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
    2022-04-01T00:31:10+00:00

    So I did some checking in my truck..... It sounds crazy but the culprit was my laser printer running off a power inverter. If I turn on the printer the trackpad stops picking up movement and when it's off it works fine. This is a WIRED laser printer with no Wifi or Bluetooth capabilities. I cannot seem to figure out how this could possibly interfere with my trackpad, but it absolutely does!

    PRINTER - HP laserjet p2035n

    So my workaround is currently only turning on the printer after i actually click print.

    Is it me or does it seem like these keyboard/trackpads are easily messed with? Thanks!

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  2. Anonymous
    2022-03-31T09:08:49+00:00

    I have had a SP8 since December. It initially started with the same problems but for some reason, it's fine now apart from the occasional mouse pointer stutter. I love the SP8 by the way.

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  3. Anonymous
    2022-03-31T07:58:36+00:00

    Thank you

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  4. Anonymous
    2022-03-31T07:44:25+00:00

    I have a SP7 and a SP7+ that both behave exactly the same with the trackpad giving up the will to live randomly. Thanks to the other participants in this thread, without the stories I would not have identified that it clearly happens when I am charging the computers via my Dell 65W USB-C charger. It's handier carting around a USB-C charger than it is a proprietary plug charger. Now I'll need to add the Surface charger to my bag as well.

    As eluded to by others, the trackpad is definitely very susceptible to something electrical that's going on... the keyboard not so much as it continues to work flawlessly. I also have issues when my Surface is plugged into a Dell USB-C dock as well (I had to think back to times where I've reverted to using the Type Cover even though I had a keyboard and mouse on the dock... but its definitely happened a few times!)

    Having two devices to try different Type Covers on has been great... its allowed me to conclude that the touchpad is just utter trash no matter what the combination.

    I've had an ongoing ticket to get *something* replaced by Microsoft, but it sounds like I just need to take the original chargers out of the box and use them instead.

    I am due to get a SP8 next week... I wonder if it'll be 3 from 3.!

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  5. Anonymous
    2022-03-29T23:55:28+00:00

    I have been having a similar issue, however mine only happens when I am in my truck where are are no less than 4 bluetooth devices. In the truck with nothing powered on the "swipe" issue doesn't exist. The only thing I can come up with is that there is "interference" from the blueooth devices or perhaps the printer/power unit? Are there any instances of this? If so what is the work-around?

    Note: Everything else including "clicking" the mousepad works fine. It's ONLY cursor movement. Thank you!

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