Surface Pro 7 pen pressure issues with palm rejection

Anonymous
2019-11-01T19:50:11+00:00

Pen works fine when only the pen is making contact with the screen. However, when my palm is resting on the screen, the pressure detection of the pen becomes extremely inaccurate. As soon as skin (palm, fingers, etc) makes contact with the screen, the pressure curve of the pen becomes a staircase, as if the pen could only detect 5-20 levels of pressure, instead of 4096 like it's supposed to. Here's a screenshot from the Surface app:![](https://learn-attachment.microsoft.com/api/attachments/cdc3b0c5-bfcc-4409-b0a1-318885287f48?platform=QnAAnd here is how it looks like when drawing:

Is this normal? How can I fix it?

Device: Surface Pro 7 Model 1866 i5 (8GB RAM, 128GB SSD)

OS: Windows 10 Home Version 1903 build 18362.449 (edit: I've since updated to 1909 build 18363.628, issue persists)

Pen: Microsoft Surface Pen Model 1776 (Burgundy) 

I have:

  • paired my pen
  • unpaired and repaired the pen via Bluetooth options
  • rebooted the Surface Pro
  • soft reset the Surface Pro (volume+ and power buttons down for 15 seconds)
  • removed and reinserted the battery into the pen (only way I could think of turning it off and on again)
  • checked Windows Updates
  • checked for app updates via Windows Store
  • run the Surface Diagnostic Toolkit, no problems detected
  • tried with and without Settings → Devices → Pen & Windows Ink → Ignore touch input when I'm using my pen
  • set the correct hand I'm using from pen settings
  • tried in multiple different apps, including Surface app, Adobe Photoshop, Krita, Sketchable, Autodesk SketchBook and others — same problem everywhere
  • tried calibrating the pen (search "calibrate" from start menu and choose pen calibration), a dialog opens after choosing "Calibrate..." → "Pen input", asks for permission, and just makes a sound and closes after I grant permission, so I'm not sure if it's not working correctly, but nothing changed either way — tried to do this multiple times, rebooting in between, but doesn't seem to do anything
Surface | Surface Pro | Display and screen

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  1. Anonymous
    2019-11-07T04:29:04+00:00

    I think opening a support case is the best option.

    Where would I do that? I chatted with some bot and it eventually redirected me to a page to send the device in for repairs. I'd like to try have it checked out remotely first if possible, and see if it can be fixed without it being sent out.

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  2. Anonymous
    2019-11-07T11:14:53+00:00

    Are you near a physical retail Microsoft Store? If yes, it would be good if you

    could go there and test their display models. If those work as they should, then

    you know your Surface needs to be exchanged.

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  3. Anonymous
    2019-11-07T11:16:28+00:00

    It is unlikely to be something that can be seen remotely. You can PHONE support

    at

    https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers.

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  4. Anonymous
    2019-11-14T15:15:22+00:00

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  5. Anonymous
    2019-11-14T15:48:59+00:00

    That sounds like a similar problem. different in a few key ways, but it is encouraging to think that the likelihood of them being able to fix this is high. Hopefully we can get a response from Microsoft and an acknowledgement that there is a problem. Until then....

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