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Cant drag/ trace on surface book 2 touch screen

Anonymous
2023-06-08T04:39:43+00:00

I have a surface book 2. On websites such as ABC mouse or reading eggs i cannot drag a puzzle piece or trace a letter using finger or surface pencil. It is not a problem with the ABC mouse and reading eggs. Certain puzzles work but most dont. tried chrome and edge and it doesnt work. One puzzle that wouldnt work on chrome/ edge would work on fire fox, but most of them dont work on all three. Tried checking for updates, checked touch screen physically working. I think its a setting in the browser, Thanks

Surface | Surface Book | Performance and maintenance

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  1. Anonymous
    2023-06-08T18:06:18+00:00

    Hi Claire Oleary,

    Thank you for reaching out to Microsoft Community. I understand that you are having issues with your Surface Book 2 when using certain websites that require dragging or tracing using your finger or Surface Pen. I'm sorry to hear that you have already tried different browsers and checked for updates, but the issue still persists.

    Based on the information you provided, it is indeed possible that the issue is caused by a browser setting as some puzzles work. To troubleshoot this issue, I recommend that you try the following steps:

    1. Clear the cache and cookies of your browser. This can help resolve issues with website functionality. Here are the steps to clear cache and cookies in Microsoft Edge.
    • Open Microsoft Edge and click on the three dots in the upper right corner.
    • Click on Settings and then click on Privacy, search, and services.
    • Under Clear browsing data, click on Choose what to clear.
    • Check the boxes for Cookies and other site data and Cached images and files.
    • Click on Clear now.
    1. Disable browser extensions. Some browser extensions can interfere with website functionality. Here are the steps to disable extensions in Microsoft Edge:
    • Open Microsoft Edge and click on the three dots in the upper right corner.
    • Click on Extensions.
    • Disable all extensions by toggling the switch to the left.
    1. Try using the websites in InPrivate mode. InPrivate mode disables extensions and clears cache and cookies when you close the window. Here are the steps to open InPrivate mode in Microsoft Edge:
    • Open Microsoft Edge and click on the three dots in the upper right corner.
    • Click on New InPrivate window.

    If the issue still persists after trying the above steps, I recommend that you contact the website's support team for further assistance. They may have specific settings or requirements for their website to work properly.

    I hope this helps resolve your issue. Let me know how it goes.

    Kind regards,
    Marrion

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  2. Anonymous
    2023-06-13T00:36:55+00:00

    I tried all that, the website (ABC mouse) just said that touch screen devices have technical issues that they are unable to solve and do not recommend them, shame i didnt know before buying the surface book 2.

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  3. Anonymous
    2023-06-15T13:13:03+00:00

    Hi Claire Oleary,

    Thank you for getting back with us here and sorry to hear that still issue persists after trying the steps suggested. Also, sorry to hear that this issue is basically with the ABC website considering that the drag/trace action through the touchscreen works fine outside the website. For this case, I suggest reaching to the website developer for further assistance.

    Thank you also for spending time here with us in the Community.

    Kind regards, |
    Marrion

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