On 15th February 2021, Microsoft had released a Windows Update package which contained an update to the Wacom Pen touchscreen drivers which unfortunately has caused knock-on issues with touch screen functionality.
Any devices which have received this package via Windows Update may experience an issue where the screen on their Humanforce tablet no longer responds to touch inputs.
If you experience this problem, this Help article can be passed to your organisation's IT team for instructions on how to manually resolve the touch screen issue on your Humanforce tablets.
NOTE: The steps in this article are intended for tablet kiosk devices which have been
purchased from Humanforce and are running Windows 10 - the process may change if you
are using your own tablet device.
Rolling back updates to Wacom device (touch screen driver)
You will require the following items to complete this procedure:
- Remote access to the Humanforce device OR a mouse and keyboard to gain physical access
- The password to the Administrator account on your Humanforce device
- If you are unaware of this password, you can log a ticket on Humanforce Help so that the credentials can be provided by a consultant.
Once you have access to the device, click on the Start menu in the bottom-left corner of your screen, then search 'MMC', and 'Run as administrator'
Enter administrator credentials, and select Yes.
NOTE: If you are unaware of this password, you can log a ticket on Humanforce Help so that
the credentials can be provided by a consultant.
Within the management console that appears, select 'File > Add/Remove Snap-in...'
Add 'Device Manager' and select OK
Upon opening 'Device Manager', you will notice the 'Human Interface Devices' tree is already opened, as the issue 'Wacom Device' is contained within this tree. Right click 'Wacom Device' and select 'Properties'
In the window that appears, select the 'Driver' tab, and then select 'Rollback Driver'
Once the driver has been rolled back, the touch screen functionality of your device will resume.
If you perform the above steps and touch screen functionality is not restored or the rollback driver option is not available, please log a ticket on Humanforce Help to receive assistance directly from an available consultant.