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
    2021-03-31T12:55:09+00:00

    Incredibly, after years of putting up with the problem, I no longer have the problem. I tried every suggestion on this board to no avail.

    About 2 years ago, I thought my charger had gone bad so I bought another on Amazon. By the time I received it, I found that a small piece of something had gotten into the Surface charging port. I used a toothpick to get it out. Then I tried the charger I thought had gone bad and it still worked. But, I still had the cursor freezing problem and the problem continued on until a five days ago.

    At that time, I stepped on the charging cable piece that goes in the charging port and broke it. I still had the other charger I bought on Amazon two years ago - unopened in the box. So I threw the one away I'd broken and used the new one I'd had for two years but never used.

    I've not had a single instance of a cursor freeze in five days - today is beginning of day six with no freezes. I've never never gone more than a half hour or so without a freeze. I'm hopeful.

    Here's the Amazon link to that cable that isn't causing the freeze:

    https://www.amazon.com/gp/product/B078YCJ87W/ref=ppx\_yo\_dt\_b\_search\_asin\_title?ie=UTF8&psc=1

    *** I can't guarantee anything. I might get the freeze again today. I hope of course it's gone for good. If you buy it and it doesn't work for you, return it. But please don't blame me!

    *** I am interested in, if you try this cable, whether it works for you.

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  2. Anonymous
    2021-03-31T12:58:26+00:00

    BTW, the referenced cable from Amazon is 44 watt

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  3. Anonymous
    2021-03-31T13:28:07+00:00

    Problem is that there is no Amazon here and as an example you're paying $32 for this or the Microsoft one. We're paying $100 with up to 6 weeks shipping. But water under the bridge. I am settling for a Lenovo Duet 7i.

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  4. Anonymous
    2021-04-09T16:32:09+00:00

    Thank you Matt. I've had that annoying problem for 7 years with SPs 4, 6 and this one (a SP7). I followed your advice and it seems to have fixed it! I really am grateful to you. Simon

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  5. Anonymous
    2021-04-28T00:26:10+00:00

    I don't see any of these options in the app.  Go to System, but there is no power option in the Intel Graphics app.

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