Surface pro 5 touch screen partly stoped working a while after restart

Question

When I just turned on my surface pro 5, everything works fine, until after 3 min, the 1/4 of my screen suddenly stoped working, and only restart can solve it.

The pen can not work on the part that stoped working the entire time, even restart can't help it.

Tried surface diagnostic toolkit, and it just say something went wrong because I said the screen went wrong, it was useless, it did not provide me helpful way to fix issue

Tried uninstall driver and it did nothing too

Please help me

Answer 1

Hello mingrui ni,

Welcome to Microsoft Community.

After reading everything you posted here, I noticed a few key points:

1. When the Surface Pro 5th generation device starts up, everything is normal on the touch screen, but after a period of time, some of the screens are abnormal. Can I understand that about a quarter of the screens cannot be touched?
2. Your stylus works fine, except that you can't write in this particular area?

I noticed that you tried to uninstall the driver, so please try to install the driver and firmware package for Surface Pro 5th generation:

Download Surface Pro 5 [Wi-Fi] Drivers and Firmware from Official Microsoft Download Center

After the installation is complete, restart your Surface to verify that the issue has been improved.

If it is a driver exception, then this action will usually fix it.

But this looks like a hardware failure with the touch screen, so in order to detect it, try testing this in UEFI, see Solution 1 in the support link below:

What to try if your Surface touchscreen doesn't work - Microsoft Support****

If the touch screen problem reappears in UEFI, this is basically a confirmation of a touch screen hardware failure, and you need to send the device to the Surface technical support team for inspection and repair.

I can give you steps to contact live support to help you create a repair 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 Confrim:

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

However, please allow me to kindly remind you that currently we have received feedback from some users that they encountered errors when contacting through Chat support, and we are investigating this situation. Therefore, if you cannot contact the Surface technical support team through Chat support, please try Phone support and leave your contact information according to the guidelines. Surface support will call you back.

I wish you all the best.

Best Regards,

Mitchell | Microsoft Community Support Specialist