I need Hotfix 3165497

Question

I'm having the phantom touch problem on my SP4. Enough said.

I went to the site https://support.microsoft.com/en-us/help/3165497 that says there's a hotfix available, but it's not available for download and then when I go on the Microsoft support site I get some virtual agent who won't connect me to a real person until I register the surface online but it won't take the serial number and advises me to contact customer support and it keeps going round and round in circles, I just want to get the hotfix so I can use my SP4 again, it's driving me crazy and no one can give me any answers.

By the way I already ran the surface diagnostic tool and all it did was confirm that I have a phantom touch. I've tried doing a hard reboot, updating software, firmware, drivers, uninstalling and reinstalling the touch screen and nothing works. I'm getting very frustrated and pissed at Microsoft as this is apparently a very common problem and they REFUSE to do anything about it!

https://support.microsoft.com/en-us/help/3165497

Answer 1

https://www.sony.com/electronics/support/downloads/W0009338
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See
https://answers.microsoft.com/message/3fccb2cd-cc58-45c6-b5a0-d5a9a160c1ce?threadId=eb5376c3-1e59-474a-80df-00f918c8f9a6

Answer 2

Unfortunately, that tool won't even run. I get an error message "Failed to init transport, status=11. FAIL"

I found this exchange on another message board. **The hotfix directly from Microsoft (as referred to in bold) is what I came here looking for.**I don't understand it, how could Microsoft put up an article referring to a well-known problem, tell us to download something that there's no link to? I think the above tool was meant for Sony PC or something. There has to be a way to get the file referred to in the knowledge base article. The Sony Calibration tool isn't it.

1. 

Michael

June 15, 2018 at 5:35 pmsReply

Didn’t work on my Surface Pro 4

Error when loading CalibG4.exe

Failed to init transport, status=11

FAIL 2.

cniemeyer

July 9, 2018 at 8:28 pmsReply

It works on my Surface Pro 4, however executable from the link above did not run because it is missing a DLL. You can get another version directly from Microsoft as a hotfix: https://support.microsoft.com/en-us/help/3165497/surface-pro-4-or-surface-book-experiences-phantom-touch-input-on-the-s

Just click Hotfix Download Available at the top and give a valid email address, this link (https://hotfixv4.trafficmanager.net/Surface%20Pro%203/latest/KB3165497/1/free/491758_intl_x64_zip.exe) will be sent to you. You can use it directly if you don’t want to be bothered with giving your email to Microsoft

Answer 3

I'm an unpaid volunteer and do not work for Microsoft. I suggested the Sony tool
because it has worked for some others. The tool that Microsoft posted WAS the
same executable. You can certainly try contacting support, although I am
doubtful they will be able to provide the tool.