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Intel NUC M15 laptop kit (model: LAPBC710) - touch screen stopped working

dugi_gotoff_ashr
Beginner
1,279 Views

Hello!

There is no "NUC laptop kit" section, so please move this post to it once you create it.

I am posting here now...

 

The problem is that touch screen of the laptop stopped working. Driver is installed, tried to remove, reboot, reinstall, but no result.

 

Issue:

Intel(R) Precise Touch and Stylus (Intel(R) PTS) - Base Driver - Port #1

This device cannot start. (Code 10)

STATUS_DEVICE_POWER_FAILURE

 

When I try to reinstall driver (as admin, batch file), version: TouchPad-Win10-27.1.84.6 from April driver pack, I get error:

Microsoft PnP Utility

Adding driver package: PTUpdateFlashExtension.inf
Driver package added successfully. (Already exists in the system)
Published Name: oem6.inf
Driver package is up-to-date on device: HID\UNIW0001&Col04\5&26c74c0&1&0003

Total driver packages: 1
Added driver packages: 0
Microsoft PnP Utility

Adding driver package: PTUpdateFlashDriver.inf
Driver package added successfully. (Already exists in the system)
Published Name: oem31.inf
Driver package is up-to-date on device: SWD\DRIVERENUM\{d517f792-c4d3-417f-b421-9c8555650038}#PTDriverUpdater&6&2b0c1144&0

Total driver packages: 1
Added driver packages: 0
INSTALL FAILED!
Error code : 259
Press any key to continue . . .

 

Not sure what to do.

Also, I would strongly recomment to Intel to make one and only installation file & simple procedure for installing and updating drivers. Even the great utility Intel® Driver & Support Assistant is not showing all drivers (touchpad, touchscreen, etc).

 

SSU attached, as well as screenshot when forcing driver installation from specific folder.

Help please.

Thank you.

 

0 Kudos
12 Replies
AndrewG_Intel
Moderator
1,241 Views

Hello @dugi_gotoff_ashr

Thank you for posting on the Intel® communities.

Please allow us to take a look into this behavior. We will be posting back as soon as more details are available or if additional (debugging/reports) information is required.


Best regards,

Andrew G.

Intel Customer Support Technician


Ronny_G_Intel
Community Manager
1,210 Views

Hi @dugi_gotoff_ashr,

 

Can you please confirm the issue is with the touchpad? The little pad that works as a mouse or is it with the touchscreen?

If this issue is with the touchpad, I tried to replicate it by removing the driver, I had to plugin a USB mouse so that I can reinstall the driver to get it to work again and I had no issues with that.

Please make sure that you have the Serial_IO-Win10-30.100.2104.1 properly installed plus all other drivers.

If the issue persists, is it possible that you run a fresh Windows Operating System installation?

 

Regards,

Ronny G 

 

 

 

dugi_gotoff_ashr
Beginner
1,183 Views
Hello.
No, its touchscreen issue.
See the driver with exclamation point in screenshot above.
Thank you.
Primetime
Beginner
1,123 Views
But why are you trying to reinstall the drivers for the touchpad? The drivers for the touchscreen are named "THC driver".
dugi_gotoff_ashr
Beginner
1,113 Views

Please, read the start of the thread.

I have described everything over there.

It's the issue with TouchScreen driver, and I have tried all possible actions I know.

I was hoping Intel would suggest some solution.

These are the instructions from PDF:

THC Base Driver: Navigate to the Driver_MSI folder, right-click on, IntelTHCBase.inf
and select Install.

Ronny_G_Intel
Community Manager
1,173 Views

Hi @dugi_gotoff_ashr,

 

Thanks for confirming that the issue is with the touchscreen and not with the touchpad.

I would still recommend that you reinstall the Serial_IO-Win10-30.100.2104.1 and if possible try with a fresh Windows Operating System installation, I can't think of any other troubleshooting we could attempt to resolve this issue.

If the problem persists, I would recommend that you contact the please of purchase for local assistance.

 

Regards,

Ronny G

 

AndrewG_Intel
Moderator
1,147 Views

Hello dugi_gotoff_ashr

We are checking this thread and we would like to know if you were able to review our previous post and try the recommendations provided by Ronny? Or, were you able to contact the place of purchase?


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,048 Views

Hello dugi_gotoff_ashr

We have not heard back from you in regards to the suggestions provided by Ronny G. so we will proceed to close this thread now. If the problem persists, our recommendation is to reach out to Intel® Customer Support through phone or chat and review warranty availability. Here is the "Contact us link". Please make sure to select your country or region and to contact us within your local business Support hours.

If you need any additional information, please submit a new question as this thread will no longer be monitored. It has been a pleasure to assist you.


Best regards,

Andrew G.

Intel Customer Support Technician


dugi_gotoff_ashr
Beginner
1,015 Views

Unfortunately, this issue is not resolved by intel, and I couldn't wait for proper solution, so I had to reinstall new fresh Windows 10 OS.

You can leave the thread closed, but not solved.

ClariceStarling
Valued Contributor II
1,037 Views

I like a kit, but the only problem with a kit is it's harder to get warranty service.  If something goes wrong, the different component manufacturers can blame it on each other ... and you can't send the whole shebang back like you can when you buy a whole computer.   Just something to think about!

dugi_gotoff_ashr
Beginner
852 Views

Hello, Intel!

Again, another unit, the same issue.

It worked just fine, and at one point (van't say when, but probably with Windows Update), this device gets yellow exclamation point in Device Manager.

Off topic: the driver pack is 1.4GB - this is just beyond anything!

 

 

RaulEspino
Novice
470 Views

Hello Intel,

I want to jump into this conversation also. Under Windows 10, I never had a problem with the touchscreen driver on the M15.

 

Now that I'm starting to move these units with Windows 11, I am consistently finding that the touchscreen driver does not work with Windows 11. The same device power error as above. Furthermore, system drivers for this device have not been updated since the initial release last April. I find this rather sad. The driver install set for the X15 is much smoother and newer than what you are offering us for the M15.

 

Is Intel going to continue supporting the  M15??? The download center is a complete mess now and doesn't even show drivers when you choose Windows 11.

 

Please advise on how we can get the touchscreen to be operational again.  

Thank you,
Raul Espino

 

 

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