Touch Screen became broken after multiple system updates - Surface Book 1

Question

Here a video demonstration: https://www.youtube.com/watch?v=Z56FT-O7YtYThe screen was working fine before until I made some updates since it automatically updates my system. As you can see, I can only draw on certain parts of the screen and mostly horizontal lines. But today, it has gotten worse, I can only draw at the top of the screen with horizontal lines still.

I have tried all 5 troubleshoots found from the internet and nothing works.

I have reinstalled the operating system just to go back to default settings, I updated the drivers, but still getting the same issue.

Do you think reformatting the entire system will fix this? I'm not sure if this is a hardware issue since I have never dropped this laptop.

Can anyone help me with this? I bought this for its ability to draw things like Wacom.

Thank you.

Answer 1

Hi Chesstre,

Thank you for reaching out to Microsoft Community. We are sorry to hear about what happen to your Surface Book 1. Definitely this is not the experience that we want you to have.

May we ask if you are having the same issue also if you'll use your finger?

Please perform these steps below to troubleshoot the issue:

Method 1: Uninstall/Re-install Drivers

                 Open Device Manager

                 Expand Human Interface Devices

                 Right-click on HID-Compliant Touch Screen and select Uninstall.  If there is more than one driver, uninstall those as well.

                 Right-click on Intel(R) Precise Touch Device and select Uninstall

                 Restart Surface

Method 2: Check if issue is present on the UEFI screen

          To boot the device to the UEFI screen, press and hold the Shift key on the keyboard and go to the Power icon and choose Restart.

          Once you are in the Choose an option screen, click Troubleshoot > Advance options > UEFI Firmware Settings then click Restart.

          The device will boot to the UEFI screen, please check if the touch/pen still wont work on the affected area.

          After checking, just choose Exit then click Restart now.

If the issue occurs on the UEFI screen, we suggest you contact support to check for possible replacement options depending on the warranty of the device.

If issue is not present on the UEFI screen, then we know the symptom is being influenced by software such as Windows or other applications. Please proceed to the next step.

Method 3: Reset using USB Recovery Image

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
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:

• Note: Formatting 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.

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 or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
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. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

Answer 2

Yes, fingers do work but only certain parts of the screen.

In the UEFI screen, I can only touch the top 3 menus. It seems the center of the screen doesn't have the touch sensors anymore.

The warranty already passed its warranty date and Microsoft office is really far from where I came from here in the Philippines.

Perhaps, I'm having a hopeless case.

By the way, before I close this issue, can you tell why such thing happened?

Answer 3

Hi, Chesstre!

Thank you for updating us regarding your Surface Book's screen issue. Since it is happening in the Surface UEFI page, a replacement is needed for the device. 

Please contact **MicrosoftSurface Support**for replacement options that may be available in neighboring countries in the Philippines.

Hope that helps.

Kind regards,

Janette_Z