Surface Pro 7 and Slim Pen Stop working

Apologies for the long post;

    After several days of searching for a solution to the Microsoft Pen Slim making the touch screen become nonresponsive on Surface Pro 3’s and 7’s I have found several threads on Microsoft’s help forums and Reddit of people having a similar issue with no resolutions. Listed below are the prescribed solutions from Microsoft’s help forums all of which did not have a lasting fix. Several other customers spoke to Microsoft’s customer service and had either their Surface Pros or Surface Pen Slim replaced multiple times with the problem continuing after receiving the new item. What is more concerning is that a couple of customers reported customer service agents insisting there was no issue with the compatibility of the Surface Pro and Pen Slim.

    A couple of users have identified a problem with the Intel(R) Precise Touch Device driver and Bluetooth. One user posted there was success with turning off Bluetooth as a temporary solution. In my person experience I have found that using the Pen Slim itself does not seem to be the issue due to my touch screen becoming nonresponsive just by having the pen connected and nearby. However, disconnecting the Microsoft Pen Slim altogether has remedied the issue. Other users have also expressed success by switching to a different or older model pen. This suggests the issue is with the Microsoft Pen Slim and it’s Bluetooth connection somehow forcing Intel(R) Precise Touch Device driver to stop responding. With how expensive the Microsoft Pen Slim is can we at least get an acknowledgement that Microsoft is aware of the issue and a firmware will be pushed out at some point in the near future to address it? (This post will be posted on all related threads)

“Crest_Z

• Moderator

Replied on July 24, 2020

Hi Billr288,

Thank you for reaching out Microsoft Community. We're sorry for the inconvenience this has caused you.

When there's Windows update available, the update is actually not for all the drivers on your Surface device so that's the reason why some of the drivers are outdated. To troubleshoot this issue, I'd like you to unpair the pen and re-pair it again. You can also check this link>> https://support.microsoft.com/en-us/help/4023523/surface-troubleshoot-microsoft-surface-pen for reference. If the pen's still not working, kindly try to use your finger and check if you would be able to write on sketchpad or apps that you usually utilize when using the pen. 

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

Kind Regards,

Crest_Z

Marrion_Y

• Microsoft Agent

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• Moderator

Replied on June 29, 2020

Hi Jane.Br,

Thank you for reaching out to Microsoft Community.

I'm not sure what could have caused the issue but does it happen on a specific app? Or just random like whatever app you are using on the Surface Book 3?

Please run these steps on your Surface Book 3 and observe if still the issue persist:

1: RunSurface Diagnostic Toolkitand checkWindows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                               Go to Download driver and firmware for Surface, choose Surface Book 3 then click Download on the next page.

                               Choose the .msi file that matches your current OS Build and click Next.

                               After downloading, run and install the .msi then Restart.

3: RunSystem File Checker Tool in Windows 10

4: Uninstall/Re-install drivers

                               While the Surface Pen is paired on your Surface Book 3, open Device Manager.

                               Click Viewon top and check Show hidden devices

                               Expand Human Interface Devices > HID-compliant pen > Uninstall device

                                                                                              Surface pen settings > Uninstall device

Surface pen integration > Uninstall device

HID-Compliant touch screen > Uninstall device

                                                                                              Intel (R) Precise Touch Device> Uninstall device

Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.

                                Expand Firmware > Surface touch> Uninstall device

Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.

                                Expand System devices > Surface pen pairing> Uninstall device

Surface Touch Servicing ML> Uninstall device

                                Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.

                               Restart

                               After Restart, check in Settings > Devices, if the Surface Pen is still paired on the device

                              If it is still paired, Removed and Add the Surface Pen again.

f this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

StevenK_M

• Microsoft Agent

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• Moderator

Replied on January 5, 2021

Hello SerrenHollingsworth,

Thanks for reaching out Microsoft Community and posting your concern here. We're sorry to learn that you're having an issue with your device and pen.

In this case, if you think the pen is interfering the touchscreen functionality of your device, I'd suggest to adjust or calibrate the pressure settings of your pen. To check your cursor, handwriting, and top button settings, go to Start  > Settings  > Devices  > Pen & Windows Ink.To check your pen pressure settings, open theSurface appand select thePen tab to adjust it. Adjust and calibrate your pen at your own preference and after, observe how the touchscreen behaves.

Hope this helps.

StevenK

StevenK_M

• Microsoft Agent

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• Moderator

Replied on December 7, 2020

Hello DCSQB,

Thanks for reaching out Microsoft Community and posting your concern here. We really apologize for the inconvenience this has caused you.

In this case, try to check if the issue is present in UEFI. See How to get to the UEFI settings on a Surface for more details. Once you're in the UEFI, thoroughly test the touchscreen. If the issue is present, then we know it could be potentially related to a hardware issue.

For further assistance, kindly contact Microsoft Surface Support to seek options for your device. If you're located outside United States, see Global Support.

Kind regards,

StevenK

Crest_Z

• Moderator

Replied on March 15, 2020

Hi Torn To Thorns,

Thank you for reaching out Microsoft Community. We apologize for the inconvenience this has caused you.

The Surface Slim Pen doesn't need to be paired to get it to write simply because of the touch functionality your Surface device is capable of. Can you maximize and minimize the screen of an app using your finger? If you can, then, that confirms that there's nothing wrong with the touch drivers, so what I can highly suggest is to contact support for replacement options since you have mentioned that you already followed all the Microsoft tips on Youtube.

If this answers your question, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you still need further assistance. I am always here to help.

Kind Regards,

Crest_Z”

I just recently purchased the Surface Pro 7 and Slim pen. I am on the third one as I have returned them and gotten a new one due to the touch screen not working. It works fine for a little while then in the middle of editing pictures or using the slim pen the touch screen and pen both stop working. I have done all of the suggested tips (Uninstalling drivers, reinstalling them, etc) and after restarting the Surface Pro 7 they work for awhile and then I'm back to having to restart to get them to work again. I am assuming now it is something with the surface slim pen interfering with the touch screen since I have been through three Pro 7s and not all of them can be messed up. Is there a way to fix this permanently without having to constantly restart my device?

I am a professional photographer and this is seriously messing with my work flow. I can not keep restarting my device every 15 to 30 minutes to get the screen and pen working again. My next step is to return both items and switch completely away from the Surfaces. I don't want to as I have had my Surface Pro 3 for years and love it but it crashed and I had to upgrade. Can anyone tell me what to try to get this issue corrected?

II have the same surface pro 7 and slim pen. this issue is happening to me to. I am really upset that theses expensive products are not working right

FYI- used old surface pen the whole day and it still works. At least I have a pen that works.

microsoft support finally sent me a poor response: telling me the slim pen is compatible and sent me a link to their homepage saying it is...not very helpful

oh well, at least the older pen works

I was able to return slim pen as its only been a few days and now have the original surface pen.

So far i have used the original surface pen for 2.5 hours now and it is still working which is already better than the slim crashing it every 10 minutes or intially an hour

crossing fingers that the original surface pen continues to work.

From what I understand, the original pen made for SP7 works just fine with no issues but I've not been able to test that pen out yet.