Switching between pen and eraser does not function correctly — eraser mode still writes instead of erasing.

Hi @خالد محمد لطفي شعبان دعسان ,

Welcome to Microsoft Q&A Forum.

In order to assist you with more accuracy, could you provide me more information about your situation?

1. Are you using PowerPoint with a personal account (@gmail, @hotmail, @outlook.com...) or with a work or school managed by your organization?
2. Which PowerPoint version you're currently using?
3. Is the problem occurring with a particular PowerPoint file, or does it happen in all presentations?
4. Can you test the pen functionality in other apps (like OneNote) to see if the issue is isolated to PowerPoint?
5. Has the pen been tested on another device to see if this issue persists?

Once I have a clearer understanding of your current situation, I’ll be happy to assist you with greater accuracy. Please feel free to share any additional details you believe are relevant. Screenshots are especially helpful and much appreciated.

In the meantime, I recommend updating your PowerPoint app to the latest version. If it’s already up to date, try uninstalling and reinstalling the app.

You can restart the stylus if it is abnormal. To restart the stylus, perform the following steps.

1. On your tablet, go to Settings > Bluetooth > PAIRED DEVICES or Settings > More connections > NearLink > PAIRED DEVICES.
2. Touch the gear icon next to the stylus name, and touch UNPAIR.
3. Attach the M-Pencil stylus to the tablet or stylus charger for 5 seconds, and then remove the stylus. If the connection dialog box is displayed, skip it. Repeat this step for three times within 90 seconds and wait for 1 minute.
4. Attach the stylus to the tablet or stylus charger again. When the connection dialog box is displayed, touch CONNECT.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.  I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. 

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.  I'm looking forward to your reply. "

Hi @خالد محمد لطفي شعبان دعسان ,

Thanks so much for sharing the details of what you're experiencing.

Based on what you've described that the issue only affects a specific PowerPoint file and happens across multiple devices using the same stylus, it sounds like the cause is likely tied to the file itself or how the app is handling it, rather than a hardware issue.

To get things started, I suggest clearing PowerPoint’s cache to give the app a fresh start. You can do this by going to: Settings → Apps → PowerPoint → Storage → Clear cache

Just a quick note: please avoid tapping “Clear data” unless absolutely necessary, as that can reset the app entirely. Once you’ve done that, reopen PowerPoint and try using the file again.

If the issue is still there, here are a few additional steps that might help:

1. Toggle input modes manually

• Open the file and go to the Draw tab
• Tap Eraser, then Pen, then Eraser again
• If available, switch between Stroke Eraser and Point Eraser
• Turn off Draw with Finger (or Use finger to draw)
• Try erasing again with the stylus

2. Reset ink layers on affected slides

• Go to Home → Select → Select Objects (or long-press an ink stroke)
• Select and delete the ink
• Re-ink the slide using the pen, then test erasing again

3. Copy content into a new presentation

• Create a new deck and use Insert → Reuse Slides or copy slides individually
• Avoid copying slide masters, as they might carry over corrupted ink layers
• Test pen/eraser switching in the new file

4. Save the file in a clean format

• Use File → Save As and save it under a new name in .pptx format
• If the original file came from an older format or was converted (e.g., from PDF or image-heavy sources), this can help normalize ink objects

I know that sometimes the first steps don’t fully resolve the issue, but with your help and a bit more info, we can keep narrowing it down together. Please give these steps a try and let me know how it goes. I’m here to support you and happy to keep working through it with you.

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Hi @خالد محمد لطفي شعبان دعسان ,

Thank you for your effort and the detailed response.

Following a thorough review of your situation, this issue presents as a complex case open that required back-end logs for further troubleshoot. Given the nature of the problem and the troubleshoot you've already completed, the most effective next step is reach out to your IT admin to ask them to submit a support request through the Microsoft 365 Admin Center on your behalf. This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

I sincerely recommend them create a support ticket from Microsoft 365 Admin Center > Support > Help & Support.  

Microsoft also provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.  

I hope the information provided proves useful. Please proceed with the outlined steps and let me know whether they resolve the issue. If not, I’ll be glad to continue working with you to find a solution.

I genuinely appreciate your understanding and patience throughout this process. . Should you have any questions or need further assistance, feel free to reach out at any time.

I look forward to hearing from you.

If the answer is helpful, click "Accept Answer" and vote positively. If you have more questions about this answer, click "Comment".

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