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
    2021-02-06T11:40:53+00:00

    I am on my 4th device from Microsoft in 2 months with Type Cover issues and their only solution is to exchange the device. Now I have to do it for the 5th time. I was such a Microsoft fan and so excited to get my new device. Surely by now they must realise they have a problem. Windows forums, Microsoft, own forums, Reddit and Quora are all jammed up with similar complaints. Lucky to be be so big and wealthy that you can ignore your problems. Fortunately, the law in South Africa allows me to return my device for a refund from my retailer.

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  2. Anonymous
    2021-02-03T19:34:50+00:00

    I just bought a surface 7 with the Microsoft mouse.  I am having the same problem.

    The mouse freezes and takes 20-30 seconds or more before unfreezes. This has happened 5 times in the last 5 minutes.

    Very frustrating.

    Doug Jones

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  3. Anonymous
    2021-01-29T23:49:55+00:00

    Thanks for the response.  I have decided to buy a new 65W Surface Charger from the Microsoft Store that should arrive next week.  I did have difficulty finding the 65W as it appears that they are pushing the 127W instead.  The 127W states that the charger is compatible with all Surface Pro's down to 3 but not sure that makes me feel confident that it will not cause the same issue due to being almost double the power of the original equipment.  I will let you know if the new 65W charger from Microsoft works just incase this is something of interest.  The Surface Pro 3 charger is still not causing the freezing issue so I still have a good back up plan if the new one causes has the same issue.  

    Updated: 2/2

    Received that new 65W charger from Microsoft and have been using it for a couple of hours now with no issue.  I am hoping this fixed my issue that I was experiencing from the aftermarket charger.  I hope this somehow helps you.

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  4. Anonymous
    2021-01-29T23:05:52+00:00

    The first Surface I owned, I bought a replacement that was not Microsoft, the cursor started freezing right away, and I thought the same as you . The power port itself went bad on that one after two years and I bought another, newer model Surface. When the cat chewed the original Microsoft power supply, I went to a Microsoft Store and bought a Microsoft power supply which presumably would be exactly equivalent to what came with the Surface when I bought it. The Microsoft power supply I bought at the Microsoft Store had the same mouse freeze problem out of the box. So it has nothing to do with whether it's a Microsoft power supply, at least for my Surfaces. It's almost like the Surface "gets used to" the original cable and any other cable is going to have the problem.

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  5. Anonymous
    2021-01-28T19:27:52+00:00

    I wonder how likely is is that it maybe related to the Power Supply.  I have the exact same problem on my Surface Pro 2016 but I didn't have this problem until after my OEM power supply failed.  I picked up one off of Amazon and I am wondering if that is causing my issue.  I am using my old Surface Pro 3 charger and am not experiencing the lock ups on the touchpad.  If you have an OEM charger for the Surface Pro 7 then they must have changed the vendor or went for some cheaper components that have inadvertently caused the issue. I am bought aftermarket so that maybe my issue.  I guess I will need to invest in a power supply directly from Microsoft.

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