Surface Pro 7 touchscreen stopped working after February 2020 firmware update

Anonymous
2020-02-13T05:08:03+00:00

After the recent firmware update, my Surface Pro 7's touchscreen stopped working. I have had this less than 2 months. any advice on how to fix would be greatly appreciated. I have attached a screenshot of my device manager showing an error with Surface ME, Surface UEFI and Intel(R) Precise Touch Device.

Surface | Surface Pro | Display and screen

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

49 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-06-16T08:57:06+00:00

    Hi. I have the identical problem. Literally device arrive yesterday. Worked fine out of the box. As you run the system updates, touch screen stops working. Several Firmware and HID code 10 errors show in Device Manager.

    Tried the Diagnostic Toolkit and all the standard recommended steps online / Microsoft forums. Touch screen does not work in UEFI.

    Factory reset the device and everything started running again as out-of-box but as soon as you run system updates, touch screen stops functioning and Code 10 errors in Device Manager.

    It is clearly not a hardware problem as device works perfectly when factory reset - something to do with updates.

    This is also not a slim pen problem. Before anyone suggests, also tried to manually update the drivers/firmware and that does not work.

    Poor customer experience and unbelievable that the problem stems from Microsoft own system updates. It's remarkable that 'Running system updates' is the proposed solution to the touch screen problem on the Microsoft forums when clearly it is the root cause.

    Unless someone at Microsoft can walk me through a fix, will be returning the device.

    Was this answer helpful?

    5 people found this answer helpful.
    0 comments
  2. Anonymous
    2020-03-06T20:25:46+00:00

    I have the same issue.

    Ultimately my issue was due to a hardware failure of the touch screen. It is unclear if the software update caused the failure or if it was purely coincidental. Microsoft replaced my device unfortunately with a used, refurbished unit. Even though i only had the device 32 days when the issue  occurred. Very poor customer experience. If the problem had occurred two days earlier, I would have received a new replacement but their service policies are not conductive to customer service exceptions. It is obvious that they got my money and were unwilling to just take care of the customer over just 2 days

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  3. Anonymous
    2020-03-06T20:16:27+00:00

    This did not fix the issue

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2020-03-06T20:07:36+00:00

    I have the same issue.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2020-02-16T03:50:27+00:00

    I've done all of this.  I clean reinstalled windows using a USB stick, and replicated the driver issue.  Except it's actually firmware, as UFEI mode has touchscreen disabled, as well.  Also camera isn't working in windows.  This is aggravating.  My computer's straight from the box.  Need a fix in the next 12 hours or I'm returning and will have to figure out another option.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments