Surface book 2 touch screen not working but works fine in UEFI

Question

I have followed the previous posts as I do not have the drivers showing. Unfortunately these recommendations did not work. I have reset the surface book 2  and also downloaded the most recent image and tried that. I have tried the diagnostic and as that tells you to detach the screen and then reattach, this was a bit of a mare without the touch screen facility. It was not helpful and I am open to the next step.

Any suggestion would be appreciated

Answer 1

Hello TomBrennan8,

Thanks for posting your concern here. We're sorry to learn about this matter.

Please try to run Surface Diagnostic Toolkit and check for**Windows Update.**Restart the Surface after installing updates. Updates have fixes to common problems, or issues. Then, **u****pdate 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 or nearest to your current OS Build and click Next. After downloading, run and install the .msi then Restart. And also, run **System File Checker in Windows 10.**Please let me know how the issue progresses. Don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Hope this helps.

StevenK

Answer 2

I have ran the the diagnostic again and it says that it is likely a software problem.

I have downloaded the surface book 2 firmware again and installed it again (it was the same one that I reinstalled last time).

I have ran system file checker and scan now, no problems were detected and  but unfortunately my touch screen still does not seem to work other than when I boot into UEFI

Answer 3

Hello TomBrennan8,

Thanks for keeping me posted.

In this case, we would highly recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

Note: This removes all the files and apps on your device. You will need to back up your data and reinstall the desktop apps or run updates after the completion.

To download the Recovery Image:

1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage
2. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it
2. At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

Perform USB recovery image:

1. Turn the Surface off by pressing the power button
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. When prompted, choose your language options and keyboard layout
7. Select Troubleshoot
8. Select System Image Recovery. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive.
9. If prompted, select Repartition the drives

Regards,

StevenK

Answer 4

Thank you - the USB image reload worked and now my touch screen is working