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Surface Pro 9 - Loss of Touch Screen & Camera on 2 separate Pro 9 devices after service updates

Jim Ferguson 0 Reputation points
2025-10-30T13:57:17.33+00:00

I purchased a Pro 9 just over a year ago and after a routine service update the facial recognition Hello failed with the camera failing and the touch screen and pen then ceased working. After testing via all recommended methods, identified that the screen worked after booting into UEFI but not under Windows, installed all updated and Surface drivers but no result. Under the Windows System "About" tag it displays "No pen or touch screen is available on this device". This unit was subsequently replaced under warranty.

After reinstalling everything back to the way the 1st unit functioned, now, just 2 weeks ago, some 6 months later, after another routine service update EXACTLY THE SAME ISSUES HAVE RESURFACED ON THIS UNIT.

I have now repeated all the same diagnostic steps as previously, with exactly the same "ZERO" outcome and now wonder why, not once - BUT TWICE this has happened..? On TWO [2] Different devices...??

The lack of the touch screen makes this a USELESS PRODUCT to me, since I use graphics and pen ALMOST DAILY and so I am effectively crippled, but this is clearly not a unique/random event. I also have software that is uniquely tied to this machine's hardware or other linkage which makes re-installing hardware less-than-simple, apart from tedious.

SO WHAT HAPPENS NOW...? BIN IT.... TRY ANOTHER REPLACEMENT [IF UNDER WARRANTY] OR BUY SOMETHING ELSE THAT IS MORE RELIABLE??? 2-IN-A-ROW DOES MAKE YOU THINK

Surface | Surface Pro | Display and screen
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  1. Haytham-C 3,985 Reputation points Microsoft External Staff Moderator
    2025-11-09T04:03:58.5366667+00:00

    Hello @Jim Ferguson

    Thank you for reaching out to Microsoft Q&A and informed us about the issue with your Surface. I understand that your Surface has lost the touch screen and camera feature, here's some workaround that you can try:

    1. Make sure your Surface is up to date and there is no update in queue
    2. Reinstall driver:
    • Touchscreen driver:
      • Open Device Manager (Windows + X) > Human Interface Device > HID-Compliant Touch Screen > Right-click > Disable > Then Right-click again and choose Enable
      • If it still not working, Right-click HID-Compliant Touch Screen > Uninstall device > If 2 drivers show up > Right-click each driver > Uninstall
      • Restart your Surface so it will automatically download and install generic touch-screen driver
    • Camera driver:
      • Open Windows settings > System > Troubleshoot > Other troubleshooters > Run the Camera troubleshoot built-in tool
      • Open Device Manager (Windows + X) > Camera > Double-click the camera driver > Driver tab > Uninstall device > Attempt to remove the driver for this device > Uninstall
      • Restart your Surface

    You can also refer to these topics:

    Surface Camera not working

    Surface touchscreen doesn't work

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  2. Jim Ferguson 0 Reputation points
    2025-11-11T01:48:36.0266667+00:00

    Thank you for the advice, which I am n the process of trying...however I am not AT ALL impressed by the fact that this is required in the first place AT MY OWN TIME AND COST, which detracts from my own work objectives. I have commitments that do not automatically allow me to drop everything JUST to fix something broken by the maker of the product.....as I have said, the fact I have to also reinstall a number of apps post resetting, including some that require 3rd party involvement, THTA JUST ADDS MORE time demands and so forth.

    IN answer to your question, I hope to be ale to try your suggested fix later today IF I can find the time.

    You can be sure that every minute I spend on it will remind of the question of WHY SHOULD IT NEED TO BE DONE IN THE FIRST PLACE...??? That I am not alone in suffering this issue, and on more than one identical product, still begs an answer from Microsoft as to WHY...?

  3. Jim Ferguson 0 Reputation points
    2025-11-12T06:09:33.42+00:00

    Thanks...I am currently doing a backup of the Surface and will then apply your "fix".

    Fingers crossed all will be well.......I will let you know once completed....thanks xxx

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  4. Jim Ferguson 0 Reputation points
    2025-11-13T09:55:19.39+00:00

    OK.... so yes, I have now restored full functionality to my product and in the process discovered that the device I was provided with, when you guys replaced the first time I had this issue, and which I am using now, is actually more than a year older than the unit purchased, therefore suggesting that the battery will be inferior to that which I bought.

    But that aside, the Surface Pro 9 NOW has a functioning touch screen, back-facing camera and Hello facial recognition, BUT I LOST ALL MY INSTALLED APPS, AND THIS MEANS I HAVE AT LEAST FIVE TO SIX HOURS IE ABOUT A DAY STILL TO RESTORE IT BACK TO HOW IT WAS SETUP BEFORE YOUR GLITCH. Take notice that should this happen again, I will ensure the WORLD hears about it and it will NOT be restored but dumped. My actual loss from your hardware/software stuff-up is about AUD 1,000 and I am NOT happy......xxx

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