download driver and firmware for Surface,**choose (your Surface model) then click Download.

    Choose the .msi file that matches your current OS Build and click Next.

    After downloading, run and install the .msi then Restart.

    • Run System File Checker in Windows 10.
    • **Reseat the battery in the pen, unpair and pair the pen.**Open pen and remove and reinstall same battery to ensure good connection. Go here for info on how to pair the pen. Then, once paired, test the pen again.

    Please let me know how the issue progresses. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

    Kind regards,

    StevenK

    0 comments No comments