Why isn't my old or new pen working?

Question

My pen suddenly stopped working on my Surface Pro. It was under warranty so support helped me get a new pen. Trying to apair the new pen and it still does not work. I tried to pair the pen and the white light will not come on after holding it for 7+ seconds. I read that I may need to install new firmware and restart my computer, still no luck.

Answer 1

Dear Bob Kaiser -Realtor

Thanks for using Microsoft products and posting in the community.

We've recently received multiple reports from Surface users experiencing this same issue. While we've exhausted all standard troubleshooting steps, the problem persists in some cases.

This is not your problem, what you need to do is to reach out to Surface Chat support as soon as possible, submit a request for experiencing the same problem and wait for Microsoft to fix the issue.

1. Use your personal Microsoft account(not your organization account) to access the following links: Contact - Microsoft Support
2. Type Surface Slim Pen, press Enter, and click "Contact Support" at the bottom.
3. Select Other Products – Other accessories,****then click Confirm.
4. You will see contact options for Chat support, please contact them during business hours.

Best Regards,

Darren-Ng | Microsoft Community Support Specialist