Surface Pro 7 touchscreen stopped working after February 2020 firmware update

Hello, 

So, I have texted you MS Support team a while back about the touch screen becomes unresponsive all of a sudden. My SP7 was brand new. All recommendations given by them were followed and were not successful in resolving the issue. However, I noticed when I used my stylus the screen touch becomes unresponsive. When I don’t use the stylus, the issue never happen. The stylus I used to use was the Slim Pen. So, I bought the surface pen and the device is working properly and the issue doesn’t happen anymore. 

I thought I would share this so you could spread the word or test if this has only happened to me or other customers have faced the same issue. 

Best,

Hello.

I bought my Surface Pro 7 less than a month ago, up to date with firmware and software updates, Windows 10 Pro version 20H2 build 19042.867. Today I noticed the touchscreen feature is not working, not even with the UEFI screen. I tried several solutions I found, but nothing worked. Finaly I think I can say that it is not a hardware issue, but a software one.

The touchscreen comes back to life when I uninstall both "HID compliant touch screen" and "Intel Precise Touch Device" drivers and reboot.

However the touch stop working 5, 10, 20 or more minutes after rebooting. I can't find a pattern to confirm what causes it to stop working again, sometimes plugging/unplugging the Surface Dock also affected, but not every time.

I hope this helps other people, at least temporarilly.

Regards.

Hi Muadibe83,

Thank you for yor response.

Please try to Uninstall those drivers having the error. Right-click on them then hit Uninstall device. Note that if you will be prompted for the option to Delete the driver software for this device, leave the box unchecked. Restart then the Surface.

If the issue still persist, please try to boot the device to the UEFI screen and check if the issue is still present on the UEFI screen. Check this page for the steps on How to get to the UEFI settings. Once you are in the UEFI, try selecting options to identify if the touchscreen is also not working. This is for us to isolate if the issue is a hardware or software issue.

If the issue is present on the UEFI screen, this could be a hardware issue already and we suggest that you Contact Support to check for replacement options.

If the issue is not present on the UEFI screen, we suggest that you proceed in doing a Reset on the device using a USB Recovery Image. This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device so you might need to back up your files first. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below.

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

Kind Regards,

Marrion Y.

Hi Muadibe83,

Thank you for reaching out to Microsoft Community.

Please try these steps to troubleshoot the issue:

1: RunSurface Diagnostic Toolkit and check Windows Update

2: Manually updatedrivers 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 Pro 7 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.

If 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.

I followed the steps you provided, unfortunately, it did not fix my issue. is there anything else I can try?

Hi Muadibe83,

Thank you for reaching out to Microsoft Community.

Please try these steps to troubleshoot the issue:

1: RunSurface Diagnostic Toolkit and check Windows Update

2: Manually updatedrivers 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 Pro 7 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.

If 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.