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  1. Gary Powell3's Avatar
    I had the same problem for two months; even reset the surface to no avail. Then I found and downloaded the Surface 2 Recovery USB and reset it following their instructions. Everything is back to working now.


    How to start Surface using your USB recovery drive
    To start your Surface from your USB recovery drive:

    Step 1: Make sure your Surface is turned off and plugged in.
    Step 2: Insert your USB recovery drive into the USB port on your Surface.
    Step 3: Press and hold the volume-down button while you press and release the power button on your Surface.
    Step 4: When the Surface logo appears, release the volume button.
    Step 5: Follow the on-screen instructions, such as selecting the language and keyboard layout, to enter the recovery tools menu.

    Note: You can also use the Surface USB recovery drive if Windows prompts for installation files when trying to refresh or reset from the Recovery menu under Settings > Change PC settings > Update and recovery > Recovery. When the prompt pops up, insert the recovery drive into the USB port on your Surface.

    How to reset Surface using your USB recovery drive
    Important - A reset returns Surface to its factory settings.

    Notes:
    Resetting your Surface will delete all of your personal files, reset your settings, and remove all apps that you installed.
    Make sure that you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

    To reset your Surface from a USB recovery drive:

    Step 1: Make sure your Surface is turned off and plugged in.
    Step 2: Insert the USB recovery drive into the USB port on your Surface.
    Step 3: Press and hold the volume-down button while you press and release the power button on your Surface.
    Step 4: When the Surface logo appears, release the volume button.
    Step 5: When prompted, select the language and keyboard layout you want.
    Step 6: Tap or click Troubleshoot, and tap or click Reset your PC.
    Step 7: If prompted for a recovery key, tap or click Skip this drive at the bottom of the screen.
    Step 8: Tap or click the target operating system you wish to reset. This refers to the current operating system installed on your Surface.
    Step 9: Tap or click Yes, repartition the drives, and on the next page, tap or click Next.
    Step 10: Choose either Just remove my files or Fully clean the drive.

    The option to clean the drive is more secure but takes much longer. For example, if you are recycling your Surface, you should choose to clean the drive. If you are keeping your Surface, you just need to remove your files.

    Step 11: Tap or click Reset.

    Surface restarts and the Surface logo displays while the reset process continues (this can take several minutes).
    07-31-2015 07:47 PM
  2. jtby's Avatar
    Well things were going so well. Then another update installed yesterday, and guess what? The update broke my touch screen again. I am very frustrated that Microsoft says this is a hardware problem, when clearly it can work fine until a damn windows update installs. This time I guess I will just turn windows update off.
    08-01-2015 08:36 AM
  3. StephaAa's Avatar
    Magic monday. I did a full Factory reset and this Morning after 75 Updates it is finally touchy again.... fort safety Sake i now have disabled the Automatic Updates for rt using this small reg hack:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Curr ent Version\Windows Update\Auto Update
    AUOptions from 4 to 0

    I am now up to KB 2919355. This is requested to be installed next but i am not going to ...
    Last edited by StephaAa; 08-03-2015 at 09:39 AM.
    08-03-2015 02:38 AM
  4. StephaAa's Avatar
    GREAT.even with auto updates disabled my device tried to install Update fr Windows RT 8.1 (KB3063843) what failed to install.
    than it shut down unexpected according to event log.

    this morning.... no touch functionality again.... i have no words
    08-06-2015 04:01 AM
  5. Rasetech's Avatar
    It seems that I have the same problem! Need to check if any updates where installed yesterday, because it touch stopped working yesterday afternoon for me.
    08-10-2015 08:04 AM
  6. StephaAa's Avatar
    i finally requested a new device through advanced exchange. i'll receive it in the next days so i'll keep you posted if i have the same issues again.
    08-10-2015 08:43 AM
  7. Rasetech's Avatar
    I will try a hard reset if it doesn't work I also request a exchange on warranty.
    08-11-2015 12:56 AM
  8. Gaucho90's Avatar
    After auto window updates on 8/12/15, my Surface 2 also just lost all touchscreen ability. Tried the following, none of them worked:
    * disable HID Touchscreen, and then re-enable
    * uninstall HID Tourchsreen driver, and reboot which reinstalls the driver
    * Open MS Word, activate and deactivate Touch control
    * System Refresh
    * Rebooting, then folding keyboard up and down after the screen appears (edited)
    * Hard Reset
    * Battery drain trick did not work for me (edited)
    Edit:
    * Full factory reset from downloaded Win RT 8.1 Recovery image also failed. Out of options...
    Last edited by Gaucho90; 08-13-2015 at 04:44 PM.
    08-12-2015 02:36 PM
  9. Westie59's Avatar
    I've had the same problem several times. Here's how I got the touchscreen to work:

    1. Reboot the Surface 2
    2. When you get to the photo screen after the reboot, close the keyboard. By this I mean that the keyboard should be attached when you reboot, but when you get to the photo screen, fold the keyboard up against the touchscreen and then un-fold it while it is still attached.
    3. When you open the keyboard, the touchscreen will work!

    I hope this works!
    08-12-2015 08:22 PM
  10. Gaucho90's Avatar
    Thanks for the tip, but this did not work for me either. Edited my post to reflect this tip; next is a full factory reset from USB...
    08-13-2015 01:59 PM
  11. Rasetech's Avatar
    Its insane how frequent this happens the last days for different people. Is MS aware of this?
    08-14-2015 12:59 AM
  12. StephaAa's Avatar
    i have no idea. MS will get my device back in the next days but i don't believe that information from returned devices influences development of patches or updates. but i could be wrong.

    I received my exchange device within days - great service so far. It looks brand new and came without anything. Just the device.
    You are instructed to send back your device for service, using the same packaging and you get a paid return sticker for UPS.

    The new tablet works just fine. I let it update all the way up to the newest KB releases. It does not show any "error event ID 264" anymore.
    Lets see what happens.

    BTW.
    Anyone of you with the same problem
    -do you experience Event 264 in the event log?
    -do you use attached keyboard, type cover or the other one (soft cover or so)?
    -do you regularly use headphone jack?
    08-14-2015 01:43 AM
  13. Rasetech's Avatar
    Hi, I also requested an exchange today and will bring my Surface to the UPS store later today. The MS service stuff was very friendly.
    08-14-2015 04:13 AM
  14. James BT's Avatar
    Having not used my Surface for about a week I picked it up yesterday and discovered that the touch screen wasn't responding. I may well have had a recent software upgrade, I seem to get them all the time, but there is no way that the product has been damaged as it stays on the desk at home! Sounds like I'm another victim of this issue.
    08-15-2015 02:21 AM
  15. jtby's Avatar
    Full restore from USB drive did not work for me. I am still stuck with no touch screen. Since I am past the warranty date, MS said I have to buy a new surface. Or has that policy changed?
    08-15-2015 08:06 AM
  16. jtby's Avatar
    westie59's procedure did not fix it for me either
    08-15-2015 08:12 AM
  17. StephaAa's Avatar
    my replacement device is working well since about two weeks now. It is fully up to date and i have no issues.
    Taking this into account i'd say the problem is only affecting a specific series of surface 2 tablets. A Hardware/Firmware + MS update in a special combination might cause this.
    08-24-2015 02:49 AM
  18. Lee Anderson2's Avatar
    Same issue here and can confirm the battery drain solution is working however it's only ever short lived. This can't be a hardware issue as a simple battery drain would not resolve this! There has to be an explanation as to why a battery drain resolves this in a way that full factory reset will not. Pull your finger out MS
    08-24-2015 03:53 AM
  19. Pleaselisten's Avatar
    Same problem with my Surface 2 - Touchscreen stopped working after updates 3 days ago. I tried posting replies / questions on this forum twice, but disappointingly, none have appeared (if the service related to my Surface 2 is anything to go by, maybe the moderating takes weeks too!!!). Just trying again in case it's third time lucky.

    I've tried Refresh, factory Re-set and all to no avail. One thing the Technical people didn't tell me was that after the Re-set it would need hundreds of updates - mine has had two lots of over a hundred updates in the last 2 days - still no solution to the Touch screen problem.

    Technical people called to ask me if they could suggest a workaround - they suggested I start using a keyboard and forget that Surface 2 is meant to have a touchscreen!!!!!!!!
    08-24-2015 05:58 PM
  20. Rasetech's Avatar
    I got my replacement device yesterday, works like a charm after all updates so I assume a Hardware/Firmware/Update problem StephaAa already mentioned.
    08-25-2015 12:35 AM
  21. SpiderDonkey's Avatar
    I can confirm, my surface 2 has the same problem with the touch screen :(
    08-26-2015 03:23 AM
  22. Lee Anderson2's Avatar
    Is there anyway to that anyone has found to flash the firmware back on the device? Simply resetting back to factory setting is not going to work the same as it would not work if you formatted a HDD in a pc after flashing the firmware of a component in there. It's unbelievable how many people this is happening to all after updates and MS are still insisting that this is a hardware failure?! I think not
    08-26-2015 04:14 PM
  23. StephaAa's Avatar
    i don't have the answer but i did a factory reset twice and both times after that the Surface found one available firmware update to install.
    so my thought on this was that the factory reset also resets the firmware !?
    08-27-2015 03:11 AM
  24. Lee Anderson2's Avatar
    I was thinking more like if you say flash the firmware of a dvd drive in your pc it would not make a difference if you did a factory restore. The firmware would stay the same until you flashed it again with another firmware? I know my device also did a 'firmware' update both times I restored it but I am not convinced that everything was back to day 1 settings. Some components can have firmware independent of windows based updates unless I am wrong?
    08-27-2015 08:53 AM
  25. Duane Harlick's Avatar
    My Surface 2 keypad has gone out several times in the past couple months and each time I've been able to get it back with the battery drain sequence. Key seems to be leaving it sit dead for a few days, then charging it without the keyboard attached.

    Last week, however, it went out again. This time I went to the updates area to see if/when it had most recently updated. There was a message "Click here to install updates..." So I clicked it, REMOVED the keypad, and allowed the updates to run. When my Surface re-started, my touch screen was functioning again...

    This is REALLY a weird issue that MS has stumbled into...
    Last edited by Duane Harlick; 08-28-2015 at 02:53 PM.
    08-27-2015 09:25 AM
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