Can't get an update (0x80070643) and Pen and touch screen doesn't work (Intel Precise Touch Device Driver)

Question

For a couple of months now, I have not been able to install an update. See the message below. It's also worth noting that my pen and touch screen has been working intermittently since I started having this update issue. The Intel Precise Touch Device driver is the culprit, and I have tried every possible solution. Based on what I have done so far and the research I have conducted, I am inclined to conclude that it's an update issue that Microsoft needs to address.

"There were some problems installing updates, but we'll try again later. If you keep seeing this and want to search the web or contact support for information, this may help: (0x80070643)"

Answer 1

Hello，

Welcome to Microsoft Community.

We apologize for the trouble and bad experience you had.

We need more information to pinpoint the problem, may I ask if the error 0x80070643 is it an error with one update installation prompt or if there are multiple updates that should be reported?

Also, please provide us with the current Windows version of your Surface Pro7.

Regarding the Intel Precise Touch Device Driver you mentioned, which is one of the Surface firmware drivers, I suggest you visit the link below to download the Surface Pro7 firmware driver and reinstall it to see the effect (the firmware was last updated on 3/11/2024)

Download Surface Pro 7 Drivers and Firmware from Official Microsoft Download Center

In addition to that, please click on the link below to download the Surface Hardware Diagnostic Kit, which is able to detect problems with touchscreen/stylus writing, let's see what the problem is when the diagnosis is displayed. https://aka.ms/surfacerepairuwp

Thank you for your patience and understanding, and feel free to let me know if there is anything unclear.

Reagrds,

Manson | Microsoft Community Support Specialist

Answer 2

Manson, thanks for your response.

My Surface Pro7 runs on Windows 10.

For the past several weeks, one security update has never gone through, but other updates have gone through with no issues. The Surface Hardware Diagnostic Kit attempted the updates twice today but failed: 2024-01 Security Update for Windows 10 version 22H2 for x64-based systems (K5034441).

Surface Hardware Diagnostic Kit report included the following after a test:

• Touch didn’t work properly.  It’s worth noting that I didn’t work at all.
• Intel((R) Precise Touch Device, error code = 10.

After running the drivers and firmware you recommended and rebooting the Surface Pro 7, I attempted to update the security update again, but it kept failing. The touch screen and pen still didn't work.

Regards

Answer 3

Thanks for the information.

I found that there is a known issue in the KB503441, and the following is a report on the issue and how to fix it:

KB5034441: Windows Recovery Environment update for Windows 10, version 21H2 and 22H2: January 9, 2024 - Microsoft Support

As you can see from the test results of the Surface Hardware Diagnostic Kit, there is indeed a problem with your Surface touchscreen.

I checked that the hardware architecture of the Surface Pro7 is still supported, I think you can go to the "Surface App" and find the "Service and Repair" button to see if your device is still under warranty, if it is still under warranty, you can create a repair order to return the Surface Pro 7 to the factory for repair.

How to get service or repair for Surface - Microsoft Support

Answer 4

Manson, thanks for the response.

What information do you have about the Intel(R) Precise Touch Device driver issue that I see in Device Manager, and that the Surface Hardware Diagnostic Kit report flagged?

Is the Intel Precise Touch Device driver issue I'm seeing not related to touchscreen functionality on my Surface Pro 7? I ask because my understanding is that the Intel Precise Touch Device is designed to handle touch input on devices with touchscreens, though I could be wrong.

It could be a touch hardware issue. However, the presence of an Intel Precise Touch Device driver issue seems to suggest a software/driver problem unless this is an indication of touch hardware failure. Can that be the case? Do touch functionality hard failures manifest in issues with the Intel Precise Touch Device driver?

Regards,

Answer 5

The Intel Precision Touch Driver for Surface is included with the Surface firmware and drivers. We've tried reinstalling the firmware before but the problem persists, which means that reinstalling the driver didn't fix the problem, so I think the root of the problem is a problem with the Surface Pro7's touchscreen hardware. Here, we can restart the Surface to enter the UEFI interface, if the touch screen in the UEFI interface does not work properly, then it can be determined that it is a hardware problem.