touchscreen issue as i plug in the charger

Question

i have surface book 3,15". the screen touch stops working 10 minutes after I plug in the charger. the charger im using is 102w. i tried a 127 w that i found in a local shop, but again i faced the same issue

Answer 1

Hi Daban Mohammed,

Thank you for reaching Microsoft Community. We're sorry to know about what happen to your device. Let me ask few questions to help us further isolate the issue.

May I know when did this issue started?

What version of Windows are you on?

For the meantime, please try the following steps below.

Check for updates: Open Settings >> Windows updates >> Check for updates. Also check Optional updates if available.

Select Advanced Options >> Optional updates. Allow available updates to install then restart your device when it's ready.

Boot to UEFI and test touch functionality. Test both when charger is connected and not connected.

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.

If touch works while the charger is connected, reinstall the touchscreen driver.

Open Device Manager >> expand the Human Interface Devices category >> right click Inter(R) Precise Touch Device, select Uninstall device. Right click HID-compliant touch screen, select Uninstall device. If you see two HID-compliant touchscreen drivers, right click the first, select Uninstall device, select Uninstall and then repeat the process for the second driver. Then restart your Surface.

Let me know how it goes.

Kind regards,

Lavenia

Answer 2

Dear Lavenia

Thanks a lot for your reply. i did follow the steps you instructed me to do, but unfortunately it didn't resolve my issue.
to answer the questions you asked.
1- i really don't know when did this issue arise, because i bought this device from an online seller, second hand. but i assume, from the very new battery, (only 30 count cycles) that this surface book is very new.
2- the window is up to date.
3- it had window 11 on it, but i changed it to windows 10, in hopes of resolving the touch, but it never did.

the surface screen responded normally in UEFI when it was unplugged, but as soon as i connected it to charger. the screen became unresponsive, or at best, extremely laggy.

Answer 3

When you rolled back to Windows 10, do you mean you have performed the USB recovery image?

Is the charger you've been using a genuine Microsoft Surface charger?

Answer 4

I took it to a local shop and they used a USB flash to set window 10 for me.

This is the charger that i have. its 102 W. and its written Microsoft model 1798 on it.
my surface book is book 3, 15" (model 1899) core i7 gen 10th

thanks for your response

** EDIT: Removed personally identifiable information (PII) from post. **

Answer 5

Since the device has been reimaged using a USB recovery drive and a different charger has been tested, the issue is still present. This is more like a hardware problem. Your device needs a replacement. We recommend contacting our live support team to check options for your device. You may reach them using the Surface App following the instructions below.

1. Open the Surface App and select Help & support > Get help.
2. Type in the problem you need help with.
3. Look at any available solutions offered and select Contact Support.