Troubleshooting guide
How to fix the problem
The pen and finger touch on the Surface display use related but not identical functions. A functioning stylus does not mean that the entire touch layer is healthy. Check if the entire screen or just part of it is down.
Possible solutions
Choose the method that matches your situation. Start with the simplest suitable option and check the result. If the problem is fixed, you do not need to continue with the other methods.
Comparison of finger and pen
Check on the same device and in the same app.
Steps to follow
- Disconnect the accessories and wipe the screen dry. Check that the screen is not being pressed by the case or an inadequate protection.
- Open a drawing app that supports touch. If it has a finger draw switch, turn it on.
- Draw lines across all parts of the screen first with your finger, then with the pen. Note where the line breaks.
- Check the operation of the finger in the normal Windows menus as well. Finger drawing disabled for one app is not a screen failure.
Official updates and hardware testing
Check if the problem is wider than a single application.
Steps to follow
- Plug in proper power, go to Settings > Windows Update, and install system and firmware updates offered by Surface.
- Restart your computer and try the same drawing again.
- If the area is still unresponsive, check your model's instructions for touch in the Surface UEFI environment without changing its settings.
- If the problem persists, use an external mouse and request repair. Don't run random screen calibration tools from forums.
If the problem persists
If a persistent inactive screen bar or area remains after official Surface updates, a touch check is required. Please provide the screen diagram with the broken location marked and the UEFI test result to service.
Request a repair