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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.
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.
Oh, how excited I was to try this! It worked!! For 30 minutes!!!
Dang, back to the search for solution.
I will say the mouse seems better though. But it still freezes.
As and FYI, the easiest way I've found to reset it is to close the cover for a second, open, and press the on button.
I was through page 4 of this thread when the same thing occurred to me. I'm on page 8 now and no freeze up. We shall see!!!!
Unfortunately the turning the connector so the cable pointed down didn't work.
I hope there is an answer as this really is irritating.
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!
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.!
