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
    2021-04-30T06:12:26+00:00

    Microsoft,

    Don't tell people to do this.  This is not Windows 7 nor is it Windows 8.  Don't tell people

    to uninstall drivers.  Just figure out what is wrong and fix the problem.  If the problem can't be fixed

    with a system driver update, give people who bought this faulty product a replacement.

    You have enough money.  You've been in business long enough.

    Stop telling people to waste their time doing this nonsense and figure out what's wrong

    and fix the problem.

    After all this time, what? I have to tell you how to conduct your business?

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  2. Anonymous
    2021-05-16T04:00:35+00:00

    Concur completely. Only happens with power plugged in. Tried all the steps, multiple power supplies, keyboards etc. Trackpad freezes -> unplug power -> trackpad unfreezes . 100% of the time.

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  3. Anonymous
    2021-05-16T12:02:19+00:00

    Update: It's mid-May and still have had zero freezes using the power cable I bought on Amazon - see my previous post.

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  4. Anonymous
    2021-05-16T13:54:54+00:00

    Thanks. That specific charger not available at Amazon but will try another from the same manufacturer

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  5. Anonymous
    2021-06-10T17:05:27+00:00

    Microsoft you know that this is a problem. I have a S/6 and it only started since the last major update. Nothing has been changed on my unit. You always blame it on the drivers or the keypad is defective. IT WORKS fine on the battery. so it is not hardware issues. I think this is a BIG problem and your sweeping it under the rug. I love my Surface. Please take this seriously and find out why all of us are having problems. Did you guys change something in your latest update? My charger did not change. The way I use my charger did not change. But it started after an update. Please look into what are problem is and stop trying to blame it on hardware!

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