Surface Pro 7 trackpad freezes

Anonymous
2020-03-31T15:50:24+00:00

I received a new Surface Pro 7 8GB 128GB on 27/03/20. The trackpad cursor freezes after a very short time of use on mains power. Cursor unfreezes with power cable is removed. My SP7 is fully updated from Windows update and no other software installed.

Going to Microsoft Support and speaking with a chat agent, I completed steps of running diagnostics and resetting the computer. The problem remained just as bad. The agent decided it was a hardware issue and authorised a return. A new SP7 arrived today 31/03/20 and it has exactly the same problem! In fact it is worse, in that the cursor goes into frozen state more quickly after I attach the power cable. Further chat with agents - they are going to send me a new power supply. But I am dubious that will help.

I like the Surface Pro 7, and it works great on battery power, but is frustrating that the trackpad is completely unusable while on mains power. I suspect some manufacturing fault of inadequate shielding of the trackpad from magnetic interference caused by the power supply. But who knows? I have Surface Laptop 2 and have never had any problem with its trackpad while on mains power.

The last Microsoft chat agent told me my case would be escalated to a more advanced technician. I mentioned that there are over 200 people reporting the same problem in https://answers.microsoft.com/. See http://tiny.cc/u5f8lz He said they have nothing about this problem in their database.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2024-01-29T18:13:46+00:00

    Same thing here. The option doesn't exist. Installing the Intel Command center doesn't do anything to aid in this matter. It appears Matt is just another spammer trying to get people to install this useless program.

    he is replying to a post from December 12, 2020. More than 3 years old. Things change, specially software.

    Also, telling it's a spammer... what kind of profit would he get from promoting a free program from Intel that you have to download from Microsoft store? spam is for profit. Maybe that solution worked 3 years ago, but not now.

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  2. Anonymous
    2024-01-29T16:49:24+00:00

    Same thing here. The option doesn't exist. Installing the Intel Command center doesn't do anything to aid in this matter. It appears Matt is just another spammer trying to get people to install this useless program.

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  3. Anonymous
    2024-01-29T08:37:07+00:00

    fix:

    Install the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off  (may have to do it for both "On Battery" and "Plugged In")

    I do not have this option under System > Power

    I am using Windows 11

    My Intel Diagnostic Command Centre version is 1.100.5287.0

    And Graphic Driver is 31.0.101.2125

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  4. Anonymous
    2024-01-04T04:00:53+00:00

    Brand new typecover and charger from the MS store, the issue prevailed on a specific power outlet that was also problematic on my SP7+. So the issue is with the computer, maybe poor power supplies for a long time affect something inside the tablet. I stopped using that particular power outlet.

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  5. Anonymous
    2023-12-27T16:51:43+00:00

    I had the problem from the start, with a brand new original MS charger. I've heard of someone with that problem exchanging his surface+charger for a new one, and the new one had the same problem. It appears to be a design weakness. Not sure if this is more prone to happen in some regions depending on the quality of the power net as I was traveling when I started using it. However, I now experience the problem everywhere, including the US, Europe.

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