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
    2020-12-13T02:10:47+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")

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  2. Anonymous
    2020-12-13T01:51:51+00:00

    I have the same exact problem.  Only when on power and I can touch the back of the surface to unstick it.  Of course, it only makes it unstick momentarily.  Incredibly annoying.

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  3. Anonymous
    2020-12-10T18:06:13+00:00

    I have the same issue... tried all the steps and it always comes back. I have to take the keyboard off and then put it back on for it to appear again but just a few minutes later it does it again. This is my 4th or 5th Microsoft Pro Surface... I love them when they work but sadly there always seems to be some kind of major issue(s) that crop up. Usually they start around 15 months after purchasing brand new. I've had this one for 19. A lot of money to spend on something that doesn't last very long.

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  4. Anonymous
    2020-10-19T00:30:50+00:00

    Have the same issue with SP 1796. My previous AC adapter stop working by unknown reason. I have bought the new AC adapter and.... Have the same problem with the trackpad. I also have SP3 with working AC adapter and here it is my observations. When I connect new AC adapter to any SP (1796 or 3) both of them have the same issue (mouse pointer jumping randomly on the screen when try to work with trackpad, OR it is freezing). I return AC adapter and received a new one. The problem is the same on BOTH SPs. Using native AC adapter from SP3 does not initiate the issue on both SPs.

    I understand that it is EMF problem, but the question is WHY with native SP3 adapter I do not expect the problem, but from new one it is. 

    I presume the problem is in latest 65W AC adapters.

    Any Ideas how to solve the problem?

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  5. Anonymous
    2020-10-09T16:27:50+00:00

    It only worked briefly. After an hour my touchpad froze again 

    None of the things that help a little, help enough. Cursor will always eventually freeze.

    My last Surface Pro had the problem. I had hoped when I bought this new one, it wouldn't. But it did.

    Can anyone suggest a good alternative Tablet PC that feels like a Surface Pro, but isn't? When it comes time to purchase another, I'm looking elsewhere. And I hate to have to do that. But this has been an annoying and unaddressed problem for years and Microsoft either won't or can't fix it. Sad.

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