Surface Laptop Studio trackpad

Question

Dear Microsoft,

The trackpad of my Surface Laptop Studio is very random. Sometimes I will click and the cursor will randomly move from where it was. Also the accuracy of the trackpad isn't great. Making small adjustments is difficult and jerky. Just doesn't feel smooth. It's hard to get it to go exactly where I want.

Last the palm rejection is not perfect, I tend to use on thinger with my thumb is on the trackpad. Will doing this sometimes it impossible to click.

This is very frustrating with the ridiculously small window active edge witch make resizing a window super hard.

I don't find the trackpad in the Device Manager. What's the name and where it is?

EDIT: Apparently the trackpad is recognized has a standard "Mouse HID" (sorry capture in french). I found this by passing by the Settings and showing "other parameter" of the trackpad.

EDIT 2: What is strange, is deactivating the device from the device manager does not stop the functioning of the trackpad.

EDIT 3: In fact the it's Device Manager -> Human Interface devices -> HID-compliant touchpad (I had to change to english to find it, no ideas how it's called in french). Disabling THIS device disable the trackpad. But I was not able to solve the issue.

Same issue:

• https://answers.microsoft.com/en-us/surface/forum/all/surface-laptop-studio-trackpad/c7cdb481-1491-472d-b21a-ae01805931e3 (Closed)
• https://www.reddit.com/r/Surface/comments/q5hchl/anyone_got_annoyed_by_surface_laptop_studio/
• https://answers.microsoft.com/en-us/surface/forum/all/touchpad-driver-missing/97cf07ef-aace-407c-ace5-d8e152e9e299

Answer 1

Hi gagarine42,

Thank you for reaching Microsoft Community. I understand that you are having issues with regards to the sensitivity of the touchpad and apologies for the inconvenience this has caused you.

In regards to the driver, yes it is the HID-compliant touchpad that is designated for the touchpad driver and disabling the driver in Device Manager will disable all functions of the touchpad.

For the palm rejection that you mentioned, do you mean the Ignore touch when I'm using my pen option in the Pen & Windows Ink page? If yes, this function or feature is for the screen of the device when using a pen to write on the screen. For the touchpad, it would detect the detect fingers placed on it like if you have 2 fingers (for example resting your thumb on it while navigating the touchpad using the index finger) on the touchpad which may cause a random movement once the touchpad detects the other finger resting.

The Surface Laptop Studio has a large haptic touchpad also that gives you realistic feedback when you tap it like you'll hear it click when you're using it. See: Surface Laptop Studio features (microsoft.com).

How about setting the touchpad sensitivity from Most sensitive to Medium or Low sensitivity, do you experience some improvements on the behavior?

Please try also running the steps below to make sure that the device has all the updated drivers and software it needs to run smoothly and see if you get some improvements on the touchpad behavior:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: 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 Laptop

Then click the link next to Surface Laptop Studio then 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. 

Kind regards,

Marrion

Answer 2

Hi Marrion,

Thanks for your reply.

It's a bit funny than if you open the driver from the Settings it's the wrong one that open (HID compliant mouse). I guess one more Windows 11 bugs!

By "palm rejection" I was referring to "thumb rejection". So the "thumb rejection" is not that great, but it's a separated problem I could live with it if the touchpad was precise.

I already played with the various sensitivity settings. Seriously I don't see any difference (I'm wondering if those settings actually does somethings).

I already did follow the proposed steps. It didn't fix the issue.

My underling question, is this normal or this machine has an issue? I'm not use to Windows PC and I know they are not has good as MacOS, but I tried another touchpad on a friend machine (not a Surface) and it was better.

Regards,

Simon

Answer 3

Hi Simon Perdrisat,

Thank you for the response and I'm sorry to hear that the issue persist even after the steps suggested. Apologies for the delay in getting back. I'm not sure though if the the experience that you are having on the touchpad is caused by the haptic feedback or a hardware issue already. We would also welcome others users here in the Community to share their experience with the touchpad of the Surface Laptop Studio and I suggest also that you contact our live support for us to better check and investigate on the behavior that you are getting on the touchpad. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**. 

Kind regards,

Marrion

Answer 4

It end up that my Microsoft Surface Laptop Studio worked has it suppose to works. The trackpad is simply not that good and way below a Macbook one (even a decade old macbook).

Doing various test, the problem seems to be the thumb rejection. When the thumb rest on the trackpad then the mouse is not very fluid. If you are careful and only use one single finger like in 1998 then it works.

I tested a bunch of Windows PC in my local store, they all have this problem. It seems to be a software limitation.

This is very disappointing. After all those years Microsoft is still not able to deliver a best in class trackpad experience.

I also realized that the scroll acceleration is not the same from an app to another. This is very amateurish.

On the same level of low quality service, it's not possible to deactivate the news widget as mentioned their https://answers.microsoft.com/en-us/windows/forum/all/windows-11-widgets-how-to-remove-these-annoying/288c9081-1b26-4910-97d8-ebdc705b65fc  . Can you imagine Apple doing somethings as stupid? No. I really love to be force to see a bunch of random news when I want to check the weather. Not to mention how unprofessional it look at work to "open the news" when if fact you just wanted to use the translation widget.