Surface Pro 7 touchscreen unresponsive - windows 11


alexnesbitt

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Hi All,

I posted some feedback to Microsoft on this but wanted to see if anyone else was experiencing the same issue of the touch screen (and the pen) on the Surface Pro 7 becoming unresponsive without any clear indication as to the cause. Keyboard and touchpad are working fine.

I was hoping this would be resolved with the various fixes that are getting released but now I see W11 will be available "outside" of the insider program, perhaps this isn't a problem for others?

I am on the Beta channel running W11 version 21H2 (OS Build 22000.168)

Thanks in advance for your assistance,
Alex
 
Windows Build/Version
Windows 11 version 21H2 (OS Build 22000.168)

My Computer

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    Windows 11
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    Microsoft Surface Pro 7
    CPU
    i7-1065G7 @ 1.30Ghz
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    Surface Pro 7
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    16GB DDR4
    Graphics Card(s)
    Intel Iris Plus graphics

Dru2

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Hi alexnesbitt, Welcome to eleven forums :)

Anyway, I'm on the Dev version (22454.1000) of Windows 11 Pro on a Lenovo laptop with touchscreen and pen no issues here. Both touchscreen and pen work without hesitation or issue. I just tested this prior to posting so at this moment no issues.

Screenshot-2021-09-10-135712.jpg

No idea here as to why your Surface Pro 7 is having issues.
 
Last edited:

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SlicEnDicE

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I was also on 22000.xxx and touch screen + pen worked great for me on my laptop (see my computers) connected to an external Lenovo USB-C Display (also listed in My Computers).

Right now I am on build 22454.1000 (dev channel) and the same display is working flawlessly.

Have you checked in Device Manager that all the drivers are installed and running correctly?
 

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    Windows 11 Pro build 10.0.25145.1011 (Dev Channel)
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    Lenovo A485
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    Ryzen 7 2700U Pro
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    Lenovo
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    32GB
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    iGPU Vega 10
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wynterthecat

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Try cleaning the display and the nib of the pen with a lens cleaning wipe. Debris built up on the display can interfere with the digitizer's interpretation of where your finger(s)/pen is. It's also worth considering if thermal throttling is taking place. I work on highway construction and in my first couple days owning the SP7 I've noticed that the cursor becomes quite unresponsive at times when the unit is warm. Holding it up to the AC in my truck tends to make it somewhat more responsive. Behold the critical flaw of passive cooling.

I'll have to evaluate further if thermals are really the cause (at least in my own case).

Edit: I was USB-C PD charging my SP7 via a relatively low power charger with my phone when I was experiencing the slowness. Unplugging it made an instant improvement... Interference?
 

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soh

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I am having similar symptoms. When I reboot, the system works fine; however, after the system suspends (e.g. after keyboard cover closed), the touchscreen and surface pen stops working.

Interestingly, the pen's top button still works (not on the screen but clicking). This tells me the pen is working, but the touchscreen is the problem

I tried reinstalling the device following this page without success: What to try if your Surface touchscreen doesn't work

Here are the specs of my system:

Windows 11 Home
10.0.22000 build 22000

Device name: Surface
Serial number: 059706194653
Surface model: Surface Pro 7 Model 1866 i5
Version Information
SAM: 14.418.139.0
UEFI: 9.107.140.0
Touch driver: 3.321.139.0
Wi-Fi driver: 22.40.0.7
 

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Talisman39

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Sounds like we're having a similar problem Soh. I've got a Surface Pro 7 with i7, and started on the insider builds as soon as they became available. After the 2nd or 3rd one I started having the problem where the touchscreen would stop working after the device resumed from sleep. Rebooting would fix it, but then it would become problematic again as soon as it slept.

Strangely, the Windows Hello Face also stops working at the same time. Do you have that issue too?

I tried doing a Reset (which reset it to 11 rather than Windows 10 as I was expecting), but that didn't help. So then I went more drastic and did a clean install of 10 using a USB made with the Media Creation Tool. Touchscreen then worked fine (in win 10) but the Face Hello would not work at all, got a message saying it was unavailable in Settings. I tried all the different ways to try and fix this I could find, none worked. I did a chat with Microsoft support and they had me do a Recovery install using a USB (more thorough than Clean Install, which seems weird). That finally did the trick, and Face Hello and touchscreen both working great in Windows 10 again.

So...then re-enrolled in Insider (beta)... and right back where I started: As soon as device sleeps the Face login and touchscreen stop working. Very frustrating. I can manage without the face login but the primary reason for me to pick up the SP7 is to use the touchscreen, so super annoying to have to reboot every time.

One other thing: I noticed in Windows 10 that the SP7 would go into hibernation really quickly, after just a couple of hours. On Windows 10 it would sleep overnight with almost no battery drain and be ready immediately in the morning (this behavior came back after I re-installed 10). It seems like there's a cluster of sort-of-related things going on here that may have a common cause but I can't put my finger on what it would be.

If anyone has any ideas on how to fix this would definitely appreciate it! I've posted about this multiple times in the Feedback Hub, have not heard anything back.
 

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Talisman39

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OK @soh I was futzing around more today and accidentally discovered a solution to my problem at least, see if it works for you.
1. Wake the device up using the power button. For me, the Hello camera won't activate. If I were to proceed from this point then neither the face recognition nor the touchscreen will work (if I get past the login using PIN instead)
2. Momentarily close the cover and then immediately open it up again
3. The face recognition sensors should kick on and log in
4. Once logged in, the touchscreen will now work

Sometimes it takes me a couple of goes. Give it a try!
 

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  • OS
    Windows 11

SlicEnDicE

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Yes, it is very possible it is simply just a power state issue, which is very normal with beta builds and certain device drivers.
 

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    Windows 11 Pro build 10.0.25145.1011 (Dev Channel)
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    Lenovo A485
    CPU
    Ryzen 7 2700U Pro
    Motherboard
    Lenovo
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    32GB
    Graphics Card(s)
    iGPU Vega 10
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    Realtek
    Monitor(s) Displays
    14" FHD (built-in) + 14" Lenovo Thinkvision M14t (touch+pen) + 32" Asus PB328
    Screen Resolution
    FHD + FHD + 1440p
    Hard Drives
    Intel 660p m.2 nVME PCIe3.0 x2 512GB
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    Thinkpad
    Mouse
    Logitech MX Master 2S
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    600/300Mbit
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    SecureBoot: Enabled
    TPM2.0: Enabled
    AMD-V: Enabled
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    HVCI: Enabled
  • Operating System
    Windows 10 Pro
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    i7-7700k @4.8GHz
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    Asus PRIME Z270-A
    Memory
    32GB 2x16GB 2133MHz CL15
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NobleEgg

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OK @soh I was futzing around more today and accidentally discovered a solution to my problem at least, see if it works for you.
1. Wake the device up using the power button. For me, the Hello camera won't activate. If I were to proceed from this point then neither the face recognition nor the touchscreen will work (if I get past the login using PIN instead)
2. Momentarily close the cover and then immediately open it up again
3. The face recognition sensors should kick on and log in
4. Once logged in, the touchscreen will now work

Sometimes it takes me a couple of goes. Give it a try!
I made an account just to say I have been having the same problems since the beta. I reinstalled via USB as a clean install (with the final build that was just released). Still have the problem.

And this trick worked. Still sucks to have to do this every time... but hopefully a real fix is out there? Trying to send feedback to MS seems.. futile.
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    Tablet
    Manufacturer/Model
    Surface Pro 7
    CPU
    i5
    Memory
    8GB

Ovideo

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Exactly the same problem here on my Surface Pro 7 with the Windows 11 RTM build that was released yesterday (21H2 22000.194). I will try the trick with closing and reopening the type cover. Hope Microsoft will release a fix for this asap....
 

My Computer

System One

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    Windows 11
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    Microsoft Surface Pro 7
    CPU
    i3
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    4 Gb

SlicEnDicE

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I remember having similar sleep issues with Windows 10 on all my devices years ago. Not entirely sure if the issue is in UEFI firmware, Windows, drivers or the actual hardware.

After sleep for some reason, USB devices did not want to wake up properly, rendering my mouse and KB useless. Haven't had this issue in a very long time though.
 

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    Windows 11 Pro build 10.0.25145.1011 (Dev Channel)
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    Lenovo A485
    CPU
    Ryzen 7 2700U Pro
    Motherboard
    Lenovo
    Memory
    32GB
    Graphics Card(s)
    iGPU Vega 10
    Sound Card
    Realtek
    Monitor(s) Displays
    14" FHD (built-in) + 14" Lenovo Thinkvision M14t (touch+pen) + 32" Asus PB328
    Screen Resolution
    FHD + FHD + 1440p
    Hard Drives
    Intel 660p m.2 nVME PCIe3.0 x2 512GB
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    65W
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    AMD-V: Enabled
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    HVCI: Enabled
  • Operating System
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    i7-7700k @4.8GHz
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    Asus PRIME Z270-A
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danielg

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Windows 10 / Windows 11
Same here, thought about reinstalling Windows 11, but might just have to wait for lazy Microsoft to fix it.
Can't believe we have these problems with both OS and Device being from the same company😒
Thanks for the tip with the cover that worked.

To their defense, they haven't recommended Windows 11 on SP7 yet, as they haven't made the Update available via the official Windows Update thing.
 

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sfabris

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At least I'm not alone :)
Thanks for the trick.
 

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    Windows 11
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    Microsoft Surface Pro 7

nemach

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Windows 11
OK @soh I was futzing around more today and accidentally discovered a solution to my problem at least, see if it works for you.
1. Wake the device up using the power button. For me, the Hello camera won't activate. If I were to proceed from this point then neither the face recognition nor the touchscreen will work (if I get past the login using PIN instead)
2. Momentarily close the cover and then immediately open it up again
3. The face recognition sensors should kick on and log in
4. Once logged in, the touchscreen will now work

Sometimes it takes me a couple of goes. Give it a try!

This trick worked for me on my Surface Pro 7 i7 too. Thanks!
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    Tablet
    Manufacturer/Model
    Microsoft Surface Pro 7

TraderGary

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My Computers System Two is also a Surface Pro 7.

When I purchased both of my current computers this year, I opted out of the Insider Program because of beta build problems. I need for my two computers to work reliably and that just wasn't the case with the Insider Program.

Bottom line is that I've not had any problems whatsoever with either of my systems on release Windows 10 or release Windows 11.

TraderGary
 

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Uri

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Windows 11
I've the same problem with Win 11 on Surface Pro 7. The only way to regain the touch screen is reboot.
 

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  • OS
    Windows 11

spapakons

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Windows 11 Pro 21H2 64-bit (build 22000.739)
I'm not sure about Windows 11, but I have seen in Windows 10 that if you update the drivers through Windows Update or other tool on a tablet you lose the touch functionality and might also lose audio, sensor or other feature. The remedy is to install the chipset (platform) drivers directly from the manufacturer. If I recall correctly, Microsoft just provides a single installation for all drivers, download and install that. Then use the Windows Update Show/Hide Tool to hide (block) any driver updates. No matter what Microsoft's site says, it works in all Windows 10 builds and Windows 11. I tested it myself.
 

My Computers

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  • OS
    Windows 11 Pro 21H2 64-bit (build 22000.739)
    Computer type
    Laptop
    Manufacturer/Model
    Acer Extensa 5630EZ
    CPU
    Mobile DualCore Intel Core 2 Duo T7250, 2000 MHz
    Motherboard
    Acer Extensa 5630
    Memory
    4GB
    Graphics Card(s)
    Mobile Intel(R) GMA 4500M (Mobile 4 series)
    Sound Card
    Realtek ALC268 @ Intel 82801IB ICH9 - High Definition Audio Controller
    Monitor(s) Displays
    1
    Screen Resolution
    1280x800
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    Samsung SSD 850 EVO 250GB SATA Device (250 GB, SATA-III)
    Internet Speed
    VDSL 50 Mbps
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    MICROSOFT EDGE
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    WINDOWS DEFENDER
    Other Info
    Legacy MBR installation, no TPM, no Secure Boot, no WDDM 2.0 graphics drivers, cannot get more unsupported ;) This is only my test laptop. I had installed Windows 11 here before upgrading my main PC. For my main PC I use everyday see my 2nd system specs.
  • Operating System
    Windows 11 Pro v21H2 (build 22000.739)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom-built PC
    CPU
    Intel Core-i7 3770 3.40GHz s1155 (3rd generation)
    Motherboard
    Asus P8H61 s1155 ATX
    Memory
    2x Kingston Hyper-X Blu 8GB DDR3-1600
    Graphics card(s)
    Asus GT620-1GD3 (nVidia GeForce GT 620 1GB DDR3)
    Sound Card
    Realtek HD audio (ALC887)
    Monitor(s) Displays
    Sony Bravia KDL-19L4000 19" LCD TV via VGA
    Screen Resolution
    1440x900 32-bit 60Hz
    Hard Drives
    Patriot Burst Elite 480GB SSD as system disk, Western Digital Caviar Purple 4TB SATA III (WD40PURZ) as second
    PSU
    Thermaltake Litepower RGB 550W Full Wired
    Case
    SUPERCASE MIDI-TOWER
    Cooling
    Stock Intel CPU Fan, 1x 8cm fan at the back
    Mouse
    Sunnyline OptiEye PS/2
    Keyboard
    Mitsumi 101-key PS/2
    Internet Speed
    100Mbps
    Browser
    Microsoft Edge, Mozilla Firefox
    Antivirus
    Microsoft Windows Defender
    Other Info
    Legacy BIOS (MBR) installation, no TPM, no Secure Boot, WDDM 2.3 graphics drivers, WEI score 5.1

MarkC

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Win11
Installed Final release Win11 yesterday and this problem occurs. Even had an update today, but still touch screen unresponsive.
 

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    Win11

TraderGary

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Installed Final release Win11 yesterday and this problem occurs. Even had an update today, but still touch screen unresponsive.
Mark, welcome to ElevenForum, and please tap on "My Computer" on the lower left and fill out your computer data so we know what you have.
 

My Computer

System One

  • OS
    Windows 11 Pro
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    Laptop
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    Dell XPS 15 9510 OLED
    CPU
    11th Gen i9 -11900H
    Memory
    32 GB 3200 MHz DDR4
    Graphics Card(s)
    NVIDIA® GeForce® RTX 3050Ti
    Monitor(s) Displays
    15.6" OLED Infinity Edge Touch
    Screen Resolution
    16:10 Aspect Ratio (3456 x 2160)
    Hard Drives
    1 Terabyte M.2 PCIe NVMe SSD
    2 Thunderbolt™ 4 (USB Type-C™)
    1 USB 3.2 Gen 2 (USB Type-C™)
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    Mouse
    Logitech MX Master 3
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    700 Mbps, 24 Mbps
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TraderGary

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Touchscreen can be disabled/enabled in Device Manager.
You might check status in Device Manager.
It's found in Device Manager under "Human Interface Devices".
 

My Computer

System One

  • OS
    Windows 11 Pro
    Computer type
    Laptop
    Manufacturer/Model
    Dell XPS 15 9510 OLED
    CPU
    11th Gen i9 -11900H
    Memory
    32 GB 3200 MHz DDR4
    Graphics Card(s)
    NVIDIA® GeForce® RTX 3050Ti
    Monitor(s) Displays
    15.6" OLED Infinity Edge Touch
    Screen Resolution
    16:10 Aspect Ratio (3456 x 2160)
    Hard Drives
    1 Terabyte M.2 PCIe NVMe SSD
    2 Thunderbolt™ 4 (USB Type-C™)
    1 USB 3.2 Gen 2 (USB Type-C™)
    SD Card Reader (SD, SDHC, SDXC)
    Mouse
    Logitech MX Master 3
    Internet Speed
    700 Mbps, 24 Mbps
    Browser
    Microsoft Edge (Chromium)
    Antivirus
    Microsoft Windows Security (Defender)
    Other Info
    Microsoft 365 subscription
    Microsoft OneDrive 1TB Cloud
    Microsoft File History

    Interactive Brokers Trader Workstation
    Lightroom/Photoshop subscription
    DaVinci Resolve Studio
    Microsoft Visual Studio
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