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Cursor disappears and screen goes crazy.

Anonymous
2024-09-10T20:46:53+00:00

I have a microsoft surface laptop 3. running windows 11. My curser will randomly disappear. Often when this happens, I will have windows randomly opening, closing, resizing, etc. I will also often have these phantom touch circles on the touchscreen.

Most of the time, if I use control, alt, del; I can get the cursor back long enough to close a window. However eventually I end up having to shut down. I've run Norton 360 and the power eraser, both find nothing. I've uninstalled the touchpad and the touchscreen and allowed the computer to reinstall them, but it still is happening. Please advise.

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2024-09-11T09:27:14+00:00

    Hi Charles,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    We're sorry you're experiencing "phantom" or "ghost" touches issues on your Surface Laptop 3. Here are a few steps you can try:

    Unified Extensible Firmware Interface (UEFI) is a type of software that helps Windows communicate with your Surface’s hardware. Because UEFI operates independently of Windows, testing hardware in UEFI will work if you have a hardware issue.

    • If touch does not work in UEFI, your device likely has experienced a hardware failure and needs servicing.
    • If touch works in UEFI, the issue probably involves Windows or the touch driver.

    Follow these steps to boot to UEFI and test touch functionality: 

    1. Go to Start  > Power  > Shut down .
    2. When Surface is off, press and hold the volume up button and press the power button until a Microsoft or Surface logo appears onscreen.
    3. Once you are in UEFI, touch your Surface screen and see if it responds normally. Try to navigate in UEFI by tapping various menu items. Then, depending on how your Surface responds to touch, follow one of these steps:
      • If touch doesn't work on your Surface, your touchscreen most likely experienced a hardware failure. Your next step is to submit a service order. How to get service or repair for Surface - Microsoft Support
      • If touch works on your Surface, select EXIT, follow any onscreen instructions, and restart Windows.
        Since you have already tried to reinstall the touch screen driver, If you’re still having a problem with your touchscreen, try resetting your Surface. To learn how, see Restore or reset Surface for Windows and follow the recommended steps for "Reset this PC." Restore or reset Surface for Windows - Microsoft Support

    I hope this helps. If there is anything not clear, please do not hesitate to let me know.

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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