Spin 5 (SP513-52N, 2017 Model) does not work with stylus anymore

BonkHD
BonkHD Member Posts: 5 New User
edited November 2023 in 2020 Archives
The stylus that was included in the box with the Acer Spin 5 (SP513-52N-55LV, Stylus part: NC23811040) no longer works on the screen. The cursor will show up, and changes when the buttons are pressed, but does not click/draw on anything. It recognizes a stylus is near as I have the feature "Ignore touch input when I'm using my pen" enabled, just not clicking.
 This problem started a few days ago after a huge amount of updates being done from Windows. I cannot revert back via system restore at this point, as I was advised on the Microsoft forums to try doing the Media Creator update which effectively reinstalled Windows 10 while saving my personal files. Attempting System Restore before doing this update was impossible, as it failed every single attempt, and I could not even undo the system restore as recommended after the failure. 
The pen worked prior to the update, with fresh batteries inserted. I have tried swapping between the two batteries in the pack, changing the nib with the spare in the box, checking the HID drivers for pen, touchpad, and touchscreen (all are up to date). Acer Hover Access does not make a difference. 
The model is from 2017, so because of that Customer Support will not allow me to open a live chat to try and address the problem. There is also no drivers for my specific model relating to the stylus/pen (https://www.acer.com/ac/en/US/content/support-product/7345?b=1&pn=NX.GR7AA.006). 

Any help at this point would be greatly appreciated.

Answers

  • billsey
    billsey ACE Posts: 34,219 Trailblazer
    Do you mean they had you do a Windows reinstall using the Media Creation Tool? Which version of W10 was it using, 20H2?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • BonkHD
    BonkHD Member Posts: 5 New User
    billsey said:
    Do you mean they had you do a Windows reinstall using the Media Creation Tool? Which version of W10 was it using, 20H2?
    Yes, it was the Media Creation tool. I'm using W10 Home, 20H2. After doing the reinstall with the Media Creation Tool they gave me no other help since the problem was not resolved.
  • billsey
    billsey ACE Posts: 34,219 Trailblazer
    OK, often a clean install like that misses some of the drivers, check in Device Manager to verify there are no warnings or errors. It's also possible the battery has gotten low enough on the stylus to cause issues, most use a AAAA (note, not the larger and common AAA) battery.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • BonkHD
    BonkHD Member Posts: 5 New User
    I've already put in fresh batteries prior to doing the first round of updates, so I know for a fact the battery is not the problem. I even switched between the two batteries in a fresh pack to be sure.  
    I have also checked all the drivers under HID (in particular, pen, touchpad and touchscreen) and they are all listed as up to date. Also tried uninstalling the drivers, then restarting the laptop to get them reinstalled and that hasn't worked. 
  • BonkHD
    BonkHD Member Posts: 5 New User
    bump

    I take it there's no solution for this problem then?
  • billsey
    billsey ACE Posts: 34,219 Trailblazer
    There are system level drivers for the internal ports that the touchscreen digitizer uses to make it seem like a USB device to the software. That's why we ask you to look in Device Manager for any errors or warnings. You might have to install chipset drivers or something similar in order to have the high level HID devices even show up.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • BonkHD
    BonkHD Member Posts: 5 New User
    billsey said:
    There are system level drivers for the internal ports that the touchscreen digitizer uses to make it seem like a USB device to the software. That's why we ask you to look in Device Manager for any errors or warnings. You might have to install chipset drivers or something similar in order to have the high level HID devices even show up.
    Where would I be able to find the chipset drivers? I've already checked the Intel website for any updates needed on the drivers (device runs Intel core i5 8thGen - Kabylake), did an unrelated update, and my stylus still does not connect correctly. I have also triple checked all the devices under Human Interface Device in Device Manager to see if there's any errors or updates needed. 

    Now testing the stylus again after a few days, it is worse than before. The cursors only comes up after pressing a button while the tip is near/on the screen. It will sometimes disappear even when the stylus is still touching the screen, and still has the original issue of not clicking/writing anything. 

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