Screen freezes and random 'touch dots' appear at top

I tried that to no avail.  I had to return the unit to the store.  got to the point where everything on the screen was shaking and zooming in and out.  crazy....

Greetings Jbrown9100,

Sorry to hear about your experience. Please contact Surface Technical Support.

Hi,

To resolve your issue with the touchscreen, we highly suggest that you contact your device manufacturer for further assistance with the touchscreen calibration.

Regards.

PRDuval,

Sorry for the troubles with your Surface. Rest assured, we'll do our best and help.

While going over your post, I've noticed that you mentioned having tried  soft reload and hard reload to no avail.

Would you consider a full reset of the device?

Please let us know.

Hi LuvSurface,

Thank you for sharing your experience with us. Based on the information your provide, we will suggest reaching out to our assisted support for further assistance.

Kind regards,

Clare

Hello DrNdy-k,

If these steps are not working, you should contact our Assisted Support team. You can contact them through this site.

Please let us know what they tell you.

Best Wishes,

Zack_T

Hello DrNdy-K,

Thanks for contacting us with your question about phantom touches on your Surface RT. I'll do what I can to help you with this issue.

We would like you to try the following steps as an attempt to resolve this issue. These are known to resolve most issues with the touchscreen:

• Solution 1: Clean the screen
• Solution 2: Reset touchscreen calibration
• Solution 3: Install the latest updates
• Solution 4: Two button shutdown (Surface Pro only)
• Solution 5: Restore, refresh, or reset Surface

This guide has more information about these steps.

Let us know if these work for your issue. If not, we will seek other possible solutions.

Best Wishes,

Zack_T

Hi NinaBijedic,

Thank you for visiting the Microsoft Community with your question! I appreciate the time you have taken to post this issue in our forums. I’m sorry to learn that the touchscreen on your Surface is not functioning properly. I can definitely see how this is an inconvenience, especially while living in a different country where is more difficult to reach Support. I would like to do my best to help and guide you in the right direction!

First and foremost, please make sure you have all and latest Windows updates installed. Below, please find the instructions on how to perform the updates (if you are able to navigate your Surface using your type cover)

• Install Surface and Windows updates

If the touchscreen doesn’t respond correctly to touch—if some gestures don’t work, the charms don’t appear when you swipe in from the right, or if the touchscreen responds slowly or not at all—try these solutions:

• Surface touchscreen: problems with touch
• Before you begin
• Solution 1: Clean the screen
• Solution 2: Reset touchscreen calibration
• Solution 3: Install the latest updates
• Solution 4: Two button shutdown (Surface Pro only)
• Solution 5: Restore, refresh, or reset Surface

Also, have you tried updating or/and uninstalling and reinstalling the Touch drivers? If not, here is how:

1. From the Desktop, swipe from the right and select Settings.
2. Select Control Panel.
3. Select Device Manager.
4. Select Surface Pro Touch Controller Firmware.
5. Select the tab under Driver
6. Select Update Driver Software.
7. Select “Browse my computer for driver software”.
8. Select "Let me pick from a list of device drivers on my computer"
9. Select Surface Pro Touch Controller Firmware.
10. Select Next
11. Let the install finish.
12. Restart your Surface.

If after the issue persists, please repeat the steps from 1-6 and click Uninstall, then restart your Surface and allow Windows to reinstall the driver.

***Please DO NOT check the box saying "Delete the driver software for this device"***

Please note, if none of the above steps work, it is recommended you Refresh your Surface as shown here:

• Refresh or reset Surface RT or Surface 2

In this case, since you are not in a release or supported area, our standard options are not available to you.

Here are two things you can try.

1. You can contact the Microsoft Store from which you purchased your Surface device and request a return, but please know, the return will be entirely under that store’s discretion.
2. Another option would be to send your Surface to someone located in a supported country (USA, Canada or Mexico), and have them facilitate an exchange for you.

Additionally, I am including the links to reach our Technical Support team and Customer Service.

Surface Online Service Center here

Contact us page **here**

Global Customer Service phone numbers here

We hope this information is useful, if you have any other questions or concerns, don’t hesitate to ask!

We are here to help!

Best Wishes,

Hi Kah Ee,

We appreciate your kind and prompt reply!

In the following support article, you will find detailed instructions on how to "Reset the touchscreen calibration":

• Surface touchscreen: problems with touch

I after following the steps provided in the above support article, the problem persists, we highly recommend you contact our **Support Desk** in Singapore, especially if you don't want to perform a Refresh/Reset on your Surface.

We hope this information is useful. Keep us posted!!

Best Wishes,

Hi Kah Ee, 

Welcome to the community and thank you for bringing this question to us. I understand that your device has a serious touchscreen problem. I apologize for your unpleasant experiences and I'm here to help you get your device back to normal. 

Firs, if you have a Surface Cover or a mouse and you can navigate in the OS using them, I'd suggest trying the following troubleshooting:  

• Solution 1: Clean the screen
• Solution 2: Reset touchscreen calibration
• Solution 3: Install the latest updates
• Solution 5: Restore, refresh, or reset Surface

In addition, you can also contact our Support Desk in Singapore. 

Let us know if you have further questions or concerns. We are always happy to help. 

Best Wishes, 

Clare

Thanks for the response, but the problem somehow just fixed itself. I haven't noted any glitch since the morning after my post. For future references, the glitch does not happen when switching the screen off for a few seconds. Otherwise, any method of waking up the screen, whether the device is charging or not, would cause the problem.

Greetings,

Please contact Surface Technical Support.

Greetings all,

If you are experiencing erratic behavior with your Surface screen, please contact Surface Technical Support.

Hello adamhill0

Sorry to hear you are having trouble with cursor movement on your Surface RT.

Can you correlate this with any particular app or function?  Does this happen more often with a Touch / Type Cover or with using the Touchscreen?

Does a full shutdown and start help?  Considered a Refresh?

If doing a refresh doesn't help, please reach out to our assisted support.

Let us know.

Best regards

Greetings Meion,

Sorry to hear about your experience. Please contact Surface Technical Support.

Greetings Randy,

Sorry to hear about your Surface. With the information you have provided, please contact Surface Technical Support for warranty, or contact the retailer that you purchased your Surface from.

The screen thinks that i am trying to open/move things, so its constantly expanding/shrinking the tiles.  A colleague has said that he believes the touch screen to be faulty and i need to return the device via the retailer that i got it from?

Regards

Nigel

Hello NigelHutchinson,

I think for this issue you'd want to run Refresh, if that didn't resolve it run a Reset, if that didn't resolve it then return the Surface.

Try cleaning your screen. I believe I read somewhere that fat smudges can register as a touch command.

Hello sirgrant618,

Sorry to hear that the update did not resolve your issue.

Replacing the unit seems to be the next step and as you stated you can get the unit replaced at your nearest MS store.

Please let me know if you have nay other questions or concerns.

Thanks!

Greetings Michael,

Sorry to hear about your Surface. I would suggest doing as Merill did, and put your Surface in for an Exchange if its under the warranty or a repair. You can do this yourself here: http://myservice.surface.com or by contacting our Technical support team here: http://www.microsoft.com/surface/support/contact-us/.

Hi Liangshux.

I am sorry for your troubles.  I would agree with the Hong Kong support team and recommend a replacement, as that is not the intended user experience.

For a replacement:

1. You can file a service order yourself by visiting our Online Service Center, or
2. Chat with one of our Answer Techs at the Answer Desk.

Again my apologies for the inconvenience. Please let me know if you have any further questions.