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
    2021-06-10T17:05:27+00:00

    Microsoft you know that this is a problem. I have a S/6 and it only started since the last major update. Nothing has been changed on my unit. You always blame it on the drivers or the keypad is defective. IT WORKS fine on the battery. so it is not hardware issues. I think this is a BIG problem and your sweeping it under the rug. I love my Surface. Please take this seriously and find out why all of us are having problems. Did you guys change something in your latest update? My charger did not change. The way I use my charger did not change. But it started after an update. Please look into what are problem is and stop trying to blame it on hardware!

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  2. Anonymous
    2021-02-26T18:06:14+00:00

    Once I saw in the comments that removing the power supply fixed the problem, I figured it must be RF pulse is coming up the wire. My fix was to add three (it took three) RF suppression chokes snapped around the wire and that seems to solve the problem. So far!

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  3. Anonymous
    2021-02-19T18:40:39+00:00

    I just picked up a new Surface Pro 7 and am have the same problem. I did my research and this unit received lots of high ratings, but this FLAW is a killer for my productivity. Without an easy fix, I am returning the unit a taking my current and future business elsewhere. I just started a new business and every minute of my time is precious. This is like have a car that the power steering goes out on intermittently. No big deal, right? WRONG. This product will crash if this problem is not addressed. I have already wasted to much time on it. I hope you are listening Microsoft!!

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  4. Anonymous
    2021-02-14T12:56:49+00:00

    I have exactly the same problem and it is so very frustrating my Microsoft surface pro was purchased in June 18 and of course the two year warranty expired in 1920.  I am furious.  I am partially sighted, a lady of a certain age and this was a life saver when first purchased.  I am still actively retired with many local responsibilities and this, especially with lockdown and so much Teams, etc., is really embarrassing.  I would find it difficult recommending the sort of money I spent on this to product to anyone else.   Please give me some easily understandable tips,  I have removed, reinstalled, run virus checks etc., all to no avail.  Works for about 20 minutes if lucky.  In desperation.   Hey present USB service not recognised popped up again. At least my touchpad is still working, it will not for long .  

    Diane M.

    Kent

    Engand

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  5. Anonymous
    2021-02-06T12:17:22+00:00

    I'm so disillusioned now, I ... hold on, my cursor has frozen again ... I'm so disillusioned now, I will NEVER buy another Surface and I hate it. I love the Surface otherwise, but the cursor freezing when using the trackpad when power is plugged in is so annoying, I want to throw it out the Windows. Pun intended.

    I have tried EVERTHING to no avail. I have zero confidence that any new Surface and/or power supply will fix the problem. I can't understand for the life of me why Microsoft won't or can't address the issue. If they think that being big bad Microsoft means they'll go on selling the Surface and people will go on buying it, they are sorely mistaken. I hope so anyway. People should be warned before plunking down $1000+ to begin the journey of frustration that all of us have lived. It should be violation of law for Microsoft to go on selling the Surface without a big red sticker with a circle with a slash through it, warning people of this problem with the caption "WARNING: Severe trackpad freeze problems. Buy at your own risk."

    I don't know what else to say but, "Shame of Microsoft".

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