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Surface touch screen stops working with pen randomly

Anonymous
2021-05-16T21:06:15+00:00

Hi there,

I have two surface pro laptops, and two different pens. The faulty surface pro does something very strange. As I’m using the pen, it will randomly stop working as a writing tool, but I can still double click to get sticky notes out.

I have switched pens between the surface pros, and I have even completely formatted the faulty one. The problem still exists. So I know the problem is not with the pen.

When that fault happens, the pen still shows that it is connected.

Neither pen will work when this happens to the faulty surface pro.

The only way to fix the problem is to restart the device.

Can someone please assist? Again, just to highlight this is not a pen issue and I have completely reformatted my faulty surface pro to factory settings and the problem still exists.

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2021-05-18T01:10:17+00:00

    Hi Andrew_Fillit,

    Thanks for reaching out to Microsoft Community and posting your inquiry.   

    May we confirm the type of Surface Pro that you're using? This is for us to put this thread to the right topic.

    Here are the methods that we can use to troubleshoot this issue:

    • Run Surface Diagnostic Toolkit and check Windows Update.
    • Reseat the pen tip, and test on the app.
    • Recalibrate the touch point of your pen by going to the Search box > Search for Calibrate the screen for pen or touch point > Calibrate then test.
    • Refresh drivers. Open Device Manager then go to Human Interface Devices > look for "Uninstall HID-Compliant Touch Screen" > Right-click on HID-Compliant Touch Screen > Uninstall (if you're seeing two HID Compliant Touch Screen, Uninstall the two drivers).

    • Under Human Interface Device, Right-click on Intel(R) Precise Touch Device and select Uninstall.

    • After uninstalling the drivers, make sure to Restart the device to give the drivers a refresh.

    • Install the drivers package for your device. Check the specific OS build of your Windows Settings > System > About. Download the driver and firmware for Surface, choose the device that you're using and click download on the next page. Please choose the .msi file that matches your current OS Build and click Next. After the download, run and install the .msi then Restart the Surface Device.

    Keep us updated by replying on this thread.

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