Surface Laptop 2 Touchpad randomily stopped clicking and is generally unusable.

Question

Hi,

I have recently purchased a surface laptop 2 in november for my girlfriend. after not a long time of using it, she started complaining about the trackpad not working all of a sudden after a windows update.

after some inspection, the track pad doesnt seem to register the actual clicks by pressing the lower portion of the trackpad. they SOMETIMES will, but it is pretty hit and miss. I've tried clicking it softly, and firmly, both result in a 50/50 split of sometimes working or not. further more the tapping is fairly weak. Had it not been for the laptop also being a touch screen, it would be unusable.

The laptop is odd too, when you turn on the laptop, and after you log in, the cursor acts as if it has been perminantly pressed. and wont reset until i tap the touch screen.

there is obviously something very wrong with the rubbishy driver thats some windows update has interfered with.

are you aware of this issue? and if not, you are now. considering the price tag on these devices, I'm surprised to see that this can be an issue, it is a fundermental part of the machine, and something that should be picked up in testing.

please could you advise on next steps, without telking me all the usual, 'restart your machine and update the driver' stuff... I've tried all of that.

kind regards,

Tom Day.

Answer 1

Hi TheTomDay.

We sincerely apologize for the inconvenience that had caused you. For us to further assist you, we would like to know more about this issue.

1. Is this working before?
2. Does the issue occur after an update?
3. What type of windows version with OS build number you have?
4. Have you try to reset your device?

Just a heads up, typing and touchpad performance may degrade during intensive system disk and memory utilization. This issue should resolve itself after a few seconds. Otherwise, close unnecessary programs that are running or try adjusting the Power Mode control to the right for increased performance.

If the touchpad response delayed after typing, type Touchpad into search box and select Touchpad settings. Change the Touchpad sensitivity from Medium to High or Most sensitive. This will reduce the delay between typing touchpad activation.

Keep us posted of the outcome.

Answer 2

In answer to your questions,

1, yes it was working fine when we got the laptop.

2, yes it started after some updates.

3, it is windows 10 home. Lastest build as of this date.

4, i have not reset the device yet. Thats not really a fix anyway, because it will just update itself and mess up the touchpad again.

The laptop is used for reading emails and writing word documents. I doubt the disk is churning.

We got it in novemeber. So i doubt once again that its anything to do with age.

It isnt delayed, the click just doesnt work. As in when clicking the bottom portion of the track pad. You can hear the physical click. But nothing happens on the laptop. Its a pain. As it sometimes does, like every 4th click will register. But it doesnt seem to be linked to anything. Its just really really bad.

Answer 3

Hello, 

If the problem continues, if the device is still under warranty. Take the device to a Microsoft store, there may be an underlying hardware problem with your device. Also, with the device being so new I think you should have Microsoft take a look to make sure that if something needs to be fixed, it will. Take advantage of your warranty. Surface devices come with a standard one year warranty for any defects.

This sounds more like a hardware issue as to a software problem. The touch pad may just be defective. Also, you can confirm that it is not a software issue if you have another usb mouse laying around and plug it in and see if that works properly. If it does not then you may have a software issue, but I doubt it. If your touch screen is registering things properly, then I think its more of a hardware problem with your touch pad. Also, if you do not have any of those you can try to click on things by taping the touchpad for left click. I will attach a article explaining all of the different windows gestures.

https://support.microsoft.com/en-us/help/4027871/windows-10-touchpad-gestures 

Another thing you can do is run the surface diagnostic toolkit. This may fix your problem. Surface Diagnostic Toolkit

Answer 4

Hi TheTomDay ,

Thank you for the information. Since the issue occurred after an update, I understand the reason if you don't want to reset your device. In this case, we will just wait for the update from the Microsoft. For now, they are currently working on this matter.

You can also install and run the Surface Diagnostic Toolkit. This may fix the problem.

Answer 5

Hi TheTomDay ,

Thank you for the information. Since the issue occurred after an update, I understand the reason if you don't want to reset your device. In this case, we will just need to wait for the cumulative update from the Microsoft. For now, they are currently working on this matter.

You can also install and run the Surface Diagnostic Toolkit. This may fix the problem.

Okay, so there is an issue on thr microsoft end.

Any idea of a time scale, my partner is innthe final year of her course, and needs her laptop to be more user friendly as soon as possible.