Word - Draw function causing touch screen display to flicker - black out

Question

Hi

We have recently deployed 40 or so Lenovo Yoga 2-in-1 devices and have noticed an issue with Word on them.

When using the Draw function in word, if you use the default pen then you cannot see what you are writing/drawing in real time, it is only shown when you complete the action. If you try and do this again, the screen will start to flick on/off and eventually Word will freeze/crash also windows disables the display adapter (Intel(R) Iris(R) Xe Graphics) until the device is restarted.

However, if use the Draw function in word and select Either the Galaxy Pen or Pencil tool then you can draw without any issue what so ever.

Devices are fully up to date via windows updates.

I have seen posts online from users with this issue but with no resolution - for example - https://community.intel.com/t5/Graphics/Pen-drawing-problems-in-MS-Word-or-PowerPoint-with-Iris-Xe/td-p/1369370 Any assistance is appreciated,

Regards

Answer 1

Dear Simon Hall4

Good day!

In general, there may be a problem with the compatibility of the Word app and the device. If this is happening on multiple devices and you mentioned that other users have reported it as well, but none of them have been resolved.

I'm not sure if you've tried the following suggestions, but if you don't you can try fixing Office apps, you can generally troubleshoot most of the Office apps themselves：

Repairing Office from the Control Panel:
Go to Control Panel -> Programs -> right-click on Office applications’ icon -> Change -> Online Repair.

If you've already tried the above tips, or if they didn't help you. To save your time, I would like to ask you can raise a service request in Microsoft 365 admin center, You can reach out to Microsoft support and ask them to help you collect your app's activity logs to see if you can find the specific cause of this phenomenon, and if it's a compatibility issue, they can fix it at the development level.

Sincerely,

Tin