Surface Pro 4 - Phantom touch/Mouse keeping clicking the same place

Anonymous

Comments:

Those words were written in Dec 2015. Now the situation has changed. I keep the original words and add some updates at the end of this question.

I am nearly outrageous, Surface Pro 4 is definitely the product that have most bugs of every digital product I own.

With not waking up screen, timely not responding touch screen and pen unresolved, now I have a new problem.

The mouse (or the touch screen) would keeping clicking on the same place (namely, somewhere in the upper left corner)! Make me unable to do any operation. Whenever I need to move mouse to another place, it move back to the upper left corner and click again!

The only way to solve this is to restart the computer.

Please don't tell me to do a two button shutdown, I do this everyday, nothing improved. Now my Surface Pro 4 even can't work normally for 4 hours! From time to time, I have to restart it to use touch screen, to use the pen, to deal with the mad cursor. Not to mention that this machine basically doesn't have the ability to sleep. Who dare to let it sleep, if you get 70% chance unable to wake up?

Have you ever tested your product before launch?

I thought Microsoft was a reliable company before. Now I don't think so any more.

Update on 6/24/2016:

The one with phantom touches was replaced by Microsoft. That had been too serious and eventually a restart could not solve it. The new one works much better. Though phantom touches still exists when temperature is high. It is frustrating in gaming.

The latest driver seems to have some algorithm to block some phantom touches too. I suppose the old driver has this blocking algorithm too, but the old version driver was not stable enough.

This seems to be both a hardware problem and software problem. Every Surface Pro 4 has different phantom touches. Some better, some worse. The driver is supposed to block phantom touches if they are not too serious.

My personal recommendation: if you have updated to the latest driver and firmware and the phantom touches are still too serious, and a restart could not solve the problem, ask Microsoft to replace your machine, your hardware's problem is beyond the driver's ability.

The sleep problem and the display card driver has improved. They are much better than before, but still not perfectly solved. Now my Surface Pro 4 can stay up for about 2 days without display driver problem. The sleep still fails frequently.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

Hi there!

I have brand new Surface Pro 4 i5/4/128, that gets phantom touches in the exact same spot (slightly to the right of the centre of the screen) every few seconds.

I've tried:

recalibrating the display

doing a reset multiple times from the stock image, cloud image, and an image from the ms support page

doing a clean reinstall of Windows 10

zeroing the entire SSD and installing Windows 10 from an iso

The phantom touches start when the pen is paired with Windows. After that, disabling Bluetooth and unpairing the pen have no effect. Note that these are touches associated with that of a finger, i.e. it shows the translucent circle with a ripple in it. It is not falsely detecting pen touches.

The only workaround I've found so far is to disable devices (in device manager) that provide pen or touch input, only allowing one of the two input methods. But this almost makes the Surface a pointless device, so I'm stuck.

I've wasted so many hours and am completely at a loss as to what to do next, so thanks to anyone that has any suggestions as to how this could be fixed.

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Anonymous

Hello MKopacz ,

Thank you for reaching out to the Surface and sorry to hear you have some troubles with your Surface track pad. There are couple solutions listed in the website, please try them and let us know how it goes.

Kind regards,

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Anonymous

Hi wylht,

Thank you for sharing your experience with us on the community forum. We are sorry to hear that you have trouble using the touchscreen. Please see the following troubleshooting steps to see if there's something you have not tried.

Let us know how it goes.

Kind regards,

Clare

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Anonymous

CAAvdheshGarg,

Alternatively, you can download a Surface recovery media and reset your Surface.

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Anonymous

Hi all, we published an update on 7/14 that addresses this issue. Specifically...

Surface Pro 4 and Surface Book: This update increases overall stability and addresses issues in touch, pen ink, and barrel button eraser scenarios.

To check for updates now, go to Settings > Update & security > Windows Update, and select Check for updates.

After you restart your Surface, confirm the updates are installed. Go to Settings > Update & security > Windows Update, and then select Advanced options > View your update history.

For details on Surface updates, please check the Surface update history page.

If you experience any difficulty downloading or installing updates, please check the Trouble installing Surface and Windows updates article for assistance.

Hope this helps,

Greg

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Anonymous

Interesting Article with a new calibration tool. Will let you know how this one goes.

http://answers.microsoft.com/en-us/surface/forum/surfbook-surfperf/is-there-a-fix-for-surface-pro-4-or-surface-book/983a18de-339b-432a-aec3-9d3189d9697c

This is the tool ---> link https://support.microsoft.com/en-us/kb/3165497

So far so good at least.

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Anonymous

OTKOE,

Thanks for the update. At this point I suggest reaching out to our assisted support team.

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Anonymous

Since resetting the Surface did not resolve the issue we recommend that you contact our assisted support for further assistance.

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Anonymous

Try it with the keyboard cover off. I now always remove the keyboard from the SP4 while docked.

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Anonymous

Hi John,

I think that i found out what is the problem, but i need to make more tests.

My Surface is connected to an external monitor, so i keep the Surface upside down in my desk.

From the moment I turned the surface head up I did not even had this problem.

Another thing that i realize when is upside down is that the touch screen is very very hot.

Thanks for replying me

Best Regards

Marcos

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Anonymous

Thank you for reaching out to the Surface community and sorry to hear you have some troubles with your device. You mentioned that you have bought the device in the US and you are currently in India. There is a service center in all supported regions.

Please try the following troubleshooting steps and let us know if that addressed the issue.

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Anonymous

CK1183,

Thanks for your query and sorry to hear about your troubles. The first thing we suggest is to insure your Surface is fully up to date.

Please proceed to attach your Surface to the docking station and manually run Windows update. Ensure all updates found are properly installed.

Also, do you experience the same issue when using the Surface itself without any of the accessories?

What about when using the Surface keyboard without the dock?

Are you near a Microsoft store to test out a different docking station?

Please keep us posted.

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330 additional answers

Anonymous

2015-11-20T20:59:05+00:00

I am having an issue after the recent round of updates, I am noticing erratic behavior of windows that are open, Minimizing, closing, randomly opening help pages. It acts as those it is registering touches, I would estimate hundreds at a time, down the right side of the screen, when it happens the touch "spot" indicator can be seen flashing up and down the right side of the screen causing me to no longer be able to use the device. I have shut down, rebooted, locked the screen and while it will eventually stop, which is how I am able to create this post, it seems to start again after a while. I can usually go a few hours from first boot until this begins to happen.

I have tried re-calibrating the touchscreen, removing the Pro keyboard cover and using touch only, using the dock, not using the dock, connecting an extra monitor (touch and non-touch), and using a mouse. I am unfortunately at a loss, and any help would be useful.

Edit:

Also I was able to capture a few of these incidences with the Problem steps recorder, and you can see where it registers multiple "User touches" at the same time, even while I was creating this post.

Thank you.
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