Surface book 3 touchscreen

Question

Hi. My SB3 touch screen stops working when I do zooming and I need to disable and then enable INTEL PRECISE... in HIM to solve this issue. My problem is that this solution is temporal and anytime I do zoom in or out I have to repeat it. I have updated the drivers but the problem still persist. What is the the reason of the issue?

Answer 1

Hi and thank's again. Sorry my Surface Touch driver version is 4.0.211.139 and firmware version is 400D38B. Yes I have installed the msi files and recently I have upgraded the windows from 10 to 11.

Answer 2

Hi sadeqsaeidi,

Thank you for the response and for confirming.

This seems to be just an issue with the software on the device since it is only the zoom in and out gestures that are having issues.

Regarding with the 400D38B, is this the driver version of the Surface Touch firmware currently installed? Surface Touch Firmware version on a Surface Book 3 should be the 4.0.211.139 version (see: Surface Book 3 update history (microsoft.com)) Have you tried installing the msi file for the device as given in item number 2 on my previous response?

Is there a 3rd party software installed on the device?

Answer 3

Thank you for reply. My surface touch firmware is 400D38B. I have ran Surface Diagnostic toolkit and the result was ok. As I said the problem is only in zoom in or out operations. It is necessary to say touch in UEFI act well.

Answer 4

Hi sadeqsaeidi,

Thank you for reaching Microsoft Community.

Please check first what is the current version of the Surface Touch firmware installed on the device. To do this, open Device Manager then expand Firmware and double-click on Surface Touch. Go to its Driver tab and look for the Driver version. Take note and share the version with us here.

After checking, proceed with these steps below then observe if the issue persist:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                                Go to Download driver and firmware for Surface, choose Surface Book

    Click on the link next to **Surface Book 3**

    Click **Download** on the next page

                               Choose the .msi file that matches your current OS Build and click Next

                               After downloading, run and install the .msi then Restart.

3: Run System File Checker Tool in Windows

If in case the issue persist, follow these steps below to refresh the touch drivers of the device by uninstalling and re-installing the drivers:

1. Open Device Manager
2. Click View on top and check Show hidden devices
3. Expand Human Interface Devices

Look for all touch drivers

Right-click and select Uninstall device

Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it unchecked then hit Uninstall*.*

4. Expand Firmware

Look for all touch drivers including Surface Touch

Right-click and select Uninstall device

Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it unchecked then hit Uninstall*.*

5. Expand System devices

Look for all touch drivers

Right-click and select Uninstall device

Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it unchecked then hit Uninstall*.*

6. Restart the device to reinstall the drivers

Answer 5

Thank you for posting your inquiry here in Microsoft Community, sadeqsaeidi.

We are sorry to hear that the touchscreen doesn't work consistently. To verify if the issue is related to software or hardware, here are the methods that we suggest:

• Check for Windows and Surface updates. Go to Start > Settings  > Update & Security  > Windows Update> Check for updates.
• Run the System File Checker.
• Run the Surface Diagnostic Toolkit.
• Boot the device to the UEFI settings and verify if the issue happens on the UEFI environment. UEFI environment is outside the Windows system so any issues that persists on the UEFI could be potential hardware issues. Go to settings > Update & Security > Under Advanced Start up , click on Restart Now, once you're on the UEFI settings, touch your Surface screen and see if it responds normally. Try to navigate in UEFI by tapping various menu items.
• If the issue doesn't happen on the UEFI, re-install the touch drivers. Open Device Manager then go to Human Interface Devices > look for "Uninstall HID-Compliant Touch Screen" > Right-click on HID-Compliant Touch Screen > Uninstall (if you're seeing two HID Compliant Touch Screen, Uninstall the two drivers).
• Reset touch calibration to the default settings. In the search box on the taskbar, enter calibrate, and then select Calibrate the screen for pen or touch inputfrom the list of results. (With a mouse, select Start, then select Calibrate the screen for pen or touch input.) > Press Tabuntil you select Reset, and then press Enter.  (If you're using a mouse, select Reset.) 

If Resetis unavailable (appears dimmed), your Surface touch calibration is at the factory settings.

If the issue still persists, re-image the Windows system using the USB recovery process. This process will wipe everything out on your device and install a fresh operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.   

Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.

After formatting the USB to FAT32 USB, convert the FAT32 USB stick as a bootable device. Go to search > search for create a recovery drive > then follow the on-screen instructions. Please proceed to the steps below after converting your USB to a bootable USB stick:

• Download the System Files or Recovery Image:

1. Go to the Download a recovery image for your Surface2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery: 

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off. 
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. Choose your language options and keyboard layout. 
7. Select Troubleshoot. 
8. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
9. Select “Recovery”.

Let us know how it goes by replying on this threads.