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Original topic:

Notebook 9 Pro area of inactive touchscreen

(Topic created: 04-09-2023 02:05 PM)
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CecilRZ
Astronaut
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Computers

Hello! I bought this laptop February 2022 off of Amazon. I bought it specifically to draw with the touchscreen. Since then, I've had nothing but problems and virtually no help from the Samsung customer service. I've already had to replace the pen and the charger, which cost about 100$ since this device requires really specific peripherals. But whatever.

My main issue is this, there is a band through the center of the screen (horizontally) that doesn't register pen input. You can kinda see in the video attached, that when I try to hover over this area, the cursor will just skip to one side of this bar. Obviously, this makes it impossible to draw with at all. I've tried restarting it, cleaning the screen, replacing the pen nib and battery, and done a bunch of troubleshooting work within the files. No luck. There is no outward indication of anything being wrong (no scratch, dent, crack, different texture, etc) in this area. I have also never done anything that would've broken the computer, like dropping or sitting on it.

(First time using this forum, I apologize for any formatting issues!)

Video of me scribbling over the unresponsive area 

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Solution
Samsung_Moderator
Community Manager
Community Manager
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Computers

Hello! Thank you for reaching out! I can see why this can cause some issues with using your laptop. I would recommend using the following link to help troubleshoot this: https://www.samsung.com/us/support/troubleshooting/TSG01205023/.

 

If this does not help then this will require service as your laptop is out of warranty you can use the link below to find a service center in your area. You can also call in at 1 (800) 726-7864 to get set up for service if you prefer. 

https://www.samsung.com/us/support/service/locations/

 

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