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
    2022-05-13T09:29:51+00:00

    What power adaptor are you using? I'm absolutely convinced its to do with USB-C driven power delivery and nothing else :)

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  2. Anonymous
    2022-05-13T09:02:40+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")

    Hi. This option doesn't seem to be available in the "systems" section of my Intel Graphics Command Center. Anyone else have this problem in the UK?

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  3. Anonymous
    2022-04-08T06:27:19+00:00

    Hi there,

    Did we get any solution for the issue or any workaround for touchpad issue. We are also facing the same issue for Surface Pro 7+ for business touchpad. It freezes all of sudden for couple of seconds and then automatically starts working.

    We have changed the type cover and also surface but the issue still same.

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  4. Anonymous
    2022-04-01T14:48:58+00:00

    There are now 9 pages of reports and having read them all, it doesn't seem there is a single answer to solve the problem. I've tried them all. Three different chargers, flipping the connector, and using the Intel control app to change the settings - still have the same problem. What is odd for my specific situation is it only happens at my home, no where else. I have a cabin and go there often, not problems. No problems at my office. No problems in hotel rooms. So what the heck is it. I don't know nor really care anymore. I just disconnect the charger when I want to use my Surface at home, then reconnect it to charge when done.

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  5. Anonymous
    2022-04-01T12:51:58+00:00

    Don't be too hopeful Jai, I've had to swap two official Surface chargers to get to one that works consistently within the seemingly stringent electrical frequencies necessary to keep the track pad working. The sad thing is as my new charger gets older it's tolerances too will change so will likely be back to the same issue. Of course I'm sure Microsoft would like us to keep upgrading the whole of the kit, perhaps this issue is designed in obsolescence? Another option which I've found that solves the issue is a third party bluetooth Surface Pro Keyboard cover, these work perfectly and a number are readily available, only downside is they need to be charged from time to time. Good luck!

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