Surface Pen or Multi-touch not working after Fall Creators update is installed on Surface Pro 4 or Surface Book

Anonymous
2017-10-20T17:33:35+00:00

After installing the new fall creator update, my surface pro 4 pen no longer writes, erases or interacts with the screen at all. All the buttons function normally. I used the Microsoft diagnostic trouble tree which had me replace batteries re-install the device, which did nothing. Is anyone else having this issue after the Fall Creator update installed, and if so do you have a solution? Thanks.

Surface | Accessories | Surface Pen

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
2017-12-08T02:31:30+00:00

Hi everyone,

Today, we released an update to the Intel® Precise Touch driver (Intel Corporation – HIDClass – 1.2.0.99). This driver resolves an issue where after Surface Pro 4 or Surface Book wakes from sleep, the touch driver will no longer respond to multi-touch input (like pinch to zoom) or the pen does not write.

We recommend that you install the latest updates to keep your Surface performing its best. You can get updates now by checking Settings > Update & Security > Windows Update.

You can find the details of the latest update on our Surface update history page.

Greg

Was this answer helpful?

20+ people found this answer helpful.
0 comments

260 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-10-31T14:21:32+00:00

    Does pinch to zoom fail as well when in this condition? others have found that

    going into device manager and disabling/enabling the "Intel(R) Precise Touch

    Device" in device manager made both the pen and the multi-touch work again. Open

    device manager,  Click on human interface devices to expand it and it should be

    near the bottom of the list.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2017-10-31T17:32:44+00:00

    Pinch and zoom did not work. I disabled and enable Intel graphics card and that did not help. Rebooted several times as well.. I did not try the "Intel(R) Precise Touch Device" method. I rolled back to previous update and my pen is working fine. 

    -Mike

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Anonymous
    2017-10-31T18:34:32+00:00

    Barb - I know you said you were working with an internal contact to bring this issue to the forefront.  Thank you for that!

    It seems that this happens each time there is a significant update to the Windows 10 OS.  I found some posts last night where similar problems happened with the Surface Book with the Anniversary Update.  Since I'm now beyond the date range to roll back from the Fall Creators Update, I tried a couple of the troubleshooting tips that appeared to work last year, including completely deleting the Intel Precise Touch Device driver.  Best I can tell, the thinking was that deleting the driver altogether would force the OS to reinstall with the default, pre-upgrade driver.  While this did work for me, doing a complete delete of the Intel driver seems to have automatically taken out my camera drivers as well. The system auto-reinstalled them, but I'm now left without Microsoft Hello as well ("Windows Hello is not available on this device").  So the lack of resolution to the Intel Precise Touch Device driver issue is now compounding my frustration (admittedly, this additional issue is due to my actions).

    Please keep pushing for a resolution!  

    Sean

    Was this answer helpful?

    0 comments
  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-10-31T18:48:29+00:00

    that IS the fix for now after installing the Fall Creators Update.

    >>I did not try the "Intel(R) Precise Touch Device" method.

    Was this answer helpful?

    0 comments