Surface Pro Touch Controller Firmware

Question

Hi, my surface pro 3 touch screen won't work anymore. In device manager there is a yellow triangle on the surface pro touch controller icon. I have tried to uninstall and reinstall the drivers by that doesn't work. Also the surface diagnostic tool kit don't do anything.

Answer 1

Hi Slam3d, 

We appreciate for raising this concern to us. May we know the error code that you received? In Device Manager, double-click the device type that has the problem. 

For the meantime, you may try this step might help fix the issue: 

Install and Download a Firmware Driver Package for Surface Pro 3. Go to this link to continue. 

Note: There are multiple files available for this download. Select the files that matches the Windows version (OS build) of the device. 

Please update us with the result so we can further assist you.  

Regards,

Answer 2

Hi Slam3d, 

We appreciate for raising this concern to us. May we know the error code that you received? In Device Manager, double-click the device type that has the problem. 

For the meantime, you may try this step might help fix the issue: 

Install and Download a Firmware Driver Package for Surface Pro 3. Go to this link to continue. 

Note: There are multiple files available for this download. Select the files that matches the Windows version (OS build) of the device. 

Please update us with the result so we can further assist you.  

Regards, 

Hi, I tried to install the firmware but it didn't work. Also the code is error 14.

Answer 3

Hi Slam3d, 

Thank you for getting back to us. Regarding the error you have been experiencing with your Surface device. We suggest to reset your device back to factory condition using a USB recovery drive.

To download the recovery drive, you'll need:

• A PC running Windows 7 or later.
• A USB drive with a storage capacity of 8 GB or larger (16 GB or larger for Surface Pro series)

Important Creating a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

Note: Make sure you have access to the product keys and installation files for any desktop apps, such as Microsoft Office, that you plan to reinstall after the reset.

Visit the page at https://support.microsoft.com/en-us/surfacerecoveryimage 

1. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
2. 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 3. Download the recovery image using the button on the page 4. 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. 5. Create a recovery 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
7. On your PC, open recovery image that you downloaded by double-clicking it
8. 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.

Use a USB recovery drive to reset your Surface (Cannot load Windows):

1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
2. Press and hold the volume-down button while you press and release the power button.
3. When the Microsoft or Surface logo appears, release the volume-down button.
4. When prompted, select the language and keyboard layout you want.
5. Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Note: Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over. 

• Choose either Just remove my files or Fully clean the drive.

The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.

• Select Recover.

Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

Should you need further assistance, please don’t hesitate to reach us back and we would be happy to help. 

Regards,

Answer 4

Hi Slam3d, 

Thank you for getting back to us. Regarding the error you have been experiencing with your Surface device. We suggest to reset your device back to factory condition using a USB recovery drive.

To download the recovery drive, you'll need:

• A PC running Windows 7 or later.
• A USB drive with a storage capacity of 8 GB or larger (16 GB or larger for Surface Pro series)

Important Creating a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.  

Note: Make sure you have access to the product keys and installation files for any desktop apps, such as Microsoft Office, that you plan to reinstall after the reset.

Visit the page at https://support.microsoft.com/en-us/surfacerecoveryimage 

1. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
2. 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 3. Download the recovery image using the button on the page 4. 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. 5. Create a recovery 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
7. On your PC, open recovery image that you downloaded by double-clicking it
8. 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.

Use a USB recovery drive to reset your Surface (Cannot load Windows):

1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
2. Press and hold the volume-down button while you press and release the power button.
3. When the Microsoft or Surface logo appears, release the volume-down button.
4. When prompted, select the language and keyboard layout you want.
5. Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Note: Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over. 

• Choose either Just remove my files or Fully clean the drive.

The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.

• Select Recover.

Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

Should you need further assistance, please don’t hesitate to reach us back and we would be happy to help. 

Regards,

Tried that and nothing, also the touch screen wont work in the bios

Answer 5

Hi Slam3d, 

We appreciate your effort for trying to fix the issue. Since the issue still exists., what we can suggest is to contact our Microsoft Support for further assistance for possible replacement on the device. 

If you're outside the US, you can get in touch with our Global Support. You'll find the phone number for your country/region here.

Thank you!