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
    2020-10-09T16:01:05+00:00

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

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2020-09-22T17:39:45+00:00

    I'll add something else interesting ...

    Most applications I'm operating in with my cursor suffers the problem. However, there is at least one application that I've *never* had the cursor hestitate, much less freeze up.

    As much as I hate to admit it, the application is Candy Crush (been addicted for years) ... cursor never hesitates, never freezes. I wonder why?

    Maybe the answer has to do with traditional Windows objects. I do not know what the technology behind Candy Crush is, but I suspect not traditional Windows objects. 

    I have noticed that in many applications, the wildest jump a cursor will make is, as I approach an object on the screen with the cursor, as soon as it touches the object, it jumps, sometimes halfway across the screen. Not every time, but sometimes worse than others.

    It seems the fewer objects in an app (such as Notepad) means less suceptible to the problem.

    I don't really understand how this is the case, but it's happens often enough that I know it isn't just an anomaly. Windows apps (including browsers) always have the problem to some degree.

    Has anyone else seen what I describe?

    Was this answer helpful?

    5 people found this answer helpful.
    0 comments
  3. Anonymous
    2020-09-21T15:25:37+00:00

    Is have the same issue, the cursor freezes continually while using the mouse pad  when i attach the docking station which i want to use to attach 2 external displays.

    After detaching the docking station all works fine.

    I spend a lot of money on this configuration (for 200 users) so i'd appreciate is when microsoft comes with a solution a.s.a.p.

    Thank you

    Was this answer helpful?

    9 people found this answer helpful.
    0 comments
  4. Anonymous
    2020-09-17T18:54:20+00:00

    I have the same problem, but found something that does help.

    When the cursor starts sticking, but hasn't yet completely become immobile, touch your fingers to the metal part of the Surface (the part that unfolds to make a stand) and the mouse will un-stick.

    Of course, sooner or later, probably sooner, it'll start sticking again.

    If it gets completely frozen, touching the metal doesn't help. When it's completely frozen, unpluging the power cable and reattaching it doesn't help. I have to detach the type cover. Doesn't take but a few seconds, but it's very frustrating.

    This has been going on for years with the Surface Pro and I can't understand why Microsoft doesn't seems to care there's no cure.

    Was this answer helpful?

    30+ people found this answer helpful.
    0 comments
  5. Anonymous
    2020-07-09T16:18:07+00:00

    "This is 100% design flaw in the EMF sheilding of the SF 7 and i read online on other forums that this issue was present in SF 6 as well.  I did all the nonsense microsoft asked me to do as mentioned above. nothing helped. "

    THANK YOU!!

    You just saved me a bunch of time and wasted energy.

    I guess the silver lining here is that all I need to do to get the stupid trackpad to work properly is unplug the device from the power cord, which has worked the several times I tested your comment. 

    Pen works.

    Mouse works.

    Touch screen works.

    So I can't use the trackpad as efficiently as I'd like - ironically the same reason I bought the SP7 to replace my ASUS Flip. Got tired of using a trackpad as it hurts my wrist.

    Thanks again

    Was this answer helpful?

    10+ people found this answer helpful.
    0 comments