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bubbles and disappearing cursor

Anonymous
2020-03-14T03:42:10+00:00

On my Surface laptop 2 bubbles appear on left hand edge and the cursor disappears. Can you help?

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2020-03-14T04:12:37+00:00

    Hi Plumb0b,

    Thank you for reaching out to Microsoft Community.

    The bubbles that appears on the left hand edge of the screen are phantom/ghost touches on the screen which caused the mouse cursor to disappear also and you wont be able to use the touchpad in selecting options.

    Please try these steps first to troubleshoot the issue:

    1: Run Surface Diagnostic Toolkit and check for Windows Updates

    2: Force Shutdown

                   Press and hold Power button for 20 seconds

    3: Boot device to UEFI screen

                   Please check this page for the steps on How to get to the UEFI settings

                   Once you are in the UEFI screen, please check if the issue occurs also on that screen by moving the mouse using the touchpad

                   After checking, just choose Exit > Restart Now

                   If the issue occurs on the UEFI screen, proceed immediately to step 6.

                   If the issue does not occurs on the UEFI screen, proceed to the next step.

    4: Uninstall/Re-install driver

                  Open Device Manager

                  Expand Human Interface devices, right-click on HID-Compliant Touchscreen and choose Uninstall device

                  Restart Surface then check if issue is resolved

    5: Reset using Recovery Image

                  This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device so you might need to back up your files first. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below.

    How to Download, Create and Use a USB recovery drive

    To download the Recovery Image:

    • You'll need a PC running Windows 7 or later or Surface Device.
    1. Visit the page to Download the recovery image for your Surface
    2. Sign in with your Microsoft Account
    3. From the list of Surface devices available, select the device that you need a recovery image for

    Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

     Format USB Drive:

    • Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.
    1. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
    2. Select the USB drive you formatted earlier for the location and click Extract.

    Use a USB recovery drive to reset your Surface:

    1. Shutdown the Surface
    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. Surface will start the recovery software on the USB recovery drive
    7. When prompted, choose your language options and keyboard layout
    8. Select Troubleshoot
    9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
    10. If prompted, select Repartition the drives
    11. If prompted for BitLocker Key, tap Skip this Drive

    6: If the issue is present on the UEFI screen or was not resolved even after the USB Recovery Image, this could be a hardware issue already. We suggest that you Contact Support to check for replacement options.

    If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

    Kind Regards,

    Marrion Y.

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