Surface Pro 3 Touch Controller Firmware

Anonymous
2014-07-02T17:10:48+00:00

Surface Pro Touch Controller Firmware has triangle in device manager after firmware update

Have tried to reload/update/reset/refresh, no luck. in device manager, I am getting this in device status:

"The device cannot work properly until you restart your computer.(Code 14)."

I restart, several times no luck

Rich

Surface | Surface Pro | Install and update

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.

0 comments
Answer accepted by question author
Anonymous
2014-07-15T00:54:11+00:00

Hello RichardN.

Thank you.  I'd like to go over the possibilities one more time with you, just to see if I have missed anything.

When did this start?  Did you initially have touch capability?  Was a particular app or software installed prior to touch discontinuing?

Is the Pen also affected, or are you able to use Pen input?

You have tried all the steps in the Touchscreen Troubleshooting?  Particularly, Resetting Calibration and doing a Two Button Shutdown.

Have you attempted uninstalling the banged out driver, followed by a restart?

After Refreshing/Resetting, do you get any response from the touchscreen prior to installing

updates and any additional software?  Be sure to install updates, restarting between layers even if not prompted to do so.  Restart twice after the last update is installed.  If touch functions up until installing a particular app or program, try uninstalling it to see if function returns.

If none of this is able to return touch functionality, please contact your retailer or Support.  You can contact Support Here or Here.

Best regards

I have sent back my Surface 3.  When I received the device, it worked, after an update is did not work.

Tried all the normal procedures to replace a bad driver and still no results.

Even after refreshing the device no touch screen.

Rich

Was this answer helpful?

8 people found this answer helpful.
0 comments
Answer accepted by question author
Anonymous
2014-07-30T18:07:51+00:00

Hi XinGao,

Thank you for reaching out to the Microsoft Community! We appreciate the time you have taken to consult this issue with us. I’m sorry to hear your touch screen stopped responding after the update. I can certainly imagine your concern so please know, we will do our best to guide you towards the best possible solution!

In order to better assist you we will need more details:

  • Have you tried uninstalling and reinstalling the drivers?
  • Even though you mention this happened after the update, please make sure all and latest Windows updatesare installed.
  • Additionally, if the touchscreen doesn’t respond correctly to touch, 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

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

If after Refreshing your Surface the problem persists as Barb Bowman suggests, please contact our Technical Support team.

You can contact them by visiting our Self Service Center here or contact support here.

Keep us posted, we are always here to help!

Cheers,

Was this answer helpful?

3 people found this answer helpful.
0 comments

48 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2014-08-19T17:01:14+00:00

    Need a solution for this as well.  After installing required firmware and OS updates, the tablet's touchscreen is effectively dead.  This is a brand new unit that we've had for a grand total of 1 hour.

    Edit:

    To make clear:

    1)  I've restored the machine - twice

    2)  I've tried updating the driver manually as notated above

    3)  I've uninstalled the driver (Device Mgr won't pick up the device)

    4)  I've checked the registry as another thread suggested with regards to missing Dwords for TouchGate

    This is crazy that the firmware slipped through QA and there is very little to no info coming from MS; I'm not talking about Tier 1 Support that don't fully understand the issue.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2014-10-31T14:51:05+00:00

    Hi MarcStone,

    Thank you for the reply. We are sorry to hear you are not able to use your Pro 3 touchscreen. We appreciate you have tried many troubleshooting steps and we understand this is a frustrating situation for you. Because the steps did not resolve the issue for you, we suggest reaching out to our assisted support.

    Best Wishes,

    Clare

    Was this answer helpful?

    0 comments
  3. Anonymous
    2014-11-13T18:54:14+00:00

    After spending some 12 hours troubleshooting this (I had tried everything described here and dozens of other threads) it came to my mind that it had to be different hardware versions of the controller "device". It's not uncommon for OEMs to do minor revisions or upgrades of internal hardware without actually releasing them as a new/upgraded product.

    Below is a screenshot of a Surface Pro 3 fully updated as of 2014-11-13 19:00, albeit failed Surface Pro Touch Controller Firmware. The Machine Device-ID ends with 1A31A36 (the text before refers to the actual controller device). And yes it's a swedish system.

    Below is a screenshot of a different Surface Pro 3 with the same problem, only just moments ago Reset:

    It currently has no active driver: "No drivers was needed or have been initiated for this device"

    Reason being of course that the Surface Pro 3 was released before the docking station was available, but the firmware was there anyways.

    Our problem is that the touch freaks-out and Right mouse clicks (not touch, there's a difference) when the device is attached to the docking station. If we unplug it, the touch experience is as normal again.

    A different Surface Pro 3 that we have has 1AA1B42as Machine Device-ID revision number. Everything works perfectly with this device.

    Currently with the Microsoft support to have the two Surfaces Pro 3's replaced. Kind of hard for me to sell to management that we still should use Surface Pro 3's instead of Dell Laptops atm..

    Hope MS delivers an update soon so a whole lot Surfaces just doesn't break.

    Was this answer helpful?

    0 comments