Surface Laptop 3 Firmware issues with Surface.ME

Question

I've got a Surface Laptop 3 that has had issues since a recent firmware update. The touchscreen and external monitor support has stopped working.

In Device Manager, I can see that the Firmware - Surface.ME device is experiencing an issue. I've tried uninstalling the device and reinstalling, but without any success.

I've also tried the Surface Diagnostic toolkit without success.

Any suggestions?

Answer 1

Hello Ivan Wilson,

Welcome to Microsoft Community.

If the issue is related to Surface-me, then the issue may indeed involve the firmware of the Surface.

I notice that you have used the Surface Diagnostic Toolkit (SDT), so after running the SDT, you did not see any diagnostic recommendations?

Please allow me to provide you directly with driver and firmware package for the Surface Laptop 3:

Download drivers and firmware for Surface - Microsoft Support

Download and install it manually, restart your Surface Laptop 3 after the installation is complete, and then confirm that the touch screen is back to normal.

Can you clarify here how you connect the external display to your Surface Laptop 3? With a Surface Dock? Or with a third-party USB-C adapter or docking station?

At present, we have received feedback from some users, saying that the third-party docking Dock and USB-C adapter that could have worked are no longer available after installing the Windows update, but the Surface Dock and the official cable are not affected, so I just make a suggestion here. You may want to use Surface dedicated docking stations and cables, because they have better compatibility and stability than third-party docking stations:

Buy Microsoft Surface Dock 2 – Microsoft Surface****

Buy Surface Thunderbolt™ 4 Dock (Ports, Compatibility, Price) - Microsoft Store

Accessories Designed for Surface (microsoft.com)

Best Regards,

Mitchell | Microsoft Community Support Specialist

Answer 2

Thanks Mitchell,

I'm using the Microsoft Surface Dock to connect with external monitors.

I tried installing the driver manually. I got the message that it was already installed. I removed and reinstalled, but that didn't help.

I had to skip all the touchscreen tests in the Surface Diagnostic toolkit, as I could not complete any of them. I didn't see any useful recommendations.

I did see a suggestion to boot inti EUFI and test the touchscreen. It didn't work there either.

Ivan

Answer 3

Some of the errors I encounter when trying to install the updates:

In device manager, right click on Surface ME. Device status shows the following error, even after several reboots:

This device cannot work properly until you restart your computer. (Code 14)

Firmware update was unsuccessful due to a firmware vendor specific error (0x180C).

System event log. Event ID 124, Kernel Boot

The virtualization-based security enablement policy check at phase 6 failed with status: TPM 2.0: The TPM is not in the right mode for upgrade.

System event log. Event ID 17, OED

Initialize DSP Firmware. Failed to load FW. FW not ready, STATUS = Unknown NTSTATUS Error code: 0xef000000.

Microsoft-Windows-DeviceSetupManager/Admin event log. Event ID 131, DeviceSetupManager. Approximately 5 different messages within 10 seconds of each other. Same result code, different container codes

Metadata staging failed, result=0x80070490 for container '{EC8F010F-F93F-11ED-95B7-C8348E77293A}'

Answer 4

Hi Ivan Wilson,

Thank you for your additional information. I noticed that you gave a very important feedback, when you went into UEFI to test the touch screen, you found that in UEFI, the touch screen does not respond at all, right?

This means that the touch screen is most likely experiencing a hardware failure, which you can confirm in the following support link:

What to try if your Surface touchscreen doesn't work - Microsoft Support ****

So, it's time to send your Surface device to the Surface support team for inspection and repair.

I can direct you to Surface Live support, who can help you create a service order:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

I wish you all the best.

Best Regards,

Mitchell | Microsoft Community Support Specialist