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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

128 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2021-01-23T23:08:15+00:00

    This issue feels hardware related. I only experience it when working from my car using the power inverter below.  I never experience the issue when using power from my home, just in the car with the inverter.  Come to think, I had another power inverter prior to the one below and it would still happen on my SP4 and SP6.  Must be something with the hardware on the wireless trackpad.  Perhaps the power being converted has some sort of electrical interference with the trackpad.  The keyboard continues to work, even touch screen, but the touchpad always fails. Removing the power cord revives touchpad commands, plugging the power back in before losing the touchpad last about 4-5 minutes. 

    https://www.amazon.com/BESTEK-300W-Power-Inverter-Adapter/dp/B004MDXS0U/ref=asc\_df\_B004MDXS0U/?tag=hyprod-20&linkCode=df0&hvadid=198151843411&hvpos=&hvnetw=g&hvrand=16056729275696487602&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9052958&hvtargid=pla-391702780059&psc=1

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-01-23T00:56:51+00:00

    ... But unfortunately within about 2 days, the freezing mouse problem returned. Back to the drawing board.

    Did you check to make sure the setting didn’t turn itself back on?

    Was this answer helpful?

    0 comments
  3. Anonymous
    2021-01-22T19:54:53+00:00

    ... But unfortunately within about 2 days, the freezing mouse problem returned. Back to the drawing board.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2021-01-22T19:13:57+00:00

    I have the same issue when working from my car.  When I plug in the AC power to my car's power inverter the trackpad starts acting up and it won't register touches on the trackpad.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2020-12-13T22:38:53+00:00

    I'm stunned. For over three years I've fought this problem on two different Surfaces, and I never thought it'd be resolved. I was wrong. Since I downloaded and installed the Intel Graphics Command Center and configured it as you suggested - no more mouse freezes! 

    Thank you Matt, thank you, thank you, thank you.

    Was this answer helpful?

    0 comments