Microsoft confirmed to replace out of warranty Surface Pro 4 with touch screen issues

We reported in November that a firmware update in July this year appeared to have rendered some Surface Pro 4 touchscreens effectively inoperable and that it appears Microsoft could be convinced to replace affected devices if you are out of warranty.

Symptoms included:

  • All of the keyboard/pad functions are working including zoom, scroll etc. but no screen-touch or pen response (pen button clicks still open pre-chosen programmes as they should)
  • After being shut down will only start up with long hold on power switch.
  • It now takes ages to restart (used to start in a few dreamy seconds). Begins with completely black screen for about 20 seconds and no visible signs of turning on (lights on Fn key for instance) then the SURFACE screen, then the ring and eventually lock screen.
  • Seems to use the fan more often (it even continued after shut a few times).
  • In device manager the Firmware has an exclamation mark on Surface ME saying: This device cannot start. (Code 10) – An attempt was made to change the attributes on memory that has not been committed.
  • Trouble shooter detects this but can not solve it.
  • The pen/ink section of the Surface App says: the Surface app needs an updated component from Windows Update in order to enable this feature

Now, who have been following the issue, reports that Microsoft support appears to have acknowledged the issue internally, and are now replacing devices without argument if you state that the July firmware update affected the device and give them the appropriate error codes in Device manager:

Error code 10 :

  • Surface ME (code 10)
  • Surface Embedded Controller Firmware (Code 10)
  • Surface UEFI (code 10)

Microsoft has still not made an official statement on this issue. Are our readers affected? Let us know below.