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

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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

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  1. Anonymous
    2017-11-11T18:08:44+00:00

    Hi Barb,

    Thanks for the tip.  I am using a standard user for most of my usage on this laptop, not an admin user.  Can I still just call up devmgmt.msc and use the 'right-click run as Administrator' option?  Next time it all goes wrong I'll give it a go.

    Thanks also for confirming that it isn't my imagination that it was connected to the Fall Creators Update.  I guess the more people who report it then the faster Microsoft will come out with a fix.

    Angus

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  2. Anonymous
    2017-11-11T16:32:43+00:00

    Team,

    This fix worked for me but I've had to do it twice. 

    Sincerely,

    Glen Atlas, MD

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-11-11T16:06:13+00:00

    This has impacted customers after installing the Fall Creators Update. Does pen

    fail to write 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. Less disruptive

    than restarting. And the problem will probably re-occur.

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

    should be near the bottom of the list. This is a temporary fix and the issue may

    return, but for now, it is the only work around. Engineering asked that anyone

    afflicted with this use the Feedback Hub App to send in a bug while in the bad

    state before disabling/re-enabling so that they can get the logs.

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  4. Anonymous
    2017-11-11T14:08:54+00:00

    Hello,

    Since installing the Creators Update I have noticed that if my Surface Book goes to sleep then *sometimes*, when it wakes up, the pinch zoom on the screen doesn't work and the pen doesn't work.  I never realised just how much I use the pinch zoom - it is such second nature - but I really notice when it doesn't work and it is damned annoying.

    I have looked this one up and have only found one (temporary) solution.  Some people have discovered that when you restart the laptop it comes good again.  My day-to-day user account is a standard account, not an administrator.  Troubleshooting tips from Microsoft suggested performing a clean boot. This works fine, but then re-enabling everything works fine too ... for a while.

    What I have noticed is that for me a restart doesn't work.  What I have to do is simply open MSConfig.  I get prompted for the admin password and then MSConfig opens.  Simply closing MSConfig again and restarting beings back my pinch zoom and pen functions.  I have not yet tried this with any other things which need admin privileges, but I will.

    This is most annoying and I would really love to know what it was within Creators Update which has broken my PC.  Does anybody have a better understanding of what is going on or what a more permanent fix may be?

    Looking forward to some good advice!

    Angus

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